Back Office Engineer

Location: Ex-Hacienda el Marqués

Job Summary

Responsibilities & Tasks
Network surveillance, 2nd level restoration, preventative maintenance & statistics measurements to discover malfunctions and recurring disturbances
Solve all problems detected and ensure the correct handling of similar issues in the future.
Create lesson learned of the problem handled and maintain lesson learned database updated.
SPOC with field services engineers to work together on faults at the remote sites and to follow-up to close and record data on faults found in the network on the Trouble Ticket System
Helping & coaching FO Engineers to develop and increase their competence
Analyzing all sites down cases to identify if it was due to problems related to energy, if so proceed to handle the Trouble Ticket until the solution, otherwise send Trouble Ticket back to the customer.
Monitors, performs troubleshooting, fault acknowledge and fault analysis (follow up and close trouble tickets)
Create and send a shift reports
Work with the application for trouble ticket management
Maintains the service delivery level within the agreed SLAs
Follow-up on incidents, registered but not solved (backlog), escalated to next level support.
Interprets / understands technical information and prepares technical documentation
Working independently and within team to keep the competence and skills up to date
Solves standard problems based on the existing procedures
Work with the application for trouble ticket management
Controls and manages complex technical situations/projects in a calm and professional manner (required to provide technical input in technical conference bridges)
Work in an international environment, with customers and suppliers
Use effectively telecom knowledge to manage faults and customer demands

Core Competences:
A BO engineer interacts with other technicians, customer technical staff and other groups within Service Delivery organization (other Front Office teams, Incident Manager, Back Office, Problem Management, Change Manager).
Customer care & sense of urgency
Coach FO Engineers
Ability to work on own initiative.
Availability to work in shifts.
Good self-awareness.
Actively seeks out tasks that help develop skills and knowledge.
Flexible and adaptable approach to problem solving.
Actively encourage strong working relationships with other teams.
Fluent in English: conversation and writing
Strong communication & troubleshooting skills
Aptitude for quickly learning technical and procedural topics
Strong analytical and organizational skills
Self-starter and pro-active
Strong performance focus
Self-motivated and works well under pressure.
Excellent team-working skills, stress resistant
Work independently, keep own competence and skills up to date
Basic understanding of network monitoring concepts and management tools.
Capable of multi-tasking, good time management and prioritization of workload

Minimum Qualifications & Experience Requirement
Bachelor’s Degree in Computer Science, Electric/Telecom Engineering, Information Technology or related fields or relevant equivalent experience
Min 12-18 Months experience in a Technical Support or similar role.
Proven track record within a NOC, IT or ISP environment.
Understanding of 2G-3G-4G telecom networks, network elements and telecom services
Good Knowledge in SIP, H248, SS7, CAP, PCAP, 3

GPP Protocols
Preferable work as a Tier 2 in Telecom provider, Providing support in MSC, SG, UMG, SBC, UPCC, STP, HLR/HSS, MME, GGSN and IMS.

Certifications:

Any Certification related to Telecom shall be an added advantage