Technical Support Engineer
Gurugram, India
5d ago

Technical Support Engineer

at Empirix (View all jobs) Gurugram, India

Technical Support Engineer telco enterprise / mobile / carrier networks

Empirix is looking for an intermediate level Support Engineer to join the Technical Support team, providing technical end-user support to solve difficult, highly technical issues with the hardware and software used to monitor TDM, VOIP and Mobile Packet devices for Service Providers and Enterprise organizations.

Our products include network monitoring and analysis systems for 2G / 3G / 4G Mobile networks, Mobile Broadband (MBB), Next Generation Networks (NGN), IMS, and IP Core for Telecom Carriers and Enterprise Networks.

Our customers among the largest telecommunication service provides globally.

The Role

You will be tasked with providing technical support for various product platforms in Empirix's suite of products. These products include Service Assurance solutions (E-XMS, IntelliSight) and Telephony Testing and Monitoring platforms (Hammer, OneSight, Voicewatch).

Responsibilities include :

  • Triage incoming support requests for assignment to support reps
  • Provide support to standard and 24x7 premium customers as well as Empirix field service personnel
  • Work directly with customer to determine the cause and resolution of the support request
  • Maintain case notes for each support request, detailing actions taken and resolution steps
  • Properly understand the fault, configuration and performance and solve it or escalate to engineering
  • Ensure Technical assistance is carried out in accordance to SLA
  • Reproduce customer issues in internal lab environment
  • Direct customer knowledge base article(s) to help resolve the issue
  • Create knowledge base article when issue is resolved
  • Track individual customer escalations and work appropriate organization groups (engineering, product management, customer care) to reach timely and satisfactory resolution to problems
  • Perform installations and upgrades on all Empirix products within sphere of responsibilities
  • Provide maintenance support for customers’ installed telecommunication systems, receiving calls and tickets on HW and SW problems
  • Provide detailed technical documentation and other deliverables
  • Support upgrades to new versions or delivery of new services
  • Minimum requirements

  • 3+ years’ experience providing customer facing support
  • Bachelor degree in Telecommunications / Software Engineering or equivalent
  • Excellent written and verbal communication skills (English required)
  • Ability in troubleshooting complex technical issues
  • Proven track record of working in a team environment
  • Knowledge of Voice (CS) or Packet Switched (PS) signaling
  • Ability to use packet capture tools eg : Wireshark
  • Basic / intermediate troubleshooting skills eg : log configuration and collection, packet traces, signaling protocol analysis, dump collection, patch installs, basic log analysis
  • Familiarity with Linux based (SLES, RedHat, CentOS) and / or Windows Server operating systems
  • Highly motivated for learning new technologies and acquiring new skills
  • Previous work or study experience abroad
  • Familiar with Linux operating systems and / or Windows Server
  • Knowledge of Oracle databases
  • SQL query skills
  • Knowledge of 2G / 3G / 4G mobile networks architecture and main call flows
  • Knowledge of IP networks, security topics, routing, tunneling, media protocol (RTP / RTCP)
  • Knowledge in TDM and VoIP protocols and related technologies such as SIP, H.323, ISDN, RTP / RTCP, H.248 / MEGACO, MGCP and SS7 (C7, Sigtran)
  • Knowledge in MBB protocols and related technologies such as GSM, GPRS / EDGE, UMTS, LTE (S1AP, 11, BSSAP, CAMEL, RANAP, MAP, GTP-C, GTP-U)
  • Process development, and support for team members
  • Availability to travel : 10%
  • What we offer :

  • Competitive salary
  • Great opportunities to learn new skills and competences
  • Exposure to the latest mobile network technologies
  • Collaborative work environment
  • Opportunity to travel to HQ in Boston, MA, as well as to customer sites.
  • Location :

    The position requires stable presence in our offices located in Gurgaon, (India).

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