Detalii loc de munca - România
Descrierea jobului - România
Description Within the EMEA Technical Support team of the EMEA Quality Local and International Customers interface for incoming problem reports (tickets) and ticket resolution (Remote Technical Support) taking into account the individual service level agreements. Escalation to a higher level support in case of difficult or time critical problems or need due to a configuration control. Documentation of analysis results in dedicated ticketing tool Major tasks Analysis, diagnosis and neutralization of problem reports in the customer’s network remotely or on-site Reproduction of customer problems in lab environment (if needed & if possible) Tracking of customer tickets and requesting investigation results for escalated tickets from higher levels of support (TEC, R&D, 3rd party) Rotation in hotline support 24*7 (on call duty) Lab testing of SW updates and upgrades (remotely or on-site) Installation of SW releases in customer network Supporting introduction of new products or SW releases on customer site Supporting WDM and OTN products such as 1830 PSS and 1626LM
Profile Fluent English (spoken and written); Skills about WDM and OTN products (1830 PSS,1626LM, Ethernet;OSI DCN); Being flexible, willing to work abroad short/mid term; Able to act on one’s own initiative; Able to handle critical situations in customer’s network onsite or remotely (working under stress); Able to discuss technical problems with customers; Willing to carry hotline support 24*7 (on call duty); Customer oriented; Analytic thinking.