Work environment:
As a 4th level support Engineer you help supporting our customers with one of the most successful products in the IP router market today: the 7750 SR internet router for providers and carriers (and further evolutions). Currently 20% of the worldwide internet traffic is going through these routers. You will be part of the IP (Internet Protocol) division, working in a very talented team and in a technically challenging and stimulating environment.
With the ever expanding internet (50% bandwidth growth each year), the convergences of the fixed and the mobile world, the explosion of video related applications, the 4th generation of mobile communications, we are looking at growing our R&D team.
Goal:
Make sure any escalated customer issue is getting solved.
Your main responsibilities will include:
- Debug and resolve customer issues after they?ve been filtered by the 2nd and 3rd level support organizations.
- Interfaces to R&D, 3rd level support team, account teams, business units and customers for technical consultation and customer support concerns.
- Debug complex product installations, resolves complicated product problems by applying both established procedures and creative alternatives.
- Perform on-site product adaptations or enhancements to installed product.
- Maintain problem status and problem resolution records.
- Prepare reports on problems encountered and methods of resolution applied, ensuring overall system integrity and reliability.
- Generate release notes and update the Customer Service and Support Problem tracking database.
Your main challenges will be:
- be able to gain a lot of complex knowledge in a short time frame as you need to become an expert in a number internet areas and get a good overview of all functionality within an internet router,
- follow-up the evolutions in the internet world,
- Maintain awareness of new products and releases through regular updates with R&D, Product Management and QA.
- be in close contact with the hardware and software developers, the sales and pre-sales people and the support teams,
- be very creative in order to find work a rounds for customer issues
- work in an international environment.
Location (town and country):
Antwerp, Belgium
Mobility:
Occasional business trips are possible.
Contact for more information e-mail/phone:
Qualifications
Technical background and experience:
- Knowledge of IP routing protocols (OSPF, ISIS, BGP, PIM, IGMP and MPLS).
- Background in TCP/IP network testing and troubleshooting
- Scripting or programming skills (C, Tcl, Perl) in a Unix or Windows environment.
- Familiarity with one or more networking test tools (IXIA, Agilent, Spirent/Adtech, etc.)
- SONET/SDH/WDM knowledge and experience.
- Experience and interest in working in a customer support role and environment is preferred.
Social Skills:
- We are looking for people who are committed and determined, who will live up to the set goals, who can work autonomously but will not hesitate to contact a team-member for support and who are willing to share their knowledge. Therefore you need to be assertive and be able to cope with a high level of freedom.
- You need to be able to speak and write English.