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Job Description
Customer Support Engineer (Deployment/Managed Services) role involves providing exceptional customer service, troubleshooting, and technical support to Mobile Network Operators.
About the Role
The successful candidate will have the opportunity to work with a dynamic team, interact with technologists, and learn about Telecommunications Networks, security, and messaging.
Post Covid-19, the role will also offer the candidate the opportunity for some global travel.
Key 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 (My SQL) 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