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Technical Support Engineer

Customer Service

Salary: Competitive

Location: Porto Salvo, Portugal

Posted: 25 Sep 2018

Main Purpose of the role

The purpose of the role is to investigate and troubleshoot single customer faults and service problems across a wide range of technologies, from GSM to VoIP applications, Value Added Services and Business Support Systems.

This role will be part of  the Service Care Business & Operations Support Systems team within the Technology Operations group, and will be the first tier support.

The Technical Support team will aim to improve and keep high levels of service availability.

Key Responsibilities

  • Handle and investigate troubles raised under the incident management process.
  • Log, assess, categorise and prioritise new Incident/Problems;
  • Resolve all cases related with platforms and services in production environments, according to the implemented designs.
  • Escalation of incidents to appropriate support (internal/external) teams.
  • Maintain a repository of documentation, configuration and procedures to effectively operate the systems, platforms and services.
  • Address internal/external support requests raised via the agreed processes and interfaces.

Skills and experience required

  • Knowledge on mobile networks architecture and protocols (2G/3G/4G).
  • High degree of technical knowledge in networking, spanning voice, data and IT technologies with troubleshooting skills for GSM Core Elements (IN, HLR, SMSC, GGSN).
  • Working experience with the following protocols:  MAP, CAMEL, SIP, ISUP, SIGTRAN; MGCP, MEGACO, DIAMETER.
  • IP networks troubleshooting capabilities.
  • Proficiency on IT BSS systems (Cerillion CRM, Salesforce, Red Hat JBoss Fuse & BRMS, .NET based Services).
  • Ability to manage incidents involving complex networks, services and systems.

Supporting skills

  • Team player, able to work in multi-cultural environment.
  • Great communication skills in English, both written and spoken.
  • Strong analytical capabilities.
  • Comfortable in a fast-paced, intense and demanding environment.
  • Capacity to work across cross-functional and cultural boundaries;
  • Willingness to learn about new technologies or methods;
  • A fast learner, eager to develop its competencies in new technologies and/or work methods;
  • Awesome to be around with.
  • A flexible and pragmatic approach to problems and their resolution.
Apply now

No agencies. We do not accept CVs from 3rd parties

Apply now

No agencies. We do not accept CVs from 3rd parties