• Accept the incident from a call, event management information or an e-mail.• Open/Create New Ticket in System Center Service Manager (Software Tool) and record all necessary information and details on the incident report.• Classify and prioritize the incident based on impact.• Categorize and analyze the failed system or equipment and diagnose the Incident.• Initiate first level support and determine the best solution based on the issue and details provided by customers and inform the customer about the new opened Ticket.• Assign/Direct the unresolved incident to the responsible team as owner group of the Incident Ticket.• Serve as the first point of contact for customers seeking technical assistance over the phone or email.• Record events and problems and their resolution in logs in the knowledge database.• Identify and suggest possible improvements on resolution procedures.• Provide Tracking of warranty and monitoring SLA and KPIs.

Job Description• Supervision of the communication shelter equipment pre-installation team.• Ensure the technical detail design provided by the customer are strictly followed like the installation of all the electricals from MDB Boxes to electrical wiring terminations up to the installation of all the required equipment.• Ensure health and safety procedures and standards are firmly observed.• Upon completion of the installation, conducted electrical tests to ensure that the shelter system (BARD Air-conditioning and SIGMA XT Fire Alarm) will function properly prior to Request for Roll-Out Inspection Test level 1 procedures to be conducted by the customer QA Team.• Prepare all the necessary documents prior to the handover of the communication shelter to the customer.

• Supervise and lead the Technical Field Support Teams.• Assign, organize and coordinate all preventive and corrective maintenance tasks to be implemented by the team of field technicians in a define perimeter.• Advise the client and the teams in all aspects of technical operation on a general system level.• Perform On-the Job training for the client in close relation/cooperation with the training team.• Receipt of a Service Order from Customer or User Helpdesk (POC for customer at site).• To analyze the reported problem/defect and what is needed to perform the job on time.• To check if all information is correct and if required material is available.• To confirm the Service Order to customer and User Helpdesk.• To issue work order report and get signature from the CUSTOMER/end-user to confirm the intervention and problem solving or describe the next steps and escalations if the problem could not be solved.• To ensure that Inventory and Stock Management are properly carried out locally.• To ensure high quality technical support delivery in order to ensure efficient system availability.

• Conduct daily field preventive and corrective maintenance to ensure all system equipment and network are up and running properly.• Provide Level 1 and 2 field and control room technical support on a complex system of surveillance equipment system's software and hardware problems, network problems (Cisco Transport Network and IT Network), Surveillance Equipment (TRGS Radar and FLIR Camera), Facility Security equipment (CCTV Camera, Access Control), IP Phones and TETRA Radio System.• Maintain a high degree of customer service for all support queries and adhere to all service management principles.• Respond to queries from end-users and help them resolve any hardware or software problems.• Prioritizing and managing open service and incident tickets from User Help Desk and resolved it within the required time.• Provide technical support to all System and Commissioning Engineer’s during system reconfiguration, system updates, commissioning and testing of the system equipment for the Roll-out installation phase sectors.• Performs initialization and optimization of surveillance equipment on site.• Provide support to Roll-Out activities as Officer-in-Charge reporting to Border Manager.• Perform ad-hoc assignments assigned by the immediate Supervisor.• Act as Officer-in-Charge during the absence of the Supervisor.

• Conduct daily preventive and corrective maintenance to ensure all equipment and networks are up and running properly.• Provide Level 1 and 2 field and control room technical support on a complex system of surveillance equipment system's software and hardware problems, network problems (Cisco Transport Network and IT Network), Surveillance Equipment (TRGS Radar and FLIR Camera), Facility Security equipment (CCTV Camera, Access Control), IP Phones and TETRA Radio System.• Provide technical support to all Cassidian Engineer’s during commissioning and testing of the system equipment.• Respond and maintain a high degree of customer service to resolve the queries from clients in any hardware or software problems and adhere to all service management principles.• Assisting and orients control room operators on use of surveillance and response software’s and hardware’s.• Provide procedural documentation for a wide range of technical issues relating to the proper installation and Level 1 and 2 support maintenance of IT system equipment and peripherals.• Perform hardware installations including structured cabling and software installation.• Perform ad-hoc assignments assigned by immediate Supervisor.• Act as Officer-in-Charge during the absence of the Supervisor.

