Detalii loc de munca - Cluj Napoca
Descrierea jobului - Cluj Napoca
Overall Purpose of the Role The IT Telecom Analyst executes the Information Technology and Telecommunication Strategy across Middle East & Africa. This encompasses supporting the mobile workforce - technical evaluation, vendor selection and negotiation, rollout of new devices and refreshes, as well as maintain day to day operational aspect of troubleshooting technical issues as well as monitor and drive the Telecom Expense Management program. Roles and Responsibilities • Monitors and resolves Tier 2 and Tier 3 support calls logged with the Service Desk. • Maintain an accurate user database for all Mobile users in the Middle East & Africa. Liaise with the MEA Compensation & Benefits team in Dubai to effectively capture Joiners and Leavers so that the database is kept current at all times. • Update the Database with all identified International Private Numbers from information provided by individuals so that the Users may easily identify and recompense the company for all personal calls, as per MEA Company Policies. • Send out monthly Telecom usage bills to Users and department heads on a monthly basis. • Provide a management function to oversee, review and audit reimbursement payments to ensure that all personal calls are correctly identified and reimbursed to the Company. • Send out email questions to Users in order to challenge any unusual patterns of International calls or where questions arise as to payment delinquencies. • Escalate any unresolved queries or unsatisfactory responses from Individual Users to BU leaders. • Liaise with senior management to provide management reports showing reimbursement totals. •Provide support to development team including analysis and troubleshooting, creating test environments, designing and optimizing call flows. • Lead the development & delivery of various telecommunications services including: hardware/software standards, policies & procedures, customer support, security, change management, compliance auditing, 3rd party support, contract management, etc. • Ensure adequacy for Middle East and Africa telecommunication systems and document as needed. • Provide cost analysis and/or functional advantages for upgrades. • Support and maintain call routing, conference bridges, video bridges and call quality control. • Deploy, maintain and support cellular devices (i.e. iPhone). • Establish and maintain relationships with suppliers and clients. • Provide technical assistance and support for incoming queries and issues related to telecom systems, software, and hardware. • Provide third level support, contact and convey resolutions to customer issues. • Follow up with users, provide feedback and see problems through to resolution. • Create, edit and delete MDM accounts and support end users for the best usage of the tool. • Admin support for CISCO International Dialing Code. • Provide basic in-house training for iPhone, Verizon and Cisco tools/ devices. • Analyze and monitor reports in TRACE Telecom Platform, also develop and maintain a good workflow with Tam Tam Consulting.
Education and Qualifications * University/College/Bachelor’s degree in in a technical discipline * Strong customer service skills * Thoroughly familiar with office tools like Microsoft Word, Excel, PowerPoint, etc. * Ability to work on a Helpdesk tool * Ability to work in a team driven environment * Vendor coordination, follow-ups * Ability to work with data and spreadsheets * Basic analytical and reporting capabilities * Experience in systems and process control roles * Excellent coordination skills * Excellent written and verbal communications skills