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.
Bachelor degree in Computer, Telecom Engineering or related.