Location: USA / Canada
Start Date: ASAP
End Date: 3-6 months (extendable)
Responsibilities:
• Provide customers with technical support services related to the operations and maintenance of network elements and products
• Act as the primary interface between a region and BCAM responsible for network and product support issues
• Provide technical support services related to the deployment (Build, Test and Integration) and installation of products and solutions
• Perform problem definition/reproduction and work with other NTS, Global Product Support and Design groups to resolve product defects as appropriate
• Provides shift schedule technical support to both internal and external customers, partners and resellers by performing a combination of debugging, problem duplication and testing to analyze, identify and resolve highly complex technical issues
• Recommends problem resolution plans by developing trouble-shooting methodology, furnishing proper system configurations, and recommending appropriate tools for problem resolution with no impact to Customer networks
• Escalate cases to Manager as appropriate
• Quickly assesses problems and implements solution to minimize user impact
• Coordinates with various matrix departments to resolve issues quickly
• Work closely with Methods, Engineering and other Support teams to ensure that identified issues are resolved within timelines
• Provide 24 hour on-call technical support when assigned
• Provide technical guidance and act as a technical mentor to other support engineers
• Ensure customers SLA's are adhered to in relation to customer satisfaction targets, case responsiveness targets and overdue cases
• Is accountable for accurate and timely management of case related data
• Ensures that required operations processes are followed CORE/CRITICAL
Requirements:
• Strong knowledge of CDMA/EVDO technology with focus on Core, Access and Data related products
• Demonstrated documentation and communication skills (both written and verbal)
• Works within the context of broad guidelines and must possess the ability to provide solutions to customer problems with zero impact to Customer networks
• Ability to understand problems, analyze, document and provide plans of action (e.g. troubleshooting of problems and providing solutions on different products)
• Must be able to develop good working relationship and rapport with customers and peers
• Working knowledge of layered communication structures, networking architectures, protocols and telecommunication specifications, and operating systems
• Customer service skills
• Minimum 5 Years background experience in CDMA/EVDO and/or Succession based Core related products
• Prior experience in Technical Support, Product Support or Network Integration
• Background in Data/IP Routing and Networking
Please email your CV to pjones@firstpontgroup.com
No comments:
Post a Comment