Support Engineer, Service Assurance
costa rica
hace 5 días

This role will provide customers with technical support and be the focal point for all Support services. This person will mediate between customers and other Global Support teams, closing the gap of varying languages.

The candidate should have very good communication skills, be customer facing, and have excellent fault-finding skills.

Core responsibilities :

  • Act as focal point for all technical aspects
  • Interact with the main Support group to resolve problems, receive corrections and implement fixes
  • Assist in resolving on-going support and maintenance related issues
  • Interface with customers to facilitate acceptance testing
  • Documenting systems solutions
  • Produce daily detailed journals of the status of the system
  • Keep in regular contact with key users
  • Be proactive to customer needs
  • Be able to identify problems early to prevent escalations
  • Provide regular updates to customers on key issues
  • Experience & Qualifications :

  • IT, SW or Telecommunications related Engineer degree
  • 3 or more years of experience in developing and maintaining SW for Telecom customers
  • Proficient in the Spanish and the English languages
  • Good user skills on Unix / Linux / Sun Solaris / Windows Operating Systems
  • Good knowledge of UNIX scripting
  • Ability to develop alternative solutions and tools
  • Experience in telecom / communications / OSS and BSS industries
  • Familiarity with SQL & SQL scripts
  • Familiarity with Web application server (WebLogic)
  • GSM / UMTS / LTE Performance Management experience
  • Software Integration experience
  • Oracle SQL and PL / SQL experience
  • Experience in Wireless Telecoms
  • IT Hardware and Networking experience
  • Report development experience (Crystal Reports)
  • Specific Desirable Requirements :

  • Oracle DBA experience an advantage
  • Experience in help desk and Service Request tracking tools an advantage
  • Intangible Requirments :

  • Customer service orientation a strong senses of customer service
  • Communication the ability to clearly express ideas, listen, adjust language or terminology to suit the needs of the audience
  • Creativity the ability to find and provide workarounds.
  • Teamwork the ability to work effectively within a team, locally and remotely
  • Attention to details must be able to understand technical issues with sufficient detail
  • Sense of urgency must be able to react quickly to customer requests
  • Well organised be able to multi-task
  • Deal with work pressure be able to work under pressure
  • Ability to guide and provide training
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