Technical Support Engineer

Vanu, Inc.

Lexington (MA)

On-site

USD 60,000 - 80,000

Full time

14 days+

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Job summary

A telecommunications company in Lexington, MA, is looking for a Technical Support Engineer to provide software and hardware assistance to clients. The ideal candidate will have a bachelor's degree in a related field or relevant experience and must be available for flexible hours. Responsibilities include troubleshooting network issues, performing software installations, and collaborating with engineering teams. Strong communication skills and knowledge of Linux and networking are essential.

Qualifications

Must be willing to work flexible hours, including nights and weekends.
Experience in NOC or customer support in a service provider or OEM.
Understanding of GSM, 3G, and LTE architectures and call flows is a plus.

Responsibilities

Provide customer support and technical issue resolution.
Perform software installation and upgrades for customer software.
Troubleshoot operational issues in client networks.
Develop understanding of OS and application-level operations related to products.
Create and maintain documentation of all incidents.

Skills

Verbal communication skills

Written communication skills

Problem-solving skills

Linux Operating systems knowledge

Knowledge of Cisco Routers and switches

Network monitoring skills

Education

Bachelor's degree in Science or Engineering

Equivalent technical degree or 6-8 years experience

Tools

Microsoft Dynamics CRM

Network packet capture tools

SNMP knowledge

Job description

Technical Support Engineer, Lexington, MA

Technical Support Engineer Job Description

Overview

A technical service support position has arisen for a skilled, enthusiastic, and service-oriented technical support engineer in a growing telecommunications company in Lexington, Massachusetts. Vanu Inc is a global leader in providing wireless coverage to the 1.2 billion people worldwide that don’t have coverage today. Joining as a Technical support engineer, you will provide software and hardware support and guidance to existing and potential customers. The technical support engineer provides remote assistance to customers for the operation and maintenance of Vanu key network elements. Key responsibilities include troubleshooting, maintenance, installation and overall support of Vanu software.

Key Job Responsibilities

Provide customer support and technical issue resolution within customer SLA
Perform software installation, upgrades, and configuration of customer software
Identify, correct and/or advise on operational issues in client networks
Provide training to clients in the use of radio network system and applications
Develop a general understanding of OS level and application level operations related to company products and services
Identify and correct or advise operational issues in client networks or sites
Create and maintain account updates using company’s Microsoft Dynamics CRM ticketing software
Troubleshooting of issues by analyzing device logs, call traces, and KPIs.
Cooperate internally with Engineering and SQA teams to identify and resolve technical issues.
Configure radio network controller and radio network controller interfaces (lu, lub, lur)
To integrate node Bs in the field, as needed
Contribute to updating and maintaining internal knowledge base.
Create and maintain documentation of all incidents.
To provide support on the LTE network, small cell, other projects and able to understand protocols of VoLTE.
Create and execute the test cases for the radio access network
To provide support and guidance to customers for operations and maintenance of network elements
To coordinate the communications between customer, operation’s team, and field support system
Provide high quality technical support to Vanu customers
Troubleshooting of issues by analysing device logs and call traces
Work with Engineering and SQA to identify and resolve technical issues
Perform software upgrades and migration in production networks
Create and maintain documentation of all incidents
Bachelors in Science or Engineering Degree or equivalent Technical Degree or 6-8 years experience and/or training; or equivalent cominbination of training and education
Must be willing to work flexible hours including availability nights and weekends for remote support.
Work experience in NOC or Customer support in a service provider or OEM
Understanding of GSM, 3G and LTE architectures and call flows will be an advantage
Solid verbal, written and interpersonal communication skills
Ability to adeptly solve problems
Computer skills: knowledge of Linux Operating systems (Debian, CentOS); Cisco Routers and switches, capturing and decoding network packet captures, network monitoring tools and utilities, knowledge of SNMP