Help Desk Engineer

Job Responsibilities:

• Perform end-to-end network surveillance and real-time monitoring during assigned shifts.
• Monitor alarms, incidents, outages, and service degradations across the network and ensure timely detection.
• Log, update, and manage Trouble Tickets (TTs) with accurate and complete information as per agreed SLA timelines.
• Categorize and prioritize incidents correctly (Emergency, Critical, Major, Minor) in line with fault management procedures.
• Escalate incidents to relevant teams, domains, or departments in a timely and structured manner.
• Track and follow up on open incidents to ensure resolution within SLA/KPI targets.
• Monitor team performance and ensure adherence to performance metrics.
• Ensure timely resolution of network outages and technical issues.
• Coordinate with customer NOC and internal support teams for incident resolution, including 1st-line and 2nd-line support coordination
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