glassdoor sales-marketing tac tier 1 support engineer 3 (engineering - support engineer 3)

TAC Tier 1 Support Engineer 3 (Engineering - Support Engineer 3)


Job Description

Position Summary:
Provide assistance to NOC (Network Operations Center).
oAssist 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.
oGenerate periodic reports on equipment deployed to determine performance and relate the same to other teams within the organization.
oProvision/Commission LTE & 5G RAN equipment with parameters provided by RF Engineering.
oTroubleshoot network connectivity issues between the core and cell-site routers and their configuration.
oSupport the network customer Tier I NOC by answering questions on the Samsung equipment, assisting during trouble shooting, and identifying root cause.
oManage post migration issues including issue resolution and rescheduling the event.
oManage escalations from the network customer NOC / NTAC to the Samsung technical assistance and higher level support centers.
oAdditional responsibilities would require running reports, tracking escalations and other key performance indicators.
oDevelop automation test scripts based on the carrier requirements.
oAnalyze carrier requirements and develop test scripts based on these carrier requirements.
oExecute the test scripts developed by them and ensure compliance of test cases with the carrier requirements.
Provide assistance to TAC (Technical Assistance Center).
oReview technical training materials.
oResearch and review new technologies and services
oAbility to assist in the design and create telecommunications systems
oAssist in development, revisions and execution of: scripts, MOPs and ECNs
oAttend 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.
oProviding technical assistance and knowledge to other engineers.
oIn-depth analysis and troubleshooting of issues including escalation to senior engineers as required.
oConduct knowledge sharing with team members during staff meetings.
Provide training and assistance to customers regarding customer's telecommunications equipment.
oWorking with customers on a day-to-day basis to resolve customer network issues.
oProvide technical support to client and its customers over phone and email.
oResponsible for updating Remedy ticketing systems.
oAssist in physical installations issues on site and remotely.
oGenerate customer specific reports to assist in providing network stability.
oManage Sev1 & Sev2 issues for all carriers.
oManage all tasks described in Sev1 & Sev2 processes.
oAssist 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
oPromote open line of communication within the organization.
oDemonstrate Flexibility in performing other tasks and duties required by the customer and management, and ability to support the workload with schedule changes.
oAbility to handle situations on his/her own with little or no supervision.
oAbility to make decisions based on employer, client, and customer priorities

Background and Experience:

Bachelor's Degree in engineering (EE, CE, ME, CS) with 2-4 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).

Necessary Skills and Attributes:

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.

Primary Skills:

Wireless Network, Mobile Interworking (Core, RAN, IP), NOC experience
Overall LTE architecture knowledge and understanding of functionalities of all the components
Detail understanding of the call flows and message flows in LTE architecture
Exposure to 5G and overall architecture understanding
Experience in Assisting 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.
Experience for Provisioning/Commissioning LTE & 5G RAN equipment with parameters provided by RF Engineering
Experience in Troubleshooting network connectivity issues between the core and cell-site routers and their configuration.
Experience working as Tier I engineer for LTE based RAN equipments

Secondary Skills:

Telecom experience is a plus

Education:

Bachelor's Degree in engineering (EE, CE, ME, CS) with 2-4 years of experience or equivalent work experience required.
Prior experience in commissioning engineering activities a plus.

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