Customer Services Engineer

Jobs Consulting > Acision > Customer Services Engineer (Linux/Unix)

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Acision je technologická IT společnost vyvíjející a supportující produkty pro mobilní messaging jako SMSC (SMS Centre), MMSC (MMS Centre), WAPová gateway nebo Converged Messaging produkty. Dále také produkty pro billing, business intelligence nebo inteligentní hlasové schránky. Je vedoucím lídrem svého oboru. Samotná společnost má přes 300 klientů (převážně mobilních operátorů) a tržby přesahující půl miliardy amerických dolarů. Napříč šesti kontinenty zaměstnává asi 1700 lidí. Reference a detaily společnosti Acision »

DETAIL POZICE

The Customer Services Engineer (also called Customer Services Engineer) is part of an operations engineering team, with cross product responsibility, managed by a team leader. The team forms part of global support organisation providing first class support to customers on a worldwide basis.

The Operations Support environment is dynamic in nature, bringing continual challenge within an ever changing environment. An operations engineer focuses on delivering highly complex technical solutions within a customer environment, requiring patience and tenacity during problem solving.

Acision products operate within mission critical revenue generating environments, where uptime, reliability and availability are of paramount importance. Typically the technologies employed are at the leading edge of the industry, providing customers with differentiating services to millions of end users.

Daily life of a Acision Customer Services Engineer primarily consists of providing customer support or undertaking on site deployment activities for Acision products. These systems are market leading products in the Wireless sector, including SMS, MMS, Mobile Internet, Videomail, Voicemail, and Mobile Payments solutions and are deployed in countries across the globe.

First Line Support:

  • Providing an initial response to customer incidents.
  • Performing initial remote investigation and analysis of the incident.
  • Responding to customer with initial investigation and resolution, if determinable at that time.
  • Determination of resolution or escalation of issue to Sustaining for Development investigation.
  • Pro-actively monitoring the outstanding incidents reported by the customers, taking into account the agreed upon service level agreements.
  • Implementation of issue resolution, either through system configuration or application software patches.
  • Writing technical articles/recommendations for documentation updates to share knowledge with peers.
  • Updating and closure of incidents within the work flow trouble ticket system.
  • Visiting customer sites to undertake incident resolution work and progress incidents requiring onsite investigation.
  • Documenting the incident within a customer facing resolution report.
  • Recommending documented solutions for inclusion within the global knowledge management system.
  • Report progress of escalated issues.
  • Providing root-cause analysis to customers.

Second Line Support:

  • Receiving unresolved/complex/escalated incidents from other regional offices of Acision.
  • Analyzing available debug information and determining best course of action to progress the investigation.
  • Recommending resolutions and/or escalating incidents to Sustaining function for Development investigation.
  • Documenting the incident within a customer facing resolution report.
  • Writing technical articles/recommendations for documentation updates to share knowledge with peers.
  • Initiate operational product improvements based on experiences with the systems deployed at Acision’s customers.
  • Signalling trends in incidents/bugs.

Salary conditions: salary range on demand

Standard: 5 týdnů dovolené, roční finanční bonus, placene prescasy, sick-days, stravenky a flexi passy, flexibilní pracovní doba, doplacení nemocenské do výše platu, příspěvky na sport, penzijní a životní pojištění, možnost bezúročného úvěru, odborná školení a certifikace, výuka jazyků, aj.

Místo výkonu pracovní pozice: Holandská 5, Brno, 639 00, Czech Republic - ukázat na mapě.


POŽADAVKY NA KANDIDÁTA

The successful candidates should be possessed of the following skills and experiences:

  • Experience in the computer or telecoms industry within a mission critical environment .
  • Former exposure to (wireless) telecommunication products and inter-working experience gained within customer environments would be a significant advantage.

Technical skills:

  • Professional Qualification in Engineering / Computer Science / Mathematics / Physics or equivalent.
  • An ITIL Service foundation certification would be welcome.
  • Because of international environment, fluent English (both verbal and written) is a must. Second languages (particularly Spanish, Portuguese, French, German or Russian) are desirable.
  • Minimum of 1 - 2 years experience with Unix or OpenVMS OS, formal certification would be welcome.
  • UNIX shell scripting skills.
  • Capable of troubleshooting and diagnosing enterprise server hardware.
  • Knowledge of configuring, troubleshooting and optimizing complex TCP/IP Networks, preferably formally certified.
  • Knowledge of configuring, troubleshooting and optimizing databases, formal certification would be welcome.

Extensive training in Acision products, technologies and processes will be provided.

Personal skills:

  • Willingness in working at shifts (24x5)
  • Strong analytical and problem solving skills.
  • Organised approach and ability to work with minimum supervision.
  • Ability to communicate technical information and concepts.
  • Capable of creating and building relationships with customers on peer and management level.
  • Ability to remain calm, focused and able to prioritize tasks when working within a high pressurised environment.
  • Proactive approach with a can-do and will-do attitude at all times.
  • Flexibility and high tolerance to travel internationally.

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