- DUTIES AND RESPONSIBILITIES
To keep up to date with technological changes in the ICT industry, and to develop new skills in response to these, and in accordance with the Organisations ICT strategy
To provide advice to customers regarding relevant PC, peripherals and Networking technology, leading to the specification and ordering of solutions
To provide documentation of procedures for the installation and support of desktop systems, applications, and associated equipment
To work with the concerned team/staff in developing, implementing and maintaining best practice in delivery of ICT services, and reflecting these as appropriate in Organization policies and procedures for ICT
Responsible for the quality reviews of the installations
Identify root cause of the incidents and recommend solutions for the same
To analyze repeated dockets and visit at concerned customer premises to permanent fix the issues
To advise solution to customer if found customer network issues.
Responsible to supervise multiple technicians on the field in various areas across assigned area/region
Focus on coaching the technicians and providing them proper guidance to achieve high level of efficiency and effectiveness
Collect feedback from the customers and provide necessary escalations
Provide field technicians on the job training and mentor them while at the customer premise as a role model and demonstrate customer centric behavior to gain the customer loyalty.
Ability to have access to the required systems, reports and tools and being able to follow up and manage any defects of improvements
Coordinate with CTSC-L2 Issues unresolved through CTSC first level which require advanced resolution and support.
Support the Field technicians and in troubleshooting the issues.
Align technician on network outages and system downtime which could interfere with their daily task in order to identify the suitable work around and sets the correct customer expectation.
Support, advise and train the field technician in complex issues which required advanced level of expertise and coordination to complete and close the work order
Monitor the technicians behavior and punctuality to guarantee Etisalat professional image at customer premises
- Desired Profile
Bachelors degree in Engineering/Telecommunication, Electrical, Electronics or Computer, advanced degree or equivalent work experience preferable.
Cisco and Microsoft certified.
Knowledge of CPEs products and operation
Desirable to be involved in Telecom Operations or field service management roles.
Ability to prepare reports defining project progress, problems and solutions.
Key Skills
critical thinking and problem solving skills
planning and organizing
decision-making
communication skills
influencing and leading
delegation
team work
negotiation
conflict management
adaptability
stress tolerance
Technologies to be known are:
Digital Subscriber Line (DSL)
Giga Passive Optical Network (GPON)
Wireless Fidelity (WiFi)
Worldwide Interoperability for Microwave Access (WiMAX)
Multiprotocol Label Switching (MPLS)
Metro or Carrier Ethernet
PABX & IP-Phone
IP-TV Technology
Current Computer H/W & S/W Solutions
- 2+ years experience
Recruiter Name:Padma
Address:resumes@s2infotech.com
Telephone:91-22-66263107
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