Job Title:  SOC Engineer

Job Description

To analyze and support Salesco in resolution of end-customer problems (Service Recovery) which includes resolution of products, installation and faults; acceptance of new products into service; relationship management and skills development with Salesco for both fixed and mobile.

Tasks and Responsibilities

• Identify, analyze and resolve issues and queries related to product, installations and fault raised by Salesco or/and end customer 
• Escalate and coordinate installation and fault related matters between Salesco and UNN.
• Manually configure in all the system required for any provisioning failure.
• Support SalesCo in developing test-plan and participate in testing.
• Act as customer experience advocate to ensure end-customer / SalesCo point of view is adequately considered before new services are launched.
• Investigate and collaborate to provide continual improvement on  failures and systems / processes capabilities that could improve the daily operations and Salesco to resolve directly.
• To develop and upskilling Salesco knowledge in service recovery through knowledge sharing and providing documentations (E.g. Manage Engine and OMS).
• Required to be on-call.

Education

Higher National Diploma