Customer Support/Technical Support Engineer is responsible to deliver high quality technical support service towards Customer’s NOC engineers, network operations department and engineering department. TSE engineer is responsible to fulfil contracted SLA response times related technical query, trouble resolution and Emergency service.

Proactively plans and performs advanced technical activities requiring knowledge in multiple areas or on a system level to service the customer. Prioritizes work based on customer impact and brings expertise to customer site on need basis.

Main Responsibility Area

Identifies and solves proactively demanding problems and communicates them to key stakeholders. Participates as an expert in own technology area in customer projects. May support areas by participating in emergency and 24/7 duty. Is active in networking and knowledge sharing. Develops processes, tools and working methods.

Job Description

• Resolve technical queries for external customers
• Prioritize reported problem reports together with global product support team and R&D
• Trouble shooting and fault reproduction
• Handles Software download and -delivery tasks for customers
• Develops customer specific Acceptance test manuals and Upgrade procedures
• Setup of local test bed facilities
• Planning and Execution of Network Upgrade/Updates (in night shifts)
• Work closely with global product support, R&D and relevant teams to investigate product faults and drive correcting process
• Provide technical documentation for new releases to our internal and external customers
• Understands customer network KPIs in early product phase and drives its improvement
• Understand the customer targets on introduction of new releases and acceptance testing in customers’ lab and field
• Work in international teams

Additional Requirements           

• Solid technical background in fixed broadband access systems (xDSL/VoIP/GPON/SDN/Linux/Windows/Scripting languages).
• Technical support experience preferred
• Team player in a fast-paced environment.
• Self-motivated. Ability to work under pressure and learn independently.
• Good communication skills
• Willingness to travel
• Can prioritize work and handle multiple tasks

Ref: 9449 | Published: 09 Aug 2019