Technical Support Engineer -Fixed Access Domain
· Provide
technical support for Nokia Fixed Access Equipments.
· Guarantee
the highest satisfaction level of the customer through the SLA (Service Level
Agreement)
· Diagnose
and solve customer’s problems remotely.
· If
necessary, on site intervention inter/intra city.
· If
necessary, coordinate with product expert, - Give information on incident and
end it
· Analysis,
diagnosis and neutralization of problem reports in the customer's network
remotely and on site interventions if required.
· Reproduce
system Test Specifications, Performance Test Specifications, Test Plans, and
other documentation as product recommendation.
· Reproduction
of customer problems in lab environment (if needed & if possible)
· Rotation
in hotline support 24*7 (on call duty)
· Establish
support channel with the global TSC teams, Fixed Access L3 TEC, Services PLM
and other Nokia organizations to ensure that the products and services
delivered by Nokia are best in class.
· Think
"out of the box" for potential improvement initiatives in order to
meet future technical and customer related requirements
· Provide
technical leadership, experience, and information to peers as required.
· Customer
Focus, Adaptability, Manage Execution, Foster Open Communication, Search to
Learn Continuously.
· Cross-functional
and multi-cultural team work
· Engage
in proactive activities to train the customer or to check on the sanity of the
network.
Education:
University degree in Electronics (BE /B-Tech), computer engineering or equivalent, majoring in electronics or IT.
Languages:
Fluent in English, both in speaking and writing
Behavioral:
Strong analytical and problem solving skills •Creative and resourceful, assertive, customer first attitude
Uses language as a tool to troubleshoot, to explain and to negotiate
Can cope with pressure, stress resistant
Flexibility:
Willing to participate in 24x7 on-duty service on rotational basis,
Willing to handle the 24x7 Mobile duties in out of office hours on weekly roaster basis
Technical:
· Must have knowledge of the GPON, SIP, H.248, IGMP, ADSL2, VDSL2, SHDSL, SNMP, SNTP, DHCP,UNIX ,PPPoE
Products : ISAM 7302 ,ISAM 7330 ,AMS 5520 ,Litespan 1540 ,EMS 1353 ,EMS 1355 ,ISAM FTTH (7302,7330,7360) ,5529 APC/IDM/OAD/SDC,NA 5530
· 2-5 year of experience on DSLAM/GPON.
· Basic knowledge of IP is mandatory.
· Basic knowledge of Unix, preferable though not mandatory.
· Candidate with less experience but passionate on new technology and willing to learn will be considered as well.
