北京招聘

Position Details


The Tier 1 Support Engineer will be required to be able to respond to customer support requests within contracted support times of 8x5 - Next JDSU Business Day or 24x7 -4 Hour response. This will include participating in an after-hours standby rotation to cover customer support requests 24x7. Tier 1 support engineers will also be required to open support cases in the ticket logging system, update the support cases with progress on a regular basis and talk through the solution with the customer. Lead Operational Reviews as contracted. The Tier 1 Support Engineer will have excellent communication skills to work remotely with customers and provide answers to technical questions, diagnose system problems and manage escalations with the acceSS7 system. The acceSS7 application is mission critical to our customers, requiring high availability and rapid response to customer needs. Tier 1 support engineers will also be required to accurately document the customer issue and steps to resolution and act as a customer advocate until the issue is resolved. The Tier 1 support engineer must be able to multi-task as some cases may be defects or may remain open for extended periods of time.

Required QualificationsQualifications/ Skills/ Experience:
The Tier 1 Support Engineer should have the following qualifications:
Product/Technology Skills:
? Linux or HPUX O/S knowledge
? An understanding of large-scale telecom and enterprise network architecture
? Working knowledge of key network skills: IP routing
? Use of the command line to remotely troubleshoot distributed computing systems and be able to differentiate 'our' issues from 'customer' network issues.
? Basic understanding of complex integrated software systems.


Personal skills/attributes, Support Delivery Skills:
? Understand complex integrated software systems, and be able to segment problems across boundaries and owners e.g. customer environments, multiple JDSU products, and application partners.
? Knowledge of a case handling process
? Experience/knowledge of remote support for customer systems
? Capable of participating in an after-hours standby rotation
? Excellent English language skills
? Excellent written communication and phone skills

Relationships:
Successful track record of developing strong productive relationships with support customers. Capable of generating high levels of credibility with customers and internal cross functional partners. Able to effectively and positively communicate, instils trust in the commitments given both internally and to our customers.

Customer First mentality / Customer Intimate:
Tenacious in solving customer problems and exceeding their expectations.

Influence:
Demonstrated ability to influence the actions and opinions of others in complex organizations.

Process Development and Implementation:
Proven track record of leading the implementation of sustainable and innovative process improvements.

JDSU (NASDAQ: JDSU; and TSX: JDU) innovates and markets diverse technologies that enhance the way people experience the world every day. We enable fast, high-quality communications, secure financial transactions, reliable consumer electronics, green energy, differentiated brands, and a host of other solutions. We provide these solutions through three business segments: Communications Test and Measurement, Communications and Commercial Optical Products, and Advanced Optical Technologies. To learn more about JDSU please visit www.jdsu.com, www.jdsu.tv, and follow JDSU on Twitter: http://www.twitter.com/jdsu.