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Telecom and network engineer - English speaker

Telecom and network engineer - English speaker

NGBSRabat Metropolitan Area, Morocco
Il y a plus de 30 jours
Description de poste

We're recruiting network and telecom engineers to join a level 2 support chain and provide support and expertise across all phases of network incident handling.

You will be responsible for :

  • Dealing with unitary "Consumer" and "Business" complaints relating to ADSL and FTTH access and associated services (VOIP, IPTV, etc.),
  • Analyse, diagnose and resolve incidents within time constraints,
  • Ensuring customer satisfaction by providing relevant and accurate responses with minimum delay,
  • Ensure customer communication
  • Identify and diagnose malfunctions, incidents and service interruptions and implement corrective measures,
  • Checking that level 1 tickets are complete and progressing correctly,
  • Technical support for the customer service team and first-level field teams,
  • Supporting the end customer from start to finish until the service is restored
  • Qualification of tickets before escalation to Expert level 3 services (analysis and diagnosis).
  • Monitoring incidents : Use of the incident database : reminders, consolidation, trend analysis. Requests for in-depth preventive action.
  • Handling user requests following malfunctions : taking customer calls.
  • Managing a team of technicians and implementing operating procedures.

Profile required :

  • Graduate (Bac +5 / 3) with a specialisation in networks and telecoms
  • You have an advanced level of communication skills in English
  • You have initial experience - internships - in handling network incidents.
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