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
\xef\x82\xb7 Responsible for the technical support of the company\xe2\x80\x99s products and solutions
\xef\x82\xb7 Take ownership of customer issues reported and see problems through to resolution on site or
remotely, per need
\xef\x82\xb7 Research, diagnose, troubleshoot and identify solutions to resolve customer issues
\xef\x82\xb7 Resolve time critical deployment and production issues
\xef\x82\xb7 Provide customer support, technical issues resolution and improvements within the agreed SLA,
on-site and remotely
\xef\x82\xb7 Provide prompt and accurate feedback to customers
\xef\x82\xb7 Ensure proper recording and closure of all issues
\xef\x82\xb7 Prepare accurate and timely reports
\xef\x82\xb7 Document knowledge in the form of knowledge base tech notes and articles
\xef\x82\xb7 Participation in providing training to customers as required
\xef\x82\xb7 Participate in the On-Call duty rotation Requirements:
Flexible location
\xef\x82\xb7 Experience with customer facing activities in an international environment
\xef\x82\xb7 Knowledgeable in customer support processes, tooling and troubleshooting
\xef\x82\xb7 Knowledge in networking: TCP/IP, switching, routing \xe2\x80\x93 Must
\xef\x82\xb7 Experience with Linux/Unix based systems \xe2\x80\x93 Must
\xef\x82\xb7 Experience in the mobile and Telco markets (working with telco providers) \xe2\x80\x93 advantage
\xef\x82\xb7 Experience with load balancers \xe2\x80\x93advantage
\xef\x82\xb7 Knowledge with VM environments, NFV and SDN \xe2\x80\x93 advantage
\xef\x82\xb7 Scripting knowledge (perl/python/bash) \xe2\x80\x93 advantage
\xef\x82\xb7 Self-learning and self- motivated
\xef\x82\xb7 Solve problems independently and creatively
\xef\x82\xb7 Team player and capability working with cross company teams abroad and in the HQ
\xef\x82\xb7 High level of communication and reporting
\xef\x82\xb7 Excellent communications skills in English (read and write) Qualifications:
\xef\x82\xb7 BSc/BA degree or equivalent work experience.
\xef\x82\xb7 5+ years of experience as a customer support/services engineer
\xef\x82\xb7 International work experience and cultural awareness an advantage
\xef\x82\xb7 Experience with global support organizations working with support teams abroad