Front Office Engineer (Core) - آقا

Work Location: Hamrahe Aval

Job Description:

• Continuously monitor (24/7) the status, performance, and alarms of all network nodes and segments.
• Carry out regular O&M routines and preventive maintenance activities.
• Acknowledge alarms based on agreed OPI and customer requests.
• Detect critical and major alarms within SLA; check alarms in the NMS, confirm no relation with ongoing CR/WO in the network, and perform 1st-level action commands before alerting.
• Inform technical leaders about important outages and updates within internal SLA.
• Ensure escalation to Network Operations Management if the alarm is not cleared within the SLA.
• Perform the health-check process.
• Ensure proper alarm handling and escalation procedures are followed to achieve the shortest possible reaction and remedy time and attain required service levels.
• Check the NMS and trouble ticket system to see whether the problem is related to an ongoing alarm or a lack of coverage.
• Open TT (network fault or customer complaints) in the trouble ticket system within the agreed SLA.
• Coordinate the remedy of failures by diagnosing the fault.
• Maintain full observation of the ticket dashboard and follow up with BO, Province, and other teams.
• Close the trouble ticket when the alarm/customer complaints are confirmed as resolved and ticket comments are verified.
• Update the ticket with information related to the problem (best practices, field information, access, complaint area, etc.).
• Hand over a clean ticket dashboard to the next shift.
• Report and address without delay any deviations and anomalies for OSS, monitoring, and ticketing systems.
• Ensure all information regarding the trouble (alarms, customer complaints) is completed in the system (trouble ticket system/CRM/network database).
• Provide effective and complete handover for running incidents among shifts.

Requirements:

• Familiarity with basic concepts of mobile networks (2G/3G/4G).
• Familiarity with Network+.
• Familiarity with CCNA.
• Minimum technical knowledge in the IT field.
• Very familiar with Schneider Electric devices.
• Ability to diagnose and evaluate the complexity and urgency of problems and make correlations.
• Analytical and problem-solving skills.
• Teamwork.
• Ability to work under pressure.
• Agility.
• At least a Bachelor's degree in Electrical Engineering (Power, Telecommunications, Electronics), IT, Computer Engineering, or ICT.
• Intermediate level in English.
• Intermediate level in MS Office (Word, Excel, PowerPoint, Access, Visio, etc.).
• Full-time availability (24/7) to support after office hours and ability to relocate within the country.