Mobile Telecom Support Engineer

OXIO Corporation•Remote, Remote

About The Position

We’re looking for a Mobile Support engineer to help grow our telecom team. This role will be hands on and you will work with our telecom team, core engineering team, and Level 1/2 customer support escalation groups, in order to monitor, troubleshoot, and properly escalate real-time core network or infrastructure issues that could affect customers. Your role will be part of the telecom team within a dynamic and busy telecom company and will work alongside individuals who are highly experienced and experts in their field. This is a great opportunity for someone who wants to learn all about mobile telecom networks. You will maintain and improve the OXIO’s network and provide technical support, fault investigation and troubleshooting of all issues on the network. You will keep the performance of our telecom network at optimum levels by ensuring that network/application problems are detected and corrected according to agreed KPI and SLA.

Requirements

10+ years experience working in a telecom environment doing L3 support or similar roles.
Protocol signalling analysis and troubleshooting in different protocols and interfaces of 2G/3G/4G/VoLTE networks.
Solid understanding of OSI model and TCP/IP networking, both IPv4 and IPv6.
Analysis of signalling traces using Wireshark.
SS7 signalling network troubleshooting.
Proficiency with Grafana, Prometheus, ElasticSearch.
Basic Python / Linux / Bash knowledge.
Ability to work on a 24/7 on-call rotating roster.
Excellent written and verbal communication skills.
Excellent interpersonal skills.
Proficient English written and spoken.

Nice To Haves

Good understanding of Mobile Networks 2G/3G/4G/5G

Responsibilities

Monitor, troubleshoot, and escalate real-time core network or infrastructure issues.
Maintain and improve the OXIO’s network.
Provide technical support, fault investigation and troubleshooting of all issues on the network.
Ensure network/application problems are detected and corrected according to agreed KPI and SLA.
Troubleshoot complex issues by analyzing end to end call traces in several protocols and interfaces (MAP, TCAP, RANAP, DIAMETER, SIP, GTP, GTPv2, S1AP, SGsAP,IuCS, IuPS, Gr, Gn/Gp, S6a, S11, S5/S8, Gm, Rx, Cx etc.).
Troubleshoot International Roaming issues (voice and data) reported by outbound subscribers.
Work with worldwide mobile operator engineers to make live tests and perform analysis to find the root cause.
Create on-demand dashboards to monitor specific metrics or to validate restoring of services after failures.
Provide technical support to NOC engineers to analyze and solve issues.
Liaise with MNOs to represent the telecom team on the country.
Respond to L3 telecom incidents, NOC hotline calls and emails.
Perform L3-level troubleshooting and resolve or escalate telecom matters.
Develop KPIs and other metrics to monitor key aspects in mobile network performance.
Develop training material related to signalling / troubleshooting / best practices.
Report and coordinate faults rectification with other operators and service providers.
Troubleshoot, document, and assess proper escalation channel and team or group.