Operations Support Engineer – Tier 2

Tech Mahindra Network Services•Plano, TX

8d•Onsite

About The Position

Tech Mahindra Network Services is working with a client in Plano, TX. We have multiple openings for Operational Support Engineers – Tier 2. This role is responsible for managing customer requirements based on reports, emails, and phone calls by identifying issues and taking ownership. The engineer will effectively manage all aspects of a customer’s Sev1 or Sev2 outage from start to finish, as well as low severity trouble tickets, ensuring completion by the due date, following up with customers and Engineering as needed, and providing status updates to the customer and management. The position may require on-site technical support at the customer’s location. The engineer will develop, validate, and execute Methods of Procedures (MOPs), perform advanced troubleshooting and analysis of customer data, and analyze network events to perform root cause analysis and prevent future impairments/outages. Collaboration with Engineering/HQ is expected for developing RCAs to be provided to the customer. The role demands providing high customer satisfaction for issue resolution and performing duties with limited supervision. Understanding how Samsung’s equipment interacts within the customer’s network for data gathering and troubleshooting is crucial. Additionally, the engineer will develop customer-specific reports to allow TAC to monitor/analyze the customer’s network.

Requirements

Bachelor’s degree in Electronics, Computer Engineering, Computer Science, or comparable experience
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)

Nice To Haves

Knowledgeable on 4G and 5G technologies would be a plus
Cisco CCNA certification is a plus
Experience as a telecommunications vendor is a plus
Experience/knowledge of Sprint and Verizon Wireless Network is a plus

Responsibilities

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
Provide on-site technical support at the customer’s location if needed
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
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