About the Business Unit:
Operations & Services is a major part of the company’s first line customer facing activities and has a significant role to play in both the achievement of customer satisfaction as well as service assurance as defined in the annual business plans.
The Business Installation and Field Services team offers installation and maintenance of a full range of complex and sophisticated solutions for Ooredoo’s Strategic Accounts, Commercial, Government and SME & SOHO customers.
The Level 2 support team is an integral part of the Enterprise Support Center and responsible for the resolution within SLA of incidents impacting Ooredoo’s customers and positioning as trusted advisors capable of building solid, long-term Customer relationships.
About the Role:
This role is responsible for handling the network level incidents and providing solutions to critical issues faced by Ooredoo’s B2B customers through technical expertise, problem solving and customer handling skills.
You should have at least 5 years of Level 2 support experience with debugging, diagnosing and troubleshooting skillsets. You should have in-depth knowledge in Routing & Switching technologies in multi-product/protocol/hybrid environments. You should have awareness in networking tools such as traffic generators, analysers, etc. You should have adequate skillset and experience with IP Networking, L2/3 Protocols, IPv4, IPv6, BGP, OSPF, EIGRP, HSRP, IS-IS, STP, MPLS, as well as an emphasis on SNMP. You should have experience in handling escalated issues from the Level 1 Team.
Minimum requirement is a BE/B.Tech Degree or equivalent in years of progressive experience in B2B Telco environments. Valid CCNP/CCIP or equivalent certification is a must.