Help Desk Engineer

Job Description

Title: Help Desk Engineer

Company Name: ZTE Corporation

Vacancy: 4

Age: Na

Job Location: Dhaka

Salary: Negotiable

Experience:

• At least 2 years
• The applicants should have experience in the following business area(s): Telecommunication, Technical Infrastructure

• Bachelor in Engineering (BEngg)

• At least 2 years
• The applicants should have experience in the following business area(s): Telecommunication, Technical Infrastructure

1. More than 2 years experience in FO (Front Office) or HelpDesk or other relevant work.
2. Basic knowledge of Telecommunication fields like Core Network and Wireless Network.
3. Understand workflows and processes.
4. Excellent written and verbal communication in English and interpersonal skills.
5. Good skill with Office software etc.

1. Work in Service Operation Center (SOC) in 7*24 day/night shift and responsible for Customer Complaint (CC) Handling.
2. Create and follow CC cases by creating and tracing tickets in tool system.
3. Assign CC to NPO, NOC Back Office or SOC technical team according to process.
4. Check the quality of CC tickets handled by other teams and correct/improve the quality with guidance of SOC manager.
5. Submit daily/weekly/monthly CC reports to management and customer.
6. Escalate the status of CC ticket when it almost breached.