Job Purpose

Report To Position Name

ADSL Maintenance/Home Visits\:

·        Contact and follow up with technicians/IT’s (according to case needs) in all TT/Tasks and ensure their proper and prompt handling of customer problem and commitment to MISPs high standards service.

·        Follow up with technicians till fix customer problem inside/outside TE central office.

·        Refers to Field service Sr. supervisor all non-routine or complicated maintenance problems to ensure repair of problem on time and with standard quality.

·        Confirm with customer after solve the customer complain

Enterprise Maintenance\:

·        Contact and follow up with technicians/IT’s (according to case needs) in all TT/Tasks and ensure their proper and prompt handling of customer problem and commitment to MISPs high standards service.

·        Follow up with technicians till fix customer problem inside/outside TE central office and customer side.

·        Refers to Field service Sr. supervisor all non-routine or complicated maintenance problems to ensure repair of problem on time and with standard quality.

·        Confirm with customer after solve the customer complain.

·        Review every trouble Ticket/Tasks and make conclusion for action needed to grantee connection stability for Enterprise customer.

Network tasks\:

·        Response to all network tasks requested through system (TT) or via email.

·        Update Field Service Engineer by the needed action and follow with him.

·        Follow up with technicians in all field action needed inside MISP network.

Tasks and Reports\:

·        Handle all trouble tickets that escalated from 1st and 2nd line Enterprise Support team.

·        Update every Trouble Ticket/Task on the system by every action taken to ensure the accuracy of tickets status and the availability of the updated information when needed.

Prepare & Present a daily report to Field service Sr. Supervisor to indicate quantity and quality of closed tickets