About the role
· Become an established technical troubleshooting “expert” supporting & providing guidance to the Field Engineers globally to install Freespace products and resolve issues with products/connectivity.· Responsible for on-site deployments, post install reports, backend changes as per field inputs, System go-live and analytics set-up.· Provide technical expertise for all questions arising during the trouble shooting process. Respond to questions arising from different client stakeholders with corresponding technical responses.· Use your project and internal / client stakeholder management expertise to develop, agree and deliver technical projects for larger complex issues.· Identify trends and potential problem sources escalating, where necessary. Gather data and share finding· Investigate queries and liaise with product team, if necessary, to ensure problems are resolved. Determine the root cause issues and thoroughly document resolutions and workarounds as Knowledge Based articles.· Lead and participate in continuous improvement reviews to evaluate the process and identify areas for development.· Be competent with how internal & external third-party platforms operate. Establish key contacts & relationships with internal & external colleagues.· Act as a primary interface with the Development Team on any escalations from client users and own the resolution path for detailed technical solutions to issues.· Develop and regularly maintain a great general knowledge of all Freespace products to help define new ways of trouble shooting & investigation issues.· Coordinate with Support team & Account Management in the organization to provide updates on issues identified & working progress.The Person:· A genuine commitment to placing the customer first.· A positive can-do attitude, able to work on own initiative.· Ability to make decisions, compile reports based on data analytics.· Able to work fast and solve problems under pressure at times of high workload and competing priorities.· Remain focused, composed, optimistic and flexible in difficult situations, resilient and bounce back from failures or disappointments.· Focuses on results and desired outcomes and how best to achieve them.· Comfortable working with ambiguity & to question to gain full understanding.· An ongoing commitment to learning and self-improvement.· A willing and helpful person who thrives on providing support for the team to achieve their goals.· Flexible; willing to shift work hours where needed to remotely support global field Operations in a 24*7 rotational setup.
Required skills & experience:· Bachelor’s degree in ENTC, Electronics, or relevant engineering stream.· Minimum 4 years of experience in network and control systems.· Knowledge of network services.· Knowledge of Router and AP troubleshooting.
- Basic Knowledge of AutoCAD