IPN Support Engineer
Beijing
Company Overview
Company is a world-leading provider of telecommunications equipment & services to mobile & fixed network operators. Over 1,000 networks in more than 180 countries use Company equipment, & more than 40 percent of the world's mobile traffic passes through Company networks. Using innovation to empower people, business & society, we are working towards the Networked Society, in which everything that can benefit from a connection will have one. At Company, we apply our innovation to market-based solutions that empower people & society to help shape a more sustainable world.
We are truly a global company, working across borders in 175 countries, offering a diverse, performance-driven culture & an innovative & engaging environment where employees enhance their potential everyday. Our employees live our vision, core values & guiding principles. They share a passion to win & a high responsiveness to customer needs that in turn makes us a desirable partner to our clients. To ensure professional growth, Company offers a stimulating work experience, continuous learning & growth opportunities that allow you to acquire the knowledge & skills necessary to reach your career goals.
Job Summary
Global Service Center China is one of the four Company Global Service Centers in China, India, Romania, and Mexico. Today, GSC China has skilled, highly trained employees and services professionals located in five sites, which are Beijing, Wuhan, Guangzhou, Dalian, and Xi¡¯an. GSC China provides both complex technical services and remote delivery in the areas of managed services, customer support, consulting & systems integration and network rollout for global customer in 180 countries.
We are hiring an IP Networks Support Engineer to work in the Customer Support group in GSC China Beijing site.The Support Engineer is responsible for handling problems that have been reported by customers or other Company support organizations.
Responsibilities & Tasks
l Customer Issue handling for Company IP Networks products including SmartEdge, Smart Service Router (SSR)
l Liaise with designers for trouble report handlings
l Handling of proactive support
l Software Update Management (SUM) handling
l Remote Service Gateway (RSG) Coaching
l On duty for emergency support and resolve within defined SLA
l Perform fault reproduction and fix verification in lab or a live environment.
l On-site support for customers or other Company organizations.
l Handling of technical escalations
Position Qualifications
Core Competences:
l Negotiation & Argumentation skills
l Planning & Organizing skills
l Ability to work under pressure and handle multi-task.
l Analyzing, problem solving & touble shooting skills
l Presentation & communication skills
l Software support
l Network level competence
l Delivering Results & Meeting Customer Expectations
l Applying Expertise & Technology
l Working with People
Minimum Qualifications & Experience Requirements:
l The ideal candidate must have a Bachelor degree of Science in IT, telecom, electronic engineering or equivalent.
l At least three years of telecommunications experience, with in depth knowledge of trouble shooting methods as well as the ability to perform technical investigations
l Strong knowledge of IP. Deep understanding in IP routing protocols like BGP, OSPF, ISIS, MPLS & VPLS is a must.
l Understanding of Broad-band Remote Access Protocols like PPP, DHCP, AAA, RADIUS and multicast protocols like IGMP, PIM is required.
l Working experience with Linux and/or FreeBSD.
l Hands-on experience with test tools.
Preferred Qualifications & Experience Requirements:
l Customer issue handling
l Handling of proactive support (optional)
l Software Update Management handling (optional)
l KCS Coaching (optional)
l RSG Coaching (optional)
Additional Requirments, Physical Demands, Region/Local Specifications:
l The home base is Beijing, China
l May travel with short notice
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Location£ºBeijing
