Network Support Expert

Responsibilities:

• Provide level 3 network support, to all network related incidents (SDWAN, WAN, LAN, WLAN, etc.) to global incident management teams.
• Responsible for all operational faults/crisis for all customers supported by OBS, acting as highest operational technical escalation level
• Responsible for fault isolation and providing proper resolution
• Act as service matter expert for all new technologies & be SPOC for their support related issue, knowledge road map during his shift.
• Provide professional technical support and troubleshooting for all issues escalated from the service desk & incident management teams.
• Provide proper resolution in complex customer issues; diagnose fault-related cases by effectively utilizing software diagnostics and other network/product utility programs.
• Provide status updates to the service desk & incident management teams to Inform customer on technical progression, if required.
• Ensure service level agreement “SLA” is met during incidents handling.