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    Senior Customer Support Engineer

    RGH sal

    Sanaa, Yemen

    Ref. JB1899448

    Job Description

    Act as dedicated expert for advanced Care consultancy and support, both for customer account teams and for customers, provide technical leadership to large and / or complex e2e projects or troubleshooting cases.
    • Provide advanced technical support and troubleshooting /fault localization within several competence areas and Multi Vendor Interface.
    • Lead and provide consultancy during complex Care activities such as SW change planning, Expert Support Services, SW upgrades, technical audits and SWAPs or migrations.
    - Implement parametering in systems level, understands KPI and is capable to improve the performance of the system or e2e solution.
    - Project management duties (e.g. planning of a subproject, technical manager substitute, managing subcontractors).
    - Network expansion activities up to multi-interface level.
    - Overall responsibility for test planning: understanding of local requirements (e.g. network structure, functionalities, parameters etc.) to create valid and reliable test plans.
    Proactive knowledge sharer role: Technical guidance and support of other team members to avoid problems before they occur, Information sharing and competence transfer, proven presentation and training skills
    - Carry SW update/upgrades according to the Manufacturer technical support instructions/guidelines and officially released procedures.
    - Handle technical cases and request high level technical support from the manufacturer via the manufacturer ticketing tools to ask the support of the manufacturer technical support teams.
    - Self-study manufacturer manuals and technical documents to keep updated about the existing product roadmaps and SW maintenance updates/alerts. This can be done via the agreed setup with the manufacturer (e.g. web-access like through NOLS/ASWS).
    - Act as technical interface point between the manufacturer technical support teams and the customer.


    - Advanced-level knowledge of the Microwave Radio and Optical Transmission Networks
    - Hands-on experience with SRAL XD, SRA4, FlexiHybrid, SRT1F, Flexi Packet Radio, hiT7070, hiT7030/35 and their NMS platforms: TNMS-Core and Netviewer
    - Practical knowledge of PDH, SDH, Synchronization, MWR in general and Trunk Radio, DCN, Ethernet/VLAN’s, QoS and IP
    - Practical experience of using various Microwave and Optical Transmission test equipment/analyzers plus Ethernet analyzers (e.g. PDH, SDH and Ethernet/IP digital analyzers, Optical Power Meter and Attenuator, Microwave Spectrum analyzers and power meters/attenuators/couplers, frequency meters,….etc)
    - Leads and takes responsibility of team of engineers (e.g. sub project, system acceptance testing)
    - Customer Project Management and technical management skills
    - Excellent ability to work in team as well as independently
    - Quality oriented mindset
    - Stress tolerance, analytical and conceptual thinking, information sharing, reliability,
    attention to details
    - Understanding and experience in Care Services and customer interface
    - Must be fluent in English language and must have strong knowledge of Siemens and Nokia products
    Technical Competence Areas:
    - RA: Radio Access or
    - SC: Service Core or
    - SA: Service Applications or
    - BBA: Broad Band Access or
    - IPT: IP/Transport or
    - OBS: Operations & Business Software


    Telcom Engineering or Computer and communication Engineer

    Job Details

    Job Location:
    Sanaa, Yemen
    Company Industry:
    Company Type:
    Employer (Private Sector)
    Job Role:
    Employment Type:
    Full Time Employee
    Monthly Salary Range:
    Number of Vacancies:
    Job Ref.:

    Preferred Candidate

    Career Level:
    Mid Career
    Years of Experience:
    Residence Location:
    India; Pakistan; Yemen

    This job is posted in the following Specialties:

    Competence Management Metro Ethernet SMI S System Level Design VLAN