Job Description
Our client is a global provider of intelligent mobile Internet solutions that enable operators to improve quality, reduce network operational expenses and manage and monetize the mobile Internet. This is a full time, permanent role based in the Philippines.
Requirements:
• Experience with customer facing activities in an international environment
• Knowledgeable in customer support processes, tooling and troubleshooting
• Knowledge in networking: TCP/IP, switching, routing – Must
• Experience with Linux/Unix based systems – Must
• Experience in the mobile and Telco markets (working with telco providers) – advantage
• Experience with load balancers –advantage
• Knowledge with VM environments, NFV and SDN – advantage
• Scripting knowledge (perl/python/bash) – advantage
• Self-learning and self- motivated
• Solve problems independently and creatively
• Team player and capability working with cross company teams abroad and in the HQ
• High level of communication and reporting
• Excellent communications skills in English (read and write)
Qualifications:
• BSc/BA degree or equivalent work experience.
• 5+ years of experience as a customer support/services engineer
• International work experience and cultural awareness an advantage
• Experience with global support organizations working with support teams abroad
Responsibilities:
• Support engineer as part of the Global Support and Maintenance group
• Responsible for the technical support of the company’s products and solutions
• Take ownership of customer issues reported and see problems through to resolution on site or remotely, per need
• Research, diagnose, troubleshoot and identify solutions to resolve customer issues
• Resolve time critical deployment and production issues
• Provide customer support, technical issues resolution and improvements within the agreed SLA, on-site and remotely
• Provide prompt and accurate feedback to customers
• Ensure proper recording and closure of all issues
• Prepare accurate and timely reports
• Document knowledge in the form of knowledge base tech notes and articles
• Participation in providing training to customers as required
• Participate in the On-Call duty rotation