The main purpose of this position is to provide high profile and service-managed data center customers with high-quality assistance and information regarding problems/enquiries regarding du products and services.
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Responsibilities
- Provide support to the Technical Support Desk and Technology Teams for troubleshooting and supporting NBI clients.
- Handle on-site hardware replacement and troubleshooting related to client incidents.
- Provide Hands & Eyes support to all NBI DC operation clients residing in Khazna, Meydan, and Masdar DC.
- Meet SLA response times for handling any trouble tickets (TT) or critical change requests (CR).
- Support operational level planning and optimization of services, escalation, and resolution for all service performance-related technical issues.
- Ensure clients are receiving critical reports like PPM, power readings, and White space physical environment on a regular basis conforming to the client SLA’s.
- Review and re-engineer business processes and procedures to improve performance and customer experience.
- Maintain and update documents related to DC access, client SOMS, Customer service guidelines, and Do’s and Don’ts of DC.
- Handle each customer transaction from end-to-end and ensure customer delight, even with a drastic increase in the number of transactions.
- Oversee the achievement and maintenance of agreed customer service levels and standards (SLA’s).
Requirements
- CCNA/CCNP/ITIL Certifications Preferred.
- Minimum Graduate.
- UPTIME certification is preferred.
- A minimum of 4 years of experience, preferably in customer service within an International IT/Telecommunications organization.
- Experience in Service Support and/or Delivery role.
- Good understanding of ITIL for service management.
- BSc Degree in IT, Electrical, or Electronic Engineering.
Skills
- Basic knowledge of Fixed Telecom Products.
- Keyboard proficiency and PC skills (MS Office and MS Outlook).
- Customer service focused and sales oriented.
- Team player.
- Flexible approach towards work.
- Self-motivated / Self-starter.
- Able to work in shifts.
- Problem-solving / analytical skills.
- Strong communication skills, written and verbal, in one, but preferably two of the following languages – Arabic / English.
