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    Graduate Support Engineer - Oslo, Norge - Mavenir

    Mavenir
    Mavenir Oslo, Norge

    1 uke siden

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    Heltid
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    Role Summary

    Provides highly visible customer support through the performance of on-site installation, as well as overseeing any necessary diagnoses, troubleshooting, service, and repair of complex equipment and systems. Checks out and approves operational quality of system equipment. Instructs customers in the operation and maintenance of the system. Serves as company liaison with customer on administrative and technical matters for assigned projects. Interprets customers' needs and clarifies if the responsibility for problem resolution falls to sales personnel, customer support reps, or engineers. This job may include any aspect of field support, and is not limited to system hardware and software, PCs, and networking/wireless networking.

    Key Responsibilities

    Duties and Responsibilities

    Build up a strong R&D relationship and act as the key Support to R&D interface

    Working with the customer technical staff to replace the faulty parts in the systems and support the customer's testing

    Running the designated acceptance testing once a part is replaced

    Build up your coding knowledge and be able to investigate the issues thoroughly before escalating to R&D

    Use the provided test tools to capture and investigate the logs required by R&D

    Communicating with customers to establish details of problems/requirements

    Investigating and resolving customer problems within the contracted SLAs

    Working with other teams in the company to resolve technical problems

    Producing system documentation for the customer and support team

    Updating the call tracking system, providing status updates and action plans, providing customer resolution reports for issues

    Provide technical support to the internal the R&D teams during solution design, implementation and testing phases

    Provide technical support to EMEA delivery and support teams

    • Coaching internal teams on the technical details and capabilities of the products and end-to-end solutions
    • Review and update of technical aspects of quality system to ensure information is correct and up to date

    Job Requirements

    Qualifications & Experience

    • Solid experience working with UNIX (Solaris or Redhat Linux)
    • UNIX System Administration skills
    • Undertaking or recently completed a degree course with aspects of Telecommunications, Software Engineering and IT
    • Proven coding experience
    • Experience of installing, upgrading and configuring computer hardware and software
    • Knowledge of mobile networks preferred but not essential
    • Good understanding of software engineering principles
    • Understanding of the SIP protocol
    • Experience working with Dell platforms
    • Experience working with IP networks, Cisco router configuration

    Skills and Competencies

    • Can do/will do attitude
    • Methodical problem solving skills
    • Good verbal and written communication skills, both face to face and remotely with people for whom English is not their first language
    • Able to work from customer premises and able to work remotely from internal teams
    • Able to assimilate technical information quickly and apply it to a given situation
    • Shows initiative and is able to make appropriate decisions
    • Good planning and organisational skills – able to multi task
    • Commitment to achieve the required goals
    • Team worker
    • Able to build relationships with customers, identifying and focusing on their needs
    • Commercial awareness
    • Works well under pressure
    • Able to work to job standards and process requirements and drive for quality
    • Ability to work individually with little supervision, but flag up issues promptly
    • Able to work to meet deadlines
    • Ability to pick up new technologies and products quickly
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