Job Description

• Provide support to 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 TT (trouble-ticket) or critical CR (change-request)
• Support operational level planning and optimization of services, escalation and resolution for all service performance related technical issues.
• Provide support to consistently exceed Data Center collocation customer expectation as defined in the customer contracts and SLA’s to ensure quality customer service objectives (QCS) are met.
• Ensure clients are receiving critical reports like PPM, power readings, White space physical environment etc. on regular basis conforming to the client SLA’s.
• Review and re-engineer the business process and procedures to improve performance and customer experience.
• Periodically maintain and upgrade the documents related to DC access, client SOMS, Customer services guidelines, Do’s and Don’ts of DC.
• Handle each customer transaction from end-to-end and ensuring customer delight, despite drastic increase in number of transactions. Oversee the achievement and maintenance of agreed customer service levels and standards (SLA’s).

Qualifications:

• CCNA/CCNP/ITIL Certifications Preferred
• Minimum Graduate
• UPTIME certification is preferred

Experience:

• A minimum 4 years of experience preferably in customer service within an International IT / Telecommunications organization.
• Experience 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 orientated
• 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