R Systems is searching for an experienced Support Engineer to join our team of innovators!
Are you ready to make a significant impact in a dynamic and innovative environment? We are looking for talented and ambitious internet-savvy support engineers to join our medium-sized Agile team.
In this key role, you’ll collaborate with senior engineers to drive innovation and enhance our existing systems. This is a unique opportunity to grow your career through professional development, including certifications, workshops, and training sessions.
If you’re passionate about support area and eager to take on new challenges, we want to hear from you!
Your contribution:
- Take ownership of customer issues reported and seeing problems through until final resolution.
- Researching, diagnosing, troubleshooting and identifying solutions to resolve system issues.
- Participate in problem diagnosis by performing remote troubleshooting on client s live network environment (commands, capturing information in a log file, level 2 diagnosis on telecom software).
- Keep track of customer issues until they are resolved by adhering to the agreed SLAs.
- Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
- Create and execute MOP (Method of Procedure) documents into customer environments (test and production environments) when required.
- On-call support and availability to work outside business hours when required.
- Actively participates in Major Incident bridges and offers updates for the client while troubleshooting the ongoing issue.
- Work with the Support Manager and wider support team to ensure any recurring technical issues are addressed and any training or documentation requirements are identified and implemented.
- Ensure the SLA end to end for all the support tickets.
- Continuously improve knowledge and understanding across the various software and hardware technologies supported by the team.
- Maintain a strong customer focus at all times.
- Offer support during the various system testing phases when the customer requires it.
- Test telecom software as described in system documentation
- Escalate incidents to Tier 3 Support by providing all necessary information: initial diagnosis, problem recurrence, log files, etc.
Bring along:
- Experience with Nokia Products would be a plus
- Strong level of English
- Experience as a Technical Support Engineer is mandatory.
- Requires very good Linux skills. Able to install Linux OS, configure Linux OS, navigate Linux OS Knowledge of Telecom 2G/3G/4G/5G Core Network is a plus
- Good knowledge of network stack (UDP, TCP IP routing)
- Good knowledge of BASH scripting
- Good knowledge of relational DBs (PosgresSQL, Oracle). Basic knowledge of non-relational DBs (Cassandra, LDAP).
What's in it for you:
Apply here
Who we are as a company:
R Systems is a global technology and analytics services company. We help our clients achieve speed-to-market, overcome digital barriers, and create business value with our specialized service offerings and consultative business approach.
We speak the language of business as fluently as we do the language of technology. In other words: We speak Digital. Our goal: accelerate our clients’ digital leadership.
Some quick aspects we take pride in:
R Systems is Great Place to Work™ certified
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