Network Engineer (Telecom)

Insight Global; Brookhaven (GA); Presencial; USD 55 000 - 62 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Medical benefits

401(k) plan

Paid time off

Resumo da oferta

Insight Global is seeking a hands-on technical support professional to assist with device and eSIM provisioning readiness, activation troubleshooting, and messaging/voice service operations. The role involves incident management, troubleshooting, and documentation across telecom networks and related platforms.

The ideal candidate will work with cross-domain teams to resolve issues, participate in resiliency testing, and contribute to knowledge bases and dashboards.

Qualificações

• Experience in telecom network troubleshooting and incident management.
• Strong written and verbal communication skills.
• Willingness to work in a technical-support role with escalation to senior engineers.

Responsabilidades

• Provisioning & Activation Support — troubleshoot eSIM/pSIM provisioning, activation, and entitlement failures using runbooks; document findings and escalate unresolved issues.
• Messaging & Voicemail Operations — triage SMS/MMS delivery issues and related notifications.
• Resiliency Testing Support — participate in lab resiliency test events with test scripts and results.
• Documentation & Knowledge Base — maintain MOPs and knowledge articles; contribute content to knowledge sharing platforms.
• Monitoring & Reporting — build and maintain dashboards and reports for device, eSIM, messaging, and network KPIs.
• Incident Participation — act as technical contributor on bridges and coordinate with incident management teams.

Conhecimentos

telecom network troubleshooting

communication skills

problem solving

documentation

Ferramentas

ServiceNow

AOTS

Torch

Kibana

Elasticsearch

Splunk

Grafana

OPUS-type platforms

Descrição da oferta de emprego

Job Description

Role Focus: Hands-on technical support role responsible for device and eSIM provisioning readiness, activation troubleshooting, messaging and voice service operations. Executes assigned work within established operational frameworks, escalating complex or cross-domain issues to more senior technical personnel. 4G and 5G experience is helpful.

Key Responsibilities:1. Provisioning & Activation Support — Troubleshoot eSIM/pSIM provisioning, activation, and entitlement failures using established runbooks; document findings and elevate unresolved or systemic issues.2. Messaging & Voicemail Operations — Triage 2nd 3rd tier level incident management associated with SMS / MMS delivery concerns including internal Amdocs Notification Manager (ANM ) for service and Marketing messaging concerns.3. Resiliency Testing Support — Participate in OCS/DRA resiliency test events; prepare lab connectivity, execute test scripts, and capture results for senior review.4. Documentation & Knowledge Base — Maintain MOPs, escalation matrices, technical clarification and troubleshooting guides; contribute content to the Network Community of Practice. Create and/or review knowledge articles for support teas as required for new initiatives and updates.5. Monitoring & Reporting — Coordinate building and maintaining dashboards and recurring reports for device, eSIM, messaging, and network-service KPIs; flag anomalies and trends.6. Incident Participation — Serve as a technical contributor on bridges; liaison to Cricket Incident Management team and AT&T Operations to represent Cricket, own ticket hygiene, timeline documentation, and follow-up action items.

Technology & Systems Familiarity (Ideal Candidate)

eSIM / Device Domain eSIM architecture and GSMA SGP.22 remote SIM provisioning concepts; SM-DP+ / SM-DS Entitlement Configuration Server concepts; device entitlement & activation flows IMEI/TAC validation, device whitelisting, OMA-DM / carrier bundle and config updates UICC/pSIM fundamentals, OTA SIM updates OEM device certification lifecycle and lab test executionCore Network & Charging Online Charging System (OCS) and Diameter Routing Agent (DRA) Diameter interfaces (Gy, Gx, S6a) and basic signaling flow interpretation IMS / VoLTE / VoNR call flows; SIP fundamentals 4G EPC and 5G SA/NSA core elements (MME/AMF, SGW/SMF, UPF, HSS/UDM) Messaging & Voice Services SMSC / MMSC, SMPP, RCS (Universal Profile / Jibe-based delivery) Sinch and messaging aggregator/vendor interfaces Visual Voicemail and voicemail platform operations Number provisioning, porting, and routing basics Tools & Platforms ServiceNow and AOTS for incident/change/problem management Torch, Kibana/Elasticsearch, Splunk, Grafana for log analysis and dashboarding Provisioning/order-management and subscriber-care systems used in your BU (e.g., Telegence/OPUS-type platforms — confirm the correct current system names with your BU) Ericsson RADCOM network tracing tool for Session, Packet layer evaluation familiarization Basic scripting for reporting/automation (Python, SQL, shell) — preferred, not required Professional skills Strong written and verbal communication skills, with the ability to communicate effectively with technical teams, business partners, operations teams, and leadership. Strong troubleshooting mindset with a focus on identifying underlying technical issues rather than simply addressing symptoms. Curious and proactive, with a willingness to investigate potential problems instead of waiting for issues to be assigned. Able to identify opportunities to improve processes, service reliability, monitoring, and operational effectiveness. Ability to translate technical conditions and findings into clear explanations of potential business and subscriber impact. Comfortable working across multiple technical domains and collaborating with internal teams and external vendors during troubleshooting and incident resolution. Strong attention to documentation, follow-through, and operational discipline. Strong sense of ownership and operational curiosity, with a natural drive to investigate services or processes that are not performing as expected and help identify opportunities for improvement.

Skills and Requirements

• telecom network troubleshooting experience and
• good communication skills
• Experience working at a telecom company or with a telecom vendor like EricssonCompensation:$40/hr to $45/hr.Exact compensation may vary based on several factors, including skills, experience, and education.Employees in this role will enjoy a comprehensive benefits package starting on day one of employment, including options for medical, dental, and vision insurance. Eligibility to enroll in the 401(k) retirement plan begins after 90 days of employment. Additionally, employees in this role will have access to paid sick leave and other paid time off benefits as required under the applicable law of the worksite location.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to [e-mail].