IP Network Product Support Engineer

Employer: Huawei Enterprise Romania GSC
Domain:
  • Engineering
  • IT Software
  • Telecommunication
  • Job type: full-time
    Job level: 1 - 5 years of experience
    Location:
  • BUCHAREST
  • Timisoara
  • Updated at: 18.06.2021
    Short company description

    Huawei Enterprise Romania GSC focuses its goals on satisfying customer needs, reducing costs and ensuring smooth business operation.

    Our Enterprise GSC offers 24/7 multi-channel access, multi-language support in 6 different languages (English, French, Spanish, Italian, Polish and German) and IT platforms used by our engineers to solve our customers’ problems. Huawei Enterprise Romania GSC is made of several teams: Marketing & Channel Support Center, Customer Care Representatives, Spare Parts Center, Network Operation Center, Technical Assistance Center and Remote Delivery Center.

    In Romania we have 2 offices, located in Bucharest and Timisoara, with over 150 HCNP (Huawei Certified Network Professional) and HCIE (Huawei Certified Internetwork Expert) employees.

    Requirements

    Summary:

    Huawei Enterprise Business Group is glad to welcome you, a senior engineer, to join our team of Customer Support Engineers for the Network product line.
    You have the chance to join a team of enthusiastic people who want to build a strong connected, well instructed and customer focused team that will handle customer service requests from all Europe for our Network products (Routers, Switches, Firewalls & Security Gateways, WLAN devices and more).
    The team provides second/third level technical support on a worldwide basis 24X7X365 via phone, email, web and remote access to Huawei customers, partners, account teams, and other TAC engineers via independently troubleshoot & debug product problems.

    Requirements:
    - Familiar with TCP/IP & OSI protocol stack;
    - Knowledge of routing protocols (OSPF, BGP, IS-IS);
    - Knowledge of switching technologies and protocols (Vlans, STP);
    - Knowledge of security features and protocols (IPSec, NAT, Radius/Tacacs, Dot1x);
    - Knowledge of network monitoring applications and protocols (SNMP, NMS);
    - Strong troubleshooting skills (able to analyze debug outputs and packet captures);
    - More than 3 year work experience in system integration or telecommunication will have priority;
    - Any of the following languages is considered an advantage: French, Spanish, Italian, German, Polish, Turkish.

    Responsibilities

    Responsibilities:
    - Handling customer service requests from all Europe for our Datacom and Secospace products (Routers, Switches, Firewalls & Security Gateways, WLAN devices and more);
    - Assist CSE(Customer Service Engineer) to isolate and neutralize reported incidents and if necessary escalate to next technical level support;
    - Troubleshoot hardware or software problems, identify root cause and provide an effective solution within contractual SLA time;
    - Performing network upgrades/ updates in accordance with the Change Management process;
    - Provide detailed information on how to set up, configure or upgrade IP products and their features;
    - Use trouble ticketing system for tracking customer interactions and fault analysis;
    - Identify customers concerns and critical problems based on customer interaction.

    Other info

    Offer:
    - Motivational salary package and annual performance bonus;
    - Gym discounts;
    - Private Medical Insurance discounts;
    - Paid 4 hours leave per month;
    - Flexible work schedule;
    - Opportunity to work on shifts;
    - Weekly fruit day;
    - Opportunity to get certifications (HCNA, HCNP, HCIE) on Huawei products;
    - Life time learning environment and tools;
    - Hands-on experience and lab testing;
    - Great amount of Product Documentation;
    - Access to a unified Knowledge Base where you can find technical cases encountered by all our engineers around the world;
    - Opportunity to contribute to the Knowledge base and be part of a growing Huawei Engineers community;
    - Opportunity to go abroad on business trips to customer site and offer onsite support (after gaining some relevant working experience with Huawei products).