Key Accountabilities
- Handle 1st and 2nd level support cases professionally and independently via all the Service Operations Channel.
- Provide excellent, dedicated and proactive support service for VAS Business, Regulatory Affairs & TDRA.
- Provide technical guidance and solutions to the Service Operations Center, Enterprise Customer Service and Consumer Service Assurance.
- Working with higher tier support teams and perform the live troubleshooting sessions for P1 & P2 Cases.
- Deep understanding of Protocols L4 to L7, Moderate Understanding of L2-L3 Protocols.
- Deep understanding of VOIP and VPN Applications Behavior, Performance, Trends, Techniques and Identification/Detection Intelligence.
- Deep understanding of web content filtering products and its function.
- Deep understanding of Deep Packet Inspection products and its function.
- Perform deep problem investigation on Internet Applications and Web Content Traffic.
- Knowledge and Expertise of Lab and Production Environment Management. Testing and Go Live.
- Expertise of Change Management, Version Control, Software Test Management Tools, Software Test Reporting Tools.
- Plan and Conduct the Testing, Capturing the Information (Network/Application Traces) and Submission of Detailed Observations & Information to the relevant POCs.
- Preparing periodic and ad-hoc reports to planning team and business teams to keep track of the progress of the Applications Service Performance on EITC (du) network.
- Deep Understanding on VOIP and VPN Solution/Functionalities – Enterprise and Global.
- Thorough understanding of the Mobile Handset Functionalities, Operating Systems (OS), Radio Access Technologies, Client- Server Communication, VOIP & VPN Protocols, Planning Test Methodologies, Test Environment Setup across Fixed and Mobile Network Scenarios and willingness to go extra mile in every assessment and task.
Qualifications:
- Bachelor of Engineering / BSc. In Electrical/Electronics/Telecommunications /Computer Science
Experience:
- Experience with Deep Packet Inspection and Web Content Filtering Products.
- Familiar with one of the following languages: Perl, Python
- Experience with Mobile Applications Architecture, Functional Testing, Performance Testing and Deep Analysis of Applications.
Skills
- Deep Packet Inspection, Advanced Firewalls, Web Content Filtering, IPS, IDS, more.
- Software Knowledge (OS, VOIP/VPN Protocols, Client-Server Architecture & More.)
- Mobile Handsets Expertise (Mobile – Radio Access Technology, Device Performance, Device Functions and New Release Knowledge,)
- Computer Networking Knowledge (Routers and Switches – Setup and Configurations)
Who we are: A young UAE based company focused on finding talented people, helping them and our clients to grow What we do: Delivering great customer experiences is at the heart of what we do. We do this by creating meaningful connections between brands and their customers, by providing the right people who seamlessly integrate into our clients’ organizations to deliver great experiences.
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