Fixed Data Support Engineer

Description

Role purpose:
* To ensure work flow accuracy of the Trouble tickets flow, severity , updates, SLA's and personal interfering when necessary to maintain customers' satisfaction, NPS and fast resolution.
* To act as a first level of escalation for all local and international customer's open issues and as SPOC for the SDSL NOC team in communication with other departments ( Ex: Technology, Business )
Key accountabilities and decision ownership
Operational Efficiency:
* To ensure work flow accuracy of the customers' Trouble tickets (TT)
for better handling and smooth handover.
* Monitor the NOC mail handling and make sure that the agreed SLA with the customers are achieved.
* Act as the first level of escalation for more than ‎800 local customers with more than ‎10000 connections along with our International partners customers (British telecom , Zajil Telecom , China Telecom and Telecom Italia) with more than ‎200 million EGP annual revenues considering the best standards in the market.
* Responsible for team activities and reports
Business development:
* Analyze customer's feedback and develop new techniques to ensure customers' satisfaction.
* Look for ideas to Automate manual work process enhancement.
* Identify any gap in the internal work flow and to handle weak points.

Team Technical development:
* Assist the team members in technical troubleshooting steps to solve the problem with clear target.
* Share experiences and support among the team members.
* To identify team training needs and recommend the proper technical training modules.
Communication:
* Act as a first level of escalation for all customers' issues
* Attend meetings with customers to solve their technical issues.
* To maintain a Product knowledge of a wide range of technologies among team members
Technical SPOC:
* Act as a SPOC with the technology teams.
* Agree on support models for new designs/ technologies.

Job Responsibility

Key performance indicators:
* Operational efficiency leading to Green score cards for SR.
* Follow Vodafone way.
* Team's technical background improvement
Core competencies, knowledge and experience
* ‎3 to ‎5 years' experience in Telecommunications in an ISP company.
* High Level of Interaction and communication with all Teams having impact on the fixed solutions.
* Demonstrates a positive, enthusiastic, friendly attitude and have very good Leader ship skills
* Customer Obsessed and Solve problems simply for better Customer Experience
* Multi-tasking : The ability to handle many tasks at the same time efficiently(assigned tasks, escalation, …etc).
Must have technical / professional qualifications:
* Communications Engineering background or Computer science
Technical Certificates:
* CCNA (Cisco Certified Network Associate)
* CCNP (Cisco Certified Network Professional)
* Excellent Technical background on Data Networks.
* Experience in handling all types of fixed data Solutions and different services ( VPN , Internet , Mail and hosting ) on different medias (copper, Fiber , Microwave , Prewimax and mobile solutions) solutions for better Customer Experience.

Skills

Dynamic Prioritisation and Multi Tasking
Forecasting
Influencing
Change and Adaptability
Coaching and Mentoring
Expert Communication
Drives Continuous Improvement