Job ID:
Tier 2 Support Engineer - TAC
Job Description
Responsible for managing customer requirements based on reports, emails and phone calls by identifying issues and taking ownership of the issue • Effectively manage all aspects of a customer’s Sev1 or Sev2 outage from start to finish • Effectively manage low severity trouble tickets including completion by due date, follow up with customer and Engineering as needed, and provide status to the customer and management • Ability to provide on-site technical support at the customer’s location if needed • Ability to develop, validate and execute the Method-of-Procedures (MOPs) • Perform advanced troubleshooting and analysis of customer data • Analyze network events and performs root cause analysis to prevent similar impairments/outages in the future • Work with Engineering/HQ to develop the RCAs as needed and provide it to customer to close off our commitment • Ability to provide high satisfaction of resolution to customers for any issue • Perform duties with limited supervision • Understand how Samsung’s equipment interacts in the customer’s network for data gathering and troubleshooting purpose • Develop customer specific reports that allow TAC to monitor/analyze the customer’s network Requirements: • Bachelor’s degree in Electronics, Computer Engineering, Computer Science, or comparable experience • Knowledgeable on 4G and 5G technologies would be a plus • Cisco CCNA certification is a plus • At least 2 years in a TAC/ Tier2 support organization or equivalent experience supporting a telecommunications vendor • Experience managing trouble tickets and obtaining status from work groups • Experience troubleshooting SS7/ IS41/ MEGACO/ SIP signaling networks • Call processing experience; preferably in a wireless network • User-level experience using UNIX/ LINUX commands • Basic knowledge of IP networks (routers, protocols, VLANs etc) • Basic knowledge of transmission/ backhaul technologies (T-1, SONET, Microwave) • Experience as a telecommunications vendor is a plus • Experience/knowledge of Sprint and Verizon Wireless Network is a plus