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Senior Support Analyst

Markham, Ontario

Job Description

Key Responsibilities
  • 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.
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