Operations Support Engineer – Tier 2
LCCPlano, TX, USjob_description.job_card.30_days_ago
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job_description.job_card.job_descriptionBachelor’s degree in Electronics, Computer Engineering, Computer Science, or comparable experience Knowledgeable on 4G and 5G technologies would be a plus Cisco CCNA certification is a plus At least 2 years in a TAC / Tier2 support organization or equivalent experience supporting a telecommunications vendor Experience managing trouble tickets and obtaining status from work groups Experience troubleshooting SS7 / IS41 / MEGACO / SIP signaling networks Call processing experience; preferably in a wireless network User-level experience using UNIX / LINUX commands Basic knowledge of IP networks (routers, protocols, VLANs etc) Basic knowledge of transmission / backhaul technologies (T-1, SONET, Microwave) Experience as a telecommunications vendor is a plus Experience / knowledge of Sprint and Verizon Wireless Network is a plus"
Job Description
Tech Mahindra Network Services is working with a client in Plano, TX. We have multiple openings for Operational Support Engineers – Tier 2
- Responsible for managing customer requirements based on reports, emails and phone calls by identifying issues and taking ownership of the issue
- Effectively manage all aspects of a customer’s Sev1 or Sev2 outage from start to finish
- Effectively manage low severity trouble tickets including completion by due date, follow up with customer and Engineering as needed, and provide status to the customer and management
- Ability to provide on-site technical support at the customer’s location if needed
- Ability to develop, validate and execute the Method-of-Procedures (MOPs)
- Perform advanced troubleshooting and analysis of customer data
- Analyze network events and performs root cause analysis to prevent similar impairments / outages in the future
- Work with Engineering / HQ to develop the RCAs as needed and provide it to customer to close off our commitment
- Ability to provide high satisfaction of resolution to customers for any issue
- Perform duties with limited supervision
- Understand how Samsung’s equipment interacts in the customer’s network for data gathering and troubleshooting purpose
- Develop customer specific reports that allow TAC to monitor / analyze the customer’s network
Job Requirements
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Operation Support • Plano, TX, US