يبحث فرع Protei MENA عن مهندس دعم فني مبتدئ في عمان ، الأردن

7 فبراير، 2022

0 112 2 دقائق

Protei MENA branch is looking for a Junior Technical Support Engineer in Amman, Jordan. If you are interested, please send your CV with the job title in the subject to: hr@protei.me

Job Summary

Responsible for the deployment and configuration of PROTEI platforms at the customers’ site, and providing technical support and on-site training to customers.

The position may require travelling abroad to customer’s site when needed.

Job Responsibilities

Act as the first point of contact with the customer and take ownership of customer reported issues and see problems through to resolution
Research, diagnose, troubleshoot and identify solutions to resolve customer issues
Follow standard procedures for proper escalation of unresolved issues to the Senior Technical Support or Team Leader.
Ensure proper recording and closure of all issues
Document knowledge in the form of knowledge base tech notes and articles
Follow the SLA for issues with respect to the severity
Deploy and configure PROTEI platforms inside and outside Jordan.
Gather needed information (logs and CDRs) on reported issues and perform detailed case analysis.
Breakout the reported case into manageable parts to improve the understanding of the exact issue.
Rapidly respond to customers with case status, corrective actions, and time of implementation.
Provide the customer with known bugs, workarounds, and resolutions.
Create final Handover Document after every deployment (As Built Document).
Implement ATP on-site after each installation.
Provide on-site or remote product training to customers.
Follow up on the implemented platforms and/or fixes until there are no pending issues.
Refer to internal database or external resources to provide accurate tech solutions
Ability to provide step-by-step technical help, both written and verbal

Required Experience and Qualifications:

Bachelor degree in engineering or any related field
Knowledge of Linux Operating System
knowledge of Oracle, MySQL, SIP, and Networking (TCP/IP, SNMP, NTP, SMTP, DNS, etc.).
Basic knowledge of hardware installation and rack assembly
Troubleshooting skills
Problem solving ability, creativity to "think-outside-the-box".
Business and technical writing skills
Presentation skills
Excellent verbal and written communication skills in both Arabic and English, ability to communicate information’s in a clear and correct manner to both business and technical audiences
Ability to act professionally under stress
Good with Microsoft Office Applications (Word, PowerPoint, Excel and Outlook)
knowledge of Windows Operating System is a plus
1-2 years of experience in telecom technical support field is a plus
Knowledge of Telecom domain and Telco’s protocol’s (Diameter, SS7, SMPP, CAP, INAP etc.) is a plus.