Front Office Helpdesk

1. Position Mission
To work in the Managed Service organization for the Operations and Maintenance of the STC Network so as to meet the agreed SLAs& KPI thereby fulfilling the Company’s mission and customer

2. Department Responsibilities
FO is responsible for 24X7 surveillance of the STC network. For this, it should have the expertise for monitoring different nodes like BTS, BSC, MSC, MGW, RNC, node B, VAS nodes, Electrical and Transmission media.
FO requires working in Shift. Each shift has people working on different nodes.
It is required to monitor the network, segregate the alarms, do 1st level maintenance and escalate to responsible person.
FO is signal point of contact between huawei and STC; accept the requirement and end-user complaint from STC.
Responsibility for collect raw data, deal with the report and dispatch to relative staffs.

3. Position Responsibilities
Achieve the single point of contact (SPOC) with customer
standardize the activities for customer relationship management( CRM);
Guide to dispatch all kind of requests to appropriate engineers or management level for handling within the responding time of service level agreement (SLA) limits.

4. Position Activities

S. No Activities
1 Receipting service request and complaint from Customer Care Center, customer maintenance department or other departments.
2 Following the technical issues handling and complaints handling, and the handling of non-technical issue.
3 Coordinates with concerned on fault management and equipment behavior.
4 Creating trouble ticket in the IT system and distribute the ticket to the appropriate engineers or managers.
5 Confirming with customer about all handled requests or complaints, doing satisfaction survey and finally closing ticket.
6 Handling the report and delivery to relate staffs, then trace the problem of performance issue.

5. Position Specifications

5.1 Basic Requirements:

Minimum Qualification : B.Sc. level in Electrical Engineering / Telecommunication
Computer Science / Computer Engineering or equivalent.
Professional
Relevant Experience : Minimum 3 years of experience in Operation & Maintenance implementation / integration / operation / support or testing environment.

5.2 Professional skills:

• Knowledge of all field related activities concerning transmission, data communications and access equipment.

• Hand on experience in GSM/WCDMA network characteristics and knowledge of all related network elements.
• Excellent handling skills of the above mentioned equipment.
• Basic knowledge of network performance / configuration / parameters.
• Network service / performance focused.
• Proficiency in English and Arabic language
• Basic knowledge of Huawei's network implementation / integration process.

5.3 Additional Skills:
• Be able to work independently and resolve issues with minimum escalation.
• Flexible and responsive to changing work patterns and demands.
• Excellent team player.
• Good communication skills.
• Open approach to solving problems and dealing with new proposals.
• A thorough and methodical approach to work.
• Must be able to work to tight time scales.
• High degree of analytical and investigative abilities.

Send Your CV to : ss@sis-limited.com