Description du poste
WE ARE RECRUITING OSS IT ENGINEER


Job Description
- The OSS (Operational Support Systems) Technical Support Engineer (TSE) is an important point of contact with customers, responsible to provide exceptional Customer Service while providing accurate and efficient technical support. The TSE works with external customers, product development, verification teams, project management, marketing teams,
- Technical Support Organization and contractors or customer sites providing customer service and technical support for all Operational Support System products.
- Responsible for Wireless and Wireline OSS products including M2000, U2000, I2000 support, testing and troubleshooting.
- Provide on-site and remote support to Operators on OSS product issues.
- Perform upgrade, routine inspection, and system diagnosis for the live network. Troubleshoot hardware and software issues and identify network/applications issues.
- Use TAC tools, technical knowledge, lab equipment, trouble ticket system and on-line resources for high quality and speedy customer issue resolution.
- Provide training and technical support to colleagues and subcontractors who work for us and deploy OSS hardware installation and commissioning.
- Monitor Key Performance Indicator (KPI) and performance measurement analysis
- Demonstrates and practices regularly the skills necessary to handle any CS and/or Technical Support call type that is routed through the center in this function.
- Evaluate customers concerns and resolve problems to customer satisfaction.
- Follows up with customer to ensure first call resolution and achieves and delivers 100% customer satisfaction.
- Contribute to improvement of ticket handling and other operational quality KPIs

- Develops and maintains healthy long-term relationship with all stakeholders
- Full compliance to cyber security rules set forth for protection of Customer data


Profil du poste
Qualifications
- BS or MS in Electrical Engineering, Computer Science Engineering or equivalent with 3-7 years of related telecom engineering experience and strong focus on Operational Support Systems (OSS)
- Strong troubleshooting capabilities and proven related working experience
- Working knowledge on Java, Perl, Python scripting as well as north bound and south bound communication protocols
- Strong knowledge of SNMP and similar network management protocols
- Knowledge of or experience with WCDMA, LTE, GSM, CDMA, TDMA wireless technologies and network infrastructure (BTS, BSC, MSC, OMC, PDSN) and protocols (SS7, IS-95, IS-2000, TCP/IP).
- Co-op or Internship work experience in a technology environment would be an asset. Knowledge of signaling analysis, call flow, cell drop analysis and/or experience with UMTS and LTE are definite plus.
- Excellent interpersonal skills and strong written and spoken English communications skills.
- Possess a good team spirit and have the ability to work in a fast paced and dynamic environment.
- Self-starter, capable of taking initiative to identify and resolve problems. Able to travel up to approximately 25% of the time.
- Able to work shift work including night / weekend periodically and irregular hours as required