Remote Support Senior Engineer

Employment Type:
Full Time
IT Jobs
Job Role:
Testing Jobs
Tamil Nadu
Mobile Jobs
Job Ref:

Objective / Mission
- To maximize service availability and performance levels of the Video products and services in customer networks
by the provision of efficient, high quality network management and first level support.
- 24 x 7 Cover - participating in a shift rotation
- Network Management – monitoring, configuration and maintenance of customer systems/networks
- Technical Support – troubleshooting and resolving customer issues, and providing general assistance and advice
- Incident/Problem Management – tracking issues via CARES trouble tickets, keeping all parties updated with
progress, and ownership of faults through to resolution, and ensuring that all customer SLAs are adhered to
- Escalation – raising issues to both internal 2nd-level TAC teams and external suppliers as required
- Supplier Management – ensuring that suppliers are providing adequate support and adhering to their SLAs, and
escalating as appropriate if not
- Proactive Management – undertaking analysis of system activity/performance to spot potential problems and
either take action or escalate as appropriate
- Continuous Improvement – keeping up-to-date with new product information and process changes, and
contributing to knowledge base and tools via development of new/updated documentation or software
- Documentation – Generate clear and concise documentation in the form of configuration records, Standard
Operating Procedures, case notes, technical tips, etc.
- Following Alcatel-Lucent global service assurance best practice and tools
- Communication – be the first interface towards customer including professional communication

Essential Skills
- Strong knowledge/understanding of Linux systems administration; proficient in use of command line interface and
basic scripting (shell, Perl, etc.)
- Strong knowledge/understanding of enterprise-class IP infrastructure (routers, switches, load-balancers, firewalls)
and concepts (routing, NAT, VPN)
- Strong knowledge/understanding of internet protocols and standards (e.g. IP, TCP, UDP, HTTP, DNS)
- Proficient in network connectivity troubleshooting, Operations and Hardware
- Possess level 1 troubleshooting experience on complex IT or telecommunication systems
- Demonstrable ability to apply the above knowledge in practical situations
- Excellent analytical and problem-solving skills
- Excellent written and verbal communication skills
- Proven ability to communicate technical situations and explanations to customers in English, including being
confident and assertive when necessary
- Possess neutral accent
- Questioning skills / probing skills, as relevant to the issue and level of the customer contact
- Practical mindset, thorough and accurate attention to detail, sees things through to completion
- Ability to collaborate within team, with other colleagues, and with customers
- Ability to prioritize tasks/projects based on customer and business commitments and requirements

Desirable Skills
- Experience of Internet media (particularly video) delivery
- Understanding of IP Video terminology, protocols and standards (e.g. HAS, ABR, RTSP)
- Experience of managing/supporting high-availability and/or distributed systems
- Experience of an Operations environment (particularly ISP or datacentre)
- Advanced scripting/programming skills; ability to author/maintain command line and/or browser-based tools and
- Working knowledge of peer-to-peer protocols/appli

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