Advanced Telecommunications, throughout Rural Africa
Customers and Network Operations Engineer
Douala, Cameroon
Job Title :Customers and Network Operations Engineer
Fully Accountable for the Day-to-Day smooth Operations of the network and Customer connections
Customer Support & Incident Management
Provide 7x24h Customer and Network Support
Respond to Customers on a timely manner
Own and manage the troubleshooting of incidents until the resolution
Drive and run the ticketing process & system
Establish and enforce customer care policies and procedures
Network & Service Provisioning
Remotely Configure and Provision the customer and network systems
Coordinate with the Satellite Control Entity the Payload & frequency attribution
Maintain the customer inventory and database
Drive & Run Change Management
Network & Customer Supervision
Supervise the spectrum & the network elements
Proactive monitor the alarm and trigger subsequent problem resolution
Back-office operations
Define escalation processes with customers and partners/resellers
Measure and comply to agreed customer SLA & QOS
Responsible for the Mean Time to Restore and Network Availability performance
Skills
Engineers or university degree or equivalent qualification Degree in technology (preferably in Space/Aeronautics, or Telecommunication, or Computer Science or equivalent)
Fluent in English
Working knowledge of spacecraft subsystems and spacecraft operations
Good interpersonal skills
Good Writing and reporting skills
Customer Care attitude
Effective communication Skills with people at all levels of the organization
Operate effectively in a high-pressure work environment
Knowledge of satellite services (capacity, VSAT, TV etc.)
