Assistant Maintenance Manager (Tier 3 Support)
Posted Updated
In this position, you will:
- Provide deep technical support for complex terminal / UE issues escalated from Tier 2 Maintenance Team and/or the client, i.e.,handset firmware faults, SIM card issues, CPE (Customer Premises Equipment) problems, device interoperability failures, and application-level issues on end-user devices.
- Perform root cause analysis of complex terminal faults that cannot be resolved by Tier 2, i.e.,deep-dive diagnosis of handset software/firmware bugs, SIM card profile issues, device-network interoperability problems, and application failures on end-user devices.
- Support terminal-related preventive and corrective maintenance at a specialist level, i.e., device firmware upgrade planning and validation, SIM card profile management, batch device health analysis, and terminal fleet management advisory.
- Provide specialist technical input for terminal system upgrades, new device onboarding, and fleet replacement, i.e.,technical evaluation of new handset/CPE models, firmware validation, and deployment planning support.
- Develop and maintain terminal technical documentation at a specialist level, including deep technical fault analysis reports, device troubleshooting guides for Tier 2 reference, firmware release notes, and device specification documents.
- Provide technical mentorship and knowledge transfer to Tier 2 Maintenance Support Specialists and Engineers on terminal/UE technology, building tier-2 capability to resolve a wider range of terminal issues at the second line.
To be successful in this position, you should meet the following requirements:
- Possess at least one Bachelor’s degree in Electronics or Telecommunications or Information Engineering or equivalent.
- At least five (5) years of operation, administration and maintenance hands-on experience with User Equipment (UE) / terminal devices in 4G or 5G mobile broadband environments, including handsets, CPE, SIM cards, and mission critical device management.
- Excellent command of written & spoken English, Cantonese and Mandarin.
- Strong analytical and problem-solving skills, with proven ability to perform deep root cause analysis of complex terminal faults and propose effective resolutions.
- Excellent teamwork and communication abilities.
- Strong knowledge of terminal device operations & maintenance (O&M) procedures, device lifecycle management, and fleet management best practices.
- Expertise in terminal interoperability testing with mobile networks (4G/5G), IMS/MCX platforms, and various network elements
- Proficient in terminal firmware analysis, device troubleshooting tools, diagnostic protocols, and log analysis.
- Experienced in managing terminal technical documentation, fault analysis reports, and device specification records.
- Ability to provide specialist technical support for escalated terminal incidents and guide Tier 2 staff in complex terminal troubleshooting.
- Strong knowledge with O&M and OAM procedures, ensuring compliance in all maintenance activities.
- Ability to provide specialist technical support for escalated incidents.
- Competence in second‑line operational and maintenance works.
- Skilled in maintaining accurate records of terminal maintenance activities and system status.