Our Client, a leading telco icon has an opportunity for an experienced Customer Support Engineer to join their team.
Initially, the engineer will be working with NBN Tier 2 and 3 Operation Teams to help NBN Operation Teams come up to speed to operate and support on Nokia Equipment in NBN new ANE network. The Aggregation Evolution Network.
* Fault Localisation Guide Showing Different States
* New Aggregation Architecture Overview Knowledge Sharing
* Service Construction (on ANE)
* QoS Policer Knowledge Sharing
* Alarm plan instructions
* Work Instruction based on Nokia new equipment
* Methods of Procedure on Nokia new equipment
* Work instruction involving in NFM-P
* Knowledge Sharing to NBN NMC Engineers
- A strong background in IP products knowledge (especially Nokia IP products) is highly considered.
ION IP Products in NBN ANE Network: 7750 SR-2s (4 and 2 slots) and all relevant parts installed in NBN ANE network as FAS (Fan Access Site), PSS (POI Service Switch) sites.
7210 SAS-Sx FEX (Ethernet Satellite) Act as a port extension for 7750 SR-2s host (FAS node).
NSP (NFM-P), Red Hat Linux, Java technology and Virtual Machine, Oracle database
ION IP Products in NBN existing EAN network: 7450 ESS and 7210 SAS-R6, 7210 SAS-K
Communication
1. Demonstrates conflict and problem resolution skills (in person and via phone)
2. Facilitates communication between remote and on-site team
3. Communicates clearly and concisely / listens attentively to others & clarifies information as necessary
Consulting & Customer Business Support
1. Adapts consulting style to client profile, culture and maturity. Builds customer trust to be considered "Trusted Advisor"
2. Analyzes and captures customer requirements and expectations
Customer Support
1. Pull site data to assist fault investigation and reproduce customer reported issues in a lab, with the instructions and assistance from senior & expert engineers
2. Investigates, collects, searches information to find appropriate methodology to troubleshooting
3. Verify MOPs in a lab, with instructions and assistance from senior & expert engineers
Integration & Testing
1. Executes various testing procedures in lab environment
2. Installs, configures, monitors system software (such as OS, database, …) and a network with related HW and SW
3. Knows about automated, performance, stress, management testing tools
4. Support system upgrades
Network Planning & Optimization
1. Co-operates with Technical Manager in problem solving and technical solution finding
Partner & Customer Relationship Management
1. Builds trust and confidence to manage customers
2. Manages customer satisfaction and feed back
Problem Solving
1. Looks for root causes, not just symptoms
2. Looks for ways of breaking "analysis paralysis" and redefining the problem/solution.
3. Uses a structured approach for all significant problems
Quality & Knowledge
1. Ensures proper implementation of quality standards
2. Re-uses as much as possible already existing reference and project solutions
Education:
Bachelor or Master Degree (Engineering Information System, Computer Sciences, Telecom, Electronic Engineering, IT or similar) with Product Certification.
Computer:
Experienced PC user (Microsoft Office applications), General knowledge of IT, prevailing operating system knowledge (Linux,VM etc.), Knowledge of Script writing & coding.
Language:
Fluent in English with verbal and written communication skills (additional language desired)
Work Experience Requirement
- knowledge of minimum of one product in a given technology / domain.
- Works under normal / limited supervision.
- Requires capacity to understand specific needs or requirements to apply skills knowldege.
- Understands the service measurements, thresholds, and key performance indicators used to govern the product/solution.
- Follow standard practices and procedures to provide resolutions to an assortment of problems. Limited latitude / independet judgment.
- Ability to support TSA1 tickets, limited supports on TSA3 tickets (low priority / severity).
- Ability to discuss technical problems with customer.
- Assist in outage recovery / problem reproduction & RCA, by pulling required site data and lab reproduction, whenever needed, under the instruction from senior & expert engineers
- Assist on site intervention / problem reporting with supervision.
- Primarily contacts under normal supervision inter / intra-organizational and external customer on routine matters.
