NOC Engineer (Service Desk)

As a NOC Engineer, you will act as the first point of contact for Waseelas’ customers to report issues and faults relating to our products for support and services.

The primary objective of the role is to provide first-time resolution. This will be achieved by troubleshooting, diagnosing and resolving problems at the first point of contact and/or escalating the fault to one of our 2nd line specialist teams to investigate and resolve.

Throughout this process, you will remain the single point of contact between Waseela and the customers during your shift, maintaining ownership, providing timely updates, and ensuring the fault is given the correct level of priority and attention.

This is a position that calls for excellent customer service skills, the ability to articulate resolutions clearly and confidently to customers, and a good level of technical knowledge of Cisco and ANTlabs products.

Roles & Responsibilities will include but not limited to following:

• Involve in providing customers and partners with in-depth technical assistance in the use of our products and solutions (Cisco & Antlabs).
• Cooperate with client professional services teams to ensure ongoing customer success and satisfaction.
• Form part of an on-call rotation order to guarantee 24x7x365 support to customers in shifts.
• Participate in the maintenance of support documentation.