Descripción de la Oferta

Support Engineer position will be required to coordinate, manage and provide Technical Support for COMSOL Provided Services after Implementation of services has been completed. This role also includes additional responsibilities where necessary such as Integration of Network & Operational Management of Circuits. Person in this position will ensure compliance to policies and standards for Process, Technology and Security.

- Be part of a technical team in charge of troubleshooting Voice / Data solutions.
- Hands on & Execution of Implementation works for new, changes and upgrade of Services provided and carried out in compliance with best practices.
- Maintain and manage escalation procedures and SLA assurance in terms of implementation intervals as committed to customers.
- Providing Point of escalation Contact for 1st level troubleshooting with end-to-end ownership for technical support carried out in compliance with best practices.
- Incident Management: Provide Single Point of Contact to fix or escalate incidents with agreed Mean-Time-To-Recover (MTTR) for service restoration and also using tools to analyze incident and ensuring process compliance.
- Being a member of Technical Recovery Team to resolve severe incidents and also escalation to Management followed with Post Incident Review of Work Process & Instructions.
- Actively participate in service recovery calls to ensure the focus is maintained by all support chain participants through normal day to day operations or during Incident recovery.
- Change Management: Responsible to validate and vet Change Request to ensure compliance that includes verification checks & fallback procedures.
- Sharing of support knowledge and experience across the board to COMSOL team.
- Be able to visit technical sites within the US and outside the US in order to sign-off on technical work.
- Prepare periodic technical reports to submit to Senior Management.

Qualifications

Bilingual (writing and speaking)
Bachelor's degree in an Engineering discipline or Computer Science (desirable) or equivalent experience (1 - 2 years)
Remote Support Experience covering 24 x 7 mission critical business environment.
Understanding of SDH & SONET technologies and Data flow architecture.
Highly motivated individual, with a positive & pro-active attitude to work, and willingness to make changes to improve operational efficiency through innovation, process and procedure, and adopting and adapting ideas and practices from elsewhere.
Ability to act rapidly and logically under pressure, and make effective use of others in resolving problems.
Ability to work in shift and flexible schedule.
Writing Skills for Documentation, Building & Maintaining Relationships, Problem Solving and Decision Making, end to end ownership for customer satisfaction through levels of support, planning and organization & working well with Virtual Team are the required key soft skills.
Technical Support and Implementation roles IPLC services preferred
Good knowledge of Microsoft
Strong communication skills

Educación Superior