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Job Description
- Provides customers with a variety of support services, including but not limited to providing remote and on-site L1 and L2 network support of NetScout Systems.
- Provides technical support activities such as configuration support, NetScout Systems Integration support, maintenance release and software update deployment
- Provide remote and on-site recovery support in the event of an out-of-service condition caused by a disaster
- Handle customer requirements and ensure customer satisfaction.
- Escalate to a higher level of support in case of difficulty, time-critical problems, or need due to configuration control.
- Provide knowledge sharing, problem resolution assistance, and on job training to other technical support personnel as required.
- Initiate and Participate in technical meetings and conference calls related to issues under NetScout Systems responsibilities.
- Initiate periodical and technical feedback reports to direct manager and customers if needed
- Troubleshoot components of the system, interpret results and determine best course of action to restore operability.
Job Requirements
- Telecommunications, electronics, computer engineering Degree or equivalent with at least 1-2 years’ experience in system Engineering and administrations
- Has strong knowledge in the following subjects, ITI graduate is preferable
- OS (Unix, Linux, Windows)
- Database (Oracle, SQL)
- Networking (CCNA)
- 2G/3G/4G Mobile Network Interfaces, protocols and scenarios
- Telecom (SS7, data collection, mediation, billing, interconnect, roaming, RA, FM, VOIP, IVR, IN)
- Strong communications (fluent in English and local language) and interpersonal skills
- Able to work effectively in a dynamic and changing environment;
- Readily adaptable to change and can adapt personal style to create a perception of credibility and confidence.
- Experience servicing hardware/software in both Field support and Technical Support role
- Strong customer service abilities, Flexibility to fully support a 24x7x365 operation.
- Experience supporting global, high-availability operating environments.
- Excellent problem-solving skills, combined with the ability to provide a quick resolution to problems.
