Level 2 Support Engineer (EMM/EMA)

Primary Job Functions:

• L2 (2nd line support engineer) function is intended to act as a Single Point of Contact ("SPOC") to SD (Service Desk) or L1 (1st level monitoring team) to handle trouble tickets for problems reported by Telecom Operator’s customers on DBSS 0.6 solution components.
• The candidate should also have Operator’s possess (ITIL, eTOM) knowledge and hands on experience as technical support engineer.
• Know and follow ITIL Service Operation processes: Event Management, Access Management, Request Fulfillment, Problem Management, Incident Management.
• Perform second level of analysis and troubleshooting, escalate unresolved problems to Level 3 (R&D), track progress of trouble tickets (TT) resolution and ensure restoration and resolution within SLA.
• Technical Management Requirement
• Experience in performing the configuration on the EMM and EMA platforms
• Ensure the data consistency is maintained in the system

Required skills:

• Understanding of ITIL principles
• Understanding of SLA (Service level Agreement) concept
• Understanding of Telecom Business Support Systems (BSS), including mediation and activation
• Perfect troubleshooting and analytical skills, ability to “get things done”
• Delivering Results & Meeting Customer Expectations
• Following Instructions & Procedures
• High level of communication is a must
• Knowledge sharing & Collaboration Skills
• Scripting knowledge required
• Linux skills, scripting
• Calm, responsible, initiative, self-organized, eager to learn
• English - upper intermediate
• Education & Experience
• Education — higher
• Experience on similar (IT support) position from — 5 years, experience in  operations/services environment
• Extensive experience in troubleshooting and maintenance of Telecom mediation Systems as a 2nd line engineer.
• Mobile Networks, GSM, WCDMCA, LTE – as a plus
• NW protocols like TCP/IP; ss7/map/cap/smpp – as a plus