Carrier Network Operator Support Engineer(Customer Support Engineer) onsite

This role involves coordinating with carrier operators to ensure high-quality network maintenance services, improve customer satisfaction, and ensure stable network operations.

Key Responsibilities include but are not limited to:

• Communicate with carrier operator about maintenance items, arrange plans, and be familiar with internal services such as risk clearance, warning and rectification, and problem handling.
• Ensure the delivery of high-quality maintenance service to improve customers' satisfaction and ensure stable operation of customer networks.
• To ensure optimal operations of carrier operator’s network solutions by applying the necessary processes and controls for availability, safety and stability.
• Be the point of contact and take leading responsibility for network service customer satisfaction.
• Plan and coordinate the delivery of network maintenance service activities in accordance with negotiated contract terms. Ensure compliance of Change Control processes associated with operations in carrier operator's networks;
• Facilitate growth of service sales by providing invaluable support and service value information to the sales team during the course of normal daily activities.
• Act as the first owner of network safety and stability. Be the point of contact for issues concerning carrier operator  satisfaction of maintenance service.
• Work collaboratively with customer to resolve all risks and current issues in customer networks. Plans and schedule preventative maintenance activities with carrier operator's operations teams.

Job Requirements:

1. an up-to-date knowledge and understanding of telecommunication industry needs, as well as the technical demands;

2. ability to recognize the importance of customer focus and/or of serving the needs of the end user;

3. Working knowledge of Optical Transmission, Data Communications, Fixed Network Access, Wireless solutions and devices.  Troubleshooting experience in these technologies is desired;

4. Organizational skills, ability to prioritize workload and work as part of a team;

Education & Competences :

1. Completion of Tertiary education degree: Bachelor’s Degree or above in communication engineering, electrical engineering, computer field or related fields;

2. Qualification in Cisco Networking Academy programme is preferred;

3. Fluent in speaking, writing in English;

4. Excellent team spirit with good communications and interpersonal skills, having the service consciousness;

5. Skill to take on a variety of tasks and pay attention to detail;

6. Analytical and problem-solving ability;

7. Ability to multi-task and perform under pressure;