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 across Europe for the assigned product line;
• Identify customers concerns and critical problems based on customer interaction;
• Use trouble ticketing system for tracking customer interactions and fault analysis;
• Take first corrective actions to isolate and neutralize reported incidents and if necessary, escalate to next technical level of support;
• Troubleshoot hardware or software problems, identify root cause and provide an effective solution within SLA time;
• Performing network upgrades/ updates in accordance with the Change Management process;
• Provide detailed information on how to set up, configure or upgrade products and their features.

Requirements:

• Fluency in English (written & spoken); other languages are a plus (German/French/Italian/Spanish)
• Strong troubleshooting skills – able to analyze problem/debugging information and use available tools to find the root cause and solution;
• Customer-centric, dedicated, perseverant, and able to grow by reflection;

• Knowledge of SDH, WDM indicators, clock, equipment interoperability, Automatically Switched Optical Network (ASON), Error Checking and Correcting (ECC), Automatic Level Control (ALC), Automatic Power Equilibrium (APE), and Intelligent Power Adjustment (IPA);
• Familiar with TCP/IP & OSI protocol stack;
• Knowledge of routing protocols (OSPF, BGP, IS-IS) and MPLS VPN;
• Knowledge of switching technologies and protocols (VLANs, STP);
• More than 1 year work experience in system integration or telecommunication will have priority;

What we offer:

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