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.
As part of the Global Support and Maintenance group, the Support Engineer will be
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
Requirements:
Flexible location
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