Description
We are seeking a specialist Survey Technician to join our Customer Network Solution team at Ooredoo. This role is crucial for delivering and establishing physical network solutions for our B2B customers. You will be responsible for the hands-on survey and provisioning of customer network services and equipment for a range of complex products, including MPLS IPVPNs, SDWAN, and Cloud Voice. Working closely with third-party suppliers and internal departments, you will ensure all service requests are delivered efficiently and within agreed KPI and OLA commitments. This position has a significant impact on our customer relationships and satisfaction, requiring you to provide expert remote support, educate clients on technical prerequisites, and maintain high standards of service delivery. Your ability to solve problems independently, plan your workload effectively, and communicate with diverse stakeholders will be key to your success.
Requirements
1. Minimum of 3 years of experience in provisioning and troubleshooting MPLS IP services and Voice services Customer Premises Equipment (CPE).
2. Strong skillset and hands-on experience with IP Networking, L2/L3 Protocols, IPv4/IPv6, MPLS, POTN, SDH, and FTTX.
3. Good knowledge of router and switch hardware, functionalities, and features from vendors like Cisco and Huawei.
4. Proven physical network troubleshooting skills.
5. Bachelor of Science in Engineering or equivalent progressive experience in B2B Telco environments.
6. A valid CCNA or equivalent certification is mandatory.
7. Experience with networking and testing tools such as traffic analysers, fiber optic power meters, and Ethernet testers.
8. Proficiency with customer relationship management (CRM) and reporting tools like Siebel, ERP, or Qlik.
Desirable
1. ITIL or BICSI certification.
2. Experience executing service requests through third-party suppliers and vendors.
3. Excellent communication and interpersonal skills for interacting with customers and senior-level stakeholders.
4. Strong skills in technical documentation, reporting, and procurement processes.
5. Ability to understand and navigate complex business processes and technical environments.