Technical Support Engineer

Technologies we use

Your responsibilities

Telecom Support Engineer Responsibilities:

• Design and execute automated software deployments

• Troubleshooting & resolving complex technical issues in the customer environment

• Share best practices to reduce problem occurrences

• Present the action plan to the customer and take consent. Also, ensure there is no adverse impact of the action plan on the network.

• Replicate customer environment in Lab

• Escalate the issue promptly

• Keep customer informed and set realistic expectations on issue resolution.

• Contribute to Knowledge Management

• Communication with the project team and with the client.

• Create/Update the operational documentation and procedures

• Create reports

What you will do

• Managing the next generation of provisioning software platforms.

• Timely responding to customers inquiries. Logs cases, provides information & troubleshoots to solve customer problems according to the company’s KPIs for the business

• Manages customer expectations by taking into consideration the entitlement and identifies customer problems

• Keeps customers informed, sets and follows commitments, keeps precise case documentation and case ownership

• Timely elevates and escalates to the next level when the case is complex

• Participates in projects for process or quality improvements

• Manages multiple tasks or cases simultaneously with minimal supervision

• Participates in the On-Call rotation schema

• Active and self-paced improvement of technical and business process knowledge

• As a member of a team, you will actively support hands-on the entire implementation cycle.

Our requirements