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Technical Support Analyst

Customer Service

Salary: Competitive

Location: Manila, Philippines

Posted: 15 Nov 2018

Main purpose of the role

The Technical Support Analyst is to integrate Customer Support team within the Operations group where it will be responsible for ensuring the best first level of support of Incident Management and Problem Management.

Key Responsibilities

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. The day to day will consist of:
  • 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 (CRM platform, Salesforce, Red Hat JBoss Fuse & BRMS, .NET based Services).
  • Ability to manage incidents involving complex networks, services and systems.
  • Able to work independently, with minimum supervision with strong analytical capabilities with customer-focused mindset.
  • Solid background working with Technology and IT systems.
  • Working proficiency in English and great ability to communicate clearly and concisely.
Supporting skills
  • Skilled in trouble ticket or work order systems.
  • Proficient in data analysis and reporting applications.
  • Experience working on a 24/7 NOC team.
Personal qualities
  • Team player, able to work in the multi-cultural environment.
  • Detail conscious, highly organised and methodical with a strong work ethic.
  • Comfortable in a fast-paced, intense and demanding environment.
  • Innovative and inspiring.
  • Awesome to be around with.
Background
  • 2+ years as an operational engineer in a demanding technology-driven environment.
  • Computer Science or Telecommunications engineering degree or relevant experience.
Apply now

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

Apply now

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