What you will do:

•    As a Technical Support Engineer will research, diagnose, troubleshoot, and resolve customer issues in an accurate and timely manner. You will be responsible for working with different systems, software, and hardware and follow standard procedures to escalate unresolved issues to appropriate internal departments.
•    You will research, diagnose, troubleshoot, and resolve customer issues in an accurate and timely manner. 
•    You will be responsible for working with different systems, software, and hardware and follow standard procedures to escalate unresolved issues to appropriate internal departments.
•    Lead investigations and drive the resolution of customer issues throughout the CS portfolio.
•    Actively participate in on-site activities, particularly when remote access is insufficient.
•    Contribute to the resolution of emergencies through fault isolation and restoration of customer networks and solutions.
•    Support problem management in identifying and categorizing significant operational or business impacting problems.
•    Participate in Security Reviews as the primary contact for customers and subject matter expert in security matters.
•    In time, you will be added to the on-call roster (24/7) where you will be handling Emergency issues raised by our Transmission Customers.
•    You will need to be able to contact customers directly to discuss and understand their problem and also be able to provide and convey technical information and answers back to the customer. This may be via the Customer support portal, Document creation, MS Teams sessions or in person at a customer’s premises to either a technical team and/or the customer management.

The skills you bring:

•    Customer Problem Management.
•    Negotiation.
•    Knowledge Transfer and Reuse.
•    Knowledge Sharing and Collaboration Skills.
•    Release and change management.
•    Coaching and Mentoring.
•    Change and Improvement Management.
•    Pre-emptive support competence.
•    CS Portfolio competence.
•    Data Analysis.
•    Customer Success.
•    Machine Learning.
•    Customer Relationship Building.
•    CSR Handling Process.
•    Trade Compliance.

Scope:
Require experience or strong product knowledge in one or more in each of the following areas:

•    Technology
1.       Carrier grade optical transmission systems esp. (optional) DWDM/G.907
2.       Radio Transmission – PtP Core radio
3.       Carrier Grade Ethernet transmission
4.       MPLS-TP

•    Products
1.    Ericsson Mini-link 669x and
2.     ML-62xx