DASAN Zhone Solutions (DZS)

Tóm tắt công việc

The Technical Support Engineer is responsible for providing comprehensive technical product support to our customer’s field engineers and technicians who are installing, diagnosing, troubleshooting, maintaining, and debugging complex packet based telecom access equipment. Involves assistance with analysing technical troubles including maintenance support. Candidate should have a strong technical background and knowledge of telecommunications, Voice, Data, and Video networking, FTTx PON solution, routing and MPLS. Strong interpersonal skills and ability to effectively work with multiple audiences and levels within both internal and external organizations are required. Responsible to transfer the knowledge of customer service scenario towards tracking and monitoring department effectiveness in meeting SLA’s (Service Level Agreements).

Key Responsibilities:

• Tasks assigned by TAC manager
• Monitor TAC queue
• Pull tickets out of queue according to customer’s warranty/contract status and ticket severity
• Respond to customer via DIVA, e-mail, sns, phone follow-up
• Collect any missing data, including all information necessary to reproduce problem
• Provide preliminary troubleshooting and analysis and/or resolve “simple” issues like configuration, documentation or new firmware.
• Annotate ticket with all transactions and update with additional customer information
• Report on metrics
• Provide direct technical support to customers on operation, troubleshooting, installation or maintenance of proposed products.
• Document and log all customer contacts/queries into support database.
• Report major field issue to corresponding department(RND, PA, Sales, Head group, etc)
• Must understand critical customer requests with reading the impacts and urgency accurately and timely.
• Coordinate software release plan with customer and corresponding department(RND, PA, Sales, TAC team members).
• Maintain daily / weekly DIVA status tracking and reporting for prioritized items.
• Provide on-site/remote support for field issue, operation and product testing  to customer
• Prepare and deliver documentation of problem description and findings to appropriate escalation point. (Examples: RND, PA, Executive escalation)
• Provide documentation (Test report, Issue report, Training material, etc.)
• Follow all DNS internal system (DIVA, BMS, NSS, Groupware and work flow)
• Learn required knowledge to provide maintenance service for the new customer service scenario and environment from Project support, PA and RND.

Why You'll Love Working Here

Your Skills and Experience