Job Details

4g/5g Tier 2 Network Support Engineer - OH

Matlen Silver
Columbus, Ohio, United States
4G/5G Tier2 Network Support

We are looking for a 4G LTE / 5G NR Tier 2 Network Support EMS SME to join our Wireless Networks team. You will be a key contributor being technical interface, on-site to customer market teams. You will have your finger on the pulse of the customers regional network. You will be a subject matter expert in Element Management Server (EMS) and help to educate our customers in the region on the product. Additionally, you may assist the RET and eNB configurations, help to improve the network health, make product improvement recommendations and repair the network.

Essential Skills, Duties and Responsibilities:
Strong knowledge and experience with 4G / 5G RAN Element Management Systems
Strong communication and presentation skills for execution of technical training of the EMS in a one on one or group setting
Strong customer focus
Knowledge of EMS protocols, purposes and use cases
Experience with management server installations in customer central offices
Working knowledge of 4G and/or 5G 3GPP technologies
Must be able to drive for resolutions with other Engineering teams
Provide 24/7 on-call support as needed for commercial Network outages and network performance issues within the region
Experience working with development teams to communicate customer enhancement requirements
Experience with wireless network architecture, protocols, RF optimization and standards
Knowledge of wireless network deployments, installation and commissioning
Be able to review various Engineering MOPs and identify missing steps or issues
Assist in resolution of high severity issues to meet SLA requirements 24x7
Willing to travel to customer locations within your region often by automobile

Success Criteria:
Ability to provide in person guidance and support to customers at their premise anywhere within the region
Once trained, provide effective support of EMS questions from the customer with minimal support from others on the support team
Assist the regional support teams located in Plano, TX. with high severity events, ticket resolution and focused customer engagement to resolve issues
Other Skills:
Develop Root Cause Analysis (RCA) on outages or market performance issues (e.g., throughput, accessibility, sustainability, handovers (Intra/X2/S1), capacity and coverage)
Familiar with RLC/MAC layer, different types of control channel and traffic channels, network access procedures, power control, handover algorithms, QoS types, TDD/FDD modes, HARQ/ARQ concepts, etc.
Background / Experience Desired:
Previous experience working with 4G / 5G wireless Network Management or Element Management Systems in an SME role
Previous experience working in a wireless field engineer with a Tier1 carrier
Previous experience in a support role with a leading network equipment manufacture

Necessary Skills and attributes:
The ability to plan, organize and prioritize multiple projects, sales and simultaneous performance objectives. Work independently in determining ones personal work schedule to be productive. Work in a team environment, in order to achieve personal and team project milestones and to complete assignments within established time frames. Accept tasks and problems/situations that differ, requiring creativity to search for optimal solutions, when only broad and general guidelines exist for solving problems. The ability to utilize implied knowledge of task alternatives and to make spontaneous decisions using past experience and the guidance and/or successful experiences of others. Demonstrated ability to interact at multiple levels within customers organizations. Negotiate with and convince others, in a potentially adversarial environment, including customer directors, managers and staff with opposing views to accept/approve plans, technical and project recommendations. Make professional technical sales presentations in writing, through email, reports, or orally, to an audience of high technical skills, management and operational experience. Ability to achieve results within established time frames and requirements. Develop accurate proposals and designs to meet customer needs.

Education, Work experience and necessary Skills & Attributes:
BS EE or CS required (preferred MS ESS or CS) - with at least 5 years of telecom work experience
Good knowledge of wireless network architecture concepts especially in RAN domain
Good knowledge of UNIX/LINUX operating systems
Strong customer support experience
Good analytical skills to investigate and evaluate trending data for issue resolution
Ability to develop scripts and tools to aide with the reports generation and analysis will be a plus
Physical and Mental Demands:
Must be able to work under pressure and willing to work on the ad-hoc schedule and/or on-call environment.
Work generally is performed in an office and/or lab environment - may need to travel 0 to 10%
Operate PC and product test equipment more than 75% of work time
Travel to customer locations within market region up to 50% of time - provided by Dice

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