Backend Network Engineers at Willers Solutions

Job Brief

• To provide first-level off-site technical support for all wire-line infrastructure, including backbone, FTTx, and outside plant, among others.
• To consistently provide high-quality customer service and support while ensuring customer satisfaction.

Duties

• Incident Management (First Level Support)
• Identifies the root-cause of customer issue & advice’s on how to resolve the issue.
• Identifies resources needed to solve the issue and estimates the effort required.
• Receive, log and take ownership of all faults.
• Respond to Business and Retail Engineering Team and provide timely, complete and accurate resolution to customer inquiries via email or phone.
• Monitor and escalate based on SLAs, coordinate with other teams as may be necessary to resolve customer link issues within the agreed SLAs.
• Proactively monitor all wire-line connections (Backbone, P2P and FTTx).
• Network Operations and Optimization
• Run on 24*7*365 network monitoring operation.
• Proactively escalate issues to the infrastructure team for capacity planning and Network optimization
• Prompt Response to inbound calls and emails.
• Ensure daily updates of all complaints not closed (open tickets) by following up with person(s), units and organizations responsible.
• Timely Escalation/feedback to relevant units.
• Liaise with the OSP on updates of progress on link restoration and Incidents reports ensuring they are kept up to date.
• Dissemination of information regarding corrective maintenance, causes, planned outage period
• for repair/preventive maintenance
• Preparing Technical Reports and Documentation
• Prepare daily incidence summary reports.
• Prepare weekly/monthly link availability reports forBackbone, P2P & FTTx.
• Produce periodic error-free link reports in order to inform both management and customers of service levels achieved and areas of service improvement required
• Documentation of all modification before and after corrective/preventive maintenance (e.g. ODF port reports, OTDR trace test, straight line diagrams, cabinet utilization reports)
• Inventory Management: Ensure availability of maintenance consumables.
• Trigger reorder before stock-out.
• Ensure repair / return of maintenance.

Requirements

• B.Sc / B.Eng Computer Science / Computer Engineering / Electrical Electronics Engineering
• Minimum of 3 years experience required
• Proven track records of maintenance and management of metro and/or longdistance fiber optic infrastructure.
• CCNA (Desired)
• Strong telecommunications & in-depth knowledge of wire-line access Network.
• Excellent communication skills both verbal and written.
• Display customer centricity in response to requests and also outage restoration within stated SLA’s.
• A hands on experience with the following is a must: IP Routing and VLANs.
• Experience with Fiber Optics Point-to-Point and FTTx technologies is desirable.
• Candidate must possess excellent customer interface, analytical and presentation skills and be able to influence internal and external customers.