Resident Engineer - Connectivity
Wateen is Pakistan’s leading information and communications technology company with a diverse portfolio of customers across industries. A pioneer in the telecommunications industry, Wateen is proud to have laid the foundation of Pakistan’s internet connectivity with the fastest-growing fiber-optic network.
Wateen is credited with transforming the landscape of communications technology in Pakistan through our efforts to revolutionize businesses with cutting-edge technology. With the country’s largest team of highly experienced certified resources, our subject matter experts ensure end-to-end support uniquely optimized for businesses and enterprises across various verticals.
Position Summary
The ideal candidate will manage end-to-end post-sales support for enterprise customers, including monitoring access network (GPON, FTTx, ISM, and DVB), reporting faults, and coordinating with internal and external stakeholders until issues are resolved. They will serve as the primary point of contact (POC) for enterprise clients.
Location
Nok Kundi, Balochistan
Key Responsibilities
- Carrying out network monitoring through available tools/NMS.
- Carrying out configuration changes as needed in the network after due approval from customer management.
- Being a helping hand in customers’ new network deployments and upgrades.
- Dealing with incoming faults in a professional, courteous manner over the phone and via email.
- Carefully following through the email threads and responding with proficient technical writing skills.
- Troubleshooting all Level-1 and Level-2 network issues and escalating as necessary.
- Diagnosing, analyzing, troubleshooting, and correctly logging the incidents as per the defined procedure.
- Managing faults through their entire lifecycle from the first point of contact through to resolution, proactively keeping the customer informed of progress.
- Ensuring service continuity on all customer sites under SLA and extending support.
- Preparing network status reports as required by the customer.
- Handling any routine task related to the network devices in the SLA.
- Managing customer expectations professionally and politely.
- Acting as a front-facing resource of Wateen on customer premises and providing technical assistance.
- Being Wateen’s ambassador, displaying the highest level of dignity and integrity.
- Flexibility to work in shift routines (day/night/on-call) and long hours.
- Coordinating with all stakeholders (Internal/External) for issue resolution.
Required Skills
- The ability to deliver and participate in comprehensive product and technology training.
- Strong active listening skills to ensure clear understanding and effective communication.
- Maintaining composure and professionalism when working under pressure.
- Performing tasks with both speed and accuracy.
- Upholding high standards of professional work ethics.
- Effective collaboration skills as a contributing member of a team.
Education & Experience
- A Bachelor’s or Master’s degree in Telecommunication, Electrical, or Electronics Engineering, BSIT, BBIT, or a related field.
- CCNA and soft skills certification would be a plus.
- Must have experience in computer networks, MPLS networks, GPON networks, fiber optics, radio networks, and DVB networks.