*Job Description
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Support Engineer is responsible to maintain the service into the Enterprise Customer satisfactory level.

*Responsibilities
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•Maintain Customer Satisfaction in all communications with customers.
•Handle customer complains received by mail (esupport@tedata.net ) and 95 % of Received calls on 19777.
•Perform professional level troubleshooting of customer problems aiming at solving the problems, or properly indicating the source of the problem and forwarding it to the right entity through the right channels.
•Monitor the performance of Enterprise Customers Connections to ensure that the service is running in the customer satisfactory level.
•Suggest improving the service performance level.
•Handle and follow up field technicians operations to ensure all field operations are solved in time.
•Update the trouble ticketing system (E-Vision) by customer complains, troubleshooting procedures performed to solve complains.
•Prepare and send outage reports for planned maintenance, and keep monitor the customers attached to those exchanges to ensure all customers back to normal status after outage.
•Perform Field & Customer visits to ensure all customers complain solved in a professional way and in minimum time.
•Creates Network diagrams and reference charts to Enterprise customers.
•Configure and test the Equipments replaced at exchange or customer sites.
•Interface with technology vendors and suppliers and evaluate their product to determine their suitableness to be incorporated into TE Data’s Enterprise Networks.
•Handle day-to-day tasks, manage time, prioritize, assigns, and delegate tasks to ensure they get completed within established deadlines.
•Accomplishes all of the above in accordance with standard TE Data policies and procedures

*Qualifications and Skills required:
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Bachelor’s degree in Communications Engineering.
TEAM PLAYER with EXCELLENT communication and interpersonal skills
EXCELLENT command of written and spoken ENGLISH

Work experience with all or any the following:
•CCNA is must, CCNP preferred.
•Good knowledge of Network fundamentals, equipments configuration and administration (Routers, DSLAMs, Switches, VOIP Gateways ....etc.)
•Advanced (Not Basic) skills using MS Office suite such as Word, Excel, Project and Visio.
•Excellent report writing skills.
•Effective problem solving skills
•Excellent organizational and documentation skills
•Proven analytical skills
•Detail oriented
Ability to multi-task