Harmonic is expanding the capacity of the Technical Field Support team in Taiwan with a combined expertise in Media & Networking technologies due to the on-
going expansion of local installed base with focus on IT / Network / Media domain.
The Senior Network Field Service Engineer (SNFSE) performs Media Network infrastructure Engineering / Advising, installation, integration, commissioning, test, training, tuning, troubleshooting activities for the Network environment aspect of Harmonic products / software to customers in Taiwan and occasionally in the North-East Asia region.
In addition, and if not already possess knowledge and experience in Broadcast Media, the SNFSE will be trained and excelled specifically in Compression Head-
end workflow and technologies. Ultimately the work exposure ratio is 40 (Network) : 60 (Broadcast Media).
Delivering pre and post sales technical expertise and support to Harmonic’s customers in Taiwan, both on-site and remotely.
Attending reported cases meeting with major customer(s) and Harmonic Service and Support Management.
Tracking and resolving equipment / Application software performance related issues linked to the Customer Network or Data center and in conjunction with Harmonic application partners.
Defining commissioning and customer acceptance testing procedures with his colleagues from Product and Application software support.
Having some experience in network security to advise customers and assist in case of breach.
Teaming with the Taiwan support FSE in conjunction with Harmonic’s 24 / 7 global Technical Assistance Centre (TAC), as required.
Provisioning technical and operational training to Harmonic’s customers and partners.
Use of Harmonic’s internal customer relationship management SFDC and equipment / service databases to ensure accurate logging of relevant details.
Work complex problems where analysis of situations or data requires in-depth evaluation of multiple factors.
Use independent, professional judgment to avoid errors that would impact customer operations. Able to diagnose and resolve incident or situation on a timely manner and independently from close supervision, perform escalation when needed
Required Skills & Experience
3-5 years Working knowledge and / or experience with IT and Network technologies.
A technical degree in Electrical or Electronics Engineering / Computer Science / IT-Network Industry (3 or more years) is required
Active Cisco Certifications or equivalent
Mandatory Networking Technologies qualifications like : Cisco CCNA or CCNP Routing and Switching is mandatoryCisco CCNA Security and CCNA Datacenter an advantage
Having Broadcast Media technologies working experience is an advantage or have eagerness to learn. If not already possess, he / she must be open to follow training and developed specifically in Compression Headend technology in order to succeed in this role.
This position requires frequent customer site attendance, Taichung and Taipei areas, less frequent across Taiwan and occasionally further afield, often at short notice due to the nature of the work.
Possess excellent customer relationship skills, eager to learn, an energetic team player, and an ability to maturely and professionally manage complex customer issues with the appropriate level of initiative and independence.
Native or bilingual Chinese Mandarin language and professional level of English language proficiency are compulsory (speaking and writing).
This position requires flexibility in working hours, be on-call for critical cases, and or under possible assignment to a rotation with colleagues for such 24 / 7 on-call basis.