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:

[email protected]

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.