3-8 years of technical support experience in telecom.
Strong knowledge of telecom protocols like SS7, SIP, Diameter.
Experience with Linux administration and troubleshooting.
Excellent communication and time management skills.
Requirements:
Handle customer issues related to Mclaw solutions and escalate as needed.
Maintain SLA and provide timely solutions.
Perform root cause analysis and troubleshooting using debugging tools.
Coordinate between customers and engineering teams to resolve issues.
Job description
Responsibilities:
On a day to day basis, youll be responsible for issues raised by Anritsu customer on Mclaw solutions
· 24X 7 team coverage by working in shifts .Weekend and public holiday coverage availability
· Mainitaining SLA and providing solutions within timelines
· Act as Point of escalation for issues and concerns on specific problems relating to assigned region or country and is responsible for ensuring follow up and fault resolution on Mclaw
· Able to selfdrive customer requirements and prioritize work through personal responsibility, accountability, and teamwork.
· Ability to create INDEPTH technical issue and resolution root cause analysis (RCA) leveraging debugging tools and develop solutions to meet customer needs, this may involve installation & upgrade activities
· Identify and report product issues and prioritize resolution with the engineering teams
· Troubleshooting debugging e.g. tcpdump, wireshark, traceroute, route.
· Drive communication between customer and engineering teams, providing detailed communications and instructions
· Create and maintain knowledge base articles to prevent & resolve similar issues quickly
· Preparing step by step activity procedure, performing live activities during maintaince window after customer approval
· Create Root Cause Analysis documentation
Desired SkillsQualification:
· Handson experience with ticket tools, SLA & customer support handling
· 38 years of experience based with Technical Support experience and configuration management
