Engineer I, Customer Support

1 week ago

Bangalore Karnataka, India Parallel Wireless Full time

The Parallel Wireless Professional Services PS organization is looking for a Customer Support Engineer to perform remote network monitoring and KPI reporting The ideal candidate will possess technical experience in the Radio Access Network RAN of mobile phone service provider industry As part of PW s PS organization this role would interface with PW s service provider customers as well as PW Technical Support Systems Engineering and Development Engineering teams What you will do Will be part of a 24x7 remote network monitoring team working on a rotating shift basis Responsible for KPI and technical reporting for the Customer Support team Collaborate with peer teams to identify their specific reporting requirements Deliver daily weekly and monthly reports to internal teams Define and document methodologies and procedures for recurring reports Implement automations to reduce the report generation effort and to increase accuracy in the reporting results and information Assist with the presentation and explaining technical analysis KPIs Statistics and Root Cause Analysis to customers for their production environment and mission critical systems Understand system management on a wide range of network technologies including GSM UMTS LTE 5G and proprietary systems Perform first level technical support and analysis on issues found during network monitoring What we are looking for Minimum 3 to 5 years of hands-on technical support or similar experience in the Radio Access Network of the mobile phone industry Direct experience presenting and explaining detailed KPIs and metrics to Customers and internal company teams Strong interpersonal skills with the ability to cultivate a motivated and cohesive team environment Must be able to work in 24x7 shift environment with a flexibility to work diverse schedule Experience in RAN or RF Engineering a major plus Experience in any one of the 5G LTE UMTS GSM and other Radio Access Technologies Experience with LAN WAN Routing protocols TCP IP QoS Tunneling and security protocols Unix Linux systems knowledge Kubernetes AWS server virtualization and cloud experience a plus Knowledgeable in wireless operator methods and practices Strong written and verbal communications skills Ability to understand technical issues A team player who works well with shared responsibilities Ability to adapt quickly to changing environments and manage parallel time-critical tasks Good understanding of 3GPP standards Experience with Excel or other statistical analysis tools Ability to multi-task in a fast-paced environment Education Bachelor s B E or Master s degree M E or in Electronics Tele-Communication Computer Science Engineering or equivalent training education and experience

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