* network surveillance, 2nd level restoration, preventative maintenance & statistics measurements to discover malfunctions and recurring disturbances
* design technical solutions in accordance with customer needs for requirements given
* windows maintenance involved, configuration, service migration.
* solve all problems detected and ensure the correct handling of similar issues in the future.
* analyzing all sites down cases to identify if it was due to problems related to energy, carrier, tx or configuration protocol, if so proceed to handle the trouble ticket until the solution, otherwise send trouble ticket back to the customer.
* monitors, performs troubleshooting, fault acknowledge and fault analysis (follow up and close trouble tickets)
* work with the application for trouble ticket management
* maintains the service delivery level within the agreed slas
* follow-up on incidents, registered but not solved (backlog), escalated to next level support.
* interprets / understands technical information and prepares technical documentation
* spoc with field services engineers to work together on faults at the remote sites and to follow-up to close and record data on faults found in the network on the trouble ticket system
* create lesson learned of the problem handled and maintain lesson learned database updated.
* create and send a shift reports
* working independently and within team to keep the competence and skills up to date
* solves standard problems based on the existing procedures
* work with the application for trouble ticket management
* controls and manages complex technical situations/projects in a calm and professional manner (required to provide technical input in technical conference bridges)
* work in an international environment, with customers and suppliers
* use effectively telecom knowledge to manage faults and customer demands
core competences:
back office ip core datacom engineer interacts with other technicians, customer technical staff and other groups within service delivery organization (other front office teams, incident manager, back office, problem management, change manager).
* customer care & sense of urgency
* ability to work on own initiative.
* availability to work in shifts.
* actively seeks out tasks that help develop skills and knowledge.
* flexible and adaptable approach to problem solving.
* actively encourage strong working relationships with other teams.
* fluent in english: conversation and writing
* aptitude for quickly learning technical and procedural topics
* strong analytical and organizational skills
* self-starter and pro-active
* strong performance focus
* self-motivated and works well under pressure.
* excellent team-working skills, stress resistant
* work independently, keep own competence and skills up to date
* basic understanding of network monitoring concepts and management tools.
* capable of multi-tasking, good time management and prioritization of workload
* strong knowledge about routing and switching, ccna or hcia certified, preferred ccnp,
minimum qualifications & experience requirement
* bachelor's degree in computer science, electric/telecom engineering, information technology or related fields or relevant equivalent experience
* min 12-18 months experience in a technical support or similar role.
* proven track record within a noc, it or isp environment.
* expertise in the following protocols :
* ipv4/ipv6
* igp (ospf/isis)
* ha (vrrp, bfd, ecp)
* mpls (ldp/te)
* bgp mp-bgp mpls l2vpn / l3vpn
* qos
* mstp
* qinq
* ntp
* snmp
* certifications: any certification related to telecom shall be an added advantage
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