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

  • Solution Troubleshooting

  • 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

Schedule: Full-time

Req ID: 17000008LE