Global Technical Support Engineer [International Telco Vendor]
- 年収 800 〜 1,200万円
Our client is a well established global network vendor renowned for its robust 5G network portfolio ranging from RAN, WDM, Backbone, L2/L3 Routers and Switches, Data Centre and IaaS/PaaS solutions.
The Global Technical Support Engineer will be overseeing the company's Optical Transport Network portfolio, and will be the post-sales, customer contact point overseeing the maintenance and trouble shooting any technical issues with the company's WDM products.
Key Responsibilities / Functions:
-Create and maintain customer relationships on a day-to-day basis. Maintain high level of customer satisfaction by providing services fully compliant with the SLA.
-Provide remote technical support to all customers on 1830 PSS equipment and networks via telephone. On some occasions, travel may be required on short notice.
-Assist both internal and external customers with the isolation of problems and develop solutions to rectify reported issues.
-Identify potential patterns of issues observed in the field (i.e Product and/or service related) and take the lead in documenting, reporting, and tracking these issues to resolution. This directly impacts the quality of products / services offered by the company.
-For outages, identify the impact of the outage and changes made to the customer network. Ensure outage situations are documented per guidelines to meet contractual root cause analysis obligations. Provide pragmatic and effective recovery. Manage and communicate the related risks.
-Each customer issue is tracked using the trouble ticket database. Engineers are responsible for ensuring that tickets / records for each issue are continuously updated and maintained per the processes.
-Be available to work during off-business hours (i.e after 5pm) and on call rotation (On-call 24hrs / day for a predefined period at a time).
-Be available to travel on a short notice (i.e 1 day) for trips of short duration. Expected yearly travel is low (~10-15%).
- -Experience in hands-on trouble shooting and escalation management ideally in an international work environment
-Experience in the fundamentals of Optical Transport Network and relevanat protocols(G.8023, SO-Net, SDH, MPLS-TP)
-English speaking ability: you will be working closely with a non Japanese manager to escalate trouble shooting issues
-Experience in using ticket managing tools would be a plus(e.g. ServiceNow etc.)
- 年収 800 〜 1,200万円
- 9:00-18:00～(Flex: 10:00~15:00)
- Social Insurances（Hazard， Medical， Health etc，）
- Retirement Pay, Remote work(since before COVID 19), Annual holidays over 120 days
- 外資系企業, 女性活躍中, 服装自由, 完全週休2日制, 年間休日120日以上, 語学力を活かす, グローバル人材歓迎