Job Description

Key Accountabilities

Provide support to Technical Support Desk and Technology Teams for troubleshooting and supporting NBI clients. Handle on-site hardware replacement and troubleshooting related to client incidents. Provide Hands & Eyes support to all NBI DC operation clients residing in Khazna, Meydan and Masdar DC. Meet SLA response times for handling any TT (trouble-ticket) or critical CR (change-request) Support operational level planning and optimization of services, escalation and resolution for all service performance related technical issues. Provide support to consistently exceed Data Center collocation customer expectation as defined in the customer contracts and SLA's to ensure quality customer service objectives (QCS) are met. Ensure clients are receiving critical reports like PPM, power readings, White space physical environment etc. on regular basis conforming to the client SLA's. Review and re-engineer the business process and procedures to improve performance and customer experience. Periodically maintain and upgrade the documents related to DC access, client SOMS, Customer services guidelines, Do's and Don'ts of DC. Handle each customer transaction from end-to-end and ensuring customer delight, despite drastic increase in number of transactions. Oversee the achievement and maintenance of agreed customer service levels and standards (SLA's).
Qualifications:


CCNA/CCNP/ITIL Certifications Preferred Minimum Graduate UPTIME certification is preferred
Experience:


A minimum 4 years of experience preferably in customer service within an International IT / Telecommunications organization. Experience Service Support and or Delivery role. Good understanding of ITIL for service management BSc Degree in IT, electrical or electronic engineering
Skills


Basic knowledge of Fixed Telecom Products Keyboard proficiency and PC skills (MS Office and MS Outlook). Customer Service focused and Sales orientated Team player Flexible approach towards work Self-motivated / Self-starter Able to work in shifts Problem solving / Analytical skills Strong communication skills written and verbal in one, but preferably two of the following * Languages - Arabic / English