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Junior Technical Support Engineer-Mandarin Speaker

China Telecom Europe
Closing date
15 Sep 2021

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Technology & New Media
Contract Type
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Role: Junior Technical Support Engineer-Mandarin Speaker

Experience: 1-2 years, or Graduate

Education: Bachelor or Master in technology or science: Computer Science/Engineering, Electronics, Telecommunication, or related majors.

Job Description

China Telecom Europe ICT TAC(Technical Assistance Centre) is responsible for providing industry leading post-sale technical support for customers across EU. Your role and responsibilities will include:
  • Serve as the first point of contact for customers seeking technical assistance over the phone, email or web portal.
  • First-line support for customers: ensure queries and requests are responded within the agreed SLAs between CTE and customers; record and update those queries to reflect the ongoing status using the ticket system.
  • Perform remote troubleshooting through diagnostic techniques and pertinent questions; perform log collection and provide resolution of issues, in co-operation with system and equipment suppliers as appropriate.
  • Escalate unresolved issues to Second-line support.
  • Manage and arrange 3rd-party engineers for onsite trouble-shooting at customer's sites.
  • Arrange delivery of spare parts to customers to ensure SLAs are adhered to; along with arranging/chasing the return of faulty parts.
  • Travel may be required within EU.
  • Follow processes of network security and data protection.

Qualifications/Experience (one or multiple of the items below)

  • OSI and TCP/IP models.
  • Optical, Structured Cabling etc.
  • LAN switches such as VLAN, SPT, EtherChannel, Trunk, etc.
  • Networking technologies such as MPLS, BGP, OSPF, ISIS, QoS, ACLs, VPNs, AAA.
  • Experience in using network monitoring tools for performance, troubleshooting and capacity planning.
  • CCNA or CCNP preferred.

  • Mainstream servers (HUAWEI, Lenovo, Dell, HPE, etc.), including: microcode upgrade, management module configuration, RAID configuration, installation and replacement of accessories, and installation of operating systems (window, Linux, ESX).
  • Mainstream low-end storage (HUAWEI, Lenovo, Dell EMC, HPE, NetApp), including: installation and replacement of accessories, microcode upgrade, management module configuration, RAID, LUN, host mapping, etc.

  • VMware vSphere includes: installing ESX, vCenter, configuring virtual networks, storage, clusters, creating virtual machine modules, etc.
  • Microsoft Hyper-v, Including: installing Hyper-v, SCVMM, configuring virtual network, storage, cluster, creating virtual machine modules, etc.

Operation System:
  • Windows and Linux operating systems, including: user and permissions configuration; storage, network, configuration; plus domain, etc.
  • Windows roles and services, including: install and configure AD, File Server, DFS, NTP, KMS, etc.

Soft Skills:
  • Excellent communication skills in English and Mandarin - both written and verbal.
  • Good telephone communication manner.
  • Self-motivated.
  • Ability to work on own and under pressure.
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