Operations Support Engineer

Job Description Job Description

Job Title: Operations Support Engineer - Tier 2

Location: Plano,TX

Job Type: 8 Months

Job Summary:

• 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 Client'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

Company Description

Telnet, Incorporated is a consulting firm providing complete Telecom and IT solutions globally. Established in 1995, Telnet has been providing innovative and competitive solutions to wireless operators, equipment vendors, as well as government and other commercial entities, in form of turnkey operations or technical outsourcing. Telnet provides its clients with superior products and customized solutions that give them the edge in today's competitive market place. Telnet's dedicated staff is committed to your success.

Company Description Telnet, Incorporated is a consulting firm providing complete Telecom and IT solutions globally. Established in 1995, Telnet has been providing innovative and competitive solutions to wireless operators, equipment vendors, as well as government and other commercial entities, in form of turnkey operations or technical outsourcing. Telnet provides its clients with superior products and customized solutions that give them the edge in today's competitive market place. Telnet's dedicated staff is committed to your success.