Job Description

Position : Engineer L3

Qualifications : Degree in computer science or equivalent experience within area related to the job function +

CCNP /CCIE

Experience Required : 5-year experience in the Information Technology field. 4 years' experience in Customer Service

Department : e& UAE, Tech & IT - Central Engineering

Division : Customer Operations - Managed Services Solutions

Salary : AED 10,000- 13,000

Location : Dubai

Requirements

Ability to work in a 24x7x365 NOC & SOC shift environment. Monitor, handling and manage customer incidents/change/complaints to ensure timely completion within specified SLA Excellent Customer communications skills Ability to execute changes in customer infrastructure setups. Act as primary point of contact for outages and escalations. Generate & ensure accuracy for all daily and weekly updates and reports for Systems health and availability. Develop, implement, and maintain departmental policies and procedures. Apply IP Networking, Security, VOIP & Systems related knowledge in troubleshooting customer problems. All changes execution to be completed without errors and expectation is 100% changes without outages. Leading incident management sessions and preparing, discussing the RFO & root cause analysis with customers.

KEY RESPONSIBILITIES

Work in a 24x7x365 NOC & SOC Shift environment. Proactive monitoring of customer network infrastructure to enable the CNOC to comply with the customer SLA's. Monitor/manage customer complaints on the CRM system to ensure timely completion within specified SLA. Follow-up on escalated fault tickets to ensure timely response to customer. Responding to emails, tickets and calls, completing requests and resolving issues & maintaining NOC Information Management (Includes maintaining knowledge-base and procedural documentation). Open Service Requests and Problem Tickets in the Service Desk and assigning them to the proper support team at the proper severity level. Act as primary point of contact for outages and escalations. Act as subject matter expert for SNMP Monitoring and Reporting Systems. Generate & ensure accuracy for all daily and weekly reports for Systems health and availability. Execute tasks as necessary to ensure departmental business needs are satisfied. Develop, implement, and maintain departmental policies and procedures. Apply IP Networking, Security, VOIP & systems related knowledge in troubleshooting customer infrastructure environments (Multiple technologies). Should have Excellent analytical and problem-solving skills, with the ability to quickly diagnose and resolve complex network issues.
Job Types: Full-time, Permanent, Fresher

Pay: AED10,000.00 - AED13,000.00 per month