Huawei is a leading global provider of information and communications technology (ICT) infrastructure and services. With integrated solutions across four key domains – telecom networks, IT, smart devices, and cloud services – we are committed to bringing digital to every person, home and organization for a fully connected, intelligent world.
Our Technical Assistance Center provides second/third level technical support on a 24/7 worldwide via phone, email, web and remote access to Huawei Enterprise & Carrier customers, partners, account teams, through independent troubleshooting & debugging.
Why chose us? Compared to similar roles, the services we provide to our customers are not project based. We offer vendor-level support, which means that our teams there is a permanent need to support Huawei product lines for all customers worldwide.
Along with the opportunity to grow and expand your technical knowledge, with access to products in a laboratory environment, you will also have the chance to take internationally acclaimed certifications on various product lines.
Job Responsibilities:
- Network surveillance, 1st Level restoration and preventive maintenance;
- Work utilizing pre-prepared Instruction, Script commands, etc.; handle 80% of upcoming issues and 20% escalate to Back Office
- Ticket record and solve standard problems;
- Interaction with other technicians, customer technical staff and other groups within Service Delivery organization
- Responsible for creating Trouble Tickets (TT) and work orders (WO) for network and service functionality and to escalate within the department / group as well as to the Back Office units / 3rdParty / supplier partner functions so that service layer may be maintained at specified level
- Report on relevant KPI’s in relationship to agreed levels.
- The engineer will be the responsible team member, working in a shift 24x7.