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Technical Support Specialist

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ROLE SUMMARY

This role involves providing technical support to customers with complex technical issues.

  • A bachelor's degree in a relevant field, such as Telecommunication or Computer Engineering, is required. Relevant experience should total at least 13 years.
  • The ideal candidate will have expertise in deploying software upgrades, audits, and network expansions, and will be able to troubleshoot and resolve complex technical situations.
  • Strong customer service skills are essential, including the ability to interact with customers, provide workarounds, and ensure that Service Level Agreements (SLAs) are met.
  • The successful candidate will also be skilled in debugging using standard logs, and will have experience with implementation, integration, acceptance testing, operation and maintenance, and/or care for radio products.

In addition to these qualifications, the following skills would be highly valued:

  • Experience with various log collection and processing tools, such as 3rd party certification (e.g., RedHat, AWS).
  • Understanding of case handling, including emergency support activities.
HOW YOU WILL CONTRIBUTE AND WHAT YOU WILL LEARN
  • You will be the primary point of contact for customers experiencing technical difficulties.
  • You will be responsible for ensuring customer SLA compliance and KPI quality performance levels, and for managing and building customer relationships on a day-to-day basis.
  • You will provide follow-up to customers and keep case information updated in the support tool.
  • You will perform initial diagnosis of incidents and apply existing knowledge to find solutions.
  • You will collect logs using UTF, perform log analysis using available post-processing tools, and use advanced analytical skills to solve complex problems.
  • You will collaborate effectively in a mixed environment and work with R&D teams to fix defects.
  • You will participate in daily/weekly meetings within GSD and with Market & Customer teams to review progress and enhance resolution efficiency.