LE Resident Technical Support Engineer.SO

§  Respond to all technical needs and requests of the LE customers to insure proper & professional handling for LE customers

§  Handle LE customers’ critical and highly escalated problems and complains with full privilege on the network devices on spot to ensure timely and proper solving of problems

§  Act as a temporary resident engineer for problems that needs troubleshooting from customer network or for customers who have high rate of problems till solving all problems and ensure service stability and reliability.

§  Control maintenance technicians while handling the problems needed field actions to ensure proper problem resolution.

§  Work with other technical teams for problems and complains that are in their scope to ensure the full and efficient problem handling.

§  Follow up with vendors TAC and support teams to manage complex faults that affect technology & services boundaries.

§  Periodically test LE customer connections and apply corrective actions to ensure high quality and best service performance and SLA and KPIs fulfilment.

§  Handle the repeated problems and work on finding a creative solution for its chronic root causes to   ensure the high steadiness of the service.

§  Perform service acceptance for the new installed connections for LE customers to grantee delivering our customer the requested service within the high quality and performance standards.

§  Act as an E2E Level 3 support engineer for the reported problems and complains powered by entitlement to modify and maintain all customer path configuration to ensure solving problems in time.

§  Provide onsite training for inexperienced customers with full documentation about their networks and variant troubleshooting procedures to help the fast and proper problem solving.

§  Periodical follow up on the objectives assigned to him/her by the LE operation Manager to ensure the proper achievement to reach company’s and customer’s satisfaction.

§  Participate and follow up in the KA’s special projects to ensure smooth and timely execution of the project.