Customer Solution Engineer (VoIP) Barcelona

  • Barcelona
  • Hace 39 horas (Actualizada)
  • 0 inscritos

Jornada Completa - Contrato Indefinido - Retribución sin especificar - No se requiere experiencia

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Consolidated and Dynamic international company providing Telecom Service
Descripción de la oferta

Descripción de la oferta

Duración de la oferta: hasta el 27/02/2020


Supports the Technical Services and Support function.

A Customer engineer will be involved in a centralised technical support team based in Barcelona whose responsibility is focused on specific customer solutions. She / He will:
 * Own within the Solution Service Desk the hand-over of new customer solutions ensuring proper documentation and configuration in monitoring and CMDB systems is available.
 * Provide end to end support to specific customer solutions.
 * Proactively and effectively respond to escalations from Technical Lead Engineers to incidents or requests generated either by the configured system tools or directly from the customer.
 * Update the documentation regarding the specific customer solutions and will own it.
 * Provide detailed technical knowledge and appropriate procedures to resolve faults within SLA for the Service Desk Engineers.
 * Provides Support in change coordination for the specific customer solutions
 * Trains and mentors Technical Lead Engineers on the specific customer solutions he owns
 * Holds Regular meetings with Customers, Service Managers and BRMs to review service quality
 * Remotely Troubleshoot faults, Detect Problems, Treat customer technical Requests


 * A good understanding and proven troubleshooting experience in SIP trunking.
 * Proven working experience with some of the following vendors is needed: Sonus SBC and GSX/PSX
 * Knowledge on the following is considered as important: ISDN and SIP.
 * Previous experience within a Telco / IT Helpdesk environment is required.
 * Able to demonstrate a high level of capability from a second level perspective in VoIP.
 * Working experience with tracing tools like Wireshark, Tekelec or similar
 * Knowledge on the following is considered as important: ISDN and SIP.
 * Experience of working within a team environment, with full responsibility for fault resolution. Including taking ownership, coordinating with internal and external teams and managing through to a satisfactory conclusion.
 * Excellent phone and communication (written and oral) skills
 * Customer and service oriented
 * Committed to providing quality service & results, ready to make a positive difference
 * Proactive and stress resistant
 * Ability to quickly learn technical information
 * Ability to take decisions quickly and efficiently
 * Team Spirit
 * Must be able to speak & write fluent in English, German is a plus

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