Job Title: Integration Professional BSS
Job ID: 1200000CJC
Job Location: Nigeria
Organisation: Alcatel-Lucent
Roles and Responsabilties: – Will be responsible for overseeing all activity related to BSS technical support. – Expected to handle routine work assignments with minimal supervision as well as act as an escalation point within the technical support group for BSS equipment issues. – Capable of exercising good judgment within generally defined practices and procedures in selecting methods and techniques for trouble resolution.
- Some of other responsibilities are:
• Prima interface with customer for all maintenance and technical support activities.
• Prima escalation point for BSS equipment issues.
• Develops methods, techniques and evaluation criterion for obtaining results.
• Provides immediate assistance for emergency and URGENT fixes as defined in service definitions.
• Documents and logs all contacts and actions into CARES database per the Alcatel – Lucent Process.
• Prepares Assistance Requests (AR) for escalation to Product House, by packaging with concise description, actions, and traces required for escalation of "bugs" and/or "request for assistance".
• Follow up technical issues with remote support team and customer.
• Creates technical documents (ECP's, MOP's) and weekly review meeting materials.
• Provides work direction, problem resolution assistance and training to other technical support personnel as required.
• Participate in technical meetings and conference calls related with TSS responsibilities.
• Assists, as needed, in the direct technical support to customers on installation and maintenance activities to ensure Alcatel-Lucent Technologies equipment is functioning as designed.
• Utilizes various tools and knowledge databases available to assist in the troubleshooting process.
• Perform administrative tasks in a timeline and accurate manner such as vouchers, time-ticket reports, overtime reports, and others
Requirements:
• Excellent verbal and interpersonal communication skills required.
• Ability to lead within a team environment.
• Strong customer service and organizational skills.
• Possesses a solid understanding of systematic troubleshooting, as well as having the capabilities to identify software and hardware issues in a timely manner with minimal supervision.
• Ability to diagnose, troubleshoot, obtain results, and provide solutions for a broad range of technical problems.
• Complete knowledge of company products, systems, applications and programming languages.
• Moderate understanding of Unix or other supported platforms.
• Strong understanding of Alcatel-Lucent BSS product portfolio such as 9159NPO, 9153 OMCR, 9130BSC/MFS, 9125TC and protocols tester...
• Ability to travel off-site to customer locations, trade shows, training schools and other required facilities when needed.
• A University degree in electronics, electrical or computer science or an equivalent knowledge gained via operational experience or several years of on-job training in relevant areas.
• Minimum 5+ years experience in the telecommunications industry preferred.
• Strong technical background and abilities in oral and written communications.
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