What are the responsibilities and job description for the Operations Support Engineer - Tier II position at WorldLink US?
TITLE: Operations Support Engineer - Tier II
POSITION TYPE: Full Time (W2)
LOCATION: Plano, TX
ABOUT WorldLink:
WorldLink is a rapidly growing information technology company at the forefront of the tech transformation. From custom software development to cloud hosting, from big data to cognitive computing, we help companies harness and leverage today’s most cutting-edge digital technologies to create value and grow.
Collaborative. Respectful. Work hard Play hard. A place to dream and do. These are just a few words that describe what life is like at WorldLink. We embrace a culture of experimentation and constantly strive for improvement and learning.
We take pride in our employees and their future with continued growth and career advancement. We put TEAM first. We are a competitive group that like to win. We're grounded by humility and driven by ambition. We're passionate, and we love tough problems and new challenges. You don't hear a lot of "I don't know how" or "I can't" at WorldLink. If you are passionate about what you do and having fun while doing it; tired of rigid and strict work environments and would like to work in a non-bureaucratic startup cultural environment, WorldLink may be the place for you.
For more information about our craft, visit https://worldlink-us.com.
WHO we’re looking for:
We are looking for an Operations Support Engineer - Tier II to join our team.
Role and Responsibilities:
- Perform system level log captures/analysis of several Network elements in the 4G/5G Network architecture to identify root causes of product and key performance issues.
- Software and patch upgrades on network element to support feature testing and issue resolution verification.
- Represent the TAC Team in customer calls & bridges and during high severity outage situations.
- Triage incoming tickets, investigate, troubleshoot and work on ticket resolution.
- Ensure the latest ticket status ticket status is provided to the customers.
- Provide 24X7 support as needed for commercial Network outages and network performance issues.
- Implement MOPS, knowledge-based articles, and how to procedures.
Required Experience and Education:
- At least 4-5 years of telecom work experience.
- At least 2 years of work experience with Shell/Expect/Perl/Python programming.
- At least 1 year of work experience with data analytics tools.
- BS EE or CS required (preferred MS EE or CS).
- Good knowledge of wireless network architecture concepts, especially in RAN domain.
- Good knowledge of UNIX/LINUX operating systems.
- Good customer support experience.
- Experience with wireless network architecture, protocols, RF optimization and standards.
- Knowledgeable on 4G and/or 5G 3GPP technologies.
- Senior level customer support experience with mobile wireless network carriers.
- Previous experience working with 4G / 5G wireless Network Systems in an SME role.
- Previous experience in a Senior or Lead support role with a leading network equipment manufacture.
- Experience with data modelling/visualization software for data analysis is a plus.
- Experience with advanced database concepts or database administration is a plus.
