Customer Service Engineer – Mobile and Roaming

Oczekiwania

1. Manage Emails and incoming incidents from Global customers. 
2. Identify different cases related to SS7 (SMS, link issues, SAI/UL) .
3. Identify and managed basic cases like link issues, SMS and SAI/UL transiting on our STP. 
4. Expertise to use trace tools to check SAI/UL KPI of a destination. Ability to interact with technical teams based on the analysis derived .
5. Good understanding of business aspects of products
6. Call flow of SS7 messages involved in attachment process. 
7. Ability to corelate the IP transport layer with the problem of roaming. 
8. Can understand more complex SS7 traces where options are involved (ITU ANSI, SMS control, steering, SMS roaming info) 

•    STP>>  Routing and links knowledge.
•    Knowledge of SMS flow. 
•    SMS>> A2P, P2P.
•    Detecting SMS related issues and problematic end.
•    GT based routing, GT overflow.
•    Resolving of Critical, Medium & Low Incidents and define the overflow in case of major outage.
•    Roaming issues, monitoring and detecting the issue.
•    International Roaming > 3G, LTE, 4G, diameter 

LTE /Diameter 

1. Identify different cases related to LTE (link issues, AIR/ULR) and the process to engage right entity
2 Knowledge of LTE, Diameter, ULR, AIR, 4G, cancel ....) 
3. Use of Analytical tools to check AIR/ULR KPI of a destination.
4. Knowledge of advanced feature of DSR observer like DSR configuration (rules), DSR Measurements and Traffic by operators (QoS)"
5. Call flow of diameter messages involved in 4G/LTE attachment process. 
6. knowledge of Steering .
7. Knowledge of GTP-U, GTP-C
 

• Good network support knowledge and experience.
• Service oriented, customer-focused with good customer service skills.
• Good networking/communications background.
• Good interpersonal skills.
• Good time management, organizational and communication skills.
• Ability to work under pressure.
• Ability to deal with multiple tasks.
• Proactive, self-motivated and determined attitude.
• Problem solving skills.
• Able to cover Flexible working hours/shift patterns as and when required (24*7).
• Strong proven knowledge of the Network Operations environment, systems, protocols and services.
• Excellent diagnostic and network troubleshooting skills.
• Ability to understand, analyze and resolve problems quickly.
• Good interpersonal skills and the ability to communicate effectively at all levels and with all nationalities and cultures.
• Proactive attitude to use his/her initiative to react quickly, to work effectively in emergency situations under minimum supervision.
• Self-motivated and capable to work within a strong team environment is essential. Must be fluent in English language. Possession of French language is an asset but not a key requirement.