Alcatel-Lucent Fixed Access TAC Senior Engineer in United States
-Trouble shoot, diagnose, and suggest/perform corrective or preventative maintenance actions on issues reported by customers. Provide in depth investigation of critical escalated issues. Provide technical support to all the ALU Service Delivery teams.
-Use and apply Technical Support processes, policies & tools documentation (Cares*). Contribute to their continuous improvement.
-Maintain high level of customer satisfaction by providing services fully compliant with the SLA.
-Create and maintain customer relationship on a day-to-day basis, e.g., communication, information gathering, operational review, escalation and reporting. Provide appropriate follow-up to customers.
-Engage additional support level within a predefined time frame and collaborate with them, as needed, in order to resolve the issues.
-Ensure every customer reported issue is properly documented in the ticket for tracking purposes and learning opportunities.
Ensure time tracking accuracy for cost charging purposes.
-Understand the service metrics, thresholds, and key performance indicators used to govern the ticket resolution process.
-Use the knowledge management tool by searching/creating/updating articles. Proactively share knowledge.
Broad MultiVendor Product knowledge
Engineering background or equivalent experience
Experience in telecom technical domains
Expert in specific technical products
Knowledge & understanding of one or specific multi-techno & multivendor
Knowledge of Corrective, Proactive & Preventive Maintenance, Network Operations &/or Technical Support activities
Product troubleshooting knowledge for a specific technology
bachelor or above in electronic engineering, telecommunications or relative subject.
Good in English reading and writing as well as communication skills
Job: fALU Maintenance
Primary Location: China & NSB-Shanghai
Req ID: 17000008LE