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Technical Support Engineer

Azurreo Sas

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0-2 Years
9 months ago
2199 Viewed
692 Applied

Job Description

Responsibilities include, but not limited to:

  • Analyze customer product issues within released applications,
  • Provide real-time e-mail and telephone support on advanced technical architecture, environment and support issues regarding the customers products,
  • Handle all support ticket escalations,
  • Analyze product defect reports and support tickets,
  • Provide technical backup for Sales Team to close deals with their accounts,
  • Initiating, tracking and resolving customers issues by recreating test scenarios and liaise with the customer/team support and engineering teams to reproduce issues,
  • Ensuring that customers are updated continuously on the status of their issues,
  • Producing complete and clear case documentation as well as knowledge base articles to aid in the support of the system,
  • Contribute to online discussions on product design and identify potential problems in proposed solutions prior to implementation,
  • Meeting established Customer Satisfaction goals.
  • Masters or Bachelors degree in Computer Science, Electrical Engineer or equivalent experience,
  • CCNA,CCNP or equivalent IP networking certification will be appreciated.
Technical skills

The requirements listed below are representative of the knowledge, skill, and/or ability required:

  • Knowledge experience of data communications concepts of network architecture, TCP/IP Protocol suite, SNMP, NTP, and troubleshooting,
  • Knowledge experience with the following LAN technologies: Ethernet (10/100/1000/10G), VLANs, Spanning-Tree, and switching knowledge,
  • Knowledge experience with VPN, IPSec, Routing Protocols/technologies,
  • Knowledge experience with network management, OSS systems, Cellular Cable technologies (PCMM, DOCSIS), Voice/Video/Data integration,
  • Knowledge experience with hardware platforms and Operating Systems: Linux/Unix, Windows XP, HP Rack-mount server Server Blade platform,
  • Strong Knowledge/experience 3G 4G Technologies: Diameter (RFC 3588) protocol / applications / interfaces , LTE/EPC/IMS architectures (PCRF, PCEF, MME, BBERF, CSCF, DRA, OCS, OFCS),
  • Working knowledge of SS7 Signaling, SIGTRAN, GSM and UMTS protocols,
  • Knowledge experience with SCTP, TLS, IPv4, IPv6,
  • Knowledge Experience of subscriber database technologies: HLR, HSS, SPR, EIR, ENUM, AAA, SDS, MySQL, DB query/scripting.
Position Requirements
  • Fluent English (Clearly communicate in English verbally or in writing),
  • Rigorous and organized, with excellent capabilities of communication,
  • Good relational contact,
  • Goal-focused and responsible for getting the job done.
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