Position Title: Service Operations Center (SOC) Technician
Location: Baghdad
Division/Department: Global Service Operations/Service Operations Center
Open To: locals only
Employment Type: Full-Time
Experience: +5 years


Position Overview:

The Service Operations Center (SOC) Technician is the first point of contact, dedicated to delivering an exceptional service experience to Customers, and to our internal 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:
-Take ownership and be the primary point of contact for all service support, service requests and service issues. Strive to obtain customer satisfaction through the support experience, while making every effort toward first contact resolution.
-Be proficient in customer-facing interactions, through various contact channels stakeholders through voice, chat, email, web forms, and ticketing systems, maintaining a high standard of customer service, customer experience, and meeting customer expectations. Manage escalations to address and resolve customer and internal service-related issues promptly.
-Efficiently manage customer interactions and tickets, ensuring requests are processed and service issues are resolved or escalated appropriately, operating within defined SLA/OLA targets and escalation guidelines. Serve as a liaison between other support teams and customers, ensuring seamless support experience. Consistently demonstrate responsiveness and consideration for customer needs, prioritizing customer experience in all interactions.
-Continuously monitor traffic across Company’s various communication platforms and services, for alarms, service impacts, service outages or degradation of services.
-Utilize advanced troubleshooting and diagnostic tools to validate and pinpoint network faults or services issues before escalating.
-Actively monitor network performance metrics, ensuring optimal performance and uptime.
- Maintain clear and detailed shift logs, ensuring that all activities during a shift are documented for reference.
-Efficiently and effectively, create and process customers’ and NOC tickets, ensuring that each ticket is categorized, prioritized, and resolved according to SLAs.
-Coordinate with business support and technical teams, when customer interactions and cases require escalation for support, and ensure status, updates and resolution timeframes are met in accordance to performance guidelines and support OLA targets
- Follow defined processes and quality guidelines, using comprehensive troubleshooting methods to address and resolve customer issues.
-Support Field Services work-order requests, through dispatch, scheduling, assignment and completion, with validation of workorder completion and acceptable service status.
- Collaborate with third-party vendors during the escalation process, ensuring that issues are addressed in a multi-vendor environment.
-Provide Level 2 and Level 3 support to customer related service issues and requests, as well support to NOC Technical Engineering and infrastructure services.
- In accordance with defined guidelines and demarcations, collaborate with network engineering and IT teams to provide technical support, address service impacts, and ensure the smooth operation of the company network infrastructure. Monitor the operational status of services and equipment, resolve issues as necessary, and escalate to Level 2 support or defined fix agencies, as required.
-Work shift duty work schedule, supporting 24x7 operational environment, available to work a flexible schedule that could include multiple shifts, including overnight, weekends and holidays.
-Perform a check-in and end-of-shift hand-over, providing status and summary of days activities throughout the shift assignment, ensure that operational standards and performance targets are consistently met. Identify and report service and operational impacts, SLA/OLA breaches and escalations.


Qualifications, Skills and Requirements:

1. Bachelor's degree in computer science, information technology, network engineering, or in relevant field, or demonstrated equivalent work experience.
2. Proven experience and able to demonstrate the ability to undertake the below responsibilities:
• At least 5 to 10 years in a similar role industry, preferably experience within communication solutions, telecommunications, or related technical industry.
• Have 5 years’ experience in NOC related function or helpdesk role interacting with internal and external customers and related technical support services.
• Have 3 to 5 years’ experience with network and technical services, or communication solution
services, preferably VSAT, Fiber, Microwave, wireless and Wi-Fi related services.
3. Technical Knowledge: Familiarity with enterprise communication solutions such as VSAT, fiber, microwave, and Wi-Fi services is a plus.
- the candidate knows and can configure and verify IPv4 addressing and subnetting, IPv6 addressing and prefix, IP parameters, and IP troubleshooting for Client OS (Windows, Mac OS, Linux).
-Knowledge of virtualization fundamentals (virtual machines), layer 2 and switching concepts.

4.Must be fluent in English language, both written and verbal; prefer multilingual with preference in Arabic language, both written and verbal. Excellent verbal and written communication skills to status on efforts, report findings, write incident reports, and collaborate with customers and internal teams.

5.Proficiency in using network monitoring tools and platforms to troubleshoot, identify issues, and detect service impacts. Ability to perform network troubleshooting and to diagnose and resolve basic network issues. Ability to quickly and effectively respond to service impacting incidents and escalate as necessary.
6.Diagnose and resolve common hardware and software issues.
Excellent decision-making and analytical problem-solving abilities. Able to create and read network diagrams and schematics for services and site setup. Demonstrated ability for troubleshooting and root-cause analysis. Proven ability to identify and resolve issues promptly and effectively