Position Name： Technical Support Engineer(Fixed Access)
Platform: Service Assurance & Field Force
Dept : Global Technical Support - Fixed Network
Supporting Alcatel-Lucent Fixed Access product, ISAM, ISAM-V, GPON, FX, related EMS, etc.
Providing the necessary depth of regional support on customer products & networks - hardware and software. Where necessary, replicate customer faults in a lab environment to isolate faults and perform in-depth analysis. Gain familiarity with new products in order to effectively support their introduction within the local region. Constantly seek out relevant product and technology information for both current and future products. Liaise with the in-country team technical support engineers and / Field workforce personnel to resolve complex problems. Escalate & liaise with the relevant internal product specialists (TEC/R&D or other regional tech support teams) to resolve complex problems.
In-Country Technical Support teams; In-Country project Technology Integration teams & Filed Workforce teams; Product Unit TEC & R&D teams; Technology & Solutions teams.
Customers; 3rd-party organizations associated with the supported products - especially OEM suppliers of B2B maintenance contracts.
Strong verbal English communication skill.
Good at putting oneself in the other’s position for understanding and make one’s point clear effectively.
Analytical ability in problem and fault solving. Ability to interpret network diagrams, switching systems and networks. In-depth technical knowledge of Telecommunications Networks related to the following: Broadband Access, Network Management Systems, IP routings, MG/MGC, etc.