Ipran Engineer

The requirement is for a customer technical Support Engineer to support the network operations team.

This is a high profile customer facing role and requires the individual to have an in-depth understanding of both the technology and products as well as the following personal attributes:

Confidence
Ability to handle high pressure situations
Resourcefulness
Pro-active
Methodical
Ability to articulate in various mediums
Ability to listen
Problem solving and decision making
Customer service
Drive for results
Building relationships
Team player

The successful candidate will be required to maintain and develop their skills on the leading edge and emergingIP technologies.

Duties and Responsibilities to include:
Clear understanding of technology, client installed base, and performance (including interaction with 3rd party equipment)
Prioritize/recognize/flag Service tickets to be worked on by Technical Support Centre (TSC) and 3rd party vendor.
Support outage resolution and root cause closure
Work with TSCs (and engage 3rd party vendors) to resolve client technical issues.
Directly Support Ticket Resolution when unique understanding of client configuration is critical or when on-site support is needed.
Work with TSC leads to coordinate fixes and communicate to customer.
Support client in user group meetings, take technical lead when communicating major problems that may impact client network.
Recommend preventive actions to keep known problems from occurring in client networks.
To participate in field technical support, code upgrade, test andintegration activities.
To provide input into network design and deployment efforts as required.
Facilitate the smooth resolution of problems and achieve greater customer satisfaction by proactively liaising and exchanging information with customers and colleagues at varying levels.
To participate in the out of hours support rota.
The sharing of specialist knowledge with other team members is key to the success and the person employed in this role will be expected to mentor more junior members of the team.

Experience:
Minimum 10 years working in Data Communications or Telecommunications.
University Degree in IT, Telecommunication or similar
Fluent English in spoken and writing, additional language desired
Detailed knowledge and experience with Tellabs 8600 Routers and associated EMS.
Hold an IP certification NRSII/CCNP R&S/CCIP/JNCIS or above.
Must be able to demonstrate competence in: Mobile Backhaul, VLANS, Ipv6, MPLS Traffic engineering, BGP, ISIS and OSPF.
Applicants should have experience of working in a highly demanding customer facing support environment and have a proven ability to represent the company in a professional manner at customer meetings.