Service Engineer

Job description

about the role

Core responsibilities:

·  Provide local support to all maintenance and installations for customer and networt equipment which include LAN & WAN environment, desktop & peripherals
·  Undertake end to end fault determination, troubleshooting and resolution
·  Close coordination with internal functions, partners, supplier and 3rd party contractors for all network and customer maintenance & installations related activities. (Service desks, SCCs, Telco, ASPs etc.)
·  Ensure that all administrative duties are completed in timely and accurate manner, including equipment returns, updating Service Coordination and closure of the calls/cases, in close co-operation with other operating entities
·  Network infrastructure implementation: place and manage orders with telecom providers; receive, stage and install telecom and data equipment
·  Support logistics service to fulfill required SLAs across the region/sub-region
·  Import & Export management

Job duties:

Field Service support

·  Provide support on install/upgrade/de-install/repair activities on Orange network sites for network equipment & links
·  Co-ordinate and manage all the actions related to the power & network infrastructure related changes (maintenance, install/upgrade etc.) as per the schedule
·  Repair and replace any damaged network equipment/link as per the standard work instructions
·  Support customer service & service delivery teams in engaging with local carriers & vendors for ordering/installation/maintenance of the network links with follow-up to meet the desired targets of delivery & repair time
·  Close co-ordination with all the concerned functions within & outside of the organization such as service desks, SCC, Telco, ASPs etc.
·  Ensure compliance with all the policies & procedures of FOIS, contribution to meet functional objectives
·  Ensure customer satisfaction by meeting the SLA terms through short response/repair time
·  Participate & execute all the internal projects as per the requirement & criteria
·  Daily activities in data center management and Net-Hosting customers support
·  Vendor management for power & infrastructure activities & hosting racks rollout in order to meet customer requirements.
·  ASP vendor management to arrange engineer on demand at centers and customers premises for technical support and cost control in Hong Kong & Taiwan
·  Review meeting with Taiwan ASP

Logistics support

·  Manage the Supply Chain activities in Hong Kong, Taiwan & Macau
·  Daily validation of orders to ensure equipment under Strategic Control processed according to customs regulations
·  Assist the identification of all assets including labeling, reporting and database management
·  Manage inventory levels and report discrepancies
·  Assist and manage the purchasing of inventory from vendors
·  Perform stock control tasks to ensure database information matching with physical inventory
·  Co-ordinate all Import & Export activities
·  Work with customers both internal and external to ensure parts delivery meeting their expectations and contractual SLAs
·  Assist the inventory return and co-ordination of repairs
·  Work with other business entities to address operating requirements of import & export compliance measures
·  Manage all EPR cases raised during out-off-office hours and deal with delivery call center to raise part request at the nearest warehouse in Asia Pacific

about you

·  Diploma/Degree holder of Science/Engineering field
·  Minimum 1 year practical work experience in customer facing organizations within
·  Telecom or IT/ICT industry high tech/ high level services
·  Good level of practiced technical knowledge, CCNA certification preferably
·  Good understanding of LAN & WAN technologies as per the market trend
·  Good knowledge in data center power & infrastructure management
·  Management background in Logistics within the Telco/IT environment is desired
·  Commercially aware i.e. pro-active in cost management & efficiency
·  Good analytical skill
·  Excellent communication skill both verbal and written
·  Applicant should have experience and knowledge in one or more of the following disciplines
·  Asset Management
·  Inventory control
·  Warehousing
·   Freight/Shipping
·  Import & Export

additional information

department

Customer Services & Operations

contract

Regular