Job Brief:

Responsible for providing technical support for MDS customers to maintain the customer service SLA and network KPI’s and ensure customers’ satisfaction and optimum network and service availability

Key Responsibilities:

• Handle MDS/ MOE IP access and core network technical support by providing 24/7 first-level support and second-level support for MDS IP Access and core network, report the technical support cases and dashboards, and  proactively solve major and repeated cases related to IP Access and core network.
• Handle MDS/ MOE transmission, access, and links technical support by providing 24/7 first-level support and second-level support for MDS TX access links and work through NMS system to monitor all TX links and proactively solve major and repeated cases related to TX links.
• Manage MDS/ MOE Network documentations by documenting MDS access network, update customer links routers and IP links management on the ticketing system.
• Support the second-level support team in switches and routers in Umniah datacenter and sites by configuring routers after operations, maintain service availability for all customers in datacenters remotely, and handle first-level support for switches and collocated servers in datacenters.
• Handle monitoring and proactive support by monitoring network alarms and clear it as per the division operation policies and procedures, and monitor customers’ links alert and clear it’s issues proactively.
• Provide first and second level support for broadband customers (remotely or on site) by performing technical support for business customers, internet and connectivity support for business/ individual customers, troubleshooting, solving solve technical problems for the cloud and UCC customers, and update the customers with the issues status.
• Achieve the agreed SLA with the customers regarding the resolution time and response time by following  up with all related divisions for the resolution of the incidents/ problems and confirm the resolution  for the customer within the internal SLA.
• Perform first-level operations with the MDS team and/ or the customers as requested, perform operations with IP and activation teams, and provide support for the second-level support team.