Overview
The Field Support area is responsible for providing on-site technical or non technical product support and service to customers.
Responsibilities
Job Description
Responsible for providing technical support to global clients remotely.
Requirements:
BE/B Tech in Computer Science, Electronics and Communications, or Electrical Engineering
6+ years of relevant customer support experience in the Telecom applications such as Prepaid, Postpaid, NGIN, Voicemail, and Unified Messaging
Good experience in rendering the highest degree of technical support (Tier 2 and Tier 3)
Having high technical troubleshooting skills to handle complex issues in real-time
Telecom signaling protocols: SS7, SIGTRAN, TCAP, INAP, AIN, and SIP
Operating Systems: Solaris, Linux, and Windows
Databases: Oracle 10g, 11g, 12c, and MySQL
Basic knowledge of SQL queries, UNIX shell scripting, networking concepts, routers, and switches
Extensive knowledge of call processing flows
Advanced troubleshooting skills for handling post-production issues like real-time recovery, root cause analysis, issue investigation, and realization with a strong customer focus
System administration, installation, regular maintenance, and patch implementation
Provide on-site support (international travel), if required
Provide round-the-clock customer support
High incident management, analytical, and problem-solving abilities
Good verbal and written communication skills
Quick in learning new problem areas and technologies
Qualifications
Roles and Responsibilities:
Work on complex problems and carry out exhaustive investigation/analysis along with necessary follow-up activities to identify the root cause and key out effective workarounds to resolve the field issues
Simulate technical problems in the lab to identify potential patterns of unexpected behavior needed to understand the root cause of the problem
Prioritize and stimulate requisite escalations and maintain high standards of cross-functional communication to ensure visibility, traction, and ultimate closure
Carry out system/database administration, proactive maintenance, and software and hardware upgrades on a timely basis
Formulate technical action plans for analyzing and resolving end-to-end solutions, devise effective and speedy recovery of processes to meet the service SLAs
Track and analyze outage patterns, escalate service requests, and escalation trends to maintain a high level of customer satisfaction, and devise incremental continuous improvement within service delivery terms
If you are passionate about technology, love personal growth and opportunity, come see what TNS is all about!
TNS is an equal opportunity employer. TNS evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability/handicap status or any other legally protected characteristic.
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