Field Support Engineer-CS
Location: Bangalore, India
Dept/Division: Sales & Support
Job Description
  • Works with customer to assign initial severity level to the problem and initiates the case resolution
  • Travel to Customer Locations for Resolution, planning and deliveries.
  • Customer Relations and Customer Satisfaction
  • Works as part of a high performance support team to ensure that system enhancements and defect corrections work properly and meet the user’s requirements
  • Assists in AT, Installations, user notifications of changes to the application
  • Implements solutions as required or as per solutions received from Engg and TAC centre teams
  • Resolves product support questions, issues, and failures
  • Support the infrastructure, telecom, and internal systems and applications as directed
  • Assists management in controlling costs. Reports expenses in a timely manner. Reports unexpected costs to management
  • Anticipates and identifies issues that may prevent deliverables
  • Ensures compliance with standards, methodologies, and techniques
  • Assist in project planning, including capacity, time, growth factors, communication requirements, space, etc.
  • Works on multiple, concurrent tasks. May lead projects or team efforts as assigned
  • Identifies project coordination problems, suggests solutions and escalates issues appropriately
  • Works independently with little supervision; prioritizes project steps, milestones and time requirements to complete projects
  • Escalates as required to maintain company performance standards
  • Supports engineering in working higher level problems
  • Timely report generation and escalation of Issues
Required Skills/Experience
  • Bachelor's degree and 2-5 years related experience and/or training, or, equivalent combination of education and experience
  • Experience managing and troubleshooting on field, wireless products, data communications equipment – combined experience preferred , WIMAX experience-shall be preferred though not compulsory
  • Experience in implementing/installation of GSM/CDMA/WIMAX solutions on field
  • Exposure to extensive travel
  • Network management, scripting, and configuration experience; and Microsoft NT/Windows 2000 server, Microsoft Exchange, Novell, Oracle, and Microsoft SQL Server; and supporting storage and backup management preferred
  • Experience providing level 1 and 2 support in a customer support desk setting preferred
Job Responsibilities
  • Assist customers with technical support questions and problems
  • Provide necessary and timely feedback to other functions for better customer satisafction
  • Log support issues in ticketing system and initiate customer dialogue
  • Escalate urgent problems requiring more in-depth knowledge to appropriate internal resources
  • Ensure that all support issues are resolved in a timely fashion
  • Maintain active knowledge of Aperto Networks products and solutions
  • Maintain application notes, knowledge base and technical documents
  • Perform software and/or hardware product testing when necessary
  • Assist Installation/AT teams
  • Own the customer network completely.
  • Responsible for overall customer satisfaction scores.
Contact: [email protected]