Responsibilities

• Service Delivery assigned to GENEW Technologies Inc.
• Provide remote support and when necessary On-site technical support for GENEW Customers escalation.
• Establish and maintain key contacts with partinent Product Management/ R&D groups, Support Center(NE group) to facilitate the flow of technical information.
• Deliver full suite of GENEW Professional Services offerings such as, Deployment, network Optimization, Installation supervision etc.
• Provide current customers and prospective customers with a clear understanding of their hardware, software, installation, and professional services support options throughout the pre- and post-sales cycle ( work with the local sales Engineer).
• Must be able to provide customer communication interface and politics such that all issues communicated place GENEW in the best possible light. This may include managing this information with a competing vendor directly involved.
• Must be able to provide pro- active engagement of technical design reviews or support to ensure all requirements and requirements resources are defined for support of the customer network implementation.
• Must be able to provide internal management and sales team of regular status reports for severity 1/2 problems in writing.
• Responsible for implementation of software upgrade/patch and testing support as needed.
• Provide input to the Technical services Manager or Project Manager on what tools are needed to support the technology/product you service in your area(i.e. lab equipment, test equipment).

Qualifications:

• Graduate of electronics/Electronics and Communications Engineering
• UNIX/LINUX, Windows and VoIP knowledge
• Experience in IMS based Core Network, UCaaS or VoIP Applications in Telco Cloud Platform.

Experience/ Knowledge needed:

• Atleast five years of experience in a support services environment.
• Knowledge of operational and procedural aspects of core network system, hardware, software and peripheral equipment.
• Knowledge in various protocols used in VoIP Application and able to capture and analyze call or signalling trace.
• Experience in core network equipment installation, configuration, maintenance and troubleshooting.
• Knowledge in oracle database administrator and it's corresponding applications such as replication and performance tuning is preferred.

Language:

• Proficiency in written and spoken English( Chinese knowledge is optional).