Ingeniero de Soporte Técnico L2

Responsibilities:
Responsible for handling Level 2 analysis, trouble shooting and resolution.
Responsible for handling product queries.
Handling all the communication related to the assigned customer accounts.
Coordinating the issues internally and with outsourced partners,service providers (MNO’s,ISPs,ILD / NLDcarriers) and onsite teams.
Responsible for maintaining and making available up-to-date contact information, supported product lists, technical information regarding products, troubleshooting information, all known fault handling information and other information of general use.
To interface with customers for all CSRs internal and external.
Emergency CSR handling on a 24/7 service level, with on call support.
Implement workarounds to limit customer downtime. Subsequently follow-up and ensure implementation of permanent solution.
Participate or organize Technical Call Bridge to address technical diagnostics & collaboration with customers and partners.
Maintain all the connectivity and account details from a support perspective to provide efficient support.
Ensuring SLAs to better level than customer contract.
To execute tasks allocated by the reporting manager in a timely manner
Coordination with customer/partner SPOC for all technical aspects
Coordination with customer/partner SPOC for Hardware / VM / Software Installation.
Configuration including OS install, RAID configuration, high availability module, IP allocation.
Multitask and handle various tasks based on priority.
On-site assistance to Network Specialist for connectivity (e.g. MPLS) related technical and logistics aspects.
Coordination with customer/partner SPOC for all on-site tasks including structured cabling, labelling, rack mounting, equipment powering etc.

Qualifications:
Educational Qualification: Relevant Engineering or Technology Field.
Work experience, preferable in anO&M VAS & IOT environment with a mobile operator.
Solaris/Linux/Shell scripting – Knowledge. Python scripting knowledge preferred.
Database – Oracle/MySQL – understanding of database is a must. Good knowledge of SQL.
Domain Knowledge – GSM, SS7/SIGTRAN/Diameter. Conversant with Call flows and routing VAS/Core ,3G/4G/5G.
Protocol knowledge (any or all): MAP/CAMEL/INAP/GPRS/Diameter/SMPP.
Network Element Knowledge: OCS, PCRF, Kafka, Zookeeper, Tomcat.
Working knowledge of CDRs/Billing.
Tools like Wireshark, Postman, Jenkins, Ansible.
Working knowledge on API Workflow &Testing.

Work Experience:
4 years of experience.
Strong analytical troubleshooting work experience.
Customer incident management and support experience.
Customer Managed Service Experience.