Help Desk Operator - Qatar National Broadband Network

Division: Operations
Department: Network Operations & Maintenance
Reports To: Help Desk Supervisor

Job Summary
• Responsible for Network monitoring, receiving fault notifications; prioritize, route, monitor and document repair activity & ensure all faults are resolved with SLA period

Main Responsibilities

• Monitoring of network through Fiber monitoring system of any other network element manager system
• Initial trouble shooting of faults through available systems
• Receive and handle fault notifications on the network, log and route the issue to the appropriate personnel/department for resolution.
• Issue trouble tickets appropriately prioritized according to the severity of the issue.
• Track and route problems and document resolutions once confirmation has been received to close trouble tickets.
• Respond promptly to requests for technical assistance and provide tier 1 level support.
• Route/redirect problems to appropriate resource (i.e. to level 2 & 3 when needed).
• Follow up with maintenance team to ensure timely resolution of network faults within the required timeframe and highlight any delays.
• monitor SLA’s for both customers & contractors and escalate whenever the SLA is breached
• Manage Mean Down Time according to the QNBN outage window
• Perform routine configuration and troubleshooting of fibre monitoring system.
• Ensure that system acceptance tests are conducted so that all parts of the network are operating as required post resolution.
• Prepare daily, weekly, and monthly statistics and status reports on complaints received.
• Practice duties and roles in line with the authorities as illustrated in the authority matrix.
• This covers the key responsibilities to be performed, but is not all inclusive. It does not preclude other responsibilities from being assigned and undertaken.

Job Details

Preferred Candidate

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