Senior Technician - Telecommunication Service Operations
Dubai Islamic Bank
Dubai
Permanent
Full-time
13 days ago
Job DescriptionThe role in the telecom unit is to manage all DIB Telecom application/servers and perform day to day configuration and maintenance tasks. In addition, coordinate with Internal and external stakeholders to provide telecom services and support for all DIB branches and back officesProviding extensions/phone to the staff:Receive Service/Purchase request through AMS from Unit/Department staff to provide with telecommunication services.Confirm adequate network / IT provision in case of new extension/telephone.Where Network/IT provision is not in place, inform user to log an ITSD ticket for required provisioning.Modify the AMS request (limited to type of telephone set and license requirements).Receive a purchase AMS to activate the extension for new / transferred staff.Arrange inventory team to visit to the staff location when necessary network/IT provisions are in placeChanging Name on Extension against Relocation:Receive Service request through AMS from Unit/Department staff to change the name on extension.Retrieve staff information (staff ID & Name) as it appears on the MS outlook.Update the name on extension and telephone directory (as appears on the MS Outlook”.To close AMS Request manually.Identify and remove any extension numbers related to the same staff that might be open at any other location.Adding more features on extension:Receive service request through AMS from unit/Department along with staff Id and required approvals as per the prevailing DOA to have more features on extension.Assign features to extension.Close the AMS request.Providing International Access code:Receive service request through AMS from unit/department along with staff ID along with prevailing DOA Approval to have an international Access code.Assigned a code in the system for the approved staff and accordingly update the log/register maintained to keep track of all the codes assigned to various different staff.Send code to approved staff on his/her DIB EmailClose the AMS requestEnabling Extension for Call Recording:Receive an HPSM request for call recording along with respective relevant department head’s Approval.Configure call recording for the staff extension.Assign playback rights on the system of all recorded conversations from the extension to the approved supervisorUnlocking extension for extended timings:Receive an AMS request with the extension number/timings and required approvals from the relevant department as per DOA Approval to unlock extension for extended timings based on business requirement.In case details on the request is incomplete, send the request back.Assign the extension of the staffs, for whom the request was made to the requested group.Close the AMS Request.Staff Resignation/Termination/Suspension:Receive email request from ITSD desk ‘ITSD’ and/or the Administration department pertaining to the effective date of resignation or Termination/suspension of staff.Disconnect the allocated extension on effective date however international access code will be revoked immediately, if any assigned to resigned/terminated/suspended staffDay to Day configurationsConfiguring mobility usersConfiguring call flows, agent IDs and hunt groupsConfiguring Agent IDs / Extensions / Hunt Groups in Reporting systemConfiguring conferencing users / devicesProviding Fax lines in branches / back officesDay to Day Support( L1 & L2 )Performing system health checkPerforming software update wherever requiredPerforming system backupsCoordinating with Etisalat / DU for line/PRI migration/ related issuesCoordinating with vendor and troubleshooting telecom application issuesProviding recorded calls to departmentProviding support to users on telephone related issuesProviding support to supervisors in call recording and call reporting application issuesReplacing faulty cards / gateways / phones from branches / officesCompetencies/SkillsEducationMinimum Diploma or Bachelor’s DegreeWork ExperienceMinimum 1-2 Years’ Experience in telecommunication
