Sr. IoT Technical Support Specialist
Machinestalk
Total years of experience :9 years, 1 Months
• Provide all technical support to customers to ensure GPS Tracking devices are working in stable condition.
• Coordinate between IT, Operations, and Customer Care Department to troubleshoot issues, provide new configurations, and upload software firmware.
• Follow up with technicians all over the kingdom to make sure that devices are working in perfect condition.
• Responsible for the WASL and Taxi registration of MT AVL/M2M System and IoT sensors with the Public Transport Authority (PTA)
• Responsible and onsite Technical Lead for Saudi Hajj Ministry in Makkah during Hajj period to ensure smooth operation.
• Fleet Management system for tracking and monitoring vehicle's GPS location.
• Waste Management system for monitoring picking of wastes from the waste bin.
• Tracked KPIs and created continuous improvement plans.
• Established continuous improvement initiatives to achieve KPIs.
• Contributed to the development and management of knowledge-sharing methodologies, diagnostic tools, and creative processes to improve end-user experience.
• Worked closely with end-users to assess business requirements, support change, and deliver consistently high-quality customer experience outcomes.
• Increased operational efficiency by implementing business roles
• Monitoring by monitoring systems include: Network Fault Manager (NFM), smartterm switching system, Net Manager server, and CIC include Huawei and Alcatel-Lucent auto systems.
• Create Tickets by RTTS system and dispatching the team to the sites and following up them until the alarms are clear then clearing the TT and close it.
• Escalate by SMS by STC SMS Portal to managers in STC and Ericsson.
• Dealing with TCN requests from all teams are they having PMR or MDT at sites and give them the approval to work in sites.
• Create hourly, weekly and monthly reports
• Matched agreed technical support SLA & KPI’s
• Leaded and managed a new website development project
managed all the development cycles of this project including
Project onboarding, the conceptualization, UI/UX, flow process,
etc. Responsible for the website and controlling of giving
permission to the users of the website and follow-up partners.
• Make the meetings, communicate with the marketing and
programming teams for the website, and give ideas to do and
review the developments to make sure the ideas achieved
smoothly.
• Responsible for all internally LAN Network of the company
installation, repairing, and access permissions.
- Monitoring the networks by PRTG system.
- Open tickets with services providers and follow up the opened tickets with technicians.
- Installation of a point to point links (microwaves).
- Troubleshooting Networks and microwaves issues of customers.
- Create reports on a daily and monthly basis. Daily reports include all major incidents of the past 24 hours. And a root cause of every resolved incident.
Bsc honour in Telecommunications Engineering (5 Years)
URL removed due to policy violation. Please contact support for further information.