Job description

We are seeking a Tier II Operations Support Engineer – TAC to join our Wireless Networks team. In this position you will manage all aspects of a customer’s Sev1 or Sev2 outages from start to finish. You must have the ability to provide on-site technical support on the customer premise as needed. Must have current wireless technologies knowledge of LTE, 4G, AND 5G. Must have experience defining root cause analysis of outages and the ability to develop, validate and execute the Method-of-Procedures (MOPs). This role will require good technical skills.

Responsibilities:

• 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

Qualifications:

• 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 / Tier 2 support organization or equivalent experience supporting a telecommunications vendor
• knowledgeable on XRAN and ORAN models
• Ability to work in System Integration lab, customer labs, and commercial networks for reproducing, troubleshooting and investigating poor performance related issues
• Strong customer support skills as well as data analysis of logs and PCAPS etc
• Provide 24/7 on-call support as needed for commercial Network outages and network performance issues. Also provide technical reviews and provide support to customers as needed
• Experience with wireless network architecture, protocols, RF optimization and standards
• Develop Root Cause Analysis (RCA) on outages or market performance issues (e.g., throughput, accessibility, sustainability, handovers (Intra/X2/S1), capacity and coverage)
• Ability to review various Engineering MOPs and identify missing steps or issues if any
• Ability to proactively perform data audit, SW/FW audit, and health check of the OSS if needed
• Be able to collect logs and perform log analysis for discussions with Tier3 and Management on various issues
• Provide updates and resolutions on open tickets
• E2E CallP test, integration and testing of various 5G/4G nodes such as eNB, AU, vDU, vCU
• 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 Type: Full-time

Pay: $100,000.00 - $115,000.00 per year

Benefits:

• Dental insurance
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Parental leave
• Referral program
• Vision insurance

Schedule:

• 10 hour shift
• Monday to Friday
• Overtime

Work Location: In person

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