TAC Transmissions Engineer

Huawei (G)TAC Romania focuses its goals on satisfying customer needs, reducing costs and ensuring smooth business operation. Our teams offer 24/7 multi-channel access, multi-language support in 6 different languages (English, French, Spanish, Italian, Polish, German) and IT platforms used by our engineers to solve our customers’ problems.

In Romania we have 3 offices located in Bucharest and Timisoara, where we have over 200 employees.

Summary:

Huawei Enterprise Business Group is glad to welcome you, a young capable engineer, to join our team of Customer Support Engineers for Enterprise Transmission 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 Enterprise Transmission products - OptiX OSN Series.

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.

The Technical Assistance Center team is made up of highly-responsive and self-driven technology enthusiasts who love what they do: Enabling Customers by enabling Huawei Technologies!

Requirements:
Professional knowledge
Familiar with optical fiber transmission - SDH/DWDM/CWDM;
Knowledge of WDM transmission flow;
Knowledge of optical amplifiers parameters;
Strong troubleshooting skills (able to analyze transmission alarm, performances and signal flow);
Knowledge of transmission protection scenarios (SNCP, MSP,ring,1+1);
Strong troubleshooting skills in NMS for transmission devices;
Knowledge of network monitoring applications and protocols;
Nice to have basic knowledge for access network (GPON, xDSL);
Previous experience with Huawei Transmission devices and solution will be considered an advantage;
More than 1 year work experience in telecommunications will have priority.

Professional skills
Previous experience in a customer service environment or any customer interaction;
Ability to work with trouble ticket systems;
Customer oriented;
Politeness, responsibility, punctuality;
Good communication skills (phone, e-mail);
Good verbal and written English skills.

Responsibilities:
Customer support engineer is handling customer service requests using trouble ticketing system for tracking customer interactions and fault analysis. As Transmission CSE in Romania GSC, you will:

-Handle the customer requests from all Europe for our Transmission devices( OptiX OSN 1800/8800/6800, 550/1500 );
-Take first corrective actions 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;
-Provide detailed information on how to set up, configure or upgrade Access Network products and their features;
-Use trouble ticketing system for tracking customer interactions and fault analysis;
-Communicate with customer via e-mail, phone, live-chat to provide the solution for their technical requests related to the specified devices;
-Identify customers concerns and critical problems based on customer interaction.

Offer:

Motivational salary package and annual performance bonus;
Gym discounts;
Private Medical Insurance;
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!

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