Offer summary

Qualifications:

3-8 years of technical support experience with configuration management., Strong knowledge of telecom protocols such as SS7, CAMEL, SIP, and Diameter., Proficiency in Linux and troubleshooting techniques., Excellent communication and time management skills..

Key responsibilities:

Provide 24/7 support for Anritsu customer issues related to Mclaw solutions.

Act as a point of escalation for specific problems and ensure follow-up and resolution.

Create in-depth technical issue analysis and develop solutions to meet customer needs.

Drive communication between customers and engineering teams, maintaining knowledge base articles.

Job description

Responsibilities:

On a day to day basis, you'll be responsible for issues raised by Anritsu customer on Mclaw solutions

· 24X 7 team coverage by working in shifts .Weekend and public holiday coverage availability

· Mainitaining SLA and providing solutions within timelines

· Act as Point of escalation for issues and concerns on specific problems relating to assigned region or country and is responsible for ensuring follow up and fault resolution on Mclaw

· Able to self-drive customer requirements and prioritize work through personal responsibility, accountability, and teamwork.

· Ability to create IN-DEPTH technical issue and resolution root cause analysis (RCA) leveraging debugging tools and develop solutions to meet customer needs, this may involve installation & upgrade activities

· Identify and report product issues and prioritize resolution with the engineering teams

· Troubleshooting / debugging - e.g. tcpdump, wireshark, traceroute, route.

· Drive communication between customer and engineering teams, providing detailed communications and instructions

· Create and maintain knowledge base articles to prevent & resolve similar issues quickly

· Preparing step by step activity procedure, performing live activities during maintaince window after customer approval

· Create Root Cause Analysis documentation

Desired Skills/Qualification:

· Hands-on experience with ticket tools, SLA & customer support handling

· 3-8 years of experience based with Technical Support experience and configuration management

· Strong knowledge of Telecom protocols (SS7, CAMEL,SIP,Diameter) Architecture (GSM,UMTS,4G), calls flows

· Strong knowledge in Linux & troubleshooting

· Installation/Configuration/Administration