Address
Form of workAs 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
- 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,
- 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
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)
- 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
