Operations Support Engineer
Further Enterprise Solutions
- Plano, TX
- Permanent
- Full-time
- Answer phone calls professionally and communicate clearly with Customers and Internal teams
- Triage incoming tickets, investigate, troubleshoot and work on ticket resolution
- Perform system level log captures/analysis of several Network elements in the 4G/5G Network architecture to identify root causes of product and key performance issues. Represent the TAC Team in customer calls & bridges and during high severity outage situations.
- Ensure the latest ticket status ticket status is provided to the customers
- Software and patch upgrades on network element to support feature testing and issue resolution verification
- Provide 24X7 support as needed for commercial Network outages and network performance issues.
- Implement MOPS, knowledge based articles, and how to procedures.
- Customer service skills including answering phone calls
- At least 2-5 years of experience in Telecom environment.
- Willing to work any shift assigned – morning/mid/night shift and weekends
- 4G LTE and 5G wireless basic knowledge and experience
- Basic Knowledge of wireless network architecture, protocols, RF optimization and standards
- Knowledge of wireless network deployments, installation and commissioning processes.
- Experience using an OSS platform for network management
- Bachelor’s degree in Telecommunication Engineering or Network Engineering
- Basic knowledge of 4G and 5G technologies is a must
- Basic understanding of Virtualized and cloud networking is a plus
- User-level experience using UNIX/ LINUX commands is must (Advanced Unix skills is a plus)
- Excellent Microsoft Office Skills required - Advanced Excel Skills with macro/VB is a plus
- Shell scripting or any scripting knowledge is a plus