Job Description :
Global Support Service – Customer Resident Engineer – Fiji, Suva
An opportunity to join and be part of Allot Global Customer Services team, part of a cutting-edge network devices vendor that provides Tier1 network operator grade devices.
The customer resident engineer prime responsibility is to represent Allot full time at the customer premises and assure customer satisfaction based on hand-on support tasks and positive communication with the customer.
The Allot Customer Resident Engineer duties shall include:
The resident engineer must have customer facing capabilities and is responsible to represent our Global Support Services organization in front of customers.
On a day-to-day basis the resident engineer should be fully aligned with the Allot Regional Support Manager and is accountable end-to-end to all the services Allot provides to the customers. The engineer must have capabilities of self-management, setting priorities and represent customer needs to the wider Allot organization.
The resident engineer will report to a support manager or team leader located in a remote location.
Typical working hours are Monday-Friday 9 hours but also subject to actual needs resulting from project needs, critical incidents, customer time zones and working as part of a global company. Occasion attendance in night maintenance windows.
The job requires ability to frequently travel mainly locally but not limited to. Travel duration can typically range up to 2 weeks.
Requirements :
Based in Fiji, Suva
o 3+ years hands-on experience with networking LAN/WAN products and environments, preferably with:
• ISPs, Telcos and Mobile Operators, Tier1/Tier2 networks
• Mobile data/cable operators
o Hands-on experience in networking LAN/WAN products such as routers, switches, firewalls, DSLAMs, NMS, etc
o Strong working knowledge of IP and TCP/IP networks, packet sniffing, traffic generation
o Hands-on experience in routing protocols like BGP, PBR, etc
o Working knowledge of Radius, Diameter, DHCP, 3GPP, PCEF, PCRF
o Knowledge in Shell/Python scripting
o Knowledge of UNIX/Linux – a must
o Knowledge of Kubernetes platform
o Knowledge in database SQL querying and database administration
o Motivated self-learner through hands on experience
o Able to work under pressure
o Ability to learn and adapt quickly to technologies and technical environments
o Excellent human relations, service orientated
o Excellent communicator written and spoken:
• Excellent English
• Excellent writing skills
• Ability to document technical information
o Experienced in customer care
o Advantage: Experience delivering classroom based technical training classes
Soft Skills:
o Customer facing capabilities
o Motivated and self-learner through hands on experience and on the go learning.
o Managing situations for upholding strict SLA's.
o Ability to learn and adapt quickly to technologies and technical environments.
o Excellent human relations.
o Excellent communicator written and spoken:
• Excellent English spoken and writing skills – a must.
• Ability to document technical information and knowledge sharing with global teams.
• Additional languages – an advantage.
Academic
o BSc of Computer Science/Electrical/Electronic Engineering
