Job Title: Tier II TAC Support Engineer

Job Location: Plano, TX 75023

Openings: 6

Position Summary:

*Provide assistance to NOC (Network Operations Center).*

o Assist the Network Deployment team in the integration of new LTE & 5G sites and migration of legacy sites of the RAN equipment into the existing network.

o Generate periodic reports on equipment deployed to determine performance and relate the same to other teams within the organization.

o Provision/Commission LTE & 5G RAN equipment with parameters provided by RF Engineering.

o Troubleshoot network connectivity issues between the core and cell-site routers and their configuration.

o Support the Tier II NOC by answering questions on the Samsung equipment, assisting during trouble shooting, and identifying root cause.

o Manage post migration issues including issue resolution and rescheduling the event.

o Manage escalations from the NOC / NTAC to the Samsung technical assistance and higher level support centers.

o Additional responsibilities would require running reports, tracking escalations and other key performance indicators.

o Develop automation test scripts based on the carrier requirements.

o Analyze carrier requirements and develop test scripts based on these carrier requirements.

o Execute the test scripts developed by them and ensure compliance of test cases with the carrier requirements.

o Provide assistance to TAC (Technical Assistance Center).

o Review technical training materials.

o Research and review new technologies and services

o Ability to assist in the design and create telecommunications systems

o Assist in development, revisions and execution of: scripts, MOPs and ECNs

o Attend in-house training given by TAC training personnel.

Common Essential Duties and Responsibilities for NOC & TAC Telecom Engineers:

o Perform knowledge sharing with all team members to enhance training.

o Providing technical assistance and knowledge to other engineers.

o In-depth analysis and troubleshooting of issues including escalation to senior engineers as required.

o Conduct knowledge sharing with team members during staff meetings.

o Provide training and assistance to customers regarding customer’s telecommunications equipment.

o Working with customers on a day-to-day basis to resolve customer network issues.

o Provide technical support to client and its customers over phone and email.

o Responsible for updating Remedy ticketing systems.

o Assist in physical installations issues on site and remotely.

o Generate customer specific reports to assist in providing network stability.

o Manage Sev1 & Sev2 issues for all carriers.

o Manage all tasks described in Sev1 & Sev2 processes.

o Assist in determining customer network issues; proactively identifying issues and updating team leads, management and engineering teams.

o Foster, supportive and respectful environment for all internal team members and external customers

o Promote open line of communication within the organization.

o Demonstrate Flexibility in performing other tasks and duties required by the customer and management, and ability to support the workload with schedule changes.

o Ability to handle situations on his/her own with little or no supervision.

o Ability to make decisions based on employer, client, and customer priorities

Background and Experience:

o Bachelor’s Degree in engineering (EE, CE, ME, CS) with 5 years of experience or equivalent work experience required.

o Prior experience in commissioning engineering activities a plus.

o Very familiar with the Wireless Network and Mobile Interworking (Core, BSC, RAN or IP).

Necessary Skills and Attributes:

Physical and Mental Demands:

o Provide continuous support to customers 7X24.

o Report to work at prescribed shift change.

o Taking ownership of activities during the shift.

o Work generally is performed in an office or lab environment.

o Operate PC and product test equipment more than 75% of work time.