Tier 2 Support Engineer
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.
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.
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.
Common Essential Duties and Responsibilities for NOC & TAC Telecom Engineers:
Responsible for updating Remedy ticketing systems.