IGW Segment Engineer L2

1.00 to 10.00 Years Riyadh, Saudi Arabia 01 Nov, 2022

Job Location	Riyadh, Saudi Arabia
Education	Bachelor's degree / higher diploma
Salary	Not Mentioned
Industry	IT Services
Functional Area	Not Mentioned

Job Function:

Handle Level 2 tickets raised by the L1 NOC Team
Respond to Customer / other department queries regarding incidents using calls, emails, messaging tools, etc.
Perform troubleshooting on Cisco Routers and Switches,
Update trouble tickets using the customer Incident management system
Escalate and assign tickets to L3 teams as needed
Perform Escalation management using established NOC procedures and tools
Perform the above tasks within established NOC SLAs
Produce and organize printed and electronic reports
Coordinate and maintain a log of request activities of the help desk
Prioritize service requests according to the importance of emergency
Update customer status of problem resolution as per SLA
Work in a 24x7 duty roster as per shift schedule
Actively maintain vendor SLA and document it
Create change management documents, perform network upgrades as per approved change activities
Maintain and operate end customer network as per vendor best practices and end customer baseline configurations
Provide quality and performance reporting as per customer requirements

Keyskills :

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