Minimum Qualifications

• Bachelor’s degree in Engineering or IT
  
• Professional certifications – CCNA/JNCIA, ITIL, MEF
  

Experience and Skills

• Relevant internship experience preferrably in telecom industry
  
• Basic knowledge of various technology platforms in transport (SDH, DWDM, OTN) and data (BGP, Ethernet, IP/MPLS)
  
• Basic knowledge of monitoring systems e.g PRTG, NMS, OMS, Cacti etc
  
• Effective written and verbal communication skills
  
• Excellent communications and soft skills, including ability to listen to and summarise and concisely share key information with clients
  

• Interface with clients for service assurance and service delivery queries, achieving high levels of client satisfaction
  
• Proactively monitor alarm management systems for events, create, own and manage trouble tickets for successful incident resolution
  
• Interface with suppliers to resolve incidents
  
• Provide incident management support; trouble shooting and resolving all technical incidents at first level
  
• Ensure all service tickets on NetSuite have correct closure data
  
• Assist with planned engineering works, including service impact analysis and client’s notifications
  
• Identify service concerns, issues, challenges and escalate to TAC and Management
  
• Maintain accurate records, assist with auditing and data cleaning as required
  
• Assist Field Engineers as required (installation, patching, troubleshooting, testing, inventory)
  
• Assist with creation of ad hoc reports as needed
  
• Assist other departments and perform various projects as required