(Ict Network Provider) Support Engineer

2 weeks ago

Hanoi, Vietnam MatchaTalent Global Full time

The Support Engineer is working to provide solutions to problems that have been reported by customers according to established processes and contracted Service Level Agreements. The person has product/domain, and/or solutions knowledge and/or customer networks knowledge as well as knowledge of technology evolution of product/domain. In case additional services are contracted with the customer the engineer will also handle e.g., Pre-emptive and Software Update handling.

Related to Problem Management, this role is responsible for the implementation of preventive actions and reporting results of implementation

What you will do

General
- Handle and resolve Customer issues
- Provide dedicated support
- Deliver results & meet customer expectations
- Handle Software Update Management (SUM)
- Handle Customers and internal Stakeholders from Technical perspective
- Work with diverse team

Operational
- Keep track of ongoing Customer service request and ensure that concern is being addressed with the right priority
- Analyze and troubleshoot to Handle and provide support in critical and Emergency cases when needed
- Interface and Interact with the relevant stockholders within organization and ensure the timely progress on Customer request for Critical/ Priority cases
- Available to handle customer technical queries and ensure timely response
- Make constant efforts to be updated on relevant technical skills
- Participate in Project activities and involve as needed
- Take handover from Project and ensure all the check points completed
- Organize and deliver the knowledge sharing sessions with stakeholders
- Review and prepare the relevant technical document i.e. RCA

Customer Specific
- Good Working Relationship with Customer and Working groups
- Take part in Operational review meetings as and when required
- Understand and get updated on solution deployed in customer network
- Make customer aware on product Life cycle i.e. HW or SW
- Collaborate with customer for planned activities in network as needed

Business Related
- Provide technical support to Service Delivery Manager in all respect
- Participate and contribute during pre-sales engagement activities, if needed
- Understanding of the contractual obligation for support delivery
- Ensure that KPIs are met according to SLA
- Identify the add on sales opportunities

**Benefits**:
At This Company, you´ll have an outstanding opportunity. The chance to use your skills and imagination to push the boundaries of what´s possible. To build never seen before solutions to some of the world’s toughest problems. You´ll be challenged, but you won’t be alone. You´ll be joining a team of diverse innovators, all driven to go beyond the status quo to craft what comes next.
- MME/AMF/SMF/PCC Packet Gateway
- EPG/SGW/PGW/PCG Policy Control Nodes

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