Open Position

Customer Support Engineer (NMS) (Jakarta, Indonesia)

Job Description

  • Primary point of contact with Ceragon Network Management Systems (NMS)
  • Perform NE Discoveries, alarms monitoring, performance analysis
  • Creation of NMS Documentation with reports, testing processes
  • Build Command Line Interface Script tools
  • Coordination and close working with services team to support on acceptance milestones related to any KPIs of NMS.
  • Provide telephone, e-mail, and remote software technical support to end customers, field engineers, and partners for the various components of Ceragon products.
  • Coordinate in-country with Ceragon regional design team to fulfill potential opportunities’ design requirement.
  • Develop and maintain detailed technical knowledge of the specifications and operation of Ceragon NMS.
  • Lead point of contact for customer support processes, escalations, and technical support communication with Channel Sales partners.
  • Analyze, organize and report the progress of on-going customer issues using Salesforce.
  • Interact with all levels of the customer organization from top management to operations level staff.
  • Test, organize and report the progress of on-going customer issues on a production environment.
  • Conduct Proof-of-Concept assigned by the Customer Support Head.

Job Requirements

  • Bachelor’s degree on Electronics, Communications Engineering, or Information Technology
  • At least 5 years’ experience in Telecommunications/IT industry (preferably NMS)
  • English speaking and good communication/presentation skills.
  • Good Troubleshooting/Isolation Skills.
  • Solid Knowledge in configuring servers including but not limited to: Windows, Solaris or Red Hat Linux platform.
  • Understanding with SNMP and Network Monitoring.
  • Experience in Network Operations Center.
  • Experience in Customer-Interfacing Functions (Technical Support).
  • Dynamic with proactive approach towards Case/Ticket Resolutions.