Assistant Maintenance Manager (Tier 3 Support)

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.