Service Desk Support Engineer
SITA
Total years of experience :3 years, 1 Months
• To ensure the correct functioning and maintenance of all internal and external systems and products serviced by Service Operations
• When required, act as the customer SPOC and co-ordinate the scheduling of intervention with Customer's internal resolver groups, and the Service desk ensuring the highest level of customer services and communications are maintained to resolve the fault and incident within the prescribed SLA.
• Proactively detect events related to Service Operations services, conduct diagnostics,
provide service request ownership to ensure resolution of customer faults.
• Reporting and escalating all observed incidents to proper SITA operational escalation
Points
• Attempt resolution of incidents at level 1 whenever possible and diagnose possible
incident cause for referring incidents to the right resolver group.http://www.bayt.com/en/mycvs/
• Work closely with all resolver groups, including third party vendors, to ensure timely
resolution of all incidents.
A team member of Orange 2G, 3G swap & LTE installation project
• A team member of Umnia 4G installation project
• Conduct drive testing & data collection using GENEX Probe
• Perform analysis for collected data using GENEX Assistant
• Identify test location and secure permission from building owner/property owner,
draw up baseline grid map prior to arrival to project location
• perform the RF data collection on street/in-building, post process the RF data that was
collected and provide the data in a clear and concise manner
• Verify site activations - Perform sector-to-sector, and sector-to-neighbor call tests on
each technology
• Monitor 3G data service, handoff between UMTS and GSM upload/download activities,
ping, short & long calls on multiple systems
• Monitor 4G data service, fall back between LTE and UMTS/GSM upload/download
activities
• Coordinate with System Performance team to implement RET optimizations
• Reporting daily achieved tasks to the concerned supervisor
Languages
•Arabic: Native Language.