Field services Engineer.SO

Enterprise / ADSL Maintenance Tasks:

Reviews the Enterprise ticketing system daily to handle the assigned complains and ensure resolving it with its SLA.

Contacts the Technician-Team leader to assign the concerned Technician/ Sr.Technician/ IT Specialist.

Contacts and follow up with the assigned Technician/ Sr.Technician/ IT Specialist.to handle the appropriate field action to resolve the customer technical issue.

Gives a clearance feedback to Enterprise/ADSL customer.

Updates the Ticketing system periodically with the cases status and taken actions until closing it.

Provide periodic reports to the principal engineer about the Enterprise/ADSL task statistics and queue status.

Fixed-Voice Tasks:

Reviews the new assigned installation Fixed-voice tasks and set suitable plan with the Technician-Team Leader to complete the physical installation.

Contacts the Technician/Sr.Technician to follow up the installation procedures and complete it.

Emails Telecom Egypt officers with any action needed to facilitate the installation tasks.

Update the requester customer during the task and confirm with him the task completion.