SR Telecommunications Tech Support Engineer

The Senior Telecommunications Technical Support Engineer is responsible for providing Tier II and Tier III expert-level remote technical support, troubleshooting, and repairing telecommunications platforms. This role involves utilizing specialized knowledge and experience to determine the cause(s) of failures and complete necessary activities to restore functionality. The Senior level resolves complex, systemic and/or global network issues and outages. The senior engineer will also provide technical assistance and guidance to other team members and develop job aids detailing processes and procedures.

Essential Functions:

Perform remote support and troubleshooting on broad array of telecommunications platforms as a subject matter expert, including advanced level to intermediate level for platforms that do not have established procedures. Utilize specialized knowledge and experience to determine the cause(s) of failures and complete necessary activities to restore functionality.

Develop and maintain documentation of telecommunications systems, configurations, procedures, and support activities. Test and validate new telecom equipment and software releases. Log all testing, troubleshooting, and research done in the process of resolution in a ticketing application.

Stay up to date with advancements in telecom technology and recommend upgrades where necessary. Provide technical assistance, guidance and training to other members in the group.

Other duties are required.

• Bachelor’s Degree in Telecommunications, Computer Science, Information Technology or a related field preferred; Certification in Electronic Engineering/Technology preferred.
• Subject matter expert level understanding of telecommunications systems and protocols, such as TDM, Voice over IP (VoIP), fiber optic transport systems, and wireless networks.
• Experience in some of the following: ADTRAN, ALCATEL, CIENA, LUCENT
• Minimum 10 years’ experience performing OEM level troubleshooting and repair for supported systems; Telecommunications carrier and/or OEM experience preferred; Experience working both with and without documented procedures preferred.
• Experience working with EMS systems, network management, and monitoring tools and clients
• Ability to trace complex troubles through a network with multiple platforms in a data path and determine a root cause
• Proficiency in scripting and automation (e.g., Python, Bash)
• Strong analytical skills and attention to detail
• Ability to manage multiple tasks and prioritize effectively
• Strong communication skills and ability to provide clear written instructions and technical manuals
• Excellent customer service skills and proactive approach to problem solving.
• Proficient computer system/database navigation experience; Working knowledge of Microsoft Office products; Ability to view and enter information via computer keyboard and monitor is required.
• Experience training and guiding peer team members.
• Availability to provide on-call coverage, and if needed, during non-traditional business hours and off-shift.

3.33.3 out of 5 stars United States Remote $100,000 - $130,000 a year - Full-time