Are you looking to start your career and would like to learn more about Intelligent Vision solutions, such as Unified Communications, Smart Meeting boards, VoIP? We're offering an oportunity for a full time job where you can learn that and more, alongside our experienced engineers.

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.

Responsibilities:

• Handling customer service requests from all Europe for our Enterprise Communications products (Video surveillance, PBXs, IP Phones, Integrated Communications Platform, Video Conference Systems) by providing customer support from the physical layer up to the application layer;
• Effectively utilizes moderate to complex lab setups to recreate and solve problems;
• Acts as a technical expert and provides support on a world-wide basis Interacts across TAC teams and development teams at peer level;
• Prepare monthly Knowledge Base cases based on his resolved service requests coming from customers;
• Take first corrective actions to isolate and neutralize reported incidents and if necessary escalate to next technical level support;
• Identify hardware faults and provided replacement based on root cause found;
• Work together with next technical level support and provide an effective solution within contractual SLA time;
• Use trouble ticketing system for tracking customer interactions, perform procedural actions on the ticket and fault analysis;
• Identify customers concerns and critical problems based on customer interaction, work together with next technical level support to solve identified problem in shortest time, in order to restore affected services.

Requirements:

• Fluency in English;
• Customer oriented (customer interaction by email and phone);
• Familiar or willing to learn VoIP, SIP, H323, RTP, TCP/IP;
• Windows Server, Linux Suse Server, VMWare concept installation, operation and maintenance;
• Nice to have basic knowledge of Oracle, SQL database, IP network and storage;
• Unified Communication concepts;