Support Engineer - NOC

We are looking for a young and energetic resource to join our Int'l Messaging Team.

Duties and Responsibilities:

• Monitoring monthly, daily, hourly, per minute incoming and outgoing traffic
• Troubleshooting all kinds of irregularities on the system, managing tickets from inside and outside stakeholders
• Performing hourly & daily routes testing as required by the business development team.
• Monitoring system health of hardware
• Analyzing traffic trends on a minute, hour, day, and monthly basis and quickly sharing analysis with the business development team
• Swift communication of ongoing tasks with internal and external stakeholders on Skype & outlook.
•  To Provide step by step recommendations for solving different types of technical issues in troubleshooting various trouble tickets from our customers
•  To provide technical assistance to immediate supervisor in whatever task he assigned
•  Timely coordination with our clients and vendors to solve their queries
•  Analyze Wireshark traces to troubleshoot an issue and find out the root cause
•  Downloading and managing EDRs as required by internal or external stakeholders
•  IPsec VPN Creation, Management/Troubleshooting
•  Statistical Report making
• Carrier onboarding, Technical Interconnection (SSL, VPN, and API), SMPP channels (Creation, Management and Troubleshooting) under specified duration
• Routing and Provisioning
•  Knowledge Deliberation and sharing within the team.

Key Performance Indicators: 

• Customer Support
•  Troubleshooting
•  Provisioning
• Familiar with System
• Analytical Skills
• Excel Knowledge