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Posted 1mo ago

Operations Support Engineer – Tier 2

@ Tech Mahindra
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Plano or United States
OnsiteFull Time
Responsibilities:managing outages, troubleshoot network, analyze data
Requirements Summary:2+ years in TAC/Tier2 support, network troubleshooting, and customer issue ownership. UNIX/Linux, IP networks, SS7/SIP knowledge; CCNA a plus; Bachelor's in electronics/CS or equivalent.
Technical Tools Mentioned:UNIX, LINUX, IP networking, SIP, SS7, MEGACO, IS41, T-1, SONET, VLAN, Cisco, Networking hardware
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Job Description

Tech Mahindra Network Services is working with a client in Plano, TX. We have multiple openings for Operational Support Engineers – Tier 2

  • Responsible for managing customer requirements based on reports, emails and phone calls by identifying issues and taking ownership of the issue
  • Effectively manage all aspects of a customer’s Sev1 or Sev2 outage from start to finish
  • Effectively manage low severity trouble tickets including completion by due date, follow up with customer and Engineering as needed, and provide status to the customer and management
  • Ability to provide on-site technical support at the customer’s location if needed
  • Ability to develop, validate and execute the Method-of-Procedures (MOPs)
  • Perform advanced troubleshooting and analysis of customer data
  • Analyze network events and performs root cause analysis to prevent similar impairments/outages in the future
  • Work with Engineering/HQ to develop the RCAs as needed and provide it to customer to close off our commitment
  • Ability to provide high satisfaction of resolution to customers for any issue
  • Perform duties with limited supervision
  • Understand how Samsung’s equipment interacts in the customer’s network for data gathering and troubleshooting purpose
  • Develop customer specific reports that allow TAC to monitor/analyze the customer’s network
  • Bachelor’s degree in Electronics, Computer Engineering, Computer Science, or comparable experience
  • Knowledgeable on 4G and 5G technologies would be a plus
  • Cisco CCNA certification is a plus
  • At least 2 years in a TAC/ Tier2 support organization or equivalent experience supporting a telecommunications vendor
  • Experience managing trouble tickets and obtaining status from work groups
  • Experience troubleshooting SS7/ IS41/ MEGACO/ SIP signaling networks
  • Call processing experience; preferably in a wireless network
  • User-level experience using UNIX/ LINUX commands
  • Basic knowledge of IP networks (routers, protocols, VLANs etc)
  • Basic knowledge of transmission/ backhaul technologies (T-1, SONET, Microwave)
  • Experience as a telecommunications vendor is a plus
  • Experience/knowledge of Sprint and Verizon Wireless Network is a plus"