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IoT Global Service Operations Center Engineer

3 months ago

Noida, India Aeris IoT SaaS Full time

At Aeris, we are at the forefront of the IoT revolution, connecting more than 70 million cellular IoT devices globally in our IoT Platform Services via our telecom operator partners and enterprise customers, providing cutting-edge SaaS solutions that enable businesses to harness the power of connected devices. Our largest industry segments are Automotive, Utilities and Transport & Logistics, using eSIM technologies. Headquartered in Chicago with offices around the world, Aeris is the preeminent IoT software company globally powering critical projects across energy, connected vehicles, transportation, retail, healthcare and more.


As a Service Operations Engineer, you will provide technical support to customers world-wide. Will demonstrate excellent interpersonal skills while troubleshooting technical issues, provide timely customer feedback, and support roll-out of new applications, among other duties.


Key Responsibilities:

  • Troubleshooting technical issues directly with customers with various technical skill levels • Diagnosing and repairing faults
  • Engaging with customers directly to quickly get to the root of their problem
  • Taking a customer through a series of actions to resolve a problem
  • Provide support in the form of procedural documentation
  • Managing multiple cases at one time
  • Showing a passion for continued learning, staying abreast of new technology and techniques
  • Manage your own workload by accurately gauging timelines and meeting deadlines
  • Work across teams and communicate with leadership, product owners, and other technologists


Basic requirements:

  • Degree in Computer Science or Information Technology or Telecommunications and 10+ years of IT helpdesk, technical engineering support and customer service experience within a high traffic environment
  • Experience with network monitoring software, IP network and applications to read logs (Wireshark)
  • Experience with running trace logs for telecom troubleshooting
  • Experience with Salesforce, Zendesk or ticket tracking best practice
  • Good written and verbal communication
  • Consistent attention to detail
  • High level of commitment
  • Team Player
  • Customer focus approach and sense of urgency


Preferred Requirements:

  • Experience in Core network/Paco operation
  • Certification in Microsoft, Linux, Network Plus or Cisco is advantageous
  • Knowledge of GSM Network / WCDMA network / 3G/LTE network/ service applications characteristics and capabilities is preferable but not mandatory


Aeris is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, gender, sexual orientation, gender identity or expression, religion, national origin, marital status, age, disability, veteran status, genetic information, or any other protected status.