Technical Support Engineer

  • Job Type: Contract
  • Location: UK - United Kingdom - Berkshire United Kingdom Berkshire
  • Date Posted: 六月 26, 2020
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    FPG are recruiting on behalf of our client, an international fixed access infrastructure and solutions organisation. They are looking to hire an experienced Support with extensive experience and a strong personal focus, on support and maintenance operations, working with large scale service provider projects.

    The role in store for you
    – Customer engagement as technical support expert in Telecommunication Infrastructure envi-ronment
    – Provide high quality technical support service towards assigned key customer. The main cus-tomer interfaces are NOC engineers, network operations department and engineering depart-ment.
    – TSE engineer is responsible to fulfil contracted SLA response times related technical query, trouble resolution and Emergency service.

    Key Responsibilities:
    – Customer Interaction, providing customer support on technical expert level for Telco equip-ment in Fixed Access domain.
    – TSE engineer is responsible to fulfil contracted SLA response times related technical query, trouble resolution and Emergency service.
    – Proactively plans and performs advanced technical activities requiring knowledge in multiple areas or on a system level to service the customer. Prioritizes work based on customer im-pact, and brings expertise to customer site on need basis.
    – Prioritize reported problem reports together with global product support team and R&D
    – Trouble shooting and fault reproduction
    – Handles Software download and -delivery tasks for customers
    – Develops customer specific Acceptance test manuals and Upgrade procedures
    – Setup of local test bed facilities
    – Planning and Execution of Network Upgrade/Updates (in night shifts)
    – Work closely with global product support, R&D and relevant teams to investigate product faults and drive correcting process
    – Provide technical documentation for new releases to our internal and external customers
    – Understands customer network KPIs in early product phase and drives its improvement
    – Understand the customer targets on introduction of new releases and acceptance testing in customers? lab and field
    – Participates as an expert in own technology area in customer projects. May support areas by participating in emergency and 24/7 duty. Is active in networking and knowledge sharing. De-velops processes, tools and working methods.
    – Application of internal Quality System procedures and practices

    Experience, Skills & Knowledge required
    – Telecommunications Infrastructure (Fixed Access Domain)
    – Management Systems associated with Telco Infrastructure i.e. DSLAMs
    – High level technical competence on Fixed Access domain like DSL and GPON techniques
    – Experience as a Technical Support Engineer (specifically network infrastructure)
    – Very good communication and customer facing skills
    – Experience and willingness to work in 24*7 on call emergency rota
    – Hands on skills including Configuration of Access Network Infrastructure, Customer Premises Equipment.
    – Practical experience with Testing Methods and Test Equipment.

    Personal / Qualifications:
    – Background in Telecommunications / Engineering Degree
    – 5-10 years? experience in the Telecommunications / Service provider environments
    – High degree of initiative
    – Able to work under high customer pressure
    – Strong organizational skills and attention to detail.
    – Good verbal and written communication skills.
    – Good interpersonal skills.
    – Positive attitude and work ethic.

    To apply or for more information please contact Phil Jones at pjones@firstpointgroup.com . Thanks