TECHNICAL SUPPORT EXPERT

TECHNICAL SPECIALIST

Join a key player in digital innovation!

We are Alcatel-Lucent Enterprise. Our vision is to deliver the customized technology experiences our customers need. Our mission is to make everything connect by delivering digital age networking, communications and cloud solutions with services tailored to ensure our customers’ success. In the Cloud. On Premise. Hybrid. ALE is a trusted advisor to more than a million customers all over the world and active in 50+ countries.  Learn more about us on https://www.al-enterprise.com/en/company/about-us

Role/Purpose:
· Permanently focused on Customer Satisfaction,
· Prime role is to deliver the highest level technical support across ALE IP Networking product lines to contracted business partners, channels & customers.
· Attracted by technologies needs to constantly ensure his/her expertise is at the highest level and invest diligently time in training, self training to always reach that excellence expectation.
· Enforced by the technical expertise and experience, will be the main point of contact for every technical question and troubleshoot linked to his specialties and will be motivated in helping
customer, business partner, and also with sales, quality assurance, engineering, field units within the company to resolve any customer issues or requests, via email, problem-report application, or phone.

Principal Duties and Responsibilities:
• Always leverage the technical expertise in order to provide efficient technical support
• Provide technical support to Business Partners certified experts (ACFE/ACSE)
• Resolve customer issues escalated by ALE L1 & L2 support center related to ALE  IP Networking product range (WLAN) with sometimes direct assistance on customer site in case of urgent need
• Escalate technical product issues to Engineering
• Participate in the design of technical bulletins, installation and troubleshooting guides, and Frequent Asked Questions (FAQ) development
• Contribute to the improvement of the product: serviceability and maintainability aspects
• Control the software quality from R&D and get knowledge on the new products or features
• Manage consciously customer technical sensitive issues follow-up with the sense of the priority and the positive communication
• Active participation in the “engineering rules” definition, elaboration & writing.

Am I the right person for this?

This position requires exceptional organizational, troubleshooting, and communication skills, as well as patience, persistence, and a desire to help customers achieve success with our products
• Master’s / Bachelor's Engineering degree in  Computer Science, Information Technology, Network, Telecommunication, Electronics & Communication.
• Certification on Data / WLAN environment (ALE, Cisco, CWNA/ CWNP …)
• In-depth, hands-on experience with 3 or more of the following: Telecommunications equipment, Data networking equipment (Wired & Wireless), VOIP protocols, TCP/IP.
• Knowledge of PC hardware and environment skills (installing and configuring boards, drives,software, Working knowledge of Windows and Linux/Unix)
• Experience writing application notes, white papers, or slide presentations
• Excellent English written and oral communication skills
• Ownership, leadership and independence mindset
• Mobile: Little travel may happen as well as support for off-hours installations, where necessary.

Why ALE?

At ALE, we provide a flexible work environment which grants a work-life balance where you can work from home if needed. As a multicultural and international company, we encourage new ideas and we provide continuous learning opportunities. By living our 3 values: Speed ​​& Agility, Customer Centricity and Reliability, we want you to participate in exciting projects in a work environment that combines our entrepreneurial spirit and international dimension.

As we are building the future, we want to create a better world. We program such as GoGreen, ALE Impact and Together that take our corporate social responsibilities to the next level, and we work on these missions with pride and love. Read more on: https://www.al-enterprise.com/en/company/about-us/csr