Technical Support Specialist - Mobility (S)IP-DECT

Technical Support Specialist - Mobility (S)IP-DECT

Business Unit:
NEC Unified Solutions specialises in providing communications solutions (and associated infrastructure, applications and services) for small, medium and large enterprises in both the private and public sectors. These solutions incorporate the latest voice, data and video technologies over converged networks, using both desktop and mobile endpoints to enable real-time, collaborative working. Combined with the latest messaging, presence management and contact centre applications, our solutions deliver increased productivity, ease of use and significantly improved customer satisfaction.
NEC Nederland B.V. is headquartered in Hilversum, the Netherlands, and serves its customers through a network of sales organizations, business partners and value-added resellers in the EMEA Region. For Mobility products which are developed in Hilversum, support is given to NEC Regional organisations worldwide. More on www.nec-unified.com.


Department:
The Technical Support department is responsible for providing After Sales Support services to NEC Unified Solutions’ network of partners that act as distribution, sales and service channels

The Department is responsible for the following processes:

‘After Sales support’

• Service Desk
• Incident Management
• Telephone support
• Support incidents
• Problem Report incidents
• Service Level Management
• Service Level Agreements, fulfilment, and reporting to Channel Partners
• Underpinning contract agreements, supplier performance management
• Problem Management
• Problem investigation
• Problem solving (by suppliers)
• Maintenance Release Management

‘Project Office’

• Project Support processes and Project Management support
• (pre-)installation, commissioning and Project Management services

‘Product Introduction Assistance’
Execution of technical activities (e.g. acceptance and integration testing) in preparation for the launch of new and updated products

'Training'
Development and delivery of training for Communication switches and related applications.


Function profile:
Your role will be to provide After Sales technical support, Product Introduction Assistance and other tasks in the scope of the Department’s processes related to the (S)IP-DECT and other Mobility related products of the NEC Unified Solutions product portfolio.

The Technical Support Specialist is responsible for the following tasks

• Gives support and advice by telephone and handles support and problem incidents on products and applications in accordance with the product lifecycle policy
• Screens new incidents for completeness, validity and to identify known cases and solved problems using available resources (support database, knowledgebase, Colleagues etc)
• Ensures incident details and all significant progress information is clearly documented in the incident management system. Communicates with the initiator and other stakeholders in the most appropriate way throughout the lifecycle of the incident
• Identifies trends and (potential) repeat calls and creates or amends knowledgebase cases accordingly
• Monitors progress of incidents against SLA commitments, set priorities and escalates accordingly
• Analyses and isolates problems by advising and directing investigation by the partner support staff, or if necessary investigating on in-house test equipment, or by remote or on-site investigation of the customer’s system. Resolves most configuration related issues and non product errors in this way.
• Identifies suspected product errors and escalates, together with sufficient information, for solving by the product supplier. Remains problem owner and continues to track and report on progress until a solution is reached and accepted
• Performs installation and configuration activities and provides other on-site technical support services at customer premises to support channel partners.
• Willing and able to travel (international) as required. Able to function in the customer environment and to successfully complete such tasks.
• Willing and able to work out of office hours and to provide stand-by support when required
• Supports and informs Channel Managers and other internal functions as required, with information and advice on technical product and support process related matters
• Support the market introduction of new or 3rd party products (e.g.  testing, technical product acceptance, certification- and field trial support)
• (If able) develop and deliver instructor led training for Communication switches and/or related applications

This is an exciting and varied role for somebody who enjoys applying their excellent technical skills to help and support resellers and customers in an International environment.


Education & Experience:
Higher Professional Education (HBO) or University degree in (in Information Technology or similar discipline) or equivalent conceptual level is required.
Minimum 3 years experience in a hands-on Technical function in the field of IP Telephony / Unified Communications. Experience in a similar Technical Support role and proven ability to deliver Technical Training are a distinct advantage.


Personal qualities:
To meet these objectives a thorough all-round knowledge of converged voice & data technology and IP networking environment is required, as well as minimum 3 years relevant professional experience.

This role requires extensive knowledge and experience of the following:

• (S)IP DECT
• VoIP/VoWLAN technology
• Site Survey
• Protocols – TCP/IP, SIP, H323,
• IP Network Voice Readiness, QoS
• Deployment tuning aspects and trouble shooting of Voice in an IP network
• IP Networking devices (LAN/WAN), configuration and operation
• Able to install and configure PC & Server technology

Knowledge and experience of the following areas would be a distinct advantage:

• Fixed-mobile convergence
• CAT-iq
• Android
• Location Detection
• Messaging
• Network Security
• IP Communications Servers / PBX
• Integration with Unified Communications and other applications

Professional Qualifications:

• CCNA/CCNP Wireless or equivalent training / knowledge level

You will be fully trained to gain in depth knowledge of NEC Unified Solutions products.

Furthermore we require candidates who:

• Have well-developed inter-personal and communications skills in English speaking/writing (essential) as well as Dutch (desired).
• Perform well under pressure whilst maintaining a Positive and constructive attitude and approach to Customers, Partners, Suppliers and Colleagues
• Strive for satisfied customers
• Are motivated by, and achieve results
• Take initiative and ownership
• Are analytical and work in a structured way
• Seek for and find creative, cost effective solutions
• Know how to manage a project
• Are flexible, adaptable Team players

Grade
50-60

How to apply for this career opportunity?
We appreciate hearing from all qualified candidates by submitting your application by e-mail [click here to send your resume] or by using our Online Application Form. For questions and more information about the Technical Support Specialist - Mobility (S)IP-DECT vacancy, please contact Jon Brooke on phone number 035-6891132. Website: Website