Job Description
Position Summary and Accountabilities
Service Delivery Senior Field Service Engineer (FSE) provides a key role in delivering the Nortel (Avaya) Networks customer support services to our customers. The FSE provides the technical and customer support face of Nortel Networks.
Products proficiency will need to include the Nortel ERS 25XX, ERS 45XX, ERS 55XX, ERS 8600, BCM’s and Baystack switches.
Some of your key responsibilities include,
EXPERIENCE & SKILLS:
EDUCATION:
<Only enquiry> Interested parties please ask to hongkongmnc@rgf-hragent.asia
Service Delivery Senior Field Service Engineer (FSE) provides a key role in delivering the Nortel (Avaya) Networks customer support services to our customers. The FSE provides the technical and customer support face of Nortel Networks.
Products proficiency will need to include the Nortel ERS 25XX, ERS 45XX, ERS 55XX, ERS 8600, BCM’s and Baystack switches.
Some of your key responsibilities include,
- Technical on-site support as required by customer issues.
- Maintain customer SLA according the customer contract.
- Produce case report and distribute to Nortel Networks and customer primes
- Lead weekly operations meetings, document minutes and actions
- Definition and documentation of customer & network information and configuration input to remote technical teams and product management, including capturing debug/configurations at the request of network technical support, product support and design.
- Implementation and on-site assistance with configuration and network changes recommended by Nortel Networks technical support.
- Produce and deliver specific customer procedures as required.
- Emergency bulletin distribution, ensuring the customer has received and implemented technical bulletins
- Investigate and resolve hardware repair and return issues as required
- Disaster recovery or on-site emergency recovery as required by Nortel Networks Emergency Recovery teams
- Review and provide further information on software and hardware releases during planning and document benefits / technical justifications for the next software or hardware release deployment
- Account and sales teams support as required
- Support for integration, installation, project management for in-service networks and project rollout
- Priority reoccurring issue analysis and support technical investigation team. Includes implementing mitigation and workaround measures.
- Historical and trend analysis of product and re-occurring issues.
- Assist CSAM with management of customer priority list and customer action registers.
- Scripting and implementation of workarounds as required
- Travel to sites around APAC
- Mentor team members
EXPERIENCE & SKILLS:
- Nortel Certification (NCSS) Desirable
- Top Secret Security Clearance
- Minimum 5 years experience in telecommunications industry
- Extensive experience in design, installation and maintenance of Nortel based medium – large scaled networks.
- Good understanding of Voice and Data Solutions – these include LAN/WAN protocols, VoIP, Security, Network Management Applications and Tools.
- Practical Experience in routing protocols like RIP, OSPF, BGP etc.
- Good understanding and practical experience in LAN switching protocols and methodologies (VLAN, Spanning Tree etc)
- Strong analytical and troubleshooting skills.
- Good interpersonal communication skills
- Demonstrated problem-solving skills
- Excellent customer handling skills
- Excellent written and oral communication skills.
- Highly self-motivated and self-directing.
- Stays current in latest technology informed on company products, aware of new trends/direction
EDUCATION:
- Graduate degree or equivalent in Engineering (electrical, electronic or telecommunications) or Computer Science or equivalent experience
- Relevant experience in telecommunications systems.
<Only enquiry> Interested parties please ask to hongkongmnc@rgf-hragent.asia