Technical Support Engineer

Employer
First Point Group
Location
Tregonhawke, UK
Salary
Competitive
Closing date
17 Sep 2020

View more

Sector
Technology & New Media
Contract Type
Permanent
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Technical Support Engineer

FPG are recruiting on behalf of a leading telecom services company. They have an opportunity for a Technical Support Engineer with experience in Fixed Access domain like DSL and GPON, to join their team.

Main purpose of the position:
  • Customer engagement as technical support expert in Telecommunication Infrastructure environment
  • Provide high quality technical support service towards assigned key customer. The main customer interfaces are NOC engineers, network operations department and engineering department.
  • 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 equipment 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 impact, 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. Develops processes, tools and working methods.



Experience, Skills & Knowledge
  • 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, please follow the link provided. For more information, please contact pjones@firstpointgroup.com or 0207 758 3980.
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