招聘职位
Sr. Technical Support Engineer
- 公 司：NO.246-a global communications technology company
- 工作地点：深圳
- 发布日期：2013-08-02
- 职位编号：2956
- 有效状态：已关闭
职位描述
1.As a core team member, provide after hours support on a 24X7 call out basis.
2.Field Validation responsibilities for product releases of new software/firmware and hardware.
3.Creation of Service Request for customer calls and PD creation if necessary.
4.Utilize Call Tracking and Knowledge base tools to record customer reported issues and progress as being issue to resolution.
5.Perform fault reproduction and troubleshooting, system characterization and analysis, root cause analysis of product issues up to and including drafting product Field Bulletins and opening Product Defects with the engineering teams.
6.Go on-site to support trouble shooting and also may help out other groups in support of trials possibly along with Field Validation projects.
7.Be a point of contact, highly knowledgeable on the subject matter for several products, processes and/or services for customers and colleagues (PLM, design, etc.).
8.Delivery of additional services like informal local training sessions, as well as professional services on-site.
9.Perform other duties as required.
职位要求
Strong troubleshooting, organizational, communication and interpersonal skills. Ability to produce RCA reports and interface with customers preferred. Ability to maintain confidentiality of company information and work with discretion. Proficient with computer operating system such as UNIX, and/or Linux. Working knowledge of networking protocols. Knowledge of Cable System Architecture a plus. Knowledge of scripting a plus - Shell, Perl, and/or Python. Able to effectively interact with all levels of personnel, including senior management.
1.BS Degree in Engineering or Computer Science; or equivalent job related experience
2.Proficient with Computer operating systems such as Unix, Windows, and Linux
3.5-7 years in Customer Service or similar position requiring one on one interface with customers troubleshooting both software and hardware problems on high tech systems, preferably in the cable TV industry.