Description:
Responsibilities
• Answer phone calls professionally and communicate clearly with Customers and Internal teams
• Triage incoming tickets, investigate, troubleshoot and work on ticket resolution
• Perform system level log captures/analysis of several Network elements in the 4G/5G Network architecture to identify root causes of product and key performance issues. Represent the TAC Team in customer calls & bridges and during high severity outage situations.
• Ensure the latest ticket status ticket status is provided to the customers
• Software and patch upgrades on network element to support feature testing and issue resolution verification
• Provide 24X7 support as needed for commercial Network outages and network performance issues.
• Implement MOPS, knowledge based articles, and how to procedures.
Experience
• Customer service skills including answering phone calls
• At least 2-5 years of experience in Telecom environment.
• Willing to work any shift assigned – morning/mid/night shift and weekends
• 4G LTE and 5G wireless basic knowledge and experience
• Basic Knowledge of wireless network architecture, protocols, RF optimization and standards
• Knowledge of wireless network deployments, installation and commissioning processes.
• Experience using an OSS platform for network management
Educational Requirements
• Bachelor’s degree in Telecommunication Engineering or Network Engineering
• Basic knowledge of 4G and 5G technologies is a must
• Basic understanding of Virtualized and cloud networking is a plus
• User-level experience using UNIX/ LINUX commands is must (Advanced Unix skills is a plus)
• Excellent Microsoft Office Skills required - Advanced Excel Skills with macro/VB is a plus
• Shell scripting or any scripting knowledge is a plus