Technical Officer - Enterprise Technical Assistance Centre (Dialog - Group Technology)
Posted by: Dialog Axiata PLC
Posted date: 2018-Aug-21
Location: Colombo 02
Services and Network Assurance
Conduct troubleshooting of technical issues received via system and other alternative monitoring tools and provide minimum downtime and technical solutions within the agreed and acceptable SLA for the Enterprise portfolio of customers
Provide support to minimise technical issues in order to give an effective and efficient resolution within SLA
Provide second level support to escalated complaints within Enterprise Technical Assistant Centre (DE –TAC) to rectify the issue within SLA and offer a satisfactory service to customers
Escalate any complaint that is beyond the control to TAC to obtain guidance from Post Sale technical experts and to offer a satisfactory resolution to customers.
Coordinate with Field Support Staff to attend complaint in customer location by taking responsibility and guiding them on how to rectify the faults through monitoring systems in a well efficient manner using the technical knowledge.
Execute planned maintenance and fault rectification work through negotiating with customers on down time and then proceed to carry out the maintenance task as per the schedule. e.g .migrating customers to a different backhaul path
Carry out routine checks on customer solutions to assess the quality and performance and identify where preventive maintenance action is needed to provide an enhanced service to the corporate customer
Identify issues (e.g. critical /unstable links) that occur frequently in corporate customer solutions and take proactive measures to avoid these .e.g. replace equipment when degrading is discovered
Analyse of corporate customers daily service related alarms (and attend to the issue and take proactive measures before customer lodges a complaint.
Provide assistance to maintain spare equipment for smooth the operation by Inform and escalate any foreseen issues due to equipment shortages
Negotiate with vendor on improving the product or identify possible alternative products & solutions to address the issues that were identified in customer solutions through regular monitoring of failing equipment to be minimise the future Complaints
Share information and participate in discussions with team members in order to achieve corporate efficiency. e.g. divisional meetings, team meetings
NVQ level 5/IVQ level 5 qualification
OR City & Guilds Advanced Diploma/ HNDE/ NDT/ NDES/ Diploma in Technology (OUSL)/ Advance Diploma in Telecommunication Technology / Advance Diploma in Information & Communication Technology/Advance Diploma in Information Technology / Advance Diploma in Construction Technology/ National Diploma in Engineering Technology etc