Purpose of the Job (Brief)
Provide advanced (2nd) level off-site technical support for all ipNX services : Data connectivity, Internet services, and Voice services etc.
To consistently provide a high level of excellent customer service and support ensuring customers satisfaction.
Expected Key Results
Incident Management (Complex / advance Call Resolution)
Prompt Response to inbound calls and emails
Timely Escalation / feedback to relevant units.
Preparing Technical Reports
Educational Qualifications & Functional Skills :
B.Sc / B.Eng) Computer Science / Computer Engineering / Electrical-Electronics Engineering CCNP
Advanced level knowledge of telecommunications, IP design, and implementation skills, & in-depth knowledge of IP Network.
Ability to find the solution to complex network problems through creative thinking, analytical reasoning and past experiences along with available resources and information.
Resourceful team player who excels at building trusting relationships with customers and colleagues
Innovative problem-solver who can generate workable solutions and resolve complaints.
Excellent business communication skills both verbal and written.
Work Experience :
Internetworking Voice and Data Advanced VoIP Protocol Analysis and Troubleshooting, TCP / IP Protocol Analysis and Troubleshooting, Linux and Windows operative systems
A hands-on experience with the following is a must : IP Routing, MPLS, BGP, QOS, VPN technologies both layer 2 and 3.
At least 4 years work experience in similar role.
Knowledge and experience with network security (IPSec Firewalls) is desirable.
Experience with Wireless Point-to-Point and Point-to-Multipoint technologies is desirable
Candidate must possess excellent customer interface, analytical and presentation skills and be able to influence internal and external organisations
Other Requirements : Customer Focus
Ability to optimize work processes