IP Network Product Support Engineer

Employer: Huawei Enterprise Romania GSC
Domain:
  • Customer Support - Client Service
  • IT Hardware
  • Telecommunication
  • Job type: full-time
    Job level: 1 - 5 years of experience
    Location:
  • BUCHAREST
  • Updated at: 20.06.2021
    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

    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

    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

    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).

    Only suitable candidates will be contacted!


    As part of any recruitment process, Huawei Enterprise collects and processes personal data relating to job applicants.

    We are committed to being transparent about how we collect and use that data and to meeting our data protection obligations.

    You data is stored in a range of systems and formats. These are included in your recruitment file, in the organization’s HR Management system and in other IT systems. The data is visible to the HR Department, Hiring Manager of each Department and Higher Management of Enterprise Romania GSC.

    The information you provided to us will be used for assessing the competency and suitability or our candidates, to decide terms and conditions of any offers and for reporting purposes.

    The range of information collected includes: your name and contact details (including e-mail address and telephone number), your gender and date of birth, details of your qualifications, skills, experience and employment history (including start and end dates with previous employers), information about your current level of remuneration, including benefit entitlements, your nationality and entitlement to work in Romania, candidate photographs.