Technical Support Engineer

Job Description

Role Summary:

Customer Support, Communication Skills, Fault Reporting, Fault Management, Fault Escalation, Fault Resolution, OAMP via e-mail/support Interconnection, Provisioning, Routing, EDR reconciliation, EDR Extraction, Bit Knowledge of Linux Command Line.

1. Provision different carriers as a customer or supplier.

2. Should have knowledge of Wireshark, Firewall, IPSEC VPN, LINUX, SMPP, SMSC, TCP, UDP

3. Fault Monitoring: Monitor top Destinations Frequently Monitor (ASR, DLR)

4. Fault Reporting: If issue is reported take necessary steps, make manual test calls and via testing tool to reproduce/replicate scenario.

5. Fault Escalation: If issue is replicated then escalate with concerned carrier/Vendor, concerned team.

6. Fault Resolution: Take necessary actions to resolve the issue which includes escalation with business development team/Finance department/concerned carrier/Concerned Vendor.

7. Should be available 24x7x365

8. KPI: Turnaround time for a customer complaint logged in the subject.

a. A. Response time = 30 minutes

b. B. Fix/Restoration/handed to commercial time = 24 Hours

c. C. Resolution time = 72 Hours

9. Routing Plan(s): Can create, modify and delete routing plan for customers and should know how to set Least cost, Load shared and priority routing for different customers.

10. To effectively resolve complaints from different customers and to locate the faulty suppliers and reasons of calls failure and it’s troubleshooting.

11. Monitor inbound and outbound traffic passing through the system.

12. To communicate well and work with teams effectively.

13. Knowledge of ticket management system

14. Testing of different routes.

15. EDR Extraction

16. IPSEC VPN Knowledge

Key Performance Indicators:

1. Trouble shooting

2. SMPP, SMSC Knowledge

3. Provisioning

4. Familiar with System

5. Analytical Skills

6. Monitoring

7. Multitasking

8. Testing

Candidate Specification:

The candidate should have a clear understanding of SMPP & HTTP connections, VPN IPsec, OSI layers, IP protocols, Switching, Routing (static and dynamic), Networking, IP addresses, packet switched, and circuit switched networks.