Bayt.com Jobs: Help Desk Operator - Qatar National Broadband Network

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Help Desk Operator - Qatar National Broadband Network Jan 9th 2013, 16:42 Division: Operations Department: Network Operations & Maintenance Reports To: Help Desk Supervisor Job Summary • Responsible for Network monitoring, receiving fault notifications; prioritize, route, monitor and document repair activity & ensure all faults are resolved with SLA period Main Responsibilities • Monitoring of network through Fiber monitoring system of any other network element manager system • Initial trouble shooting of faults through available systems • Receive and handle fault notifications on the network, log and route the issue to the appropriate personnel/department for resolution. • Issue trouble tickets appropriately prioritized according to the severity of the issue. • Track and route problems and document resolutions once confirmation has been received to close trouble tickets. • Respond promptly to requests for technical assistance and provide tier 1 level support. • Route/redirect problems to appropriate resource (i.e. to level 2 & 3 when needed). • Follow up with maintenance team to ensure timely resolution of network faults within the required timeframe and highlight any delays. • monitor SLA's for both customers & contractors and escalate whenever the SLA is breached • Manage Mean Down Time according to the QNBN outage window • Perform routine configuration and troubleshooting of fibre monitoring system. • Ensure that system acceptance tests are conducted so that all parts of the network are operating as required post resolution. • Prepare daily, weekly, and monthly statistics and status reports on complaints received. • Practice duties and roles in line with the authorities as illustrated in the authority matrix. • This covers the key responsibilities to be performed, but is not all inclusive. It does not preclude other responsibilities from being assigned and undertaken. Job Details Date Posted: 2013-01-09 Job Location: Doha, Qatar Job Role: Technology/IT Company Industry: Telecommunications Preferred Candidate Career Level: Mid Career Degree: Certification / diploma Apply Now - Jobs in Qatar - Search All Jobs

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