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104-02179

Level 2 Support Engineer (Care, Cash and Stock Management)

Requirements:

Job purpose:

L2 Support (2nd line support engineer) function as part of Managed Services team on vendor side should perform 2nd level of analysis and troubleshooting of trouble tickets (TT), escalated either from either SD (Service Desk) or L1 (1st level monitoring team) for Qvantel Care Management and Case and Stock Management

Duties and responsibilities:

  • L2 (2nd line support engineer) function is intended to act as a Single Point of Contact ("SPOC") to SD (Service Desk) or L1 (1st level monitoring team) to handle trouble tickets for problems reported by Telecom Operator’s customers on DBSS 0.6 solution components.
  • The candidate should also have Operator’s possess (ITIL, eTOM) knowledge and hands on experience as technical support engineer.
  • Know and follow ITIL Service Operation processes: Event Management, Access Management, Request Fulfillment, Problem Management, Incident Management.
  • Perform second level of analysis and troubleshooting, escalate unresolved problems to Level 3 (R&D), track progress of trouble tickets (TT) resolution and ensure restoration and resolution within SLA.
  • Resource is required to complete end to end view of BSS operations as following
  •  Manage the Qvantel CSR Toolbox consisting of a suite of applications which are integrated to both Qvantel services/APIs and external systems to provide a 360-degree view of the customer.
  • Manage the toolbox that allows users to view and update customer information, customer's products/services along with history, billing details (including history of payments, adjustments, and collection), credit history, order details, sales management, and such.
  • Manage CSR Toolbox enables actions and processes that manage and support customer contract and link to external case management system
  • Manage the availability of the customer data for the CSR Tool box
  • Manage the customer management module of the Qvantel BSS stack
  • Ensure the availability of the logical inventory in the Qvantel stack through the integration of the Enhancesys Stock Management system
  • Manage the implemented Enhancesys Cash Management Module and its integration with Qvantel for enabling with feature for customers to partly payment with cash or bonus points etc
  • Delivery as per ITIL principles
  • Resolution of all issues as per obligated SLA (Service level Agreement) concept
  • Perfect troubleshooting and analytical skills, ability to “get things done”
  • Delivering Results & Meeting Customer Expectations
  • Following Instructions & Procedures
  • High level of communication is a must
  • Knowledge sharing & Collaboration Skills
  • Scripting knowledge required
  • Linux skills, scripting
  • Calm, responsible, initiative, self-organized, eager to learn
  • Good written and oral English (upper intermediate)
  • Lead and guide the team during emergencies and network outages.

Skills:

  • 5-7 years’ experience as Level 2 Support for BSS Managed Services
  •  Experience with web services (SOAP, REST), Linux, DBA

Education:

University degree in Electrical/Electronic Engineering, Telecommunications, Computer Science or equivalent experience in a related discipline 

Working Hours: Shifts

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