Technical Support Engineer

Overview: A technical service support position is open for a skilled, enthusiastic, and serviceoriented engineer in VANU, a growing telecommunications company for its office in Bangalore. Vanu Inc is a global leader in providing wireless coverage to rural markets worldwide that dont have coverage today. Joining as a Technical support engineer, you will provide software and hardware support and guidance to existing and potential customers of Vanu Inc. The technical support engineer provides remote assistance to customers for the operation and maintenance of Vanu network elements. Key responsibilities include troubleshooting,maintenance, integration, and overall support of Vanu software. Key Job Responsibilities: Provide technical support by email, phone CRM Service Requests to resolve issues in customer networks Develop a general understanding of OS and software applications related to company products and services To provide support and guidance to customers for operations and maintenance of 2G/3G/4G radio access networks Identify and correct operational issues in customer networks Configuration of radio access network equipment and related software from central office Support customer lab and customer markets for software and hardware new feature introduction Understanding and ability to organize the field trials of greenfield networks Create and execute the test cases for acceptance of NE in customer networks Analysis of KPIs to identify and resolve customer complaints Troubleshoot issues by analysing device logs and call traces Work with Engineering and SQA to identify and resolve technical issues Provide training to clients in the use of Vanu products Perform software upgrades and migration in production networks Create and maintain account updates using company s CRM software Create and maintain documentation of all incidents Minimum Requirements: Bachelor s in science or Engineering Degree or equivalent Technical Degree and 6- 8 years of work experience Must be willing to work flexible hours including availability at nights and weekends for remote support as required Work experience in NOC or Customer support in a service provider or OEM Understanding of GSM, 3G and LTE architectures and call flows will be an advantage Solid verbal, written and interpersonal communication skills Ability to adeptly solve problems Computer skills: knowledge of Linux Operating systems, Cisco Routers and switches,capturing and decoding network packet captures, network monitoring tools and utilities