Roles & Responsibilities
- To attend breakdown within stipulated timeframe.
- To provide support services for Operations team via on-site troubleshooting.
- Standby for breakdown and coordinate immediately 24/7.
- Handle support call from Service Operations Centre (SOC) and communicate until restoration.
- Fault handling and escalation (identifying and responding to faults identified on-site).
- Maintain Standard Operating Process for on-site engagement by customer type including Site Access Approval Process & Security (based on Contract).
- Handle storage and inventory records for spare devices in-hand and proceed replacement if equipment detected faulty.
- Update knowledgebase for every fix.
- To attend new site installation/activation.
- Provide Weekly & Monthly on-site Summary Report.
- Liaise with vendor for on-site break-fix and joint test.
- Assist escalation to Level 3 engineer for remote troubleshooting