Job Description SMC Controller - ( 23202233 )
Description
Responsibilities:
Proactive & Reactive coordination with corporate customers for fault reporting, degradation complaints, and ability resolve or redirect to relevant team.
· Issue/follow-up/close trouble tickets with proper update.
· Follow systematic troubleshooting procedures to resolve faults reported by customer or by Monitoring system.
· Administer fault rectification processes from the initiation of call to resolution of fault.
· Update other departments, customer and management while abiding by the escalation procedure.
· Ensure timely handling of trouble tickets in ticketing system within KPIs are met.
· Escalate to Team Leader/Supervisor/Manger any TT that needs intervention.
· Carry out Preventive Maintenance coordination with other units as per schedule.
· Assist in preparation of Reports, Analysis etc... And in any other works assigned from time to time.
· To process any additional assignment designated by management.
· Proactive Coordination between Customers and Solutions Engineers for fault resolution.
· Ensuring that Customers are kept informed at all stages of fault investigation and resolution and for escalation to higher management as per escalation procedures.
· Developing monthly reports as well as fault history reports for any customer as per request by higher management.
· Ensuring that Technical Data Entries in ticketing system are reviewed regularly and irregularities highlighted to SMC Team Leaders immediately.
Qualifications
Qualifications:
Minimum of Diploma Degree in the related field Minimum of CCNA Certificate. Network + Or proven field experience in routing & networking
Language:
Arabic / English Fluent ( speaking , writing )
Experience:
3 years’ experience in the relevant network based technical support
Primary Location
: Kuwait-stc Head Office
