TAC Technical Support 2

Aviat Networks

  • Ljubljana, Osrednjeslovenska
  • Nedoločen čas
  • Polni delovni čas
  • 1 mesec nazaj
About the Role: This position will play a pivotal part in ensuring the delivery of high-quality service to both internal and external customers of Aviat Networks. The primary focus will be on providing exceptional support through Technical Helpdesk services, proficiently resolving issues, and delivering expert Remote Technical Assistance. This position will be a key member of the team and responsible for maintaining a standard of excellence in customer interactions and problem-solving. Commitment to delivering a superior service will contribute to the overall success of Aviat Networks by fostering positive relationships and ensuring a seamless experience for our valued customersResponsibilities:
  • Handle telephone, email and web based technical enquiries from Aviat Networks internal and external customers on all Aviat Networks products.
  • Log all activities on the Aviat Networks case system.
  • Promptly escalate any issues that cannot easily be resolved at the Helpdesk level to TAC Management or a higher technical level as appropriate.
  • Meet departmental key performance indicators as outlined in annual objectives.
  • Organize the day-to-day activities to ensure that a high level of satisfaction from Customers is maintained or restored and that their business is retained.
  • Satisfactory follow up after each issue has been resolved to ensure that the correct level of service was delivered to ensure customer satisfaction
  • Perform complex assignments in support of products from date of manufacture to end-of-life.
  • Setup of network scenarios in the lab based on requirement submitted by the remote support engineers
  • Updating documentation that relates to the functional operation of the lab
  • Addition and removal of equipment from TAC lab
  • Supporting software supplied by Aviat Networks, this will primarily be the network management software and associated applications
  • Train on new technologies required by product responsibility and recent products acquired with the acquisition of NEC microwave business.
  • · Attend customer meetings if required either via call or in person
  • · Support customer demonstrations or trials
  • · Participate in TAC on call rota.
  • · Other duties as assigned.
Qualifications & Competencies:
  • · Computing qualification
  • · Certification for IP / Ethernet (Cisco CCNA or equivalent) - desired
  • · Experience of Network Management Platforms - desired.
  • · Experience with Routing and Switches (Cisco, Juniper, Huawei) - desired
  • · Microwave Transmission Equipment – desired.
  • · Network Management (SNMP, SDN) - desired
  • · Basic knowledge of Linux and PCs - desired
  • · Microwave RF & Ethernet Switch Troubleshooting
  • · VLANs
  • · Rapid Spanning Tree (STP, RSTP, PVSTP, MST)
  • · IP Routing (Static, OSPF, BGP)
  • · IP Troubleshooting
  • · MPLS (LDP, RSVP-TE) (VPWS, VPLS, L2VPN, L3VPN)
  • · IP - Test Equipment (Ethernet, RF)

Aviat Networks