Operation support engineer

Company: TeleWorld Solutions Inc
Location: Plano
Posted on: May 14, 2022

Job Description:

TeleWorld Solutions is a strategic wireless engineering and consulting firm offering network operators, OEMs and tower companies turnkey design, optimization, network dimensioning and deployment services. With the experience of hundreds of thousands of successful implementations, including macro, DAS, Small Cells, and Wi-Fi, the world's leading network operators and OEMs trust our knowledge and experience to plan, perform, troubleshoot and implement an array of technologies and solutions. TeleWorld helps customers plan, design, manage, measure and monetize opportunities throughout the network lifecycle and across every element of their network.

We are currently looking for a Operation Support Engineer Tier 2 With our client in Plano TX.

Location: Remote (Until office reopens)

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

Requirements:
--- Bachelor'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

Keywords: TeleWorld Solutions Inc, Plano , Operation support engineer, IT / Software / Systems , Plano, Texas