Executive recruitment company Monroe Consulting Group Philippines is recruiting on behalf of a leading provider of optimization solutions that enable operators to improve efficiency and boost network speed. The job is a full Work from Home Setup, day shift, and offers a flexible working arrangement.
Support Engineer
Responsibilities:
- Support engineer as part of the Global Support and Maintenance group
- Responsible for the technical support of the company's products and solutions
- Take ownership of customer issues reported and see problems through to resolution on-site or remotely, per need
- Research, diagnose, troubleshoot, and identify solutions to resolve customer issues
- Resolve time-critical deployment and production issues
- Provide customer support, technical issues resolution, and improvements within the agreed SLA, on-site and remotely
- Provide prompt and accurate feedback to customers
- Ensure proper recording and closure of all issues
- Prepare accurate and timely reports
- Document knowledge in the form of knowledge base tech notes and articles
- Participation in providing training to customers as required
- Participate in the On-Call duty rotation
Requirements:
- Experience with customer-facing activities in an international environment
- Knowledgeable in customer support processes, tooling, and troubleshooting
- Knowledge in networking: TCP/IP, switching, routing
- Experience with Linux/Unix based systems
- Experience in the mobile and Telco markets (working with telco providers
- Experience with load balancers
- Knowledge of VM environments, NFV and SDN
- Scripting knowledge (Perl/Python/bash)
- Self-learning and self-motivated
- Solve problems independently and creatively
- Team player and capability of working with cross-company teams abroad and in the HQ
- High level of communication and reporting
- Excellent communications skills in English (read and write)
Qualifications:
- BSc/BA degree or equivalent work experience.
- 5+ years of experience as a customer support/services engineer
- International work experience and cultural awareness an advantage
- Experience with global support organizations working with support teams abroad
