Customer Support & Professional Services Engineer

Job Reference Number & Location:

  • Jinny42/Canada: Enghouse Systems Limited, 80 Tiverton Court, Suite 800, Markham, Ontario (Toronto) L3R 0G4, CANADA
  • Jinny42/Brazil: Jinny Software Latin America, Av. Dr. Cardoso de Melo, 1470 – conj 603, Vl. Olímpia, CEP:04548 – 005, São Paulo – SP, Brazil
  • Jinny42/Ireland: Jinny Software Ltd., 29 Anne Street North, Dublin 7, Ireland
  • Jinny42/Lebanon: Millennium Software affiliate of Jinny Software Ltd., 1st floor, Antoine Samra center, Main road Fanar (Metn), Lebanon
  • Jinny42/Malaysia: Jinny Software Ltd., 4807-01-18, CBD Perdana 2, Jalan Perdana, Cyber 12, 63000 Cyberjaya, Selangor, Malaysia

Department: Customer Support & Professional Services

Position Overview: 

  • Provide 1st level of technical support for Jinny’s solutions including next generation messaging and call & media products, for new and existing deployments (chiefly at mobile network operators)
  • Deploy or upgrade projects for integration of new or upgraded systems at customers sites (onsite and remotely)

Key Responsibilities:

Customer Support:

  • Handling customer support requests from initiation through to closure
  • Troubleshooting problems, answering customer queries, handling configuration requests and installing software updates
  • Logging and tracking support requests using the Helpdesk CSR logging tool
  • Writing technical reports and customer facing procedure documents
  • Escalating complex technical issues to senior engineers or product specialists either locally or in other Regional / Support Centers

New System Deployments:

  • Building and configuring new systems for deployment at customer sites (Staging)
  • Deployment of new/upgraded solutions within the operators’ network (onsite and remotely)
  • Projects implementation at customer sites (Hardware installation, Product integration/configuration and testing)
  • Project reporting and site documentation
  • Logging and tracking Project issues using the Jinny Helpdesk logging tool
  • Writing technical operations and customer facing procedure documents
  • Writing Unix Shell scripts

Key Requirements:

  • University graduate, Computer or Telecom engineer degree
  • Minimum of 1-2 years in an IT / Telecoms Support or Operations role
  • Working knowledge of Unix OS system administration, networking and Database admin (Linux and Mysql an advantage)
  • Solid understanding of mobile network protocols (e.g. SS7, IP, SMPP & SNMP), infrastructure and architectures
  • Good troubleshooting skills
  • Excellent communication skills. Good listener. Team player. Positive attitude is a must. Able to keep a good relation with customers. Flexible and cooperative
  • Fluency in English (verbal and written) communications is essential (an additional language is an advantage)
  • Able to work under pressure and be quality oriented
  • Available to take part in 24 x 7 support coverage roster
  • Willing to travel extensively on company business

Applicants:

Interested candidates must be smart customer focused team players with a common goal, solution driven, willing to contribute immediately and be capable of learning quickly in a fast changing business environment.

The appointed individuals will be offered an attractive remuneration package, which will reflect the importance of this position.

Applicants should email a detailed curriculum vitae, in strictest confidence to Corina Tudose quoting the Job Reference Number and the position title.

PLEASE NOTE: Only short listed candidates will be contacted.