TAC Engineer-Support Engineer 4(MySQL,4G and 5G wireless ,TAC to Tier 2 to Tier 3 to HQ,24X7 support

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timePosted 5 days ago location United States salarySalary undisclosed
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Job Description

TAC Engineer-Support Engineer 4 Plano,TX Important Note the candidate needs to be in the office by end of the quarter as this is not a remote role! They can start off remote for now based on the current situation but have to come onsite by end of quarter. Again, this is not a remote role. Must Haves o Strong unixlinux admin skills o Strong knowledge of unix shell and PerlExpect scripting o Good knowledge of MySQL Preferred -4G and 5G wireless knowledge and experience - Effectively manage all aspects of a customer Severity 1 2 outagetickets from start to finish -Trouble ticket management Effectively communicate orally internally and externally bull Effectively manage all aspects of a customer Severity 12 outagetickets from start to finish keeping peers and Samsung management informed of event status bull Professionally answer customer phone calls bull Develop a method to effectively manage the trouble ticket process for Severity 34 tickets including completion by due date, follow up, and status updates to the customer bull Ability to provide high customer satisfaction related to issue resolution bull Must have a strong knowledge of 4G LTE 5G technology bull Very strong troubleshooting skills bull Must be process driven bull Must be passionate, have an eager to learn attitude and willing to invest time and effort to thrive in the field of Wireless networking bull Excellent Microsoft Office Skills ndash advanced Excel macroVB knowledge a plus bull Must be willing to work shift work 24X7X365 bull Must be willing to be on call 7X24X365 bull Very good customer skills Experience Educational Requirements (Professional Degree Required) bull Masters in EE with Specialization in Telecommunication Preferred bull 2-4 yearsrsquo experience in Telecom Field + BSC in Engineering (EE) Job Description TAC Engineer If you have ambitions to be a part of a Best in Class organization, Samsungrsquos Wireless Networks team is the place to be. The role of the Wireless Networks Team is to support our carrier customers through innovative technology products. The dynamic culture at Samsung offers both great challenge and great reward. If you want to work among the very best talent in the industry, working on the most innovative products in the world, Samsung is the place to be. We are looking for a TAC Engineer to join our Wireless Networks team. You will be a key contributor being technical interface to customer market teams. You will have your finger on the pulse of the entire customer network. You will monitor the network health, make improvement recommendations and repair the network. You will represent Samsung when leading network outage discussions in a multi-vendor environment. Essential Duties and Responsibilities bull Provide in-depth technical analysis, check network connectivity, and support customer as needed bull Knowledgeable on 3G 3GPP2, 4G, or 5G 3GPP technologies bull Ensure the latest ticket status ticket status is provided to the customers bull Be able to proactively perform data audit, SWFW audit, and health check of the OSS if needed bull Be able to collect logs and perform log analysis for discussions with Tier3 and HQ on various issues bull Reduce the number of tickets escalated from TAC to Tier 2 to Tier 3 to HQ bull Strong on customer support as well as data analysis of logs, etc. bull Must be able to drive for issue resolution with other Engineering teams bull Provide 24X7 support as needed for commercial Network outages and network performance issues. Also provide technical reviews and provide support to customers as needed bull Experience with wireless network architecture, protocols, RF optimization and standards bull Develop Root Cause Analysis (RCA) on outages or market performance issues bull Continually analyze and improve existing support processes to improve resolution time and customer satisfaction bull Ensure high severity issues (sev1 sev2) are resolved to meet the agreed SLA requirements Success Criteria bull Able to manage the Sev1Sev2 outage processes to ensure internal teams join the outage bridge quickly and resolve the customer issue within SLA bull Trouble tickets should be updated weekly bull Trouble tickets should be closed within SLA time bull TAC should resolve 75 of the issues without going to a higher level support Education, Work experience and necessary Skills Attributes bull Associates Degree with 5 years telecom experience or BS EE or CS required bull Good knowledge of wireless network architecture concepts especially in RAN domain bull Good knowledge of trouble ticket and knowledge management systems bull Good customer support experience bull Good analytical skills to investigate and evaluate trending data for issue resolution Necessary Skills and attributes The ability to plan, organize and prioritize multiple projects, sales and simultaneous performance objectives. Work independently in determining your personal work schedule to be productive. Work in a team environment, in order to achieve personal and team project milestones and to complete assignments within established time frames. Accept tasks and problemssituations that differ, requiring creativity to search for optimal solutions, when only broad and general guidelines exist for solving problems. The ability to utilize implied knowledge of task alternatives and to make spontaneous decisions using past experience and the guidance andor successful experiences of others. Demonstrated ability to interact at multiple levels within customers organizations. Negotiate with and convince others, in a potentially adversarial environment, including customer directors, managers and staff with opposing views to acceptapprove plans, technical and project recommendations. Make professional technical sales presentations in writing, through email, reports, or orally, to an audience of high technical skills, management and operational experience. Ability to achieve results within established time frames and requirements. Develop accurate proposals and designs to meet customer needs