Managed Services Support Analyst providing IT support to customers globally. Troubleshooting technical issues and ensuring high customer satisfaction through effective communication.
About the role
- Mobile Support engineer to monitor and troubleshoot telecom network issues at OXIO. Work alongside experts to maintain and improve the telecom network performance.
Responsibilities
- Monitor, troubleshoot, and properly escalate real-time core network or infrastructure issues
- Maintain and improve the OXIO’s network and provide technical support
- Fault investigation and troubleshooting of all issues on the network
- Keep the performance of telecom network at optimum levels by ensuring that network/application problems are detected and corrected according to agreed KPI and SLA
- Good understanding of Mobile Networks 2G/3G/4G/5G
- Troubleshooting complex issues by analyzing end to end call traces
- Troubleshooting International Roaming issues
- Working together with worldwide mobile operator engineers to make live tests
- Creating on-demand dashboards to monitor specific metrics
- Technical support to NOC engineers to analyze and solve issues
- Liase with MNOs to represent the telecom team on the country
- Responsive to L3 telecom incidents, NOC hotline calls and emails
- Performs L3-level troubleshooting and resolves or escalates on telecom matters
- Development of KPIs and other metrics to monitor key aspects in mobile network performance
- Development of training material related to signalling / troubleshooting / best practices
- Report and coordinate faults rectification with other operators and service providers
- Ability to troubleshoot, document, and assess proper escalation channel and team or group.
Requirements
- 10+ years experience working in a telecom environment doing L3 support or similar roles
- Protocol signalling analysis and troubleshooting in different protocols and interfaces of 2G/3G/4G/VoLTE networks
- Solid understanding of OSI model and TCP/IP networking, both IPv4 and IPv6
- Analysis of signalling traces using Wireshark
- SS7 signalling network troubleshooting
- Proficiency with Grafana, Prometheus, ElasticSearch
- Basic Python / Linux / Bash knowledge
- Ability to work on a 24/7 on-call rotating roster
- Excellent written and verbal communication skills
- Excellent interpersonal skills
- Proficient English written and spoken.
Benefits
- OXIO is committed to fostering a diverse, equitable, and inclusive workplace
- We do not discriminate against any employee or applicant for employment based on race, color, religion, sex, national origin, age, disability, genetic information, veteran status, or any other characteristic protected by applicable federal, state, or local law.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Tech skills
Location requirements
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