Earthlinktele

VAS Services Maintenance Engineer

Job Overview

Description

  • Ownership of Service Problem from repeater to end user upon notification of service problem (proactive & reactive) will diagnose & manage service problem, correct & resolve service problem, and analyse service problem making recommendations & improvements for future enhancements.
  • Handle the maintenance of networks resolving 2nd level support tickets.
  • Ensure that any faults in the network or tickets are dealt with in a timely and professional manner.
  • Provide solutions that fall in line with the Service Level Agreements and all Health and Safety requirements.
  • Utilize Understanding of networking devices and topologies, Knowledge of wireless networking, microwave radio, Ethernet and fibre to resolve tickets and maintenance requests.
  • Maybe required to be called in for support for different shifts covering the operational needs.
  • In-case of need for escalation to NOC, report the issue to team leader for analysis and further routing.
  • Manage/participate in Root Cause Analysis (RCA) for Network outages and provide fix and resolutions for the identified Problems.
  • Utilize functional understanding of Network fundamentals.
  • Monitor network elements for exception conditions and perform trend analysis.
  • Track outage conditions in equipment to insure timely resolution.
  • Instruct field maintenance on problem resolution.
  • Escalate issues to the appropriate level of support when applicable.
  • Handle receiving tickets or emails requests from customers or sales ensuring opening a ticket in the system and monitoring the tickets resolution times and status.
  • Follow up access point by check power and channel.
  • Swap link from Nano to master & slave.
  • Follow up VIP Users.
  • Follow up Online & IQ_EARTH_HotSpot report
  • Follow up all hotspot state maintenance sites.
  • Follow up on the system issues and requests related to: site down, add new site, remove lifting site ,add sensor , edit site and edit sensor.
  • Maintain highest customer satisfaction rates through continuous communication with the customer and speed resolution of the tickets.
  • Follow up and assist the technical team form the office or in the field.
  • Follow up access point by checking power and channel.
  • Follow up installation, re-installation sites and lifting sites.
  • Sites survey on all hotspot sites.
  • Follow up emails with sales or management related to incidents of class updates.
  • Follow up all related storage (output, return, receivable).
  • Follow-up inventory of all sites.
  • Follow-up to get approval from the owner of tower to install link.
  • Follow-up the work and coverage of the installed site by technical team.
  • Follow up needed customer documents to track material and service acceptance; submit to sales department to update customer file.

Requirements

  • Bachelor degree in Computer, Telecom Engineering or related.
  • CCNA certified.
  • MTCNA certified.
  • 1-3 years of experience.
  • A good experience in using Cisco, Mikrotik, Ubnt.
  • Good in English.
  • A good MS Office skills.


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