We are looking for a Technical Engineer.
Responsibilities:
● Responsible for handling Level 2 analysis, trouble shooting and resolution.
● Responsible for handling product queries.
● Handling all the communication related to the assigned customer accounts.
● Coordinating the issues internally and with outsourced partners,service providers (MNO’s,ISPs,ILD / NLDcarriers) and onsite teams.
● Responsible for maintaining and making available up-to-date contact information, supported product lists, technical information regarding products, troubleshooting information, all known fault handling information and other information of general use.
● To interface with customers for all CSRs internal and external.
● Emergency CSR handling on a 24/7 service level, with on call support.
● Implement workarounds to limit customer downtime. Subsequently follow-up and ensure implementation of permanent solution.
● Participate or organize Technical Call Bridge to address technical diagnostics & collaboration with customers and partners.
● Maintain all the connectivity and account details from a support perspective to provide efficient support.
● Ensuring SLAs to better level than customer contract.
● To execute tasks allocated by the reporting manager in a timely manner
● Coordination with customer/partner SPOC for all technical aspects
● Coordination with customer/partner SPOC for Hardware / VM / Software Installation.
● Configuration including OS install, RAID configuration, high availability module, IP allocation.
● Multitask and handle various tasks based on priority.
● On-site assistance to Network Specialist for connectivity (e.g. MPLS) related technical and logistics aspects.
● Coordination with customer/partner SPOC for all on-site tasks including structured cabling, labelling, rack mounting, equipment powering etc.
● Coordination with customer L1 / NOC teams including basic and detail level filtration & troubleshooting.
● Coordination with L3 team.
● Incident management, reporting, RCA preparation.
Qualifications:
● Educational Qualification: Relevant Engineering or Technology Field.
● Work experience, preferable in anO&M VAS & IOT environment with a mobile operator.
● Solaris/Linux/Shell scripting – Knowledge. Python scripting knowledge preferred.
● Database – Oracle/MySQL – understanding of database is a must. Good knowledge of SQL.
● Domain Knowledge – GSM, SS7/SIGTRAN/Diameter. Conversant with Call flows and routing VAS/Core ,3G/4G/5G.
● Protocol knowledge (any or all): MAP/CAMEL/INAP/GPRS/Diameter/SMPP.
● Network Element Knowledge: OCS, PCRF, Kafka, Zookeeper, Tomcat.
● Working knowledge of CDRs/Billing.
● Tools like Wireshark, Postman, Jenkins, Ansible.
● Working knowledge on API Workflow &Testing.
Work Experience:
● 4 – 6 years of experience.
● Strong analytical troubleshooting work experience.
● Customer incident management and support experience.
● Customer Managed Service Experience.
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