Summary
Date Posted: Friday, July 28 2023, Base Salary: Not Disclosed

JOB DETAILS:
Job: Level 1 Support Engineer/Specialist (1)
Function: Support Function
Reporting to: Chief Technical Officer (CTO)

Job Purpose:
Provide end to end Enterprise Support, Planning, Implementation and Operations management as well as accountability for customer satisfaction. This will include providing 2nd level support, resolving escalated incidents, coach the first level support and installation team. To be acknowledged as the technical expert within the company.

Key duties and responsibilities
• Operationally accountable and responsible for enterprise support and implementation.
• Accountable for enterprise operations, incident management, problem resolution
• Agree to a set of KPIs for regular measurements and benchmarking.
• Deputize as directed with the highest degree of professionalism.
• Network quality and performance management. Assist with creation of ad hoc reports as required.
• Point of contact for document management from high-level design (HLD) to low level design (LLD) solutions based on the customer’s technical requirements.
• Develop standard procedures for effective service delivery and management.
• Daily review and update of case and ticket incidents reports and deploy appropriate solutions to improve service experience.
• Responsible for the Enterprise Network regulatory (UCC) compliance reports as well as detailed incident reports.
• Act as the SPOC for Enterprise Support activities across the different stakeholders
• Act as an escalation point for customer complaints and queries and solutions.
• Installation and de-installation of Enterprise customer service and equipment as per agreed SLA with Enterprise Installation Team / Function.
• Evaluate solution designs for customers prepared by the installation and support teams and provide feedback on feasibility.
• Capacity building for the teams.
• Ensure good customer experience by timely delivery of customer solutions requested.
• Adhere to all company policies and procedures.
Ideal candidate

The applicant must hold a BSc ICT degree, BSc Telecommunication Engineering, Computer Science, or any related field from a recognized university.

Experience
• Minimum requirement of BSc Electrical Engineering degree, BSc Telecommunication Engineering, ICT, or any related field.
• Certification in Networking Courses. CCNA, CCNP, Juniper
• Minimum of 3Years’ experience in Telecom/ICT industry
• Experience in a leadership role
• Knowledge of various platforms including Data (IP/MPLS, OSPF, BGP, Ethernet)
• Demonstrate ability to manage multiple priorities and solve problems in a fast-paced environment.
• Expert knowledge of atleast one ticketing system (CRM)

Skills critical to the role
• Ability to explain technical issues to non-technical people.
• Ability to work with minimum supervision.
• Good interpersonal and analytical skills.
• Self-driven, team player, good presentation skills and motivated.
• Willing to work on-call as required.
• Ability to prioritize and manage tasks with patience and perseverance.


Work Hours: 8

Experience in Months: 36

Level of Education: Bachelor Degree

Job application procedure
To apply for this job email your details to hrug@gilat.net 

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