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Customer Support Engineer
at ADS-CVS in Makati City (Published at Sep 22 2008)
Responsibilities: · Assume ownership of all customer support incidents that are assigned to you.· For support incidents assigned to you: Respond to customers, develop Workarounds where appropriate, and Resolve the incidents within the timeframes specified in the SLA.· Co-operate with other internal parties to obtain or provide additional levels of support in order to Workaround or Resolve customer incidents within the SLA.· When needed, produce reports to customers detailing the history, progress and resolution of specific support incidents.· When required, coordinate with external organizations to provide support for third party software or hardware installed at customer sites.· When required, perform additional duties such as 24x7 remote standby, proactive system monitoring, or on-site customer support Requirements: · Candidate must possess Bachelor’s / College Degree in Engineering (Computer / Telecommunication), Computer Science / Information Technology or equivalent.· Possess sound knowledge on Linux, Solaris, and Tru64 UNIX Systems and Applications.· Red Hat certification and Cisco certification or equivalent experience will be a strong advantage.· Possess sound knowledge on WAP, MMS, MMSC, SMSC and Internet protocols. · Knowledge in messaging protocols like SOAP, SMPP or UCP would be an added advantage.· Experience in telecom VAS environment is a plus. · Possess sound knowledge on LAN/WAN networking: TCP, IP routing, IP-VPN etc. · Experienced in network equipment, like Cisco routers, load balancers, switches, firewalls, and RAS. · Possess sound knowledge on internet mail and web protocols SMTP, HTTP, IMAP, POP, LDAP. · Good troubleshooting skills to debug and analyze on applications and systems.· 2 to 3 years of working experience.