Syniverse makes mobile work for more than 900 mobile
operators, cable and Internet providers, and enterprises in over 160 countries.
With unmatched expertise and more than 20 years simplifying the complexities of
roaming, messaging and networking, Syniverse serves as the force at the center
of the mobile communications universe, keeping people connected today and
forging new connections for tomorrow. Nobody knows mobile like Syniverse. For
more information, visit www.syniverse.com, follow Syniverse on Twitter or find Syniverse on Facebook.
operators, cable and Internet providers, and enterprises in over 160 countries.
With unmatched expertise and more than 20 years simplifying the complexities of
roaming, messaging and networking, Syniverse serves as the force at the center
of the mobile communications universe, keeping people connected today and
forging new connections for tomorrow. Nobody knows mobile like Syniverse. For
more information, visit www.syniverse.com, follow Syniverse on Twitter or find Syniverse on Facebook.
System Support
Engineer
Engineer
General
Summary:
Summary:
Provides customer support through
the performance
of on-site installation, as well as overseeing any necessary diagnoses,
troubleshooting, service, and repair of complex equipment and systems.
Responsible for creation and tracking of trouble tickets and resolution of
escalated support incidents. Answers technical support queries and
implements fixes for application problems. Creates and maintains documentation
for supported applications. Coordinates with customers to resolve
technical support issues.
Principal
Duties and Responsibilities:
Duties and Responsibilities:
- Participate
on a rotation pager schedule that provides system support on 24×7, 365
days/year accurate and timely technical supports on critical problems and
advisory service for customers. - Communicate
with customers while investigating or providing problem resolution. - Collaborate
with other teams to create quicker issue resolution to achieve high
customer satisfaction. - Answer
escalation questions and provide consulting service for internal
colleagues where appropriate. - Develop
working knowledge of all products and services offered by the Company. - Hardware
and software installation and configuration - Equipment/Production
site commissioning - Participate
in system integration and user acceptance tests - Compile
customer configuration profile documentations - Perform
scheduled night job activities - Control
production by monitoring system processes, working to resolve system problems
and following established escalation procedures as required. - Execute
and support the operations installation of new software releases/updates
into production by providing high-level technical guidance to operations
personnel. - Generate
internal reports to support future business opportunity as well as
analyzing and giving problem resolution. - Generate
external requested reports, files, and documentation to support problem
resolution, billing issues, and new revenue generation. - Generate
internal reports to support future business opportunity as well as
analyzing and giving problem resolution to the following departments - Develop
and implement software tools, documentation and procedures to accurately
monitor production applications on a daily basis with early warning
indicators. - To
carry out other appropriate duties as when requested.
Requirements:
- BS
degree in Computer Science, Information Systems or related field or
equivalent work experience. - 2-5 years
relevant professional experience in the areas of application support,
technical customer support, problem management, relational databases,
programming languages, software development. - 2-5 years
experience in OS (UNIX/LINUX) for telecom service application - 2-5
years experience and knowledge in IP Networking (Cisco CCNA, CCNP). - 2-5
years experience or knowledge in Telco signaling (SS7, TCAP,
ISUP,SIGTRAN). - Exposure in
Value Added Service (VAS) or related telecommunication products is an
added advantage. - Regional
support background is preferred. - Fresh
graduates are welcome to apply. - Interested
to pick-up all-round knowledge in operating computer / telecommunication
platforms, like network management, security and data backup. - Familiarity
with testing methods. - Required
Interpersonal Skills - Good
customer service skills and demeanor, along with the innovative ability to
communicate with both technical and non-technical clients. - Excellent
analytical, multitasking, and communication skills (both verbal and
written), detail orientation and familiarity with testing and
troubleshooting techniques. - Strong
prioritization skills in a fast paced, time sensitive environment. - Good
interpersonal skills - Good
control and follow-up skills - Good
decision making skills - Proactive
Listening - The
ability to excel in a team environment. - Applicants
must be willing to travel overseas.
Competitive compensation and good
career opportunities will be offered to the right candidate. Interested parties
please send cover letter and resume with expected salary in strict confidence
to join.ap@syniverse.com
career opportunities will be offered to the right candidate. Interested parties
please send cover letter and resume with expected salary in strict confidence
to join.ap@syniverse.com
Please visit our website at www.syniverse.com.
All collected personal data will be used for recruitment purposes only.
Personal data of unsuccessful applicants will be destroyed after completing
recruitment process.