Job Description
Customer Support Engineer (Deployment/Managed Services) The Company has a new and exciting opening which offers a great opportunity to learn and work in a dynamic and emerging technology sector. The successful candidate will also have the opportunity to interact with an excellent group of technologists as well as some of the world’s most advanced Mobile Network Operators (MNO).The role offers a fantastic opportunity to join Anam’s Deployment/Managed Services teams. These dynamic groups provide deployment, managed services and consultancy to our international customer base of Mobile Network Operators. The position offers an excellent opportunity to learn about Telecommunications Networks, security and messaging in particular while working in a fast-paced environment.Post Covid-19, the role will also offer the candidate the opportunity for some global travel.Role and Responsibilities:Maintenance of live systems adhering to structured Service Level Agreements (SLAs).Provide an excellent and consistent customer service experience to our clients.Product deployment and customer on-boarding.Collect and analyse data from Live Messaging Nodes to determine optimal performance and trends.Generation & validation of customer facing reports.Utilize and manage bug tracking ticketing system (Jira/Bugzilla) to prioritize work.Live systems performance monitoring and product support.Troubleshooting of pre and post deployed systems.Participation in 24*7 support rota.Daily interaction with customers, internal engineering and analytics teams.Requirements and Experience:Degree in Computer Science/ IT or equivalent.Minimum of 2 years operations/support experience preferably in Telecoms/IT.UNIX Proficient (Redhat-Linux).Previous Telco Billing knowledge/experience an advantage.Scripting experience; Shell, Perl, Python an advantage.SQL/ELK/RDBMS knowledge (MySQL) or similar. DB data extraction skills an advantage.Protocol knowledge of SS7/Diameter/SMPP an advantage.Previous customer support / troubleshooting experience an advantage.Knowledge of Wireshark or other packet capture analysis tools.Networking (IP) experience/concepts (routing tables/bonding/configuring IP switches).ITIL certification an advantage.Telecoms knowledge of GSM, SMSC, MAP an advantage.Ability to understand and resolve or escalate issues quickly.Excellent analytical & team working skills.Strong listening and problem solving skills, with close attention to detail.Ability to multi-task and prioritize workloads, strong time-management skills.Clear, articulate and concise verbal and written communication.Self-starter with the ability to work independently in a pressurized environment.Experience in Service Management highly desirable.Ability to travel to customer sites globally. #J-18808-Ljbffr