Tekelec (www.tekelec.com)
http://www.ChetanaS.org
(Freshers / Experienced) Technical Support Engineer (2426YN) @ Gurgaon
http://www.ChetanaS.org
Note: This is NOT a direct Walk-In. You need to apply only at given URL & Only shortlisted candidates will be called for test/interview.
Tekelec is looking for a Technical Services Engineer - responsible for providing technical support for Tekelec Eagle/Open Systems/EMS products.
Job Purpose
A Technical Services Engineer is the focal point and direct interface to the Customer providing effective communications, technical and product expertise, and escalation relative to expeditious resolution of customer's technical and service issues that can impact the image and revenue opportunities for Tekelec. A Technical Services Engineer promotes customer advocacy utilizing product and industry knowledge along with technical leadership in the areas of customer and Tekelec activities, translating issues and opportunities into Tekelec preparedness and proactive strategies producing a positive impact.
A Technical Services Engineer is responsible for providing technical support for Tekelec products. Technical support encompasses product troubleshooting for hardware, firmware and software and providing resolution to these issues in a timely manner. Technical support also includes providing consultation and user assistance to Tekelec's customers relating the product and its application within the user's network. A Technical Services Engineer may also develop and execute test cases for Tekelec's products and its applications to ensure quality within the product line throughout the product life cycle.
http://www.ChetanaS.org
Key Responsibilities of Position
• Be able to work in a team environment where multiple players contribute to problem resolution.
• First point of contact and direct interface to customers relative to technical issues requiring action for resolution.
• Interface between customer and Tekelec Desing Support / Engineering.
• Participate in Product reviews to ensure necessary support mechanisms are in place.
• With assistance; develop, test, and verify original software fixes for inclusion in the open stream
(where applicable).
• Provide solutions to technical problems concerning system design and operating performance.
• Test and verify software fixes from current stream provided by Engineering.
• Perform 24- hour emergency recovery and postmortem analysis for customer critical issues.
• Provide assistance in Network set-up and customer acceptance of initial installs and extensions.
• Provide on-site assistance in problem resolution and user assistance when necessary.
• Develop, prepares, and executes action plans designed for the resolution of critical service affecting issues.
• Readily assist subordinate personnel in the operation of the product as well as communication skills with the customer base and company organization.
• Provide support for installation activities for both on-site and remote assistance.
• Perform software, firmware and hardware field upgrades with minimal system downtime.
• Create technical bulletins relating to issues or information that is either not corrected and a work-around exists or is not officially documented in user's manuals.
• Continually improve all aspects of professional development.
http://www.ChetanaS.org
Minimum Competencies Required
• Experience: Minimum 0 to 0 years of Telecom Industry Experience. Prefer some Tekelec Product experience.
• Skills: Requires excellent problem solving and strong analytical skills. Advanced knowledge of Tekelec software languages and the use of debug tools. Good oral and written communications skills. Ability to function under pressure in critical situations.
• Education: BSEE, BSET, or BSCS ( MS preferred ) or equivalent, plus 0-3 years related experience.
Span of Responsibility
• Able to assume some aspects of the product line including:
- interfacing with system vendors
- interfacing with customer representatives at all levels
- interfacing with Tekelec management at all levels, updating them with specific technical information regarding customer issues.
• Assumes control over emergency situations and direct the customer toward a workable solution.
• Maintains knowledge of escalation procedures and utilize as required.
• Maintains a professional presence.
http://www.ChetanaS.org
Decision Making Authority
• Evaluates and analyzes problems. Has the authority to suggest corrective action in cases of deviation from established procedures that could impact the network operation of the customer or jeopardize schedules of Tekelec products.
• Has the authority to recognize and escalate issues that are detrimental to customers' operation and/or revenue generating capabilities.
• Represents Technical Services in determining if new product functionality is technically supportable before deployment to the field.
• Has the authority to reject Engineering solutions for design issues if solution provided is not in the best interest of the customer and/or Tekelec.
http://www.ChetanaS.org
Freedom to Act
• Works under moderate supervision. Work is periodically reviewed for soundness of technical judgment and overall accuracy. Develops own ideas and judgment of what is required in given situations. Failure to achieve results adversely affects customer service and creates a negative perception of the product. Exercises initiative and creativity in all aspects of the job function.
Competencies Required
http://www.ChetanaS.org
Organizational
• Ability to apply competent knowledge to resolve issues.
• Ability to receive and act on direction and leadership.
• Capable of working under pressure within established guidelines.
• Ability to effectively follow company guidelines and procedures (CSR, RMA etc. ).
• Demonstrate understanding of Local Exchange Carrier and Inter-Exchange Carrier operations and the Telephony industry in general.
People:
• Ability to effectively interface with outside organizations and customers.
• Ability to interface with colleagues, peers, or other internal contacts on general problems associated with specific issues.
http://www.ChetanaS.org
Technical:
• Demonstrate general use of many principles, theories, concepts, and techniques in the following areas:
- SS7 Protocol
- SS7 Wireless technology
- PCS Wireless technology
- SS7 Network interoperability and network provisioning
- Related Industry Standards and Specifications ( ITU, RFC, Bellcore, etc. )
- Various Telecommunication Protocols ( async, Ethernet, IMT, DS0A, DSCS, DS1, SIP,SIGTRAN etc. )
- STP knowledge
- Telecommunications operations and maintenance
- Operating Systems ( Windows, UNIX, Linux, etc. )
- Database knowledge ( Oracle, MySQL, etc. )
- IP network knowledge
- VoIP knowledge
- IMS knowledge
- Test equipment (protocol analyzers, break-out-box, logic analyzers)
http://www.ChetanaS.org
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How to Apply for this Job ?
http://www.ChetanaS.org
http://www.ChetanaS.org
Note: This is NOT a direct Walk-In. You need to apply only at given URL & Only shortlisted candidates will be called for test/interview. Apply before the link is expired/removed.
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