Responsible for onsite level 1 troubleshooting; operation engineer provides engineering for

transport/ticketing systems, virtualization and infrastructure upgrades, changes, troubleshooting,

relocation and migrations specializing in LIT and other vendors solutions. He / She acts as senior
escalation point of operational issues and be able to cross functional lines in troubleshooting
complex problems. This role requires a hands on intervention regularly for customer issues

Additional Responsibilities:

 Become the technical lead and handle escalated issues for Mwasalat transportation systems
 Participate in on call rotations as assignments on L1 level onsite for SW issues
 Take ownership of high priority or sensitive customer issues and ensure prompt services
restoration and issue resolution to the customer’s satisfaction, by using a systematic
problem-solving approach
 Work closely with various technical teams/stakeholders globally to ensure knowledge
transfer of the customer’s issues, and solutions. Keep management informed of all sensitive
issues.
 Work with various technical teams within NEC and provide input on new products, solutions
and feature improvements for reliability, availability, and serviceability.
 Work closely with other onsite Resident/L1 Technicians to support them in gaining a good
understanding of the technical HW issues and their resolution, and support them in driving
high profile technical escalations
 Work closely and follow up on the cases that has already been escalated to NECHK or LIT,
escalate the issue in case it is deemed.
 Participate in customer conference calls and/or if required, onsite face to face customer
meetings to discuss technical issues or handle technical escalations
 Develop and maintain skills in his products and technologies, and highlight any need for
training as the customers networks evolve
 Contribute to technical documentation (White Papers, KB, Troubleshooting Guides) for
internal and external use
 Sound documentation of technical support issues using the available tools is an essential
element of the role
 Develop a “Can-Do” attitude and suggest ways to improve the team performance and
increase customer’s satisfaction

Skills and Experience:

 Higher education (Bachelor or Master degree in telecommunications engineering or

computer science or equivalent
 3-6 years of working experience in a network support role, 2-3 of these years would be spent
supporting transport networks
 3-6 years supporting customers on site and via phone. Must be able to support complex and
high profile customer base.
 Strong communication skills, including influencing and collaboration skills, are a must.
 Strong operating and troubleshooting knowledge across the transportation and ticketing
SWs and equipments,
 Understanding of cloud hosted transportation SW and cloud (VMWare) technolgies
 Strong problem-solving skills, applicable to large and complex network scenarios
 Customer management and customer service skills.
 Ability to travel

In addition, knowledge of the following would be an advantage:

 Unix/Linux administrator skills

 NAT, IPSec,
 Experience working with LIT on day to day basis
 Experience with VMware or other virtualization products and/or cloud infrastructure.