Job description:
Responsibilities:
First priority: follow up specific maintenance contracts.
- Must be available (or identify proxy) during Belgium Business hours for customers under a Maintenance & Support contract to answer calls, and react to tickets (acknowledgement and action plan).
- Regularly synchronizes issue lists with Program Manager.
- Manages customer request through web-based ticketing system: guarantees completeness of filled-in info, agrees with customer on severity.
- Meet the response time linked to the severity and contract.
For customers under cover of a M&S contract, offers technical support regarding the customer's gateways and network environment to the Technical Sales Support Managers (TSSM) and customers in the test phase by tickets, phone, or on-site support.
- Answers questions.
- Provides additional information.
- Reproduces, analyses malfunctions and solve them. An as much as possible, autonomous analysis is requested. Access to and understanding of source code is important.
- Acts as a point of contact and issue owner for R&D when R&D involvement is mandatory (new build, specific expertise,...). Escalates when needed.
- Interacts with the documentation group to guarantee documentation quality
Gives training courses, presentations and demonstrations to TSSMs, presales staff and customers (fairs, training courses, workshops, etc.): (When a proxy for M&S is identified,)
- Is responsible for the technical and organizational preparation (provides educational materials, documents, creates attractive demos, ensures the appropriate connection of the technical equipment used).:
- Explains the product's use and application possibilities to an audience of customers, end users, etc.
- Answers relevant questions.
Acts as a technical knowledge centre between Business Management, customers and R&D:
- Is the point of contact for all sorts of technical problems (third-line support) and new applications regarding the operational gateways in the field.
- Offers technical support in several areas.
- Solves malfunctions.
- Answers different types of questions
Profile:
Education:
Master Computer Science/ Electronics/ Informatics or Engineer IT/ Electronics
Experience:
Relevant job experience is an asset / Overall experience about networks
Technical skills:
Mandatory:
- Networking: Experience in design of protocol layers with regard to Internet, TCP/IP, ATM, Ethernet, NAT, VLAN
- VoIP/ remote management / IPSec / IGMP
Nice to have:
- Linux / Windows
- Video, operator network implementations
Language:
Dutch, Fluent English is mandatory.
Key competences:
- You are a positive person.
- Personal commitment towards quality
- Solution and customer oriented
- Autonomous and result driven
- You have no problems with traveling
- You are very flexible
OUR OFFER:
We offer an interesting remuneration package with a lot of benefits like meal vouchers, hospitalization and group insurance, free ADSL connection, flexible hours together with career opportunities in a highly advanced technological and innovative environment.
CONTACT:
Thomson Telecom Belgium
HR Department
Prins Boudewijnlaan 47
2650 Edegem Belgium
+32 (0) 3 443 64 11
+32 (0) 3 433 64 39
edgm_recruitment@technicolor.com
www.technicolor-edegem.be