Junior/Mid Transmission Customer Support 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.

Customer support engineer is handling customer service requests using trouble ticketing system for tracking customer interactions and fault analysis.

Requirements:
• 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;

Responsibilities:
• 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;
• Private Medical Insurance;
• Paid 4 hours leave per month;
• Annual Performance Bonus;
• Holiday bonus;
• Opportunity to get certifications (HCNA, HCNP, HCIE) on Huawei products;
• Life time learning environment and tools.


Only suitable candidates will be contacted!


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