Enterprise Technical support

Identifying, diagnosing and resolving customers problems affecting network performance and escalate to higher level support using time based and severity criteria.

Requirements

• Proactive monitoring, performance analysis and diagnosis of various NSP networking problems (Physical, Routing & Transmission problems).
• Identifying, diagnosing and resolving problems affecting network performance and escalate to higher level support using time-based and severity criteria.
• Handle, troubleshoot, follow up, and report daily network incidents.
• Troubleshooting all supported services (MPLS VPN, Frame Relay, SDSL…) through NOOR’s network and tracing PVCs through WAN Switches and CORE routers.
• Handling basic customer configuration requests on their routers.
• Troubleshooting customers’ physical and logical problems and helping customers in designing and configuring their networks.
• Configuring CPE devices. Troubleshoot configuration problems related to customers from both, customer and service provider sides.
• Monitoring different types of transmissions (E1s, IMA groups, E3s, STM1s….etc) on edge and core devices.
• Troubleshooting customers’ problems related to different WAN technologies (ATM, TDM, and IP DSLAMs).
• Troubleshooting advanced customer PE to CE routing problems.
• Troubleshooting routing problems include BGP peering with customers.
• After sales support/service acceptance.
• Performing the first troubleshooting steps for the corporate customers’ problems.
• Responsible for leading and participating in providing assistance to customers in an enterprise and multi-sites infrastructure needing to resolve problems with their network by answering service requests.
• Take the first call from Enterprise clients on all day to day technical issues (provide the front-line support).
• Resolve customer issues by phone and email, with regard to our troubleshooting.
• Maintain regular communication with the Enterprise organization’s Representative so as to be aware of the intricacies of each of the clients’ network.
• Providing technical procedure taken to solve customer’s problem on a reported issue, so it can be overviewed.
• Referring any specific financial or accounting questions to the customer’s account manager.
• Providing documented procedures for future maintenance and migrations.
• Regularly update and record changes to the client during problem solving.
• Isolate customer problem and handle escalations to appropriate support team level if need.
• Follow up and participate with the Technician team to solve customer’s problem which requires to follow up with the technician on site in addition to hand guidance.
• Configure modem and customer CPE if there is a hardware failure at customer’s site.