Position Title: Service Operations Center (SOC) Technician
Division/Department: Global Service Operations/Service Operations Center
Experience: 1 year - 2 Years
Employment Type: Full-Time
Location: Baghdad
Open To: locals only


Position Overview:

The Service Operations Center (SOC) Technician is the first point of contact, dedicated to delivering an exceptional service experience to our valued Company Customers, and to our internal Company Technical Engineering and fix agencies, 24/7. This integral role requires direct interaction, through various contact channels, addressing customer/partner inquiries, requests, and service issues, providing Level 1 technical helpdesk support, and ensuring smooth and timely communication regarding service updates, incidents, and other notifications. The SOC Technician serves as a bridge between customers and various internal teams, including Field Services, NOC Level 2 Technical/Engineering, Sales, and Service Delivery, ensuring that the support provided is seamless, efficient, and customer centric manner.


  Responsibilities:  

1. Customer Interaction & Communication:
2. Network Monitoring & Reporting:
3. Request and Ticket Management and Work-order support:
4. Training, Development & Knowledge Base:
   • Commited to continuous learning and self-improvement, stay updated with the latest in technology through regular training sessions and certifications.
   • Guide and mentor new technicians, sharing knowledge and best practices.
   • Continuously update the technical knowledge base, ensuring that solutions to common problems are documented.
5. Operational Standards, Procedures & Compliance:
6. Technical Con?guration, Troubleshooting & Support: Provide Level 1 helpdesk support to customer related service issues and requests, as well as support to Company  NOC Technical Engineering and Company infrastructure services.
7. 24/7 Service Operations Center support:
   • Work shift duty work schedule, supporting 24x7 operational environment, available to work a ?exible schedule that could include multiple shifts, including overnight, weekends and holidays.
   • Provide On-call availability outside of business hours to resolve urgent network issues and escalation management.

 
Qualifications, Skills and Requirements:  

- Education: Bachelor's degree in computer science, information technology, network engineering, or in relevant field, or demonstrated equivalent work experience.
- Experience: Proven experience and able to demonstrate the ability to undertake the above responsibilities.
- At least 1 to 2 years in a similar role industry, preferably experience within communication solutions, telecommunications, or related technical industry.  
- Technical Knowledge: Familiarity with enterprise communication solutions such as VSAT, fiber, microwave, and Wi-Fi services is a plus.
- Certifications and Training: Prefer Certifications, or related training towards certifications of GVF, Cisco CCNA, Microsoft Network professional, or similar networking certification. Familiarity with routers (MikroTik),
- Basic Troubleshooting: Diagnose and resolve common hardware and software issues.
- Demonstrated ability for troubleshooting and root-cause analysis.
- Network Monitoring and Incident Response: Proficiency in using network monitoring tools and platforms to troubleshoot, identify issues, and detect service impacts. Ability to respond to service impacting incidents quickly and effectively and escalate as necessary.
- Teamwork and Organizational Skills.
- Communication and Fluency: Strong interpersonal, communication, and collaboration skills. Ability to interact effectively with both technical and non-technical stakeholders. Must be fluent in English language, both written and verbal; prefer multilingual with preference in Arabic language.