Lead Support Engineer

In Technical Customer Support, we are focused on how we can empower, help, and advise Anritsu customers. We engage in solving complex problems with network monitoring solutions we create and sell to the customers, we collaborate and share the knowledge with each other, and we innovate on solutions to enable our customers to make the most of multidimensional Service Assurance solutions for network monitoring and optimization.

Our Support Team resides in different locations such as Italy, Germany, Slovakia, UAE, Norway etc., we speak many languages and we come from a variety of cultural backgrounds. We are looking for talented people with a passion for solving complex issues and an obsession for customer happiness.

The Lead Support Engineer oversees support engineer management, team coordination, internal communication between team members and other departments, first level customer escalations, planning support activities, ticket resolution in according with the SLA.


MAIN RESPONSIBILITIES AND DUTIES:

• Coordination with Project Manager for SW Update/Upgrade planning
• Responsible about execution and timeline
• Responsible to coordinate members for plan execution/ticket resolution.
• Have a good overview of the customer's system installation
• Maintain an up-to-date version of system customer info documents
• Join hand over meeting for projects to be handover to Support
• Resolving Incidents and Problems both directly from customers and through Technical Escalation
• Taking ownership of technical issues, and working with R&D to resolve more advanced issues when necessary
• Documenting troubleshooting and problem resolution steps
• Answering questions from customers and prospective customers about the features and capabilities of our systems
• Implementing fixes and solutions where appropriate, either via discussing directly with customer, via email, via remote control or onsite
• Possibility to visit customer

- Additional holiday entitlement
- Flexible working time
- Meal vouchers fully covered
- Life insurance
- Team building activities
- WorkSMART@Anritsu
- EAP Program
- Occasional international travels

To apply, please email your CV in English to [email protected] quoting the job reference M4 022.