Job ID:
Tier 2 Support Engineer - TAC
Applications Invited from Countries:
United States
Job Description



• Provide support to multi-functional team of R&D, Program Management, Core Networking, RF Engineering, Transport and Technical/Training Support to fulfill multi-technology wireless networks monitoring across customer markets. The goal is to eliminate the impact of alarms on KPIs and system performance. Scope includes the following:
• 7X 24 Alarm Monitoring and creating trouble tickets Alarm Troubleshooting: Analyze the severity of the alarms to understand the service impact and take corrective actions (Reset RRH, change system parameters, etc. via LSM commands) to clear the alarms
• Engage Tier 2/Tier 3 Support teams as necessary and capture system logs
• Notify various Samsung teams when on-site troubleshooting is required
• Engage Field Support team to schedule on-site tech visits and provide troubleshooting support
• Document troubleshooting steps and update the Trouble tickets
• Escalate issues to upper management for “critical service impacting” issues (Sev 1 & Sev 2) and meet the SLA requirements
• Perform Alarm trending and generate reports for Samsung teams as necessary
• Document tickets and follow through until closure upon clearing the Alarms
• Other duties as assigned

• Bachelors’ or Masters’ Degree in engineering (EE, CE, ME, CS, or equivalent technical degree) with 2+ years of industry experience
• Prior experience of using element management system (EMS) with GUI and CLI. Samsung experience of LSM, or vLSM, VSM, or USM is a plus
• Prior experience of using ticketing and reporting tools
• Knowledgeable of Wireless Network and Mobile Interworking (Core, BSC, RAN or IP) network elements
• Strong interpersonal skills, ability to take ownership, and the ability to identify and solve problems quickly in a fast-paced environment
• The ability to develop and maintain excellent working relationships with multiples levels within the company and with external contacts
• Demonstrated English language competency in both oral and written communication modes for both internal and external communications
• Work under very little supervision and guidance to identify and ensure achievement of team goals and to complete individual work assignments within established time frames
• The demonstrated ability to solve problems involving highly diverse conditions requiring creativity to search for solutions among learned things
• Interact with all levels within the organizations