Job Details

OSS Support Engineer (telecom)

Advertiser
Connect 44 AG
Location
Warsaw, Poland
Rate
-

The Support Engineer is working to provide solutions to problems that have been reported by customers according to established processes and contracted Service Level Agreements. The Support Engineer has product/domain, and/or solutions knowledge and/or customer networks knowledge as well as knowledge of technology evolution of product/domain. In case additional services are contracted with the customer the Support Engineer will also handle eg Pre-emptive and Software Update handling.

Behavioral Competences

  • Applying Expertise & Technology
  • Analyzing
  • Deciding & Initiating actions
  • Delivering Results & Meeting Customer Expectations
  • Presenting & Communicating information
  • Relating & Networking

Specific tasks:

  • Act as investigation Leader with the responsibility to own E2E CSR investigation and progress
  • Take ownership and handle the customer support ticket (aka CSR - Customer Support Request)
  • Drive technical team coordination E2E
  • Be able to login in the node and obtain necessary logs or request them from specific customers
  • Be able to isolate fault related to specific subsystem
  • Support Problem Management function to identify and classify problems with big operational or business impact
  • On possibility matter provide response to the customers based on analyses
  • Troubleshoot complex issues/CSRs/TRs
  • Send comprehensive summary to the Second Line (Tier 2) asking for help
  • Monitor the progress of the case and interact with Tier2 until the solution is provided
  • Be able to load patch/correction in the customer node
  • Evaluate and write Root Cause Analysis for outages or issues not detected by the service
  • Take corrective actions in case SW loading is unsuccessful
  • Actively find and reuse content from the Structured Knowledge Management Process and actively flag content that need improvement

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