Support Engineer

Job Description

Job Title

Support Engineer

Travel required

 Optional

Department

 M&MS

Shift timings

 Regular

Job location

 Bangalore

Position type

Full Time           

Why us?

TOMIA is an innovator and leader in real-time Roaming Value-Added Services (VAS) solutions for over 25 years. TOMIA’s award-winning solutions meet all industry standards and leverage the latest cellular network technologies. We help mobile operators speed up 5G Standalone adoption, expand IoT enterprise opportunities, and improve customer experiences, all while optimizing costs. With AI-driven analytics, we help create new revenue streams and enable smarter, data-driven decision-making.

Collaboration and Innovation are at TOMIA’s core. Our success is built on diverse strengths across different teams, functions, and geographies, summarised in our company values:

• Open collaboration
• Driving innovation
• Customer commitment
• Growth mindset
• Deliver results

Please visit our website to know more about us - https://www.tomiaglobal.com/

A Day in the life of Support Engineer:

TOMIA’s Technical Support Teams provide customers all around the world with a variety of maintenance services including but not limited to 24x7x365, remote and on-site Managed Services and multi-level support for TOMIA products and complex networks including end-to-end multi-vendors, ensuring customer Service Level Agreements (SLAs) are achieved.

Remotely support TOMIA’s Network Services software, evaluate live customers’ needs and be able to provide customized solutions, engage in internal planning and deployment of solutions across company interfaces.

To perform this job successfully an individual must be able to interact with TOMIA’s customers in a clear and professional manner, have excellent verbal and written communication skills, have great attention to detail, being capable technically of navigation through remote systems operating on Linus OS and comfortable performing basic SQL functions, being able to analyze debug level log of live systems. Strong analytical, problem solving with attention to detail.

Roles and Responsibilities:

• Support our customers by handling T2-3-3+ tickets opened by ticketing system, on call rounds, install, integrate, and configure our solutions when required.
• Develop processes and procedures for typical customized system applications. Use and apply Technical Support processes, policies & tools documentation. Contribute to their continuous improvement.
• Maintain high level of customer satisfaction by providing services fully compliant with the SLA.
• Analyze system output/operations in relation to client requirements, identify inconsistencies, and propose / implement optimal solutions.
• Produce detailed feature request documents for functional enhancements and further development of core product or customizations.
• Perform troubleshooting, debugging, analysis on system issues, analyze complex issues with QA and R&D, open and follow up on bugs.
• Customized training and optimizations
• Ensure every customer reported issue is properly documented in TOMIA ticketing tool for tracking purposes and learning opportunities.
• Ensure time tracking accuracy for cost charging purposes
• Understand the service metrics, thresholds, and key performance indicators used to govern the ticket resolution process.

Education requirement:

• Bachelor’s degree in Engineering/Telecommunications/Computer Science, preferred

Experience range:

• 0-1 years in the Telecommunications industry, advantage
• 0-1 years’ experience as a technical support role, with proven analytical and customer engagement, advantage

Technical/ functional skills required:

• Knowledge of OS – Linux and Windows.
• Knowledge of Linux shell scripting, preferred
• Knowledge of Database– ORACLE, preferred
• Knowledge of GSM [MAP Signaling],CAMEL, ISUP, Sigtran, SIP, SS7 – a strong advantage
• Diameter Protocols (Gx, Gy) – a strong advantage
• Client-facing experience, advantage
• English Language proficiency, written and verbal
• Written and verbal skills; excellent phone manner
• Ability to effectively juggle/prioritize multiple tasks and function well within a team
• Willingness to travel abroad.

Soft skills required:

• Strong technical and analytical skills
• experience in problem analysis and resolution of software problems
• Strong written and verbal communication skills (English)
• Attention to detail

Limitation and Disclaimer:

The aforementioned job description is aimed to provide an overview of the overall type and level of work being performed for this role; it shouldn't be interpreted as a complete list of all obligations, responsibilities, and qualifications needed for the job.

In no way does this job description imply or say that these are the exclusive responsibilities of the employee holding this position.  Any additional job-related instructions or tasks that are requested by the manager must be completed by the employee.

Ready, set, apply!