Mavenir is building the future of networks and pioneering advanced technology, focusing on the vision of a single, software-based automated network that runs on any cloud. As the industry's only end-to-end, cloud-native network software provider, Mavenir is transforming the way the world connects, accelerating software network transformation for 250+ Communications Service Providers in over 120 countries, which serve more than 50% of the world’s subscribers.
Role Summary
Specializes in providing assistance to field engineers, technicians, and product support in diagnosing, troubleshooting, repairing and debugging complex systems (e.g., electro/mechanical equipment, computer, complex software, or networked and wireless systems).
Key Responsibilities
- Raising tickets on behalf of customers
- Handle communication with customers in cases of emergencies
- Handle communication with internal stake holders for handling emergencies
- Monitor of customer sites based on the inputs received from Operations team members
- Communicating with customers to establish details of problems/requirements
- Working with other teams in the company to resolve technical problems
- Updating the call tracking system, providing status updates and action plans, providing customer resolution reports for issues
- TAC is a 24/7 service. There will be 3 shifts including a night shift. The engineer will be required to work in shifts as allocated by the shift leads
Job Requirements
- Methodical problem-solving skills
- Good verbal and written communication skills, both face to face and remotely with people for whom English is not their first language
- Able to assimilate technical information quickly and apply it to a given situation
- Able to work to job standards and process requirements and drive for quality
- Ability to work individually with little supervision, but flag up issues promptly
- Pays attention to detail and owns issues to completion
- Shows initiative and is able to make appropriate decisions
- Commitment to achieve the required goals
- Can produce thorough and accurate technical documentation
- Adaptable and flexible – a “can do” attitude
- Team worker
- Able to build relationships with customers, identifying and focussing on their needs
- A good awareness of other cultures
- Works well under pressure
- Self-motivated
Demonstrates a professional manner
Accessibility
Mavenir is committed to working with and providing reasonable accommodation to individuals with physical and mental disabilities. If you require any assistance, please state in your application or contact your recruiter.
Mavenir is an Equal Employment Opportunity (EEO) employer and welcomes qualified applicants from around the world, regardless of their ethnicity, gender, religion, nationality, age, disability, or other legally protected status.
