A Telecoms company is looking for a Support Engineer to support them on all platforms, handling solutions according to the contracts and agreements as well as contributing to the process improvement and, patches installation, documentation and maintenance of Product installed on customer place.

Purpose of the Role:

She/he is supporting for all COMPANY's platform, handling COMPANY solution according to the contracts and agreements.

Guarantees the customer satisfaction and loyalty by supporting the customers to operate client solution.

And contributes to the process improvement and, patches installation, documentation and Maintenance of Product installed on customer place.

REQUIREMENTS:

Education - Computer Science Engineer/Master’s Degree Engineer/Bachelor degree in Computer Sciences

Duties

• To provide level 1 & 2 support and primary technical contact for all company's products by handling escalations from vendors/customers & ensuring highest levels of customer satisfaction.

• To be primary contact point of support and maintenance issues arise in company’s solution deployed in customer environment.

• To acknowledge customer’s calls, assist customer on the issues, follow up on the issues until their closure, and log the calls in central ticketing system.

• To identify and qualify issues (minor or severity), perform analysis, and provide solution to the problem according to the agreed Service Level Agreement (SLA)

• To perform all tasks as defined in the contract (preventive maintenance, call review, etc..)

• To be able to provide appropriate alternate implementations/techniques/workarounds.

• To install and configure patches.

• To escalate process within internal Company and external vendors if there is a bug product.

• To focus towards customer needs and expectations, including cultural gap

• To interact with R&D/Project Team to provide solution to the issues and to provide feedback for improvement of the products.

• To be able to perform deeper analysis of issues using all resources available.

• To identify issues that occur frequently and help create a knowledge base article to solve/workaround that issue (technical note).

KEY TECHNICAL SKILLS

Clusterware (Veritas/SUN/Red Hat Cluster) A

Linux-Unix admin A

Sun Solaris OS A

Unix/Shell scripts A

HP-UX OS A

Internet technologies (HTML , XML) B

Web/Application servers (Apache, Weblogic, Jboss) B

Volume management (Veritas Volume Manager, LVM) B

PL-SQL/SQL B

SOAP - web services dev (axis …) B

Corba (Visibroker…) B

Oracle administration (9i, 10g, 11g) B

Network administration (TCP/IP, switches, firewall …) B

Back up tools (RMAN, Veritas Netbackup) B

VMware usage and admin B

http/https B

KEY SKILLS

troubleshooting skills

Strong Team player

Good communication skills

Team spirit

Problem solving

Working under pressure

Capacity to take decision

Reactivity

Customer satisfaction oriented

Autonomy

Ability to learn quickly

Please note that only shortlisted candidates will be contacted. Should you not hear from us within 7 working days, please consider your application to be unsuccessful. However, we will keep your CV on our database for any position that may become available