Enterprise NOC Senior Engineer.Technical Support

 Handling Enterprise customer’s technical problems.  Receiving customer complaint via Mail, call and customer portal.  Effective communication in handling hard calls for frustrated customers.  Making first troubleshooting on customer connection.  Solving customer Trouble Tickets as FCR.  Escalating Trouble Tickets which not solved as FCR to concerned team with providing appropriate solution.  Working to escalate the repeated problems to finalize it permanently.  Following and finalizing Key Accounts customers’ problems.  Handling customer high level internal network technical requests.  Handling complex routing complaints with 2nd level NOC.  Handling complex configuration modifications from both Provider & customer edges requested from customers.  Supporting NOC support coordinator by Handling customers’ night emergency technical change requests (TCRs)  Supporting NOC support coordinator by Handling non-technical complaints and requests during night shift.  Supporting NOC support coordinator by following Call Back during night shift.

Operation Target:  Working to achieve First Call Resolution target.  Achieve them queue SL (80/20).  Achieving routing / configuration changes SRs SL.  Achieving SRs SL and escalation time  Working to enhance NPS score. Customer Experience:  Handling customer’s emails professionally.  Adhering to call standards in order to provide excellent service to our customers.  Handling queue SRs and requests.

 B. Sc. in Communications Engineering  CCNA certified.  Very Good Knowledge in networking solutions and services.  Very good writing and reporting skills.  Very good communication skills.  Very good in English language.  Ability to work under stress and pressure.  MS knowledge is required.  Flexibility in terms of working hours.

 CCNP Certified  Cisco Routing Certified

 2 years’ Experience in the field of data communication.  Working on Huawei, Cisco Routers and DSLAMs  Strong background in networking.  Call Centre background skills.

 Previous experience within ISP Providers.

 CCNA Certificate  Cisco Routing Certificate  Soft Skills