Key Facts

Remote From:

Fixed term

Mid-level (2-5 years)

English

Hard Skills

Communications Protocols Linux Help Desk Support Root Cause Analysis Company Administration Configuration Management InstaLOD Telecom Infrastructure

Other Skills

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Troubleshooting (Problem Solving)
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Time Management
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Teamwork
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Communication
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Problem Solving

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
· Strong knowledge of Telecom protocols (SS7, CAMEL,SIP,Diameter) Architecture (GSM,UMTS,4G), calls flows
· Strong knowledge in Linux & troubleshooting
· InstallationConfigurationAdministration
· Excellent communication, time management, and process adherence skills