Technical Support Specialist

Technical Support Specialist

• ">
• Troubleshoot and resolve technical issues related to customer networks, including hardware, software, and network configurations.">
• Provide expert-level support to customers, responding to their technical inquiries and resolving issues in a timely and professional manner.">
• Collaborate with cross-functional teams to identify and implement process improvements, ensuring efficient resolution of customer issues.">
• Develop and maintain comprehensive knowledge of customer systems, products, and services to provide accurate and effective solutions.">

• ">
• Customer Technical Support:">
  • ">
  • Handle customer complaints and requests in a professional and courteous manner.">
  • Identify and troubleshoot root causes of technical issues, providing solutions and workarounds as needed.">
  • Analyze and resolve complex technical problems, escalating issues to senior team members when necessary.">
  ">
• Knowledge Management:">
  • ">
  • Develop and maintain up-to-date knowledge of customer systems, products, and services.">
  • Share knowledge and best practices with colleagues to improve overall team performance.">
  • Participate in training and development programs to enhance technical skills and knowledge.">
  ">
• Team Collaboration:">
  • ">
  • Work collaboratively with cross-functional teams to achieve business objectives.">
  • Communicate effectively with colleagues, management, and customers to ensure seamless issue resolution.">
  • Foster a positive and inclusive team environment, promoting open communication and collaboration.">
  ">

• ">
• Education:">
  • ">
  • Bachelor's degree in Engineering or related field.">
  ">
• Experience:">
  • ">
  • Minimum 5 years of experience in technical support, preferably in the telecommunications industry.">
  ">
• Domain Experience:">
  • ">
  • Hands-on experience with CS Core domains, including CSCF, MTAS, SBG/BGF, MSC-S, M-MGW, STP/IP-STP, UDM domain CUDB, HSS-FE, HLR-FE, EIR-FE, Mobile Call flows and Protocols understanding, MAP, SCCP, SIP, Diameter and LDAP protocols handling, Troubleshooting of IMS/VoLTE call flows, SRVCC and CS Fallback procedure, MOP preparation with impact analysis and execution, Understanding of Cloud/Virtualization concepts and VNF/CNF Management.">
  • Strong knowledge of telecom and Datacom technologies, including hardware, software, and network configurations.">
  ">
• Skills:">
  • ">
  • Excellent problem-solving and analytical skills, with ability to think critically and creatively.">
  • Effective communication and interpersonal skills, with ability to work with diverse stakeholders.">
  • Strong teamwork and collaboration skills, with ability to adapt to changing priorities and deadlines.">
  • Ability to work independently, with minimal supervision, and make sound decisions in high-pressure situations.">
  • Continuous learning and professional development, staying up-to-date with industry trends and emerging technologies.">
  ">
• Preferred Qualifications:">
  • ">
  • MBA or Master's degree in Business Administration or related field.">
  ">

We offer a dynamic and challenging work environment that fosters innovation, creativity, and growth. As a valued member of our team, you will have opportunities to develop your skills and expertise, working on complex projects that drive business success. Our commitment to diversity, equity, and inclusion ensures that everyone has an equal opportunity to succeed and contribute to our organization's mission.

We are an equal opportunities employer and welcome applications from qualified candidates from all backgrounds. If you are passionate about delivering exceptional results, working collaboratively with others, and driving business success, we encourage you to apply for this exciting opportunity.

Please note that this job description is not intended to be a comprehensive list of all duties and responsibilities. The role holder may be required to perform other tasks as deemed necessary by management.