IoT 2nd Line Service Support Engineer

It ensures the high availability and optimal performance of the customer's infrastructure and all IT and Telecom services that are supported. It continuously improves the performance of systems and optimizes existing work methods. It adapts and contributes to the harmonization of hardware and software solutions based on customer requests, offering them cost-effective and high-quality services. It contributes to the harmonization of hardware and software solutions based on customer requests, offering them cost-effective and high-quality services. Ensures technical communication with corporate clients and management teams (IM / CM / PM) and helps to maintain stable services. With these activities you will have a great impact on our business: Performs monitoring and troubleshooting activities to maintain hardware and software systems in good working order, using available tools. Performs an impact analysis, proposes, verifies and manages the implementation of the technical solution related to the basic functionality of the software, with the final result being the resolution of incidents and advanced technical problems and implicitly improving the customer experience. Provides high-level technical support and promptly resolves incidents arising in the operation of hardware and software systems. He is prepared to work on-call outside normal working hours. Provides 24/7 technical support, collects information from the client or from the monitoring systems and promptly resolves incidents arising in the operation of hardware and software systems. Ensures the coordination of incidents and major escalations, both external and internal For some of the solutions provided, modify and adapt the existing software solutions after a validation with other technical teams, for a better performance and experience offered to the client. Provides technical information to customers about events and alarms that affect the services, using the agreed communication methods. Collaborates with other specialized technical teams to resolve complex incidents, transmitting information taken from the customer or monitoring systems to other technical teams to modify and adapt hardware and software solutions, for a better customer experience. Works in accordance with operational agreements and to meet key service performance indicators (speed, response time, error rate) Analyzes the information collected from customers and/or performance monitoring systems, proposes solutions and transmits these results/recommendations to other technical teams to modify and adapt the software solutions of the equipment. The end result is solving complex technical incidents (including software bugs) and improving the customer experience. Revises the technical and functional specifications of IT systems in the process of modification or adaptation of hardware and software solutions; Create work instructions and operational technical procedures for the consolidation of knowledge and skills among the team. Advanced knowledge in Telecom on the following technologies: Core Telecom Network (2G/3G/4G) and IP networks Circuit Switch: SMSC, HLR, HSS and Packet Switch: GGSN, PGW, DNS Knowledge of protocols: GTP, RADIUS, Diameter, IP, BGP, MPLS, L3-VPN, IPSEC, SS7 Experience using packet capture software eg: Wireshark, Ethereal (tcpdump etc). Fluent in written/verbal communication in English Experience in solving advanced problems, detailed analysis and implementation of solutions. Sounds like the perfect job?