Responsibilities
- provide a professional second and third technical support for Enterprise Network Management customers
- provide third and fourth level of troubleshooting for legacy customers and customers owned networks
- owns the chronic and the complex problems / incidents.
- Execute the simple changes for the CIC2.0 customers
- higlight all the single point of failures and potential issues that might affect the customer to the customers account team.
- diagnose fault-related cases by effectively utilizing software diagnostics and other network/product utility programs.
- provide updates as needed to the customer in order to meet performance objectives.
- comply with all the special process and procedures agreed with the account teams and customers.
- ensure cases are allocated to the most appropriate 'next step' as part of the case flow process
- perform technical escalations in line with company procedure.
- monitor systems, customer networks and products, and deal with alerts and events as appropriate.
- liaise and refer issues to correct/relevant entities when needed.
- document all troubleshooting and case management actions via the electronic case management system.
- undertake any other reasonable task as assigned.
- ability to build relationships with peer and management levels both with clients and the company management
- determination to process tasks according to predefined processes is essential.
- drive chronic and complex cases in to quick and efficient resolution.
- act as a case manager in order to always push for faster issue resoultions.
- provide technical training to the team members when required