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Field Support Engineer-CS
Location: Bangalore, India
Dept/Division: Sales & Support |
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| 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
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| 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
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| 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.
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| Contact: [email protected] |
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