Job Summary:

This position is responsible for service problems resolution from repeater to end user ensuring all tickets and customer outages are resolved in a timely manner.

Job Duties:

• Ownership of Service Problem from repeater to end user upon notification of service problem (proactive & reactive) will diagnose & manage service problem, correct & resolve service problem, and analyse service problem making recommendations & improvements for future enhancements.
• Handle the maintenance of networks resolving 2nd level support tickets.
• Ensure that any faults in the network or tickets are dealt with in a timely and professional manner.
• Provide solutions that fall in line with the Service Level Agreements and all Health and Safety requirements.
• Utilize Understanding of networking devices and topologies, Knowledge of wireless networking, microwave radio, Ethernet and fibre to resolve tickets and maintenance requests.
• Maybe required to be called in for support for different shifts covering the operational needs.
• In-case of need for escalation to NOC, report the issue to team leader for analysis and further routing.
• Manage/participate in Root Cause Analysis (RCA) for Network outages and provide fix and resolutions for the identified Problems.
• Utilize functional understanding of Network fundamentals.
• Monitor network elements for exception conditions and perform trend analysis.
• Track outage conditions in equipment to insure timely resolution.
• Instruct field maintenance on problem resolution.
• Escalate issues to the appropriate level of support when applicable.

• Access Network Engineer:

• Handle new installation for FOC and ensure providing service to customer.
• Handle receiving ticket requests from customers or sales ensuring opening a ticket in the system and monitoring the tickets resolution times and status.
• Maintain highest customer satisfaction rates through continuous communication with the customer and speed resolution of the tickets.

• Check monitoring system Sensors and Alarms and taking actions (Open new ticket if needed).
• Check links quality for forwarded tickets.
• Handle installing new points/ Uninstalling (other) with technical team.
• Handle checking master problems (Unreachable, damaged) with technical team.

• Handle Alignment Masters needed/ Slaves (based on customer demand and according to technical instructions) with technical team.
• Handle direct Communication with walk-in customers in company and help to fix and solve their problems.
• Checking Fiber links, Powered off, and making needed maintenance operation by checking Fiber link Cut-off and forward to Civil Dept.

• Handle Installing, Changing, Checking, Load distribution of Bridges.
• Email concerned parties for any update related to Technical work (Points and Bridges).
• Handle Making and updating statistics for all wireless Masters in Repeaters.

• Handle direct calling customers for procedures in master or slave maintenance till resolution.
• Follow up emergency (Operation) with technical team to re-operate Repeater.

• Review Online Sheet (sharikat and Point Backup) implementation and update to install link and backup link for fiber point.

• Handle Air Fiber links (Sub-Repeater) Bridges, and its Point Update report.