IP Network Product Support Engineer (IP PSE)

Summary:

Huawei Enterprise Business Group is glad to welcome you, a senior engineer, to join our team of Customer Support Engineers for the Network product line.

            You have the chance to join a team of enthusiastic people who want to build a strong connected, well instructed and customer focused team that will handle customer service requests from all Europe for our Network products (Routers, Switches, Firewalls & Security Gateways, WLAN devices and more).

            The team provides second/third level technical support on a worldwide basis 24X7X365 via phone, email, web and remote access to Huawei customers, partners, account teams, and other TAC engineers via independently troubleshoot & debug product problems.

            The Technical Assistance Center team is made up of highly-responsive and self-driven technology enthusiasts who love what they do: Enabling Customers by enabling Huawei Technologies!

Responsibilities:

• Handling customer service requests from all Europe for our Datacom and Secospace products (Routers, Switches, Firewalls & Security Gateways, WLAN devices and more);
• Assist CSE（Customer Service Engineer） to isolate and neutralize reported incidents and if necessary escalate to next technical level support;
• Troubleshoot hardware or software problems, identify root cause and provide an effective solution within contractual SLA time;
• Performing network upgrades/ updates in accordance with the Change Management process;
• Provide detailed information on how to set up, configure or upgrade IP products and their features;
• Use trouble ticketing system for tracking customer interactions and fault analysis;
• Identify customers concerns and critical problems based on customer interaction.

Requirements:

• Familiar with TCP/IP & OSI protocol stack;
• Knowledge of routing protocols (OSPF, BGP, IS-IS);
• Knowledge of switching technologies and protocols (Vlans, STP);
• Knowledge of security features and protocols (IPSec, NAT, Radius/Tacacs, Dot1x);
• Knowledge of network monitoring applications and protocols (SNMP, NMS);
• Strong troubleshooting skills (able to analyze debug outputs and packet captures);
• More than 3 year work experience in system integration or telecommunication will have priority;
• Any of the following languages is considered an advantage: French, Spanish, Italian, German, Polish, Turkish.

Offer:

• Motivational salary package and annual performance bonus;
• Gym discounts;
• Private Medical Insurance discounts;
• Paid 4 hours leave per month;
• Flexible work schedule;
• Opportunity to work on shifts;
• Weekly fruit day;
• Opportunity to get certifications (HCNA, HCNP, HCIE) on Huawei products;
• Life time learning environment and tools;
• Hands-on experience and lab testing;
• Great amount of Product Documentation;
• Access to a unified Knowledge Base where you can find technical cases encountered by all our engineers around the world;
• Opportunity to contribute to the Knowledge base and be part of a growing Huawei Engineers community;
• Opportunity to go abroad on business trips to customer site and offer onsite support (after gaining some relevant working experience with Huawei products).