Telecom Support Engineer

We’re looking for a talented Telecom Engineer who has the experience necessary to help maintain our existing infrastructure and troubleshoot problems as they arise. We’re a growing company with a team of highly dedicated IT professionals who give their all to help our enterprise flourish. The ideal candidate for this position can prioritize mission-critical tasks and coordinate the construction and expansion of our systems so updates and other maintenance tasks don’t get in the way of daily operations. We’re interested in automating as many of our processes as possible to reduce the potential for human error.

Telecom Support Engineer Responsibilities:

 Troubleshooting & resolving complex technical issues in the customer environment
 Share best practices to reduce problem occurrences
 Present the action plan to the customer and take consent. Also, ensure there is no adverse impact of the action plan on the network.
 Replicate customer environment in Lab
 Escalate the issue in a timely manner
 Keep customer informed and set realistic expectations on issue resolution.
 Contribute to Knowledge Management
 Communication with the project team and with the client.

What you will bring
 Solid know-how in the telecom field (knowledge of telecom signalling protocols (SIP, SS7, and/or Sigtran M3UA)
 Good knowledge of Linux RedHat administration tasks
 Database administration knowledge (we use Oracle / Postgresql / VoltDB).
 Familiar with VMware virtualized environments.
 Degree in computer science.
 An open-minded, solution-oriented and pleasant, team-capable personality.
 Very good English skills.

What you will do
 Managing the next generation of telecom software platforms.
 Timely responding to customers inquiries. Logs cases, provides information & troubleshoots to solve customer problems according to the company’s KPIs for the business
 Manages customer expectations by taking into consideration the entitlement and identifies customer problems
 Keeps customers informed, sets and follows commitments, keeps precise case documentation and case ownership
 Timely elevates and/or escalates to the next level when the case is complex
 Participates in projects for process or quality improvements
 Manages multiple tasks or cases simultaneously with minimal supervision
 Active and self-paced improvement of technical and business process knowledge
 As a member of a team, you will actively support hands-on the entire
implementation cycle.