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.
● Technical support for DASAN's customers in HCM such as Viettel; VNPT; VTV;...

Benefits
• 13th salary
• Attractive salary with full social welfare policy (social insurance, health insurance, unemployment insurance) by Labor law.
• Annual health check and Premium Health Care Package.
• Free English and other training courses such as software development, network knowledge, testing skills, etc.
• Mid-autumn vacation and incentive.
• Travel and lunch allowance.
• 13 days of annual leave.
• Outings and team building programs.
• Detailed company welfare and benefit as below information.

● 5 ~ 8 years experiences in telecom network industry.
● 3+ years of experience in Product Assurance testing, or equivalent experience
● Second Language(Japanese/English) speaking, presentation and technical training, writing and communication at work
● Ready to travel oversea in anywhere, anytime
● Network basic knowledge of OSI 7 layer, Ethernet, MAC, IP, TCP, UDP, etc.
● Switching and Routing such as VLAN, Unicast, Multicast, Broadcast, STP, ARP, Static and Dynamic Routing, SNMP, MPLS, etc.
● xPON, FTTx optical, Copper network knowledge.
● Subscriber side network knowledge such as residential gateway, IPv6, NAT, Wi-Fi, DHCP, port forwarding, DDNS, TR-69, etc.
● SW knowledge such as Linux, Windows, Script, Programming language customer
● OA tools such as Excel, PowerPoint, Word, VISIO, etc.
● ETC tools such as Packet generator (EXIA, N2X, Smartbit, Ostinato, TRex), Packet analyzer (Wireshark), etc.
● Maintain a deep understanding of customers, product offerings, product use cases and best practices.

Wedding
• Staff: Payment Standard (PS): 5,000,000VND, Leave day approved (Lda): 7 days, Remarks (R):With Announcement/ Invitation.
• Staffs's sons and daughters: PS 2,000,000VND, Lda: 3 days.
• Staff's brothers and sisters: PS 1,000,000VND, Lda: 1 day.
• Staff's husband or wife's brothers and sisters: Lda: 1 day

Birth
• Staff's Birthday: PS 300,000VND, R: Monthly
• Staff 's newborn baby: PS: 3,000,000VND, R: per baby

Funeral
• Staff funeral: PS 10,000,000VND
• Staffs's husband or wife: PS 5,000,000VND VNĐ, Lda: 7 days
• Staff's parents: PS 5,000,000VND, Lda: 7 days
• Staff's husband or wife's parents: PS 5,000,000VND, lda: 3 days
• Staff's childrens: PS 3,000,000VND, Lda: 3 days.
• Staff's brothers and sisters: PS 2,000,000VND, Lda: 3 days
• Staff's grandparents and husband or wife's grandparents: PS 2,000,000VND, Lda: 3 days 60th birthday or 70th birthday
• Staff's parents: PS 2,000,000VND
• Staff's husband or wife's parents: 2,000,000VND

Other Allowances
• Support Meal Allowances: 1,440,000VND

Awards:
• 5 working years: PS 5,000,000VND, R: Including certificate
• 10 working years: PS 10,000,000VND, R: Including certificate
• 15 working years: PS 15,000,000VND, R: Including certificate

Special events
• Fullmoon: PS 500,000VND
• Lunar New Year: 500,000VND
• Free English and other training courses such as software development, network knowledge, testing skills, etc.
• Mid-autumn vacation and incentive.
• Travel and lunch allowance.
• 13 days of annual leave.
• Outings and team building programs.
• Detailed company welfare and benefit as below information:

Wedding
• Staff: Payment Standard (PS): 5,000,000VND, Leave day approved (Lda): 7 days, Remarks (R):With Announcement/ Invitation.
• Staffs's sons and daughters: PS 2,000,000VND, Lda: 3 days.
• Staff's brothers and sisters: PS 1,000,000VND, Lda: 1 day.
• Staff's husband or wife's brothers and sisters: Lda: 1 day

Birth
• Staff's Birthday: PS 300,000VND, R: Monthly
• Staff 's newborn baby: PS: 3,000,000VND, R: per baby

Funeral
• Staff funeral: PS 10,000,000VND
• Staffs's husband or wife: PS 5,000,000VND VNĐ, Lda: 7 days
• Staff's parents: PS 5,000,000VND, Lda: 7 days
• Staff's husband or wife's parents: PS 5,000,000VND, lda: 3 days
• Staff's childrens: PS 3,000,000VND, Lda: 3 days.
• Staff's brothers and sisters: PS 2,000,000VND, Lda: 3 days
• Staff's grandparents and husband or wife's grandparents: PS 2,000,000VND, Lda: 3 days 60th birthday or 70th birthday
• Staff's parents: PS 2,000,000VND
• Staff's husband or wife's parents: 2,000,000VND

Other Allowances
• Support Meal Allowances: 1,440,000VND

Awards:
• 5 working years: PS 5,000,000VND, R: Including certificate
• 10 working years: PS 10,000,000VND, R: Including certificate
• 15 working years: PS 15,000,000VND, R: Including certificate

Special events
• Fullmoon: PS 500,000VND
• Lunar New Year: 500,000VND