Customer Support Engineer urgently needed: APPLY NOW
Centurion, Gauteng 0157
Services/Deliverable: The Consultant shall provide certain Customer Support/Engineering Services/deliverable to the Company in accordance and subject to the conditions of this Agreement and as described below in this section (“Services”):
Major responsibilities:
To ensure maximum possible service availability and performance of Ceragon nodes installed on the customer network.
To support and provision network services on Ceragon Network Elements on the customer network. Support Ceragon Engineers and Subcontractors in the field to ensure speedy integrating of Ceragon Network elements to the NetMaster.
To provide High level / Tier 3 support services for the customer, engineering and other technical teams. Use his /her their initiative to tackle a broad range of technical problems.
Manages and supervise workflows and plans required in handling customer complaints, alarms and KPI’s degradation signaled by customer Ceragon or QoS departments, and coordinate the request from customer support team in handling support cases, fault analysis, solutions, and suggestions
Work closely with Ceragon Global Support Center and ensure all raised tickets are properly followed up and resolved to customer satisfactions
Provide daily, weekly and monthly report or as required by Ceragon and Customer on Network performance or other related issues.
Prepare and attend CTO and Network Operation meetings with customer
Represent Ceragon in a transparent and professional manner
Report directly to the Project and service Manager
Other Duties and Responsibilities:
NOC Support & Health Check
Evaluate all Ceragon links to determine any performance issues. Conduct in-depth analysis of any current issues and make recommendation. Capacity evaluation – ADMs, DXC and Network Synchronizations. Inputs for Network operations, planning and redesign.
Perform Health check service that will improve the customer’s network administration. The following services will be provided:
NMS Configuration verification
Element connectivity to NMS
HW and SW Inventory check
Link Performance check
Software patches & downloads.
Remote network monitoring.
Alarm configuration and tuning.
Network Operation
Fault, capacity, and traffic Management. Faulty analysis and resolutions, NOC operations – advance tracking of events and issues on the network. This function will include the following: Analyze the existing Access /Aggregation /Backbones designs to determine any gaps or design improvements.
Verify that the Access /Aggregation /Backbones Ceragon links were implemented according to design. Determine any gaps between design and implementation.
Analyze the Operations and Maintenance (Performance) of these Access/aggregation/Backbones networks.
Network Maintenance (Tier 1/2)
Resolve or correct any implementation and performance gaps. Setup, customer backup and other customer network services. NetMaster Server build and installs, Network upgrades, Network equipment build and installation.
#LI-POST
Requirements:
Proven and specific skills in microwave radio transmission engineering, IP and network topology design and implementation.
Strong process orientation; well-structured and well organized, ability to manage multiple tasks.
Ability to manage time and resources effectively, meet deadlines and execute on strategic objectives.
Excellent verbal and written communication skills, including the ability to communicate both internally with the company and externally with customers
Self-motivated, high integrity, professionalism, and with the ability to work well with others and eager to be successful, resourceful problem-solve
Ability to manage time and resources effectively, meet deadlines and execute on strategic objectives
Excellent verbal and written communication skills, including the ability to communicate both internally with the company and externally with customers
Organization:
Customer Support (Africa)
Apply Now
Source: Indeed
