ROLE TITLE: Junior Support Engineer
REPORTING TO: Support Manager
LOCATION: Kuala Lumpur, Malaysia
ABOUT OPENET
Openet is a leading worldwide provider of Transactional Intelligence solutions that enable the world’s largest and most innovative service providers to extract maximum value from their networks by gaining greater visibility into and control over the activity on them. Our solutions are based on a common product platform, FusionWorks, which sets the industry standard for performance, scale and flexibility. A global company, Openet’s implementations include long-running engagements with the world’s leading service providers such as British Telecom, Orange, a&t, Verizon Wireless and Telstra.
The Technical Support Group is responsible for supporting client solutions which have been built on OPENET’s Mediation/Active Charge product set. The group will act as the Single Point of Contact (SPoC) for any technical issues which the Client encounters after initial deployment of the product. The Support group will work closely with most groups within the Engineering function including Professional Services, Core Product and Test to ensure that the Clients issue is handled to their satisfaction.
ROLE SUMMARY
The Support Engineer role will involve call handling, problem analysis, technical troubleshooting, development of fixes/workarounds, bug tracking, and assistance in the delivery of new product releases to Openet Clients. Support Engineers may also from time to time, be involved in the development of service enhancements to the Clients rule-sets.
Support Engineers will typically work flexible hours within a working day of 0800 to 21:00. There is also a requirement to be on-call on a rotational basis (Approximately 1 week in every 8. Laptop, mobile and dial in will be supplied)
PRINCIPAL RESPONSIBILITIES
Support
- Act as primary contact for product problems and queries
- Track all queries on the Openet Call Tracking System
- Problem Diagnosis including debugging of Core Dumps found on site, Problem Resolution (remotely or onsite as required)
- Liasing with Services Engineering and Product Engineering to identify fixes and workaround for Client issues
- Providing regular updates to clients on the status of any open issues and managing Client expectations in line with SLAs
- Escalation of technical issues within Openet as appropriate
- Communication and follow-up on Technical Issues with other Engineering Groups
- Involvement in Project Meetings for all new Clients, and completion of Support Handover Requirements Documents as and when required
- Providing on-call (rotational) support as agreed with Support Manager
- Familiarization with all Technical Support Policies and Procedures and adherence to same
General
- Attendance at Support Weekly Meetings
- Prepare articles for the internal Knowledge Base
- Prepare FAQ’s on common FusionWorks Support issues
ENTRY LEVEL REQUIREMENTS
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Essential |
Useful |
Knowledge |
- Scripting language such as TCL, DCL, Shell
- Software Development experience in a C/C++ or Java development environment
- Working knowledge of Unix/Oracle
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- Telecommunications network and technology understanding
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Experience |
- Customer Support Experience preferably in an e-rate environment.
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- Previous experience in a Telco environment
- Switch, router, network device experience
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QUALIFICATIONS
- Bachelors’ degree or equivalent qualification
How to apply:- Please send your CV to:
jobs@openet.com
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