Tier II Support Engineer

Tier II Support Engineer – Plano, Texas

Job Summary:

As a Tier II Support Engineer, you will be responsible for troubleshooting, analyzing, and resolving network performance issues related to 4G and 5G technologies. You will work closely with customers to address service-affecting issues, conduct feature testing and bug reporting, and perform root cause analysis to maintain optimal network performance.

Key Responsibilities:

• Manage customer issues and outages, ensuring effective resolution of Sev1 and Sev2 incidents.
• Provide on-site technical support when required.
• Develop, validate, and execute Method-of-Procedures (MOPs) for troubleshooting and upgrades.
• Collaborate with engineering teams to develop and deliver RCA reports to customers.
• Generate customer-specific reports to monitor and analyze network performance.
• Conduct feature testing, FOA trials (FIT/FSA/FFA), and bug fix reports for new technologies.
• Analyze Layer-2 and Layer-3 signaling messages to troubleshoot network KPI issues.
• Monitor KPIs and make necessary network/parameter changes to meet SLA requirements.
• Support Stand-Alone (SA) and Non-Stand-Alone (NSA) 5G network architectures.
• Perform advanced troubleshooting and root cause analysis to prevent future impairments or outages.

Required Qualifications:

• Bachelor’s degree in engineering, Computer Science, or a related field.
• 4 years of experience in a TAC/Tier II support role supporting a telecom vendor.
• Strong knowledge of 4G LTE and 5G technologies (SA and NSA architectures preferred).
• Experience troubleshooting SS7, IS41, MEGACO, and SIP signaling networks.
• Hands-on experience with call processing in a wireless network.
• Basic knowledge of IP networks, including routers, VLANs, and networking protocols.
• Familiarity with UNIX/Linux commands for system troubleshooting.
• Understanding of transmission/backhaul technologies (T1, SONET, Microwave).
• Strong analytical and problem-solving skills with the ability to work independently.
• Experience with Sprint and Verizon Wireless Networks is a plus.
• Cisco CCNA certification is a plus.

What you didn’t know about us:

Competitive salary

Health, Dental and Vision Benefits

Short/Long Term Disability and Critical Care/Illness Protection

Life Insurance and Retirement Plans

Employee Assistance Program

With this position, you will get the opportunity to work with our game changing clients and further advance your already valuable experience in the telecom industry!

We are Connectors. We thrive on ‘quality over quantity’ and put in the work building strong relationships. We create connections, discover qualities, uncover skills, and place people with accuracy. We are your true partner!

We are Collaborators. You’ll be working with a wholly-owned subsidiary of Kelly and part of the Kelly Telecom division. It allows us to be as nimble and fiercely competitive as a startup while having the backing of a multibillion dollar publicly traded company which has been in business for 75 years. With direct access to hiring managers, services don’t stop at standard recruiting processes. We use our expertise to improve your application skills and provide ongoing career support.

We give 24/7 Support. We are in this together. We provide around the clock availability, competitive employee benefits, and continuously check-in to make sure things are going smoothly. Check out our Glassdoor page!

Kelly Telecom is an equal opportunity employer and will consider all applications without regard to race, genetic information, sex, age, color, religion, national origin, veteran status, disability, or any other characteristic protected by law.

For more information click Equal Employment Opportunity is the law.

You should know: Your safety matters! Vaccination against COVID-19 may be a requirement for this job in compliance with current client and governmental policies. A recruiter will confirm and share more details with you during the interview process.

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