The Front Office Core Technician should have a B.S. in Electrical Engineering or equivalent with a minimum 5 years in telecommunication field and 2 years Core Network experience.
Monitor and manage 2G/3G network alarm events, service outage, network performance deterioration, customer complaint from alarm panel, constant monitor and analyze network performance consistently. This also includes providing escalation and notification of Minor, Critical and Major incidents/outages.
Monitor alarms and performance information on the 24x7 basis.
Must have got excellent knowledge of Ericsson tools and equipments.
Perform initial analysis to identify issues follow by restoration if possible (1st line of Support).
Perform periodical network backups and health checks to determine network status.
Respond to Network Customer Support Team within agreed SLA time frame.
Perform periodic content service testing such as loop testing, call testing, etc.
Create and update/manage trouble tickets for any detected problem.
Ensure all docket information are capture in activity log
Managing technical escalation to ensure faults is rectified within agreed SLAs.
Perform Escalation and Notification to keep management and other business units informed during system outages.
Assist the FO shift leader in producing activity report for KPI calculation.
Check and certified new network elements to be commissioned in operation environment within agreed KPI. (BIS)
Assist the operation team in process improvement and ongoing development of tools and system.
Ensure proper work progress, shift handover, data communication, team work spirit…etc.
Monitor alarm event panels, such as Ericsson WinFiol, OSSALV, OSS Command Handling…etc.
To support the NOC organization in regards to daily support issues.
To suggest actions and initiatives to enhance daily operations within the NOC.
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