Pro Staff

Tier 2 Support Engineer

Employer
Pro Staff
Location
Plano, TX
Posted
Aug 14, 2019
Closes
Sep 13, 2019
Ref
1_547586
Contact
Pro Staff
Category
Other
Job Type
Employee
Employment Status
Full Time
Tier 2 Support Engineer

Plano, TX

12 Month Contract with the possibility for extension

#547586

 

Position Summary:

  • Provide assistance to NOC (Network Operations Center).
  • Assist the Network Deployment team in the integration of new LTE & 5G sites and migration of legacy sites of the RAN equipment into the existing network.
  • Generate periodic reports on equipment deployed to determine performance and relate the same to other teams within the organization.
  • Provision/Commission LTE & 5G RAN equipment with parameters provided by RF Engineering.
  • Troubleshoot network connectivity issues betweenthe core and cell-site routers and their configuration.
  • Support the Sprint Tier I and Tier II NOC by answering questions on the Samsung equipment, assisting during trouble shooting, and identifying root cause.
  • Manage post migration issues including issue resolution and rescheduling the event.
  • Manage escalations from the Sprint NOC / NTAC to the Samsung technical assistance and higher level support centers.
  • Additional responsibilities would require running reports, tracking escalations and other key performance indicators.
  • Develop automation test scripts based on the carrier requirements.
  • Analyze carrier requirements and develop test scripts based on these carrier requirements.
  • Execute the test scripts developed by them and ensure compliance of test cases with the carrier requirements.
  • Provide assistance to TAC (Technical Assistance Center).
  • Review technical training materials.
  • Research and review new technologies and services
  • Ability to assist in the design and create telecommunications systems
  • Assist in development, revisions and execution of: scripts, MOPs and ECNs
  • Attend in-house training given by TAC training personnel.

     Common Essential Duties and Responsibilities for NOC & TAC Telecom Engineers:

  • Perform knowledge sharing with all team members to enhance training.
  • Providing technical assistance and knowledge to other engineers.
  • In-depth analysis and troubleshooting of issues including escalation to senior engineers as required.
  • Conduct knowledge sharing with team members during staff meetings.
  • Provide training and assistance to customers regarding customer’s telecommunications equipment.
  • Working with customers on a day-to-day basis to resolve customer network issues.
  • Provide technical support to client and its customers over phone and email.

    Responsible for updating Remedy ticketing systems.

  • Assist in physical installations issues on site and remotely.
  • Generate customer specific reports to assist in providing network stability.
  • Manage Sev1 & Sev2 issues for all carriers.
  • Manage all tasks described in Sev1 & Sev2 processes.
  • Assist in determining customer network issues; proactively identifying issues and updating team leads, management and engineering teams.
  • Foster, supportive and respectful environment for all internal team members and external customers
  • Promote open line of communication within the organization.
  • Demonstrate Flexibility in performing other tasks and duties required by the customer and management, and ability to support the workload with schedule changes.
  • Ability to handle situations on his/her own with little or no supervision.
  • Ability to make decisions based on employer, client, and customer priorities
  •  

    Background and Experience:

  • Bachelor’s Degree in engineering (EE, CE, ME, CS) with 5+ years of experience or equivalent work experience required.
  • Prior experience in commissioning engineering activities a plus.
  • Very familiar with the Wireless Network and Mobile Interworking (Core, BSC, RAN or IP).
  •  

    Physical and Mental Demands:

  • Provide continuous support to customers 7X24.
  • Report to work at prescribed shift change.
  • Taking ownership of activities during the shift.
  • Work generally is performed in an office or lab environment.
  • Operate PC and product test equipment more than 75% of work time.
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