Provide technical support for the existing and new line of Products, includes fields visits and hands on troubleshooting.
Communicate effectively with end users, partners and clients on a variety of topics both technical, and administrative.
Ensure complete and detailed documentation for all issues in the field and provide regular status updates on all outstanding customer issues.
Identify product/customer issues and escalate as required.
Be flexible for occasional travel and on-site work at customer locations.
Hands on experience with LTE radio deployment, configuration and troubleshooting would be asset to have.
Specific knowledge of eNode B/ EPC deployment and configuration.
Specific experiences in troubleshooting performance issues on LTE networks.
Hands-on experience in implementations, operation and troubleshooting eNodeB, MME, SGSN, GGSN, CPEs, and LTE small sites.
Expert knowledge of 3GPP UTRAN/EUTRAN and end-to-end call flows.
University degree in Wireless or Electronic/Electrical Engineering, with a minimum of 5 years’ experience in the support of telecom and data/wireless technologies with excellent knowledge of RF propagation, MIMO, antennas, and RF propagation principles, cables, filters, spectrum analyzer, and wireless technologies.
Experience in the support of data networks is required with excellent knowledge of IP protocols specifically working knowledge on CISCO networking and implementation. Cisco certification would be an asset
Ability to travel to various customer locations (Globally) to troubleshoot issues for a few weeks at a time would be a requirement (1-2 Weeks on-site with customer)
Field Engineering or previous support desk experience would be an asset.
Ability to manage customer issues
Ability to log, follow up and manage ticket and issues reported by customers and provide feedback on those issues to the RDL team.
Proven communication, analytical, organizational, and decision-making skills and excellent interpersonal and communication skills, good team spirit and adaptability.
Ability to interface and manage situations with end customer, whether it’s pre-sales or post-sales support issues.
Ability to work in a fast paced and dynamic environment.
Self-starter, capable of taking initiative to identify & resolve problems, and improve work environment.
Experience in the support of wireless environments and network management systems is required.
Requires working in lab base environment, testing and simulating issues reported by end customers.