Job Objective
To provide first level support for clients, resolve incidents, identify problems through proactive monitoring and manage planned engineering works. To be acknowledged as the client’s champion ensuring high levels of satisfaction and an excellent client experience.
Key Duties & Responsibilities

Interface with clients for service assurance and service delivery queries, achieving high levels of client satisfaction
Proactively monitor alarm management systems for events, create, own and manage trouble tickets for successful incident resolution
Interface with suppliers to resolve incidents
Provide incident management support; trouble shooting and resolving all technical incidents at first level 
Ensure all service tickets on NetSuite have correct closure data
Assist with planned engineering works, including service impact analysis and client’s notifications
Identify service concerns, issues, challenges and escalate to TAC and Management
Maintain accurate records, assist with auditing and data cleaning as required
Assist Field Engineers as required (installation, patching, troubleshooting, testing, inventory)
Assist with creation of ad hoc reports as needed
Assist other departments and perform various projects as required

Minimum Qualifications

Bachelor’s degree in Engineering or IT
Professional certifications – CCNA/JNCIA, ITIL, MEF

Experience & Skills

Minimum of 3 years’ relevant work experience in telecom industry 
Knowledge of various technology platforms in transport (SDH, DWDM, OTN) and data (BGP, Ethernet, IP/MPLS)
Expert knowledge of at least one trouble ticket system e.g. NetSuite
Knowledge of monitoring systems, e.g. PRTG, NMS, OMS, Cacti etc
Effective written and verbal communication skills evidenced by work history and accomplishment
Excellent communication and soft skills, including the ability to listen, summarise and concisely share key information with clients

Attributes

Client-focused, relationship builder
Integrity, honest with highest ethical standards.
Boundless, passionate and flexible.
Personal excellence, accuracy and attention to detail.
Collaborative, achieve results through teamwork and partnerships.
Demonstrate ability to manage multiple priorities and solve problems in a fast-paced environment
Strong analytical skills and ability to collate and interpret data from various sources
Willing to work on a 24/7 shift including nights, weekends and public holidays / on-call as required