Al-Watani Access Network Engineer
Job Description
This position is responsible for service problems resolution from OLT to end user ensuring all tickets and customer outages are resolved in a timely manner.
- Ownership of Service Problem from OLT to end user upon notification of service problem (proactive & reactive) will diagnose & manage service problem, correct & resolve service problem, and analyze service problem making recommendations & improvements for future enhancements.
- Ensure that any faults in the network or tickets are dealt with in a timely and professional manner.
- Utilize Understanding of networking devices and topologies, Knowledge of FTTH networking, and fiber to resolve tickets and maintenance requests.
- Utilize functional understanding of Network fundamentals.
- Monitor network elements for exception conditions and perform trend analysis.
- Instruct field maintenance on problem resolution
- Perform other duties as assigned, may require working hours outside normal business hours – remotely or onsite and with field team when needed.
- Work trouble and change tickets effectively and efficiently; Interact with different departments, Vendors and Customers, staff to facilitate quick resolution of issues in accordance with established processes.
- Follow up the new installation, Maintenance processes and procedure and suggest new idea to challenge the process.
- Escalate issues to the appropriate level of support when applicable.
- Track outage conditions in equipment to insure timely resolution
- Manage/participate in Root Cause Analysis (RCA) for Network outages and provide fix and resolutions for the identified Problems.
- Provide solutions that fall in line with the Service Level Agreements and all Health and Safety requirements.
- Handle the maintenance of networks resolving support tickets.
