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- Responsible for managing customer requirements based on reports, emails and phone calls by identifying issues and taking ownership of the issue
- Manage all aspects of a customers Sev1 or Sev2 outage from start to finish
- 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
- Provide on-site technical support at the customers location if needed
- 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
- Provide high satisfaction of resolution to customers for any issue
- Perform duties with limited supervision
- Understand how the company equipment interacts in the customers network for data gathering and troubleshooting purpose
- Develop customer specific reports that allow TAC to monitor/analyze the customers network
- Bachelors degree in Electronics, Computer Engineering, Computer Science, or comparable experience
- 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)
- Must be local in Plano, TX and willing to work onsite, meeting the onsite requirements
- 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!