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:
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.

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