Network & Voip Engineer
Wasla Contact Center
Total years of experience :12 years, 4 Months
- Design, implement and maintain Aheeva, Asterisk, elastix, Linux PBX and Mitel solutions.
- Design, implement and maintain network infrastructure.
- Developed standardized documentation and engineering tools.
- Monitor all customer inquiries and ensure appropriate resolution of same.
- Manage the performance of services to customers (24 x 7, 365 days per year), ensure that service levels are achieved in line with contracts and that customers expectations are met or exceeded
- Ultimate responsibility for ownership of all customers’ incidents or logged service requests.
- Track the incidents to conclusion in line with SLAs and quality standards; ‐ Manage critical customers incidents, associated to customer communication, activities and any appropriate escalations.
- Provide information about incidents analysis and KPIs.
- Build services relationship with customers and conduct service reviews for key customers. Review performance reports, service improvements, service quality and processes.
- Provide management and performance reports.
- Responsible for ensuring the smooth day to day running of the IT Service Desk.
- Exchange servers “create, move and troubleshooting” .
- Kaspersky Servers “deploy, update, scan and TS “
- File Servers “give the permission, create shared folders Monitors, and check backups and backup routines to provide security of the data held “.
- IT Ticketing System.
- Install the server, TS and backup operation.
- Create requesters.
- Create technicians.
- Assign technicians to site.
- On hold requests.
- Reopen requests.
- Request site assignment.
Technical Contact Center Specialist