Tier2 Support Engineer

Shanghai

Description
 As part of Company Global Support function, you will be working in a team who acts as 2nd line support for customer network support engineer or 1st line service engineers. Your working scope includes but not limited to the followings:
• Deal with customer support request according to the defined process.
• Provide support in technical query and trouble shooting problems reported by customers
• Register trouble report towards R&D.
• Take emergency duty and support in critical cases.
• Summarize the problems founded and provide preventive action proposals.
• Collect feedback from customer side and submit to R&D program.
• Continuously update knowledge base
• Participate in FFI and FOA activities
• Provide on-site support when needed.
• Support in serviceability and service preparation activities.
Qualifications
• BA+ telecom or computer science education background
• Familiar with C++ and Java（he/she needs to code when do trouble shooting）
• Good communication
• Be able to work independently
• Good oral and written English
• 2 years+ working experience
• customer support experience is preferred