L1 Support Engineer

Level 1 Support Engineer

Bucharest, Romania 

Full Time – Shifts 11.5h 

Network Operations
Aeris is at the forefront of the "Internet of Things" (IoT) industry, building networks and applications to enable Fortune 500 clients to fundamentally improve their businesses. We believe IoT will have a profoundly positive impact on the world for generations to come. The improvements made possible through IoT—improving patient care, preserving our natural resources, eliminating vehicle fatalities, and providing power to remote parts of the world—are just now being realized. Headquartered in Silicon Valley with offices around the world, Aeris is the preeminent cellular IoT player globally powering critical projects across energy, connected vehicles, transportation, retail, healthcare and more.

Aeris provides a SaaS based connectivity management platform for mobile operators and enterprises. It enables organizations to realize new revenue streams from a vast variety of devices while simplifying the process and reducing the cost of connecting them to benefit from economies of scale. The platform provides access to key functionality including subscription management, eSIM/eUICC management via world class APIs and operator and enterprise self-service portals. This is built on core tenants of cloud computing and intelligence (AI/ML). And thanks to our deep expertise and our extensive trusted partner network, we are the go-to destination for those wishing to roll-out high quality global IoT deployment.

As a Level 1 Support Engineer you will be providing technical assistance across the complete range of technology, networks and systems. You will be responsible for ticket registration, monitoring and analyzing statuses, resolving technical issues. Written and spoken Japanese proficiency is a requirement as you will primarily support our Japanese customers and partners.

Responsibilities: 

• Coordinate, support and execute proactive and reactive maintenance activities to ensure that high quality services within agreed SLAs.
• Be the single point of contact for our customers technical issues and provide translation between customer and other technical teams
• Receive, acknowledge and work on trouble tickets raised by our customers and partners.
• Create, monitor and follow-up escalation tickets to second level teams when necessary.
• Monitor and react to events generated by the nodes, applications and systems.
• Create and deliver reports and dashboards of KPIs.

Requirements:

• Finished school – Graduated from telecom university is a plus.
• Availability to work in 24/7 shifts or on Japan time zone.
• Good knowledge of Linux and SQL databases.
• Good knowledge of IP communication - CCNA or similar certification is a plus
• Proficiency in English (written and spoken).
• Knowledge of mobile telecom networks is a plus.
• Knowledge of scripting (Python, BASH) is a plus.
• Ability to react quickly, also very good communication and collaboration skills.
• Perseverance, interest in documenting and problem solving, practical spirit, advising, helping and developing others, tact, understanding, ambition, self-confidence.
• Analytical technical thinking.