Customer Support Engineer Level 1& 2 Jobs in Tanzania
INIKS
Email Address: jobs@iniks.com
Area: Tanzania
Application Deadline: 31/03/2011
Position Description:
Job reference: INIKS - 140
Skill Set Required
• BS in Computer Science, Electrical Engineering or equivalent plus a minimum of 2-5+ years experience in designing and supporting large scale service provider network infrastructures.
• Strong interpersonal skills including excellent team oriented skills.
• Excellent technical skills
• Ability to interpret and develop detailed network/system drawings as needed (especially MNP and roaming services).
• Complete understanding of data communications concepts of network architecture.
• Knowledge/experience with CATV, Wireless technologies, RF, voice, video, and data integration
• Operating Systems: Linux/Unix.
• Protocols and Standards: TCP/IP, RSVP, DiffServ, IntServ, DOCSIS, CDMA, GSM, PCMM, SNMP, SMPP/UCP.
• Knowledge of voice services in GSM mobile telecom networks. Protocols (SS7, ISUP, CAMEL, MAP)
• Experience in value added services, MNP number portability, roaming services in GSM mobile networks.
• Knowledge/experience with the following LAN technologies: Ethernet (10/100/1000) and switching.
• Knowledge/experience with VPN, Routing Protocols (OSPF, RIP, NLSP, BGP, etc.)
• Knowledge/experience with IP, network management, OSS systems
• Applications: WWW/HTML tools, LDAP, RADIUS, Visio, and PowerPoint.
Extra Qualifications:
• After hours support duty is expected.
• Excellent problem solving/analytical skills
• Must be a self-starter and able to work independently with field service experience in customer facing roles.
• Ability to effectively deal with multiple activities and changing priorities and proven problem solving and organizational skills
• Perform under pressure in critical situations.
• Strong oral and written communications skills
• Must be able to clearly and effectively communicate work status, risks and issues in English
• Results and detail oriented
Main duties
• Manage our customer deployed solutions inside the end-customer network.
• Work with our customer developers and operational team to ensure the deployed solution meets SLA.
• Technical Hand-on mentality to perform Level 1 & Level 2 support without direct supervision
• Deliver daily, weekly and monthly reports on request.
• On call as per SLA for technical troubleshooting, performance and stability of the delivered solution inside the customer Network
• Create and maintain updated and detailed Methods of Procedures (MOPs).
• Work through technical issues reported into Support by end-customers and 3rd party vendors.
• Manage and respond to trouble tickets reported into Support organization and escalate product issues to Level 3 Support.
• Technical support for implementation of our customer products in a variety of established markets (Cable, Wireless, and Wire line)
• Technical support to end-customers providing remote access and phone support assistance with the installation, deployment and management of products and applications
• Any other duties deemed necessary to meet project objectives
Conditions
• We are looking for an engineer who could ideally perform this assignment as independent contractor.
• A permanent local contract can be offered as well.
Starting date: Immediate
Please include your salary/rate expectations.
