Technical Support Representative
Etisalat
Total years of experience :14 years, 2 Months
• Handles internal and external VIP customers’ enquiries on the telephone providing accurate and pertinent information according to the contact center guidelines and quality standards.
• Resolves customers complaints and problems, escalates issues to appropriate persons/teams whenever needed.
• Provide Prestige customers with technical support and troubleshoot internet regarding issues.
• Effectively interprets the needs of the customers, maintains and enhances standards of quality for the services offered.
• Sell products and services.
• Suggest solutions when a product malfunctions.
• Handle product recalls.
• Inform customer of deals and promotions.
• Builds a customer relationship/partnership, which adds value to the customer leading to a long term profitable relationship.
• Follows the appropriate guidelines and procedures for any given situation.
• Performs all duties assigned by the team leader and supervisor.
• Monitors all Network nodes (BTSs, BSCs, MSCs, HLRs, Transmissions, MPBN, Radio status, etc).
• Analyzes problems, performs troubleshooting according to the SLA.
• Performs first level of maintenance before escalating problems to the second lines.
• Escalates power failures, transmission links problems and faulty devices or hardware detected after troubleshooting/ diagnosing to the field support engineers (Radio, Transmission and others) for replacement in order to improve network performance.
• Provides technical support for engineers in sites to recover faults in time before affecting the traffic.
• Provides the concerned parties with regular reports and notifications on daily basis about the current status of the network and updates if a fault is detected.
• Provides the top management with notifications and reports in case of traffic affecting or outage problems or planned/argent activities in the network.
• Responsible for giving permission for any works in the sites or the switches especially for works which have impact on the coverage.
• Provides technical support for engineers to download software for the new sites and testing the telecommunication equipments in the site in non normal working hours.
• Makes sure that all planned interventions on the operational networks are carried out in a controlled timely manner with minimum service downtime includes supporting the other parties, sending notifications to concerned parties with clear and simple description about the activities, checking the status after the completion of the operations and informing whom it may concern when the operations end about the results.
• Provides the technical support for technicians in preventive maintenance techniques for example the external alarms check for the BSCs and switches.
• Provides all technical support regarding computers, network SW/HW and systems inside division.
• Performs Ad-Hoc duties as assigned by management.
• Provides technical support to both senior/junior staffs.
• Assist in managing the corporate systems in Windows environment, including the following: Windows 2003, Windows XP/Vista and 7, Active Directory, MS Terminal Services, DNS services, Cisco VPN and firewalls.
• Server hardware provisioning including configuration and deployment.
• Data backup management, scheduling and reporting for internal corporate systems.
• Administration of network user accounts and mailboxes.
• Technical fault analysis and troubleshooting.
• Monitoring and verification of service processes - i.e. backups, patch distribution.
• Installing configuring and administering Microsoft windows 2003 server/2000 professional
• Implementing and administering Microsoft windows 2003 (network infrastructure/directory service infrastructure)
• Monitoring network security and alerts.
• Managing network IP addresses.
• Developing documentation, including user guides.
• Gathering data and preparing reports.
• Undertaking project work when required.
• Assist in establishing and implementing configuration management program and policies.
• Introduce, Deploy & maintain new services (Domain, DHCP, File, Print, Mail, SharePoint servers, etc )
• Reviews contracts, grants, budgets and other items to assist in evaluating implementing and supporting appropriate technologies.
• Builds and maintains vendor relationships and manages the purchase of hardware and software products.
• Manages the purchasing of all software, hardware and other IT supplies at the regional level.
• Ensures that company assets are maintained responsibly.
• Develops and manages toward organization goals and objectives.
• Serves as main point of contact on all IT-related matters for the office assigned.
• Responds/acts on upper-management direction.
PRINCE2 (PRoject IN a Controled Environment)
