Job Purpose
To handle maintenance trouble-tickets for Enterprise and ADSL services to resolve it within a service level agreement to deliver an efficient and reliable service.
Report To Position Name
Enterprise / ADSL Maintenance Tasks\:
- Reviews the Enterprise ticketing system daily to handle the assigned complains and ensure resolving it with its SLA.
- Contacts the Technician-Team leader to assign the concerned Technician/ Sr. Technician/ IT Specialist.
- Contacts and follow up with the assigned Technician/ Sr. Technician/ IT Specialist.to handle the appropriate field action to resolve the customer technical issue.
- Gives clearance feedback to Enterprise/ADSL customer.
- Updates the Ticketing system periodically with the cases status and taken actions until closing it.
- Provide periodic reports to the principal engineer about the Enterprise/ADSL task statistics and queue status.
Fixed-Voice Tasks\:
Reviews the new assigned installation Fixed-voice tasks and set suitable plan with the
- Technician-Team Leader to complete the physical installation.
- Contacts the Technician/Sr. Technician to follow up the installation procedures and complete it.
- Emails Telecom Egypt officers with any action needed to facilitate the installation tasks.
- Update the requester customer during the task and confirm with him the task completion.