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