About this role

Respond to and Resolve the Incident and Problem tickets within the end-to-end service levels
Provide a workaround to minimize the impact of defects to the end-user
Engage Partners in a professional and friendly manner
Ensure tickets contain all necessary details throughout its lifecycle
Troubleshooting of complex customer issues
Confirm fixes for customer issues in the lab
Have the flexibility to analyze incidents progressed out of hours (24/7 callout for Critical escalations)
Visit Customer Sites both nationally and internationally if required

at least 4 years of professional experience in a Software/Quality/Support Engineering position preferably within the telecommunications domain
University degree in Software Engineering/Computer Science or similar discipline
Knowledge of IP, VoIP, Networking, Virtualization, Linux and Microsoft Windows Server
Knowledge of the full application development life cycle and agile methodologies
Excellent Customer Service skills
Strong analytical troubleshooting skills, follow-through and problem-solving skills, attention to detail, and communication skills, both verbal and written.
Fluency in English

Technical Support Engineer

Key skills