Description de l'offre
To provide first line support functions for Charging, Payment, Mediation, VAS and Messaging systems.report and escalate the network/service problems according to the agreements & rules.
•Provide first line technical support
•Provide the essential technical support for Charging, IN , Messaging, VAS, USSD,Huawei IVRs, Payment gateway & Raseed- Xtra, VF-CASH, BT, ETOPUP services,based on the on call system 24*7.
•Provide FCR trouble shooting and problem analysis incritical situations.
•Solve customer problems & system alarms escalated from 24x7 SOC and TECH-IM teams
•Work order & changes implementation
•Apply advanced changes and WOs on all services & charging domains after verification from Assurance and 2nd line teams.
•Deploy the security & audit recommendation
•Escalate and follow up problems with the 2nd line support teams and implement their recommendations.
•Regular management, TECH-IM and SMC update as per agreed on KPIs
•Create proper technical documents according to ISO standards
•Handling Individual complains
•Provide back-office support to the team in customers individual complains.
•Regular customer care touch points meeting and fulfill their requirements.
Must have technical/ professional qualifications:
•Computer Science/Communications engineering Bachelor Degree
•Experience 2-4 Years in IT Area
•Knowledge of GSM/GPRS/3G network structure.
•Oracle Database Administration and SQL (Oracle is preferred)
•Basic Multi-Tiers Application systems is plus.
•Good Knowledge with different operating systems (Unix, Linux, Windows).
•Programming languages (Java, Perl, shell scripting ) is a plus
•Fair knowledge with TCP/IP protocols
•Time management skills
•Ability to work under pressure.
•Self-reliant, flexible and ability to work in deferent places.
•Good Self Learner.
NB: it's an Outsource vacancy