Technical Support Engineer Malaysia

    • Job Tracking ID: 512052-736283
    • Job Location: Kuala Lumpur, MYS
    • Job Level: Mid Career (2+ years)
    • Level of Education: BA/BS
    • Job Type: Full-Time/Regular
    • Years of Experience: 2 - 5 Years
    • Starting Date: ASAP
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Job Description:

 

About Ribbon (Nasdaq: RBBN)

We deliver global real-time communications software and network solutions to service providers, enterprises, and critical infrastructure sectors. We engage deeply with our customers, helping them modernize their networks for improved competitive positioning and business outcomes in today’s smart, always-on and data-hungry world. Our innovative, end-to-end solutions portfolio delivers unparalleled scale, performance, agility and automation and includes optical and packet networking, core to edge IP solutions, UCaaS/ CPaaS cloud offers, and leading-edge software security and analytics tools.

To learn more, visit rbbn.com

SUMMARY

               This is a customer facing technical support position responsible for resolving technical issues in customer’s in-service systems carrying live network traffic, as well as issues arising from deployment or trial projects. The engineer will be responsible for evaluating problems, troubleshooting, reproducing, determining a solution, and delivering the solution to the customer.

ESSENTIAL FUNCTIONS

  • The successful candidate will be a member of a team who is responsible for correcting non-product defect issues in accordance with the customer’s Service Level Agreements (SLAs), delivering timely and quality solutions.
  • Acquire knowledge of multiple solutions across Ribbon product portfolio and unique customer networks will be learned to ensure timely and accurate issue isolation and resolution.
  • The successful candidate will be expected to interface directly with external customers, other vendors, and product support/design teams when a software fix is required.
  • Follow customer processes and rules when performing troubleshooting in real customer network and lab.
  • Technical Support is typically provided remotely via phone, email, and network VPN connections. Travel is not frequent but may be required when supporting projects, trials, or other on-site activities.

Experience and Skills:

DESIRED QUALIFICATIONS

  • Background and experience in legacy telephony and signaling (SS7, ISUP, PRI, etc.) an advantage.
  • Experience with signaling and media transmission such as SIP, IMS an advantage
  • Working knowledge of Linux/UNIX an advantage.
  • Knowledge of IP networking, basic IP routing, firewalls and security considerations an advantage.
  • Telephony Routing and Translations skills
  • Experience with Session Border Controllers an advantage.
  • Knowledge of carrier grade product is considered as significant advantage
  • Understanding of VoIP, wireless and wireline technologies, network architecture and related applications is desired.
  • Problem solving, time management, and customer interfacing skills are required. A strong attention to detail with the ability to work in time critical situations while remaining focused. 
  • Position requires strong written and oral communication skills and ability to drive issue resolution process effectively.
  • Willing to travel.

EDUCATION AND EXPERIENCE

  • A BS degree in Information Technology, Computer Science, Computer Engineering, and Electrical Engineering is preferred.