about the role
Handling escalated tickets for IP related failures.
Contacting vendors and following up until failure resolution.
Timely and High-Quality handling of all support Requests.
Use all forms of training provided by Equant to keep up-to-date with existing and new IP services.
Improvement of the OBS knowledge base.
Coach and mentor Service Desk and Incident Management according to the IP Trend Analysis reports.
Shift work/on-call may be required.
An experience on Cisco router configuration and trouble-shooting Excellent network troubleshooting skills
Scope of technical expertise must include some the following:
• Services: Manged LAN VPN and IPNet (Private Internet), QOS, Business VPN (IPVPN)
• Router types: Cisco all chassis, Juniper MX PEs,
• Protocols: IP, IPX, DLS, Metro Ethernet Access, Wireless, Multicast etc.
• Routing Protocols: OSPF, IGRP, EIGRP, BGP4,MPLS
• WAN protocols: X.25, Frame Relay (FR), ATM
• Remote Access: PPP Dial (ISDN/PSTN)
• Internet, IP security
Knowledge of SDWAN and wireless
Service oriented, customer focussed, and have the ability to resolve complex problems through a calculated and methodical approach.
Good interpersonal skills.
Good time management, organisational and communication skills
Ability to work under pressure.
Ability to deal with multiple tasks.
Ability to coach and mentor peers and subordinates
Ability to act as the customer representative with suppliers and vendors.
Proactive, self motivated and determined attitude.
Leadership and Matrix Management, Excellent training & coaching skills
Good analytical skills
Excellent problem solving skills are necessary.
Flexibility in terms of working hours.
Proficient in English.
Customer Services & Operations