Responsibilities
- Be the Customer Lead Engr (CLE) for assigned account. Work with other internal teams to manage and resolve customer issues.
- Manage technical support cases/tickets end to end.
- Attend maintenance windows when needed.
- Be able to accept on-call duties outside of normal business hours when required. This includes being on weekend shift when the business requires.
- Provide on-call technical support (via telephone or online) for identified products 24x7 when required.
- Provide on-site support to customers where and when required.
- Communicate with Design and Supply Chain on problems / issues found in the field.
- Utilize debug tools as well as lab research to aid Customer’s technical problem. Recover information necessary to escalate the incident/issue to senior engineers. Escalation may eventually include Engineering/Design, Product/Project Management, Documentation, or Training.
- Work with Quality Assurance, Design, Product Management, Technical Publications, and Training to provide Customer feedback.
- Create, review, validate and publish required MOP/ISB/FSB documents.
- Contribute to knowledgebase (KCS).
- Help train newly hired Technical Support Engineers.
- Performs other duties related to the role as assigned.
- Perform Resident Engineering functions on-site or remote, as assigned.
- Travel to customer sites or globally, as required.
Requirements
- Bachelor’s degree in relevant technical field (e.g., Electronics, Communication Engineering, Computer Science).
- Minimum 3 to 5 years related experience in the field of telecommunications preferably in technical support role.
- Experienced in operation, maintenance and troubleshooting of fiber optic transport systems and associated technologies including but not limited to DWDM, ASON, OSRP, ROADMs, Layer 1 and Layer 0 technologies, protection schemes, Raman Amplification, fixed and flexible grid DWDM systems, coherent systems, etc.
- Knowledge and experience in operation of optical transport systems.
- Knowledge in design and implementation of optical Data Communications Network (DCN) for Network Element (NE) management.
- Knowledge of OTN and related technology.
- Packet and IP networking knowledge and experience including but not limited Layer 2 and Layer 3 switching and routing.
- Prove knowledge of networking protocols including but not limited to OSPF, MPLS, BGP, ASBR, etc.
- Proven track record in the field of technical support and customer service.
- CE (Carrier Ethernet) / OC (Optical Communications) certification or equivalent is an advantage.
HOW TO APPLY:
Interested applicants, kindly send your resume in MS WORD format to [email protected] or please click on “Apply Now” and provide the below details in your resume.
We regret only shortlisted candidates will be notified.
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Trust Recruit Pte Ltd
EA License No: 19C9950
EA Personnel: Kong Ai Huong (Ellie)
EA Personnel Reg No: R24121212
