What are the responsibilities and job description for the Operations Support Engineer – Staffing position at Circet USA?
Company Overview
Circet USA is the leading provider of Network Services in North America, and we're looking for talented professionals to join our team. We specialize in engineering and construction services delivering comprehensive solutions across Inside Plant, Outside Plant, and Wireless networks to meet the evolving infrastructure needs of our customers.
With nearly 50 years of industry experience, we work with major telecom service providers, MSOs, cloud service providers, and utilities. At Circet USA, you'll have the opportunity to make an impact by helping to create customized solutions that address our clients' unique challenges. If you’re passionate about innovation and thrive in a dynamic environment, we’d love to hear from you.
Circet USA’s benefits package includes the following:
- Medical, Dental, and Vision insurance
- Digital Health & Wellness Support
- Critical Illness, Accident, & Hospital Insurance
- Short-term & Long-term disability
- Group term & Voluntary life insurance
- Flexible Spending and Health Savings Accounts
- Paid Time Off & 401K
- Company Discount Website
Job Summary and Responsibilities
We are seeking Operations Support Engineer with extensive experience in providing technical support, troubleshooting, and ensuring the efficient operation of complex IT and telecommunications systems. Skilled in monitoring system performance, diagnosing issues, and implementing solutions to enhance operational efficiency. Expertise in supporting network infrastructure, managing incidents, and providing high-quality service to internal teams and customers. Demonstrates strong problem-solving skills, a deep understanding of systems and network management, and a proactive approach to ensuring system reliability and performance.
ESSENTIAL DUTIES & RESPONSIBILITIES include the following. Other duties may be assigned:
- Responsible for managing customer requirements based on reports, emails and phone calls by identifying
issues and taking ownership of the issue
- Effectively manage all aspects of a customer’s Sev1 or Sev2 outage from start to finish
- Effectively manage low severity trouble tickets including completion by due date, follow up with customer
and Engineering as needed, and provide status to the customer and management
- Ability to provide on-site technical support at the customer’s location if needed
- Ability to develop, validate and execute the Method-of-Procedures (MOPs)
- Perform advanced troubleshooting and analysis of customer data
- Analyze network events and performs root cause analysis to prevent similar impairments/outages in the future
- Work with Engineering/HQ to develop the RCAs as needed and provide it to customer to close off our
commitment
- Ability to provide high satisfaction of resolution to customers for any issue
- Perform duties with limited supervision
- Understand how Samsung’s equipment interacts in the customer’s network for data gathering and troubleshooting purpose
- Develop customer specific reports that allow TAC to monitor/analyze the customer’s network
Qualifications
- Bachelor’s degree in Electronics, Computer Engineering, Computer Science, or comparable experience
- Knowledgeable on 4G and 5G technologies would be a plus
- Cisco CCNA certification is a plus
- At least 2 years in a TAC/ Tier2 support organization or equivalent experience supporting a telecommunications vendor
- Experience managing trouble tickets and obtaining status from work groups
- Experience troubleshooting SS7/ IS41/ MEGACO/ SIP signaling networks
- Call processing experience; preferably in a wireless network
- User-level experience using UNIX/ LINUX commands
- Basic knowledge of IP networks (routers, protocols, VLANs etc)
- Basic knowledge of transmission/ backhaul technologies (T-1, SONET, Microwave)
- Experience as a telecommunications vendor is a plus
- Experience/knowledge of Sprint and Verizon Wireless Network is a plus
Circet USA is an Equal Opportunity Employer - Veteran/Disabled. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status or other characteristics protected by law.
