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Product Support Engineer (Transmission)
aircom
posted 4d ago
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Job Description
This person will be responsible for the day to day product support of TEOCO Planning Tools installed at global customer base. This includes day to day troubleshooting, monitoring, and assisting with product support queries to customer on ASSET Radio Planning product suite.
- Product Support on TEOCO RAN ASSET Product
- Escalate problems (when required) to the appropriately experienced technician
- Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to the final resolution
- Solve 1st line support queries reported by customers in support ticketing system
- Log and administer trouble tickets in the TEOCO support portal as needed
- Have a good understanding and ability to support the features available in the ASSET Backhaul and other platforms like ASSET, Asset Design, Array wizard.
- Have a good understanding of ASSET XML
- Analysing and logging of bugs and new enhancements in JIRA
- Good knowledge of Asset Backhaul and the other platforms as well.
- Proficient in Troubleshooting, Software/Hardware and Networking problem solving
- Degree in Electronics and Communication or Telecommunications engineering
- Minimum 1 years experience in supporting Telecom s Transmission Planning or Planning Software.
- Should be a person who can think out of the box and have excellent troubleshooting skills
- Exposure to Transmission Planning.
- Good Understanding of SDH, MW, SONET and DWM.
- Exposure to Transmission Planning Tools like Connect, Backhaul, Path-loss and Eclipse
- Good understanding of GSM, UMTS, LTE and NR technologies is a plus.
- Great customer support and customer handling skills
- SQL and PL/SQL knowledge but not mandatory
- Software/Hardware and Networking problem solving experience
Employment Type: Full Time, Permanent
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