• Responsible in handling source inspection, customer quality complaints, and failure analysis, and closure of quality issues.• Conducts failure analysis using FMEA and SPC on defective products encountered at production line and at customer side.• Conducts process audit according to QC process flowchart and report any discrepancy or non-conformities found.• Issue corrective and preventive action request on non-conformities found during manufacturing process for all the products of application and car models.• Coordinate with other division in the resolution of internal and external quality issues.• Communicate with other division concerned if there are problems and issues that arise during manufacturing process or any changes made on the inspection standard.• Gather all relevant data from the process history and other sources; communicates to concerned units and solicit corrective and preventive actions to remedy and/or prevent the problem from recurring.• Review procedures in customer complaint and document control and prepare revision on procedure if necessary.• Initiate and conduct meeting with cross-functional team for formulation of corrective and preventive action.• Prepare documents such as Production Parts Approval Process (PPAP) and APQP prior to mass production of new model.• Responsible for the preparation of monthly report for the quality performance of the company and per sales department of customer claim.• Prepares engineering reports as one of the requirement for audit findings and customer claim.• Validate effectiveness of corrective and preventive actions initiated by the Process Engineer in-charge through data collection.• Coordinate with customer on quality issues and claims.• In charge in handling improvement team like QC Circle activities within the unit.• Participate in team-oriented problem solving to improve the production yield and to make the product high quality.

• In-charged for analysis and evaluation of SF-DS20T Optical Pick Up rejects from local customers prior to sending to Sanyo Engineering Center in China for repair and replacement.• Calibration, maintenance, and repair of DCC Evaluation Machine for Sanyo SF-DS20T Optical Pick Up (OPU).• Evaluate and provide immediate disposition on defective OPU and other issues.• Communicates with Sanyo and Samsung Engineering regarding issues, requests and other activities.• Prepares Daily, Weekly and Monthly OPU testing status report.• Supervise OPU inspectors and technicians.• Trains OPU inspectors for continuous improvement in conducting testing, defect judgment and understanding of DCC test parameters and testing results.

• Participate in team-oriented problem solving of internal and external claims and audit findings.• Implement process containment actions for customer’s claims and customer audit findings.• Prepares Engineering reports as one of the requirements for audit findings.• Conduct day to day process and quality check of all processes in the production area.• Perform continuous line sustaining and monitoring on all process especially in the assigned station and give immediate disposition on all product with defect.• Coordinate with QA Patrol Group for the verification of corrective and preventive actions implemented in the production line.• Validate effectiveness of corrective and preventive actions initiated by the Process Engineer in-charge through data collection.• Conducts follow-up to concerned Production Supervisors regarding non-implementation of corrective and preventive actions.• Conduct failure analysis on low yielding lots and recommend immediate corrective measures to maintain the specified quality level.• Countercheck failure occurrence in production line and present initial analysis through data gathering before putting into permanent action.• Participate in inferiority meetings (8D) to discuss containment actions on all internal and external claims.• Create reference documents like Work Instructions, Technical Change Notice, Visual Aids, and Specs Criteria that are useful in production process.• Assume the responsibility of the Supervisor during his/her absence. Responsibility includes approving and signing of Engineering and Technical Reports and proper delegation of work assignments.• Coordinate with customer on quality issues and customer claims.• Supervise new model set-up including planning and conduct validation on per process to attain maximum yield on First Article (FA) run.

• Implement and distribute approved policies and procedures for PC/LAN/WAN users.• Evaluate, recommend, and implement hardware and software for LAN/WAN use.• Responsible for overseeing network security, installing, and maintaining network hardware and software, maintaining a storage management program, and providing for routine back-ups, providing virus protection, and monitoring daily activity.• Maintain standards for installation of individual and network software/hardware installations.• Installs, assembles, and configures computers, monitors, network infrastructure and peripherals such as printers, scanners, and related hardware; pulls cables and rewires or directs the rewiring of cables as required for new installations and office reconfiguration.• Troubleshoots problems with computer systems, including troubleshooting hardware and software, e-mail, network, and peripheral equipment problems; makes repairs and corrections where required.

• Managed day-to-day business operations.• Engage in different Computer Services such as Hard Disk Formatting, Software Installation, Research, Typing Jobs, Internet Surfing, Network Games, Troubleshooting & Repair, Computer upgrades, Programming and Tutorials.• Always assure the best quality of our work for the satisfaction of our customers.