Alcatel Lucent Technical Support Engineers- Networking
Job Role: Technical Support Engineer
Qualification: Engineering/ Technology Graduates
Skills: Firewalls, networking, CCNA/ CCNP Preferred,
Job Type: Regular Full Time
Job Responsibility: Create and maintain relationships, troubleshoot, diagnose and perform issues
Job Locations: Multiple Throughout the World
Experience: Freshers/ Experienced
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Job Description
Technical Support Engineer – IP/Network Security-13000003CC
Description
Within EMEA Service Assurance, Technical Support Operations Fixed Access & IP, we are looking to enforce the team with a Technical Support Engineer – IP/Network Security
Located
within the TSO Fixed Access & IP Backend in Bydgoszcz, Poland, the
Technical Support Engineer is providing maintenance services, including
but not limited to remote and on-site level 2 operations and maintenance
support for complex networks including end-to-end multi-vendor,
ensuring customer Service Level Agreements (SLAs) are achieved.
Key Tasks and Responsibilities
- Create and maintain customer relationships on a day-to-day basis. Maintain high level of customer satisfaction by providing services fully compliant with the SLA.
- Troubleshoot, diagnose, and suggest/perform corrective or preventative maintenance actions on problems reported by customers. Escalate to subsequent support level as needed. Use and provide appropriate CARES and outage documentation, contribute to/review upgrade guides and other procedural documentation.
- Act as “Outage Manager” by identifying the impact of the outage and changes made to the customer network. Ensure outage situations are documented per guidelines to meet contractual root cause analysis obligations.
- Provide pragmatic and effective recovery. Manage and communicate the related risks.
- Provide appropriate follow-up to customers.
- Supply input to and use the knowledge management tools. Proactively share knowledge. Ensure every trouble identified is adequately documented for tracking purposes and learning opportunities.
- Identify and collaborate with knowledgeable internal resources to understand and resolve technical issues.
- Interface with product business division (level 3/TEC Technical Expertise Center), respectively OEM support centers.
- Participate in an Emergency Support Rotation covering 24x7 network outage and service degradation restoration (OnCall Rotation).
- Participate in project teams to introduce new platforms and customers into operations. Review technical specifications, create operational concepts and run operational acceptance tests.
Qualifications
- Advanced technical college / University of applied science in telecommunication, networking with focus on security (LAN/WAN/Security)
- Hands-on experience in the following areas: Firewalls (at least one of the following : Junos / Juniper Netscreen; Checkpoint, Fortinet), reverse proxy BlueCoat, F5 load balancers, IDS/IPS, DDOS-Prevention, Penetration Testing, Vulnerability Management
- Know how in the following protocols and technologies: IP, TCP/UDP, IPsec, VPN
- Relevant experience in networking and network security in an ISP environment
- Experience in project management
- CCNA, CCNP, JNCIA, (or equivalent) qualification
- Good team player, flexibility of integration in a dynamic team
- Customer oriented way of working
- Analytical mind with good problem solving skills and able to work independently
- Good communications and documentation skills
- Language Requirements: English (fluent in written and spoken)
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