Technical Support Engineer (6-10 yrs)

MAJOR RESPONSIBILITIES :

- Serve as the primary support contact and a technical support liaison to specified customers and monitor their email team-lists and new Support Service requests.

- Maintain information of allocated customers including contact points, deployment data, remote access method(s) and other information requested by management.

- Maintain administration of the allocated cases/tickets ensuring that case detail and status is accurate and up-to-date at all times.

- Where necessary, escalate the issues to other team members and manager or to other teams in accordance with relevant procedures.

- Serve as a technical expert within the team and assist and guide engineers in the execution of their duties and problem resolution.

- Install, Deploy and Test company`s software.

- May travel to customer sites to perform project or support work.

- Log issues (when a software bug is discovered) in the bug tracking system, reproduce the bug and provide all reasonable data, including the instructions on how the bug is reproduced, to the Product Group to assist them in resolving the issue.

- Create knowledge base documentation for all resolved issues.

- May serve as a technical support liaison and the primary support contact to specified partners.

- Work toward certification in one or more relevant non-company technology.

- Write tools and scripts to assist in trouble-shooting and support activities.

- Technically engage in and often lead the technical resolution of crisis management situations as requested by their manager and/or the Crisis Management team.

- Participate in an on-call rotation by being available by pager 12 hours per day, 7 days per week, including public holidays.

- Respond to pager alerts immediately and be no more than 15 minutes away from being able to actively engage, log any technical support issues raised in the call tracking system and begin resolution.

- Install, configure and test new patches and services on laboratory, pre-production and production environments creating all the needed documentation including the cutovers and traffic migrations at customer site.

- Participate in new Service Line rollouts and the implementation/deployment of new Mobility products

- Flexibility to work UK/US hours and on weekend.

REQUIRED KNOWLEDGE, SKILLS, AND EXPERIENCE :

- Preferable Telkom Support Domain experience. A Product Support experience is +.

- A scientific degree with at least 4-10 years of experience in the technical support arena in a software and/or Telco environment.

- Preferably in a multi-national company dealing with customers and colleagues around the world.

- Strong practical Unix/Linux operations, administration and troubleshooting skills.

- TCP/IP and knowledge of networking. UNIX scripting and maintaining Databases.

- Very good debugging in packet/network captures through wireshark, tcpdump, tshark etc

- Linux System Administration or DevOps experience with an emphasis on system and application Support, Deployment & automation

- Deep networking experience from OSI layer 2 to layer 7+ (TCP/UDP/IP, HTTP, HTTPS, load balancers, firewalls, routers, switches)

- Experience with SQL, LDAP or RDBMS

- Good Understanding around Monitoring & Reporting tools - Grafana, Kibana, Pentaho, Splunk, Nagios etc etc

- Public/Private Clouds & Virtualization (AWS, Openstack, VMWare)

- Understanding of CI/CD, Kubernetes, Ansible, Genkins and Dev-Ops concepts.

- Proven skills in writing scripts (Shell, Perl, Python) to automate routine tasks or issue troubleshooting techniques and debugging skills to understanding existing one too.

- Proven technical expertise in Mobility, Internet and/or mobile technologies with strong problem solving skills and demonstrated ability to articulate and present technical solutions to address business problems.

- Strong interpersonal and communication skills, both written and verbal with the ability to develop and maintain strong working relationships at all levels both with the customer and internally.

- Demonstrated ability to work under pressure and manage critical situations and to influence without direct authority.

- Being politically astute with an understanding of commercial impact and principals.

- Being operationally driven with proven experience in a results-driven environment.

- Being customer focused and self-motivated and with strong teamwork skills and a flexible approach.