Description
Field Support Engineer (Tellabs, 8600, Support, Install, Commission)
- Strong Router skills gained in an ISP, operator, service provider or manufacturer environment.
- Must have an intimate working knowledge of IP, DWDM, ATM and Ethernet (L2 switching).
- Practical experience of operating OSPF, BGP and IP-VPN's is essential.
- Must understand MPLS and have detailed knowledge of Martini/Pseudo-wire circuits and VPLS.
- Knowledge of SDH and TDM an advantage.
- Working knowledge of mobile network systems would be a distinct advantage.
- Must be highly self motivated, with excellent written and verbal communication skills.
Responsibilities
Provide timely telephone and onsite support as required ensuring our customers receive the best service.
Participate in local 24 x 7 on call duty rota for support
Installing and commissioning Tellabs 8600's.
Technical liaison with support and/or Engineering groups to resolve issues and meet or exceed the service level defined for the customer.
Drive the technical intervention process from start to successful completion
Pursue 100% customer satisfaction.
Customer Advocacy maintaining high levels of customer satisfaction.
To work in liaison with customer personnel to ensure together we provide high quality services to quality standards.
Working as a team to help the development of others by sharing good practices, skills and most important of all knowledge.
Participate in on-site commissioning, acceptance testing and handover of customer systems.
It is expected that our engineering staff will continually strive to improve their skills and competencies to their benefit and the companies.
South Africa wide travel is an essential part of the job. Must be willing to travel on short notice and occasionally for extended periods.
Provision of on-the-job training for customers required by orders
Field Upgrades - hardware/software/NMS
Completion of all install/commissioning/support work order as required
Completion of data entry on Timesheet tracking system as required.
Completion of Call/task logging tracking system as required.
QUALIFICATIONS: EXPERIENCE AND FORMAL TRAINING
Typically between 3 & 7 years industry Telecommunications/IT experience
Experience in a technical support or project engineering role, track record in an engineering.
Strong team leadership abilities, experience of technical service and support of Telecommunication/IT Networks.
Experience in customer technical or service situations that require excellent communications and interpersonal skills.
Experience on Tellabs equipment is an advantage.