TAC Transmissions Engineer

Huawei is a leading global provider of information and communications technology (ICT) infrastructure and services.

With integrated solutions across four key domains – telecom networks, IT, smart devices, and cloud services – we are committed to bringing digital to every person, home and organization for a fully connected, intelligent world.

Our Technical Assistance Center provides second/third level technical support on a 24/7 worldwide via phone, email, web and remote access to Huawei Enterprise & Carrier customers, partners, account teams, through independent troubleshooting & debugging.

Why chose us? Compared to similar roles, the services we provide to our customers are not project based.

We offer vendor-level support, which means that our teams there is a permanent need to support Huawei product lines for all customers worldwide.

Along with the opportunity to grow and expand your technical knowledge, with access to products in a laboratory environment, you will also have the chance to take internationally acclaimed certifications on various product lines.

Responsibilities:
Handling customer service requests from all Europe for our Enterprise Transmission products - OptiX OSN Series;
Applies analytical skills and technical knowledge to solve product and network issues of moderate to high complexity;

Take first corrective actions to isolate and neutralize reported incidents and if necessary escalate to next technical level support;

Provide detailed information on how to set up, configure Transmission products and basic troubleshooting based on available technical documentation database.

Recommend proper firmware and patch in accordance with latest bulletin. Identify hardware faults and provided replacement based on root cause found.
Work together with next technical level support and provide an effective solution within contractual SLA time;
Use trouble ticketing system for tracking customer interactions, perform procedural actions on the ticket and fault analysis;

Identify customers concerns and critical problems based on customer interaction, work together with next technical level support to solve identified problem in shortest time, in order to restore affected service.

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Requirements:

Soft skills:
Good communication skills (phone and email);
Good verbal and written English skills;
Customer oriented;

Technical skills:
Familiar with optical fiber transmission - SDH/DWDM/CWDM;
Knowledge of WDM transmission flow;
Knowledge of optical amplifiers parameters;
Strong troubleshooting skills (able to analyze transmission alarm, performances and signal flow);
Knowledge of transmission protection scenarios (SNCP, MSP,ring,1+1);
Strong troubleshooting skills in NMS for transmission devices;
Knowledge of network monitoring applications and protocols;
Nice to have basic knowledge for access network (GPON, xDSL);
Previous experience with Huawei Transmission devices and solution will be considered an advantage;
More than 1 year work experience in telecommunications will have priority.

Any of the following languages is considered an advantage:
French, Spanish, Italian, German, Polish, Turkish.

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