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. This is a full time, permanent role based in the Philippines.
Requirements :
- Experience with customer facing activities in an international environment
- Knowledgeable in customer support processes, tooling and troubleshooting
- Knowledge in networking : TCP / IP, switching, routing – Must
- Experience with Linux / Unix based systems – Must
- Experience in the mobile and Telco markets (working with telco providers) – advantage
- Experience with load balancers –advantage
- Knowledge with VM environments, NFV and SDN – advantage
- Scripting knowledge (perl / python / bash) – advantage
- Self-learning and self- motivated
- Solve problems independently and creatively
- Team player and capability working with cross company teams abroad and in the HQ
- High level of communication and reporting
- Excellent communications skills in English (read and write)
Qualifications :
BSc / BA degree or equivalent work experience.5+ years of experience as a customer support / services engineerInternational work experience and cultural awareness an advantageExperience with global support organizations working with support teams abroadResponsibilities :
Support engineer as part of the Global Support and Maintenance groupResponsible for the technical support of the company’s products and solutionsTake ownership of customer issues reported and see problems through to resolution on site or remotely, per needResearch, diagnose, troubleshoot and identify solutions to resolve customer issuesResolve time critical deployment and production issuesProvide customer support, technical issues resolution and improvements within the agreed SLA, on-site and remotelyProvide prompt and accurate feedback to customersEnsure proper recording and closure of all issuesPrepare accurate and timely reportsDocument knowledge in the form of knowledge base tech notes and articlesParticipation in providing training to customers as requiredParticipate in the On-Call duty rotation