Enterprise NOC Shift Leader

Description:

Handling Enterprise customer's technical problems.

Receiving customer complaint via Mail, call and customer portal.

Effective communication in handling hard calls for frustrated customers.

Making first troubleshooting on customer connection.

Solving customer Trouble Tickets as FCR.

Escalating Trouble Tickets which not solved as FCR to concerned team with providing appropriate solution.

Working to escalate the repeated problems to finalize it permanently.

Following and finalizing Key Accounts customers problems.

Handling customer high level internal network technical requests.

Handling complex routing complaints with 2nd level NOC.

Handling complex configuration modifications from both Provider & customer edges requested from customers.

Supporting NOC support coordinator by Handling customers night emergency technical change requests (TCRs)

Supporting NOC support coordinator by Handling non-technical complaints and requests during night shift.

Supporting NOC support coordinator by following Call Back during night shift.

Operation Target:

Working to achieve First Call Resolution target.

Achieve them queue SL (80/20).

Achieving routing / configuration changes SRs SL.

Achieving SRs SL and escalation time

Working to enhance NPS score.

Customer Experience:

Handling customer's emails professionally.

Adhering to call standards in order to provide excellent service to our customers.

Handling queue SRs and requests.

Qualifications

Bachelor degree in Communications Engineering

CCNA certified.

Very Good Knowledge in networking solutions and services.

Very good writing and reporting skills.

Very good communication skills.

Very good in English language.

Ability to work under stress and pressure.

MS knowledge is required.

Flexibility in terms of working hours.

CCNP Certified

Cisco Routing Certified

Experience:

2 years Experience in the field of data communication.

Working on Huawei, Cisco Routers and DSLAMs

Strong background in networking.

Call Centre background skills

Previous experience within ISP Providers

CCNA Certificate

Cisco Routing Certificate

Soft Skills