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Product Support Engineer

5 months ago

Gurugram, India TEOCO Full time

DUTIES & RESPONSIBILITIES

Providing technical support for TEOCO software (tools / technology) via email, telephonically, remote Webex sessions or on-site (on need basis). Providing support on-site or off-site in three main areas: InstallationUpgradeTroubleshooting Provide product support services around TEOCO tool suite (for e.g. Asset Radio, Backhaul, Design etc.). Work on Customer UTS tickets, escalations and close cases within stipulated SLA targets. Stay up-to-date on TEOCO software portfolio and the technology involved. Interact with TEOCO R&D (Dev, QA, PE) to discuss customer issues and ensure UTS tickets are closed within the stipulated SLA. Follow TEOCO customer support escalation process at all times. TEOCO software solution(s) delivery. Customer training around TEOCO software portfolio. Train / Mentor new or inexperienced team members joining in the team.

EXPERIENCE & QUALIFICATION

Criteria :

4+ years experience Tech / B .E in Electronics and Communication Engineering or equivalent.

Technical Skills:

Tech / B .E in Electronics and Communication Engineering. Strong knowledge of Wireless Telecommunications standards & protocols is mandatory for the role. Strong knowledge of wireless technologies like GSM, UMTS, LTE, 5g-NR, FWA etc. is mandatory for the role. Clear knowledge of spectrum availability & use for all above wireless standards. Strong knowledge of Microwave / Transmission technology standards & protocols. Strong concepts around Antenna Theory and type of antenna like Micro, Mini, Pico, Dipole, In-building etc. Knowledge of Telecom Softwares like: RF Planning tools like ASSET, ATOLL, Mentum Infovista PLANET, NETACT etc. RF Optimization Tools like MENTOR, FORTE, ERA etc. Microwave/Transmission tool like Asset Backhaul, Asset Capacity, Pathloss, Ellipse etc. ACP tools like Advantage, Capesso, Merit etc. Frequency planning tools like ILSA, Sonority, FORTE etc. GIS tools like MapInfo, Global Mapper, Vertical Mapper, QGIS etc.