Technical Support Engineer

Zeta Technologies Verified

Islamabad , Pakistan

Posted Sep 24, 2018 1109 views

PKR. 25,000 - 30,000/Month

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Job Description

Role Summary

Customer Support, Fault Reporting, Fault Management, Fault Escalation, Fault Resolution, OAMP via e-mail/support desk/phone/skype/ whatsapp, System maintenance and Management, Interconnection, Provisioning, Routing, CDR reconciliation, CDR downloading.

Duties and Responsibilities:

·          Provision different carriers as a customer or supplier.

·          Should have knowledge of RFC 3261, RFC 2833, RFC 3555, RTP, Wireshark.

·          Fault Monitoring: Monitor top Destinations frequently, Monitor (ACD, ASR, PDD, Monitor CDR’s), all Zeta Network Components i.e. SBC, Switches, Routers, Servers, PC’s and ensure 99.99% uptime.

·          Fault Reporting: If issue is reported take necessary steps, make manual test calls and via testing tool to reproduce/replicate scenario.

·          Fault Escalation: If issue is replicated then escalate with concerned carrier/Vendor, concerned team.

·          Fault Resolution: Take necessary actions to resolve the issue which includes escalation with business development team/Finance department/concerned carrier/Concerned Vendor.

·          Should be available on call 24x7x365

·          KPI: Turnaround time for a customer complaint logged in the subject.

·          A. Response time = 30 minutes

·          B. Fix/Restoration/handed to commercial time = 24 Hours

·          C. Resolution time = 72 Hours

·          Routing Plan(s): Can create, modify and delete routing plan for customers and should know how to set Least cost, Load shared and priority routing for different customers.

·          To effectively resolve complaints from different customers and to locate the faulty suppliers and reasons of calls failure and it’s troubleshooting.

·          Monitor inbound and outbound traffic passing through the system.

·          To communicate well and work with teams effectively.

·          Complete know how of ticket management system

·          Testing of different routes.

·          CDR Extraction

Key Performance Indicators:

·          Trouble shooting

·          Provisioning

·          Familiar with System

·          Analytical Skills

·          Monitoring

·          Multitasking

·          Testing

Job Details

Total Positions:
1 Post
Job Shift:
First Shift (Day)
Job Type:
Full Time/Permanent
Job Location:
No Preference
Minimum Education:
Degree Title:
BSCS, Computer Engineering
Career Level:
Experienced Professional
Fresh - 1 Year
Apply Before:
Oct 24, 2018
Posting Date:
Sep 24, 2018
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Zeta Technologies

Information Technology · 11-50 employees - Islamabad

Zeta Technologies is a young yet energetic company backed by pool of seasoned professionals having over a decade of experience in providing IT and Telecom services which is reliable, professional and sensitive to its customers’ needs. Zeta Technologies has achieved excellence in providing business c ...Read More

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