Job Summary:

The Front Office Engineer is responsible for monitoring and troubleshooting the customer network on a 24/7/365 basis. This role involves handling incident, fault, and problem management activities, ensuring network and service performance, and performing initial diagnostics and restoration. The engineer will track and manage network element and service faults, providing first-level maintenance and restoration while adhering to the network SLA's.




Key Responsibilities:




Network Monitoring and Troubleshooting:

Monitor and troubleshoot the Fixed Customer network

Perform initial diagnostics and troubleshooting for hardware, software, and network connection issues.

Identify, analyze, test, and resolve faults and problems within the network.




Incident and Fault Management:

Provide incident, fault, and problem management activities 24/7/365.

Log, manage, and track all faults and problems in the incident management system.

Ensure network element performance monitoring and management.

Provide first-level network element fault restoration.

Handle service faults, problems, and alarms, and provide first-level service restoration.

Correlate alarms with ongoing changes and incidents from other areas.




Service Monitoring and Maintenance:

Monitor service performance and track service problems.

Provide first-level routine maintenance.

Dispatch field personnel for the resolution of faults and problems when necessary.

Control and follow-up on all matters forwarded to third parties (vendors, suppliers, etc.) for fault resolution.




Incident Handling and Reporting:

Act as incident owner and ensure adherence to network SLA's.

Lead technical conference calls for incidents.

Assign incidents to relevant support teams and partners, and perform callouts when needed.

Report key performance indicators (KPI) and document faults in the incident management system.

Ensure all tickets are updated with at least four meaningful regular updates.