Based in Hong Kong

- Mainly provide Installation, Professional Service, Field Service Support, Software/Hardware Upgrade, System Health Check functions, etc.

- Focus on Strategic and international clients, Large Global Enterprise and key client base (In normal circumstances, Channel Partners would perform the same role to cover 90% of client base, but the vendor would also provide direct Field/Professional Service Support role to cover 10% of client base – mainly strategic and international clients or assigned customers)

 

• Provide support to the Project Office to ensure that the sales handover documentation is accurate, addressing any risks to ensure an effective deployment
• Deploy customer solutions to meet customers’ expectations within the set timescales agreed
• Report issues and help to triage as, and when, they occur with the relevant department; and to see resolution to the end (if possible)
• Apply quality management principals to ensure configuration and integration is delivered to meet customer requirements
• Provide training to the customer representative about the product usage and maintenance
• Compliance with all SLA’s during the case life cycle through the timely resolution and effective communication, escalating more challenging cases to the appropriate stakeholders
• Assess product / equipment performance based on field support data, recommending modifications or improvements to the appropriate stakeholders
• Prepare statement of works, high level and low-level designs and assist on project plans and discovery sessions where required
• Provide regular updates to customers through effective communication
• Assigned project work, should be progressed and executed through to completion, providing regular updates to the project office, with mandatory installation acceptance documentation being submitted
• Work with the team to ensure daily caseload is well managed
• Any other ad-hoc duties based on requirements of the business

 

Requirements

Based in Hong Kong

Technical Qualification:

• Demonstrable understanding of network protocols, technologies and tools including TCP/IP, DHCP, VLAN, QOS, WAN, Wireshark, etc
• Demonstrable understanding of operating systems and virtualisation including Microsoft Windows Server, Active Directory, Hyper-V, VMware, etc
• Demonstrable understanding of voice and unified communications including VoIP, SIP, H.323, RTP, G.711, G.729, TDM and other standard telephony tools and technologies (such as Avaya, Cisco, Mitel, etc)

 

Skills and Experience:

• A good understanding of the telecommunications industry or similar would be an advantage
• Oral and written communication skills including the ability to communicate effectively with both technical and non-technical stakeholders
• Customer facing experience, being able to handle the pressure of supporting demanding customers
• Previous working experience in companies that developed and supported software/solutions to global customers
• Engineering/technical background working with telephony and/or turret systems in the financial services, call recording and other telephone applications such as CDR, call center or voice mail would be an advantage
• Prior experience in banking and/or trading environments on telephony or IT applications would be a benefit but not essential
• MS Operating systems (Server 2003, Server 2008 , Server 2012, Windows 7,Windows 8), Internet Explorer, PC Software applications install and modification
• Industry certifications such as MCSE, MCITP, CCNA, Avaya, ITIL, would be an advantage, as would be an understanding of trading platforms such BT, IPC, Speakerbus, etc

• 70% of install and professional service days completed in allocated time within month/quarter
• 100% of installation documents completed and returned within 5 days of site visit (including remote work)
• 100% adherence to communication for installation updates and job sheet completion

Job keywords/tags:  Voice , Call Center , Contact Center , Recording