Technical Support Engineer

 


Role
and Responsibilities:





•              Strong
knowledge and experience with 4G / 5G 3GPP technologies

•              Strong
knowledge and experience supporting/working on wireless network deployments
(LTE/5G), SW/FW upgrades, installation and commissioning process

•              Ability
to manage work flow in a ticketing system. Document issues/support request
raised by customer and provide updates until issue resolution in the Remedy
Sales force ticketing tool

•              Working
with customers on a day-to-day basis to resolve customer network issues and
provide technical support over the phone and email

•              Support
the customer C&I team by answering questions on the Samsung equipment,
assisting during trouble shooting, and identifying root cause.

•              Potential
to grow into a Tier 3 or technical SME role

•              Desire
to serve in a lead capacity with ability to train and direct activities of
junior engineers

•              Ability
and desire to cross train on different RAN Technologies

•              Manage
escalations on pre commercial sites during customer C&I activities with
Samsung higher Tiers

•              Provide
debug log analysis, check network configuration, and support customer as
needed.

•              Experience
troubleshooting RAN / RF performance issues.

•              Experience
with wireless network architecture, protocols, RF optimization and standards

•              Be
able to review various Engineering and Operational MOPs and provide feedback

•              Review
and provide updates and resolutions on open tickets before escalation to a
higher support tier

•              Build
strong relationship with higher support tier teams to gain knowledge and
collaborate in order to gain expertise

•              Strong
communication (oral and written) and good presentation skills

•              Lead
calls successfully with customers on technical discussions where there may be a
difference in opinion.  Overcome
adversity and resolve issues with alignment

•              Contribute
in the adaptation of tools for process improvement, automation, and increasing
efficiencies

•              Provide
On Job Training to the customer on a quarterly basis and as needed

•              Meet
ticket quality and productivity standards

•              Perform
knowledge sharing with all team members to enhance training

•              Lead
calls successfully with customers on technical discussions where there may be a
difference in opinion.  Overcome
adversity and resolve issues with alignment

•              Strong
knowledge in LTE and 5G network architecture (RAN and CORE Network Elements)
and IP network

•              Prior
experience in commissioning, integration and network support related activities
is a must

•              Experience
with wireless network architecture, protocols, RF optimization and standards

•              Strong
communication (oral and written) and good presentation skills

•              Experience
with Samsung RAN products is a plus

•              Senior
level customer support experience with mobile wireless network carriers

•              Previous
experience in a Senior or Lead support role with a leading network equipment
manufacture

•              Ability
to write basic or advanced scripting in Unix, Python or other programming
languages is a plus

•              Experience
with use of AI to enhance productivity and efficiency preferred

•              BS EE
or CS or other related field required. MS EE or CS or other related field
preferred.

•              5
years minimum of telecom related work experience

•              Strong
knowledge of wireless network architecture concepts especially in RAN domain

•              Experience
with Virtualized RAN Network and applications

•              Good
knowledge and experience with Unix Bash Shell Scripting and Perl/Expect
Scripting

•              Strong
customer support experience

•              Experienced
in investigating and evaluating data trends for problem resolution

• 
  
  Self-motivated
  individual with the ability to thrive in a team-based or
  independent environment.
  
  


• Detail-oriented with strong
  organization skills.
  


• Ability to work in a
  fast-paced environment.
  


• Limited supervision
  and the exercise of discretion.
  

• Medical
  Plans
  


• Dental
  Plans
  


• Vision Plan
  


• Life &
  Accidental Death & Dismemberment
  


• Short-Term
  Disability
  


• Long-Term Disability
  



• Critical Illness/ Accident/ Hospital Indemnity/ Identity
  Theft Protection
  


• 401(k)