Operations and Support Engineer
Department: Operations and Support
Provide 1st and 2nd level of support for solutions including next generation messaging and call & media products, for new and existing deployments ( chiefly at mobile network operators)
Build and configure new systems in preparation for deployment at customer sites
Deploy new / upgraded solutions within the operators’ network.
Handling customer support requests from initiation through to closure
Troubleshooting problems, answering customer queries, handling configuration requests and installing software updates
Logging and tracking support requests using the Helpdesk CSR logging tool
Writing technical reports and customer facing procedure documents
Escalating complex technical issues to senior engineers or product specialists either locally or in other Regional / Support Centres
System Build (Staging)
Projects implementation on customer site (Hardware installation, Product integration and testing)
Project Reporting & Site documentation
Remote Project Support: Acting as a point of contact for engineers working on–site.
University graduate, Computer or Telecomm engineer degree.
Minimum of 1-2 years in an IT / Telecoms support or operations role, SMSC/MMSC installation experience especially relevant.
Working knowledge of Unix OS system administration, networking and Database admin.(Linux and Mysql an advantage)
Solid understanding of mobile network protocols (e.g. SS7, IP, SMPP & SNMP), infrastructure and architectures
Good trouble shooting skills
Excellent communication skills. Good listener. Team player. Positive attitude is a must. Able to keep a good relation with customers. Flexible and cooperative
Fluency in English (verbal and written) communications is essential (an additional language is an advantage)
Able to work under pressure and be quality oriented
Available to take part in 24 x 7 support coverage roster
Willing to Travel extensively on company business.
Interested candidates must be smart and solution driven and willing to contribute immediately and be capable of learning quickly in a fast changing business environment.
The appointed individuals will be offered an attractive remuneration package, which will reflect the importance of this position.