Ooredoo is an organisation on the move. Thanks to our dedicated employees, we continue to move closer towards our vision to be among the top 20 telecommunications companies in the world by 2020. We are a dynamic global telecommunications player operating in 17 countries across the Middle East, North Africa (MENA) and Asia. We cover a population of more than half a billion people and serve more than 68 million customers. In Kuwait, we employ approximately 1,000 talented people, all of whom are driving Ooredoo to be the number one choice for world-class communications services in Kuwait. In the face of intensifying competition, increasingly sophisticated technology and rising customer expectations, nothing is more important to our success than our team – and it’s a team that you can be part of. Ooredoo’s future is bright, and you can be part of our ongoing success.
Activate the new provided services to B2C and B2B customer in the system.
Key Accountabilities and Activities:
Execute all received orders in the system regarding customer service Activation/ deactivation/ Upgrade/ Downgrade.
Provision customer network services on core equipment
Supporting Engineering/ Voice team during the installation to achieve customer request successfully.
Update B2B support team with newly activated and deactivated services to add/remove them in network monitoring tools.
Maintain IP Plan with the updated reserved IPs for B2B customers.
Add/Modify/Delete Centrex phones / ATA through FT voice call manager CMCU
Provide the customers with Microsoft Team and Cisco WebEx accounts.
Notify the customer by email for any changes happen in his services.Collect the required documents and register the customer requested domain with CITRA.
Maintain CITRA portal and ensure to renew the domains before the expiry date.
Execute the required changes requested from customer/support on portalAdd/Modify/Delete DNS records for hosted domains
Ensure that DNS records are up to date in all DNS servers.
Maintain and operate the webhosting service and provide the customer with the portal access to update his website contents.Provide 2nd level of troubleshooting for escalated cases from B2B support.
Execute the newly requests from the customer regarding DNS, Webhosting & email services.
Track all tickets assigned to the department and ensure to close them within accepted SLA.Manage the Access Control System
Conduct Quarterly Maintenance on all POPs
Troubleshoot system issues with the vendor.Manage FT Camera System for all POPs
Add/Modify/Delete and troubleshoot cameras issues. as needed/requested
Conduct Quarterly Maintenance on all POPs RemotelySupervise day-to-day operational activities ensuring timely and professional delivery.
Ensure all received requests are processed accurately confirming all essential information is captured and entered correctly.
Ensure to close all received activities within the accepted SLA.
Identify and escalate situations requiring urgent attention to the manager.
Implement company policies and procedures and follow the set procedures in order to achieve Department’s objectives.
Set team objectives and define the required KPIs.
Ensure the accuracy of the team attendance daily.
Perform periodic evaluation for the team.
Build the annual leave plan for the team to avoid any conflict may happen during the year.
Perform any other roles & duties as directed by the line manager including the yearly objectives.
Diploma/Bachelor degree in Computer Science, Information Technology or any related field.
Proficiency in both English and Arabic languages.
3 – 5 years’ experience in the same field.
Network experience covering advanced routing and switching knowledge.
Working knowledge of VoIP technology.
Collaborate and work well with others.
Self-motivated, enthusiastic, and able to handle multiple support cases.
Ability to assess faults, prioritise, respond and escalate accordingly.
Customer-oriented, and capable of providing high levels of client satisfaction.
Strong analytical thinking
Capable of multi-tasking, good time management and prioritisation of workload.Experience with DSL media troubleshooting and configuration.
Experience with GPON media troubleshooting and configuration.
Experience with Fiber media troubleshooting and configuration.
Experience with Wireless media troubleshooting and configuration.
Note: you will be required to attach the following: