Our consultants have been assisting hundreds of outstanding executives, management and professionals chart their career course, and our array of clientele in their human capital needs through what we do best – providing executive search solutions that meet the needs.
Indeed, people are the deciding factor in the success of any organization. With that in mind, we aim to add value and ensure the success of our clients by identifying for them the most fitting and extraordinary leaders and talents in this highly talent-competitive marketplace.
We hold truth to the conviction: to understand our clients; their strategic direction and requirements; to conduct a concise search and to understand from each candidate the credentials, demeanor and career aspirations in order to facilitate a meeting of the minds.
Thus, the internal process that we observe, from initial client meeting to the systematic search of the right candidate and to validating each candidate’s credentials, their strength and weakness, we aim to connect people both in terms of corporate chemistry and skilled capabilities.
Job scope
On-site Support for Telecommunication Business Solution.- This job implies direct and close relationship with a large Telco Customer, Support teams and partners to deliver the expected Service Level and keep Customer satisfaction high.
- Understanding Telecom Business Critical Solutions, the on-site engineer will handle problem investigations and escalations and participate to upgrades and solution migrations.
- Some technical tasks related to customer Operation will be delivered directly from the On-Site Support Engineer.
- Participate to problem diagnosis or isolation, driven by the remote support organization (activate tools, capture information in log file, and perform level 1 diagnosis on telecom software)
- Act as technical interface and problems handling focus point for the support delivery team.
- Manage locally the technical situation in case of critical problem, direct involvement is critical in situation solving. Coordinate other local resources like Hardware/OS support.
- Validate patches and changes on test environment prior rolling them on production configuration.
- Install software maintenance release and patches according to validated procedure, with remote support from central team
- Document operations-related scripts, help the customer Operation and Administration team to better benefit of the Solution
- Develop and update operations documentation
- Update the Personalized Support documentation
- Technical account Management Scope.
- Work closely with the account responsible to insure that support contracts’ SLA are met and contribute to maintain and improve customer satisfaction level.
- Processes handling: Understand internal processes and tools, manage safely changes on the customer telecom solution.
- Key Technical Account management tasks
- Assist Customer team for Telecom Software Operations and administration processes
- Facilitate the Support delivery between the Customer operation and Company local and remote teams – hardware and software – mainly located in Algeria and France.
- Is responsible for the Quality control of the Solution
- Is involved in changes in the solution, participate to technical meeting with the Solution integrator and adapt the Software Support processes accordingly.
- Link to Expertise teams who will work on system performance, change management, architecture studies, training, Unix script writing…
- Knowledge and 3 - 5 years experience in software support or deelopment in Telecommunications on UNIX. HP-UX and/or Linux knowledge are positive advantages.
- Telecommunication Software understanding, able and volunteer to be trained it this domain.
- Experience in the Support of Telecommunication Solution, able to manage Customer technical relationship
- Able to manage and improve Quality process
- Microsoft Office tools end-user knowledge, for technical writing or reports
- The candidate would ideally already be operating as a customer support engineer on telecommunication products in an international environment.
- 3 years specialization in Electronics/electrical engineering school, minimum, or commensurate practical experience
- UNIX knowledge and Solutions support background
- Knowledge and understanding of communication protocols and technology is a plus. IN, IP, NGN, GSM Networks.
- Knowledge of Telecom Services and Solutions such as Prepaid, VPN, etc is a plus,
- Good communication and custome1r facing skills, as a good sense of services and customer contact is essential. Also essential is the ability to work under stressful conditions in critical situations.
- Self-sufficient, able to work independently, able and willing to work with local and remote Hardware and Software Support teams. Ability to be managed remotely.
- Analytical problem-solving skills
- Process oriented.
- Wiling to learn
- Ability to travel: Estimated 20% time