Job Description
People come to work at Parallel Wireless because we are building the future of telecom. They stay, because they are challenged and driven by an incredible product and team. We take pride in our commitment to employee development, and our culture fosters an atmosphere of empowerment, trust, respect, and communication. Learn more about our mission, vision and values.
Job Description:
We are looking for a Customer Support Engineer for remote network monitoring and KPI reporting with technical experience in the Radio Access Network. As part of PW’s Customer Experience organization, this role would interface with PW’s service provider customers, as well as, PW Customer Support, Systems Engineering and Development teams.
Key Job Functions
Will be part of a 24x7 remote network monitoring team working on a rotating shift basis.
Responsible for KPI and technical reporting for the Customer Support team.
Collaborate with peer teams to identify their specific reporting requirements.
Deliver daily, weekly and monthly reports to internal teams.
Define and document methodologies and procedures for recurring reports.
Implement automations to reduce the report generation effort and to increase accuracy in the reporting results and information.
Assist with the presentation and explaining technical analysis, KPIs, Statistics and Root Cause Analysis to customers for their production environment and mission critical systems.
Understand system management on a wide range of network technologies including GSM, UMTS, LTE, LTE-Advanced and proprietary systems.
Perform first level technical support and analysis on issues found during network monitoring.
Job Requirements
3 to 7 years of hands-on technical support or similar experience in the Radio Access field of the mobile wireless industry.
Direct experience presenting and explaining detailed KPIs and metrics to Customers and internal company leadership.
Strong interpersonal skills with the ability to cultivate a motivated and cohesive team environment.
Must be able to work in 24x7 shift environment with a flexibility to work diverse schedule
Experience in RAN or RF a major plus
Experience in any one of the LTE, UMTS, GSM, WiFi and other Radio Access Technologies.
Experience with LAN/WAN, Routing protocols, TCP/IP, QoS, Tunneling and security protocols.
Unix/Linux systems knowledge.
Knowledgeable in wireless operator methods and practices.
Job Description:
We are looking for a Customer Support Engineer for remote network monitoring and KPI reporting with technical experience in the Radio Access Network. As part of PW’s Customer Experience organization, this role would interface with PW’s service provider customers, as well as, PW Customer Support, Systems Engineering and Development teams.
Key Job Functions
Will be part of a 24x7 remote network monitoring team working on a rotating shift basis.
Responsible for KPI and technical reporting for the Customer Support team.
Collaborate with peer teams to identify their specific reporting requirements.
Deliver daily, weekly and monthly reports to internal teams.
Define and document methodologies and procedures for recurring reports.
Implement automations to reduce the report generation effort and to increase accuracy in the reporting results and information.
Assist with the presentation and explaining technical analysis, KPIs, Statistics and Root Cause Analysis to customers for their production environment and mission critical systems.
Understand system management on a wide range of network technologies including GSM, UMTS, LTE, LTE-Advanced and proprietary systems.
Perform first level technical support and analysis on issues found during network monitoring.
Job Requirements
3 to 7 years of hands-on technical support or similar experience in the Radio Access field of the mobile wireless industry.
Direct experience presenting and explaining detailed KPIs and metrics to Customers and internal company leadership.
Strong interpersonal skills with the ability to cultivate a motivated and cohesive team environment.
Must be able to work in 24x7 shift environment with a flexibility to work diverse schedule
Experience in RAN or RF a major plus
Experience in any one of the LTE, UMTS, GSM, WiFi and other Radio Access Technologies.
Experience with LAN/WAN, Routing protocols, TCP/IP, QoS, Tunneling and security protocols.
Unix/Linux systems knowledge.
Knowledgeable in wireless operator methods and practices.
💡 Quick Summary
Seeking a career-building opportunity? The Customer Support Engineer position is now open for candidates interested in the Customer Care Executive sector. This role in Pune offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Customer Care Executive is a plus.