Must be authorized to work in the U.S.
Fusion Solutions Inc. is a leading Technical Staffing and Consulting Service company looking for experienced Nortel CDMA Tech Support Engineer with the following requirements.
Position Name: CDMA Technical Support Engineer
Start Date: Jan 2011
Duration: Long Term
Site Address: Richardson, TX
Scope of Work:
• Provide customers with technical support services related to the operations and maintenance of network elements and products.
• Acts as the primary interface between an Ericsson region and BCAM (CDMA Access) responsible for network and product support issues.
• Provide technical support services related to the deployment (Build, Test, and Integration) and installation of Ericsson products and solutions.
• Performs problem definition/reproduction and work with other NTS,
• Global Product Support and Design groups to resolve product defects as appropriate.
JOB RESPONSIBILITIES:
Technical Support (80%)
- 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 Ericsson matrix departments to resolve issues quickly.
- Works closely with Methods, Engineering and other Support teams to ensure that identified issues are resolved with timeliness.
- Provides 24 hour on-call technical support when assigned.
- Provide technical guidance and act as a technical mentor to other support engineers.
Case Management (20%)
- 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 COMPETENCIES:
• 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.
EXPERIENCE REQUIREMENTS:
• 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
To apply forward your resume and salary requirements to attention Fatima at e-mail: fa@fusionsolutionsinc.com or call at 214-432-1995
Position Name: CDMA Technical Support Engineer
Start Date: Jan 2011
Duration: Long Term
Site Address: Richardson, TX
Scope of Work:
• Provide customers with technical support services related to the operations and maintenance of network elements and products.
• Acts as the primary interface between an Ericsson region and BCAM (CDMA Access) responsible for network and product support issues.
• Provide technical support services related to the deployment (Build, Test, and Integration) and installation of Ericsson products and solutions.
• Performs problem definition/reproduction and work with other NTS,
• Global Product Support and Design groups to resolve product defects as appropriate.
JOB RESPONSIBILITIES:
Technical Support (80%)
- 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 Ericsson matrix departments to resolve issues quickly.
- Works closely with Methods, Engineering and other Support teams to ensure that identified issues are resolved with timeliness.
- Provides 24 hour on-call technical support when assigned.
- Provide technical guidance and act as a technical mentor to other support engineers.
Case Management (20%)
- 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 COMPETENCIES:
• 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.
EXPERIENCE REQUIREMENTS:
• 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
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