Executive Network Support – Zong 4G – Islamabad – Pakistan
Zong 4G invites applications for Executive Network Support in Islamabad, Pakistan
Faculty Title:
Executive Network Support
Job Purpose:
- Network Support Executive” typically interacts with Customer facing staff, Operations Backend teams, Network Engineers and other groups within the CMPak Service Delivery organization. Role will require reporting and analytics to be performed on daily basis.
Job Responsibilities:
- You will receive customer complaints and queries through a variety of channels including ticketing tool, Email, Phone and Chat. In addition to making sure that each individual complaint is properly dealt with.
- Network Support Officer/Executive also needs to evaluate customer problems as a whole so that particular areas of concern can be identified.
- Beyond solving problems which have already arisen, Network Support Executive must also come up with plans designed to help avoid problems in the first place. This involves regularly evaluating the current state of the Network and Applications incident trends, identifying aspects which could be improved and recommend changes in order to facilitate those improvements.
- Along with routine responsibilities, Network Support Executive will often need to provide on-call support to Customer facing teams/users. Depending on work conditions, this can either occur on need basis or be a regular responsibility. Interact with internal/external employees via email, chat, and phone in order to resolve technical issues.
- Take ownership of and resolve discrepancies originating from various systems by analyzing logs and remediating with appropriate action. Properly log all actions taken in ticketing system and create / correct knowledge documentation where required.
- Report/Document/Analyze trends to determine possible areas to decrease inflows and permanent fixtures.
- Develop positive, ongoing business relationships with the internal customer’s management team, and end users striving to understand the customer’s business issues.
- Ensures that company standards/policies and Team’s SOPs are followed. Ensure that all required Network/Application support documentation exists and is maintained. Follow, create, document and improve all processes or SOPs relating to all Operations Level 1 and Level 2 duties.
Eligibility Criteria (Education, Knowledge, Experience and Skills):
Education:
- Bachelor’s Degree is required.
Work Experience:
- Minimum experience of 1~3 years is required.
Skills – Generic:
- Understanding of Telecom Network technology flows and design. Hands-on experience of Huawei, ZTE, Ericson & Nokia EMS will be a plus.
- Very Good Excel Skills. Understanding of CRM/Core/VAS based applications and data access mechanisms.
Skills – Job Specific:
- Ability to work independently in 24/7 shift routine Must be able to demonstrate a customer first approach to support and should possess ability to liaise and communicate confidently and professionally with customer representatives at all levels.
- Excellent analytical, problem solving, and troubleshooting skills.
- Excellent judgment to prioritize customer issues based on their urgency and severity.
- Superb customer service skills and experience.
- Good knowledge of ITIL (Incident/Change Management) and Project Management techniques.
- Should be able to work in shift (Day/Evening/Night) based environment and should be Flexible and willing to work outside core business hours as required.
- Capable of performing a wide variety of duties and responsibilities with accuracy and promptly, under pressure of time sensitive deadlines.
Last Date:
May 13, 2024
