Service Delivery assigned to GENEW Technologies Inc.
Provide remote support and when necessary On-site technical support for GENEW Customers escalation.
Establish and maintain key contacts with partinent Product Management/ R&D groups, Support Center(NE group) to facilitate the flow of technical information.
Deliver full suite of GENEW Professional Services offerings such as, Deployment, network Optimization, Installation supervision etc.
Provide current customers and prospective customers with a clear understanding of their hardware, software, installation, and professional services support options throughout the pre- and post-sales cycle ( work with the local sales Engineer).
Must be able to provide customer communication interface and politics such that all issues communicated place GENEW in the best possible light. This may include managing this information with a competing vendor directly involved.
Must be able to provide pro- active engagement of technical design reviews or support to ensure all requirements and requirements resources are defined for support of the customer network implementation.
Must be able to provide internal management and sales team of regular status reports for severity 1/2 problems in writing.
Responsible for implementation of software upgrade/patch and testing support as needed.
Provide input to the Technical services Manager or Project Manager on what tools are needed to support the technology/product you service in your area(i.e. lab equipment, test equipment).
Qualifications
Graduate of electronics/Electronics and Communications Engineering
UNIX/LINUX, Windows and VoIP knowledge
Experience in IMS based Core Network, UCaaS or VoIP Applications in Telco Cloud Platform.
Experience/ Knowledge Needed
Atleast five years of experience in a support services environment.
Knowledge of operational and procedural aspects of core network system, hardware, software and peripheral equipment.
Knowledge in various protocols used in VoIP Application and able to capture and analyze call or signalling trace.
Experience in core network equipment installation, configuration, maintenance and troubleshooting.
Knowledge in oracle database administrator and it's corresponding applications such as replication and performance tuning is preferred.
Language
Proficiency in written and spoken English( Chinese knowledge is optional).
