Senior Support Engineer Job in Mycom Osi

Senior Support Engineer

Mycom Osi 4+ weeks ago

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Job Summary

Remote installation, upgrades and testing of products.
Liaise with 3rd party suppliers to troubleshoot software and hardware problems including Cloud deployments covering infrastructure and platform related issues.
Responsible for taking over customer systems from R&D or PS and own all aspects of support and maintenance of MYCOM OSI solutions from the point of customer acceptance in delivery support services.
Responsible for delivering to customers SLA agreement.
Understanding the commitments and SLA agreements with each customer and take ownership of ensuring that steps are taken to deliver the services in an efficient manner.
Understanding the working practices and tools and taking ownership of using the tools and infrastructure to effectively deliver the service.
To understand the quality processes and make quality a priority in the delivery of solutions to customer queries.
Providing remote support and on-site support.
Participation in out of office hours support as required.
Proactive review and periodic checks of assigned installations and recommending fixes/solutions.
Perform system health checks and performance tuning as well as capacity planning.
Providing daily system reports with explanations of any abnormality.
Tracking and reviewing R&D projects to ensure systems are designed with supportability in mind and that appropriate support packs are in place when installation goes live.
Advise customers on the use of product features, functions and interface.

Communicates effectively and professionally (clearly, concisely and appropriately) both orally and in writing.
Proficiency in a customer support role with a proven record of trouble shooting.
Demonstrates analytical, problem solving skills.
Able to diagnose problems and quickly identify fixes to defects.
Able to accurately follow written and verbal instructions in English.
Able to work alone unsupervised on complex problems but also work within a global team helping others with clear reports and requests for assistance when needed.
Works in a structured, organized and pro-active way. Gathers and organizes information. Demonstrates the ability to prioritize own activities, to plan ahead and to multi-task as appropriate.
Strives to meet agreed schedules at all times and works well even with tight deadlines.
Takes ownership of own tasks. Demonstrates personal commitment to achieve assignments and project targets.
Server command line proficiency (ideally Linux)
Database query working knowledge (ideally Oracle)
Windows troubleshooting experience (ideally Java applications)

Exposure and understand how modern cloud computing works with the advent of hyper-mobile devices, IoT and the need for quickly deployed networks
Experience in working environment of Cloud computing technologies (AWS, Openshift) in the areas of infrastructure and platform as a service.
Experience trouble shooting a complex data environment (previous examples would be performance management, Telecom OSS Administration, billing and fault management but now we will be needing to work with a transformed IoT)

Minimum degree or equivalent qualification in any Engineering or radio communication discipline.
Your ability to demonstrate a high level of IT competence is key for this role. We will expect you to evolve and learn new technologies while working as part of a busy support team.
Minimum 4-5 years of working experience required in Telecom OSS Domain application administration with sound knowledge of unix and oracle database environments

Help transform your day to day job, by updating proactive monitoring tools
Increase your knowledge by self-study and involvement in new projects
Working within customer SLA and ensuring customer satisfaction at all times
Accurate internal and external communication (updates to call tracking systems, internal reports etc)
Achieve results by consistent team working (sharing knowledge, understanding the needs of others and showing flexibility of your time)

Qualification :
Minimum degree or equivalent qualification in any Engineering or radio communication discipline.

Experience Required :

4 to 5 Years

Vacancy :

2 - 4 Hires

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