SMC Controller

stc

Kuwait
Permanent
Full-time

1 month ago

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.QualificationsQualifications:

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

stc

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