jobs Senior Technical Support Engineer - Globitel
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description :jobs Senior Technical Support Engineer - Globitel
Job summary
Attend to support cases reported by customer, and to assist Technical Support members is solving advanced cases. Hold product implementation and training.
Job Responsibilities
- Communicate with presales department, and accept site structure.
- Lead, communicate and manage on site engineers. Communicate with PM for project related issues (PIP, deliverables, acceptance, project closure)
- Conduct meetings site inspection, create SRD, and communicate it with customer and PM.
- Create final Site Map (Site Configuration Document) Handover document.
- Install and activate Globitel Customer Care Products inside and outside Jordan.
- Implement ATP on site after each installation.
- Provide on-site product training to customers.
- Contact the product specialist for any problem, inquiry, fix or update needed on each implementation.
- Implement major Updates / Fixes that require on-site involvement.
- Follow up on the implementation site until all issues are resolved.
- Maintain a high degree of customer service for all support queries and adhere to all service management principles.
- Responsible for product installation and configuration testing to assure better implementation and product knowledge
- Responsible for creating installation procedure per product
- Technical reference to support team when it comes to product installations, troubleshooting and features
- Responsible for conducting internal product trainings
- Follow up with development when developing product updates and fixed
- Responsible of implementing major updates and fixes via VPN or by coordinating with an Implementation team member
- Responsible for approving every site map document submitted by implementation
- Prepare product OMC check list
- Prepare products training plan and material
- Participate in the design phase and technical meeting when developing a new product
- Conduct internal product technical training
- Maintain Globitel Testing Lab
Job Details
| Posted Date: | 2021-11-08 |
| Job Location: | Riyadh, Saudi Arabia |
| Job Role: | Information Technology |
| Company Industry: | Telecommunications |
Preferred Candidate
| Career Level: | Mid Career |
| Nationality: | Saudi Arabia |
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