VAS Services Maintenance Engineer

·        Ownership of Service Problem from repeater to end user upon notification of service problem (proactive & reactive) will diagnose & manage service problem, correct & resolve service problem, and analyse service problem making recommendations & improvements for future enhancements.

·        Handle the maintenance of networks resolving 2nd level support tickets.

·        Ensure that any faults in the network or tickets are dealt with in a timely and professional manner.

·        Provide solutions that fall in line with the Service Level Agreements and all Health and Safety requirements.

·        Utilize Understanding of networking devices and topologies, Knowledge of wireless networking, microwave radio, Ethernet and fibre to resolve tickets and maintenance requests.

·        Maybe required to be called in for support for different shifts covering the operational needs. 

·        In-case of need for escalation to NOC, report the issue to team leader for analysis and further routing.

·        Manage/participate in Root Cause Analysis (RCA) for Network outages and provide fix and resolutions for the identified Problems.

·        Utilize functional understanding of Network fundamentals.

·        Monitor network elements for exception conditions and perform trend analysis.

·        Track outage conditions in equipment to insure timely resolution.

·        Instruct field maintenance on problem resolution.

·        Escalate issues to the appropriate level of support when applicable.

Hot Spot Engineer:

·        Handle receiving tickets or emails requests from customers or sales ensuring opening a ticket in the system and monitoring the tickets resolution times and status.

·        Maintain highest customer satisfaction rates through continuous communication with the customer and speed resolution of the tickets.

·        Follow up on the system issues and requests related to: site down, add new site, remove lifting site ,add sensor , edit site  and edit sensor.

• Follow up all hotspot state maintenance sites.

• Follow up Online & IQ_EARTH_HotSpot reportFollow up VIP Users.
• Swap link from Nano to master & slave.
• Follow up access point by check power and channel.
• Follow up and assist the technical team form the office or in the field.
• Follow up access point by checking power and channel.
• Follow up installation, re-installation sites and lifting sites.
• Sites survey on all hotspot sites.
• Follow up emails with sales or management related to incidents of class updates.
• Follow up all related storage (output, return, receivable).
• Follow-up inventory of all sites.
• Follow-up to get approval from the owner of tower to install link.             
• Follow-up the work and coverage of the installed site by technical team.
• Follow up needed customer documents to track material and service acceptance; submit to sales department to update customer file.

Requirements

Education:

·        BSc. in Computer, Telecom Engineering or related.

Years of Experience

1-3 years’ experience in Engineering, ISP or Telecom Maintenance Role.