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Assurance Support engineer
Assurance Support engineer
Assurance Support engineer
Top Connect OÜ
Assurance Support engineer
Assurance Support engineer

Assurance Support engineerTop Connect OÜ

Assurance Support engineer

Tasks:

  • Proactive in recognizing and handling uptime and performance challenges
  • Troubleshoot the service / system and provide root cause analysis
  • Troubleshoot performance and stability issues of the services using a wide variety of tools.
  • Provide Assurance support for IoT platform and manage customer associated platform processes for the IoT platform and any other associated systems.
  • Provide technical support and assurance for problems with IoT products and services
  • Act as Assurance escalation point from clients for all IoT platform related request and incidents.
  • Manage the Assurance support resolution queue and highlight any process improvements to enhance efficiencies.
  • Analyse and resolve problems / queries or where appropriate prioritize, allocate and escalate to third/fourth line support (either of which may be internal or third party).
  • Gather accurate detail for both new, change and information requests for prioritization and allocation to third/fourth line support.
  • Monitor the status of the IoT SIM management platform and associated systems through toolsets provided
  • Provide excellent customer assurance service, with an attitude of exceeding SLA’s 
  • Support the implementation of new systems and software and the delivery of data reports.
  • Become a proficient user of all toolsets (Nomad, Tayana, Grafana, Jira Service Management system and others) to assist customer queries and internal requests.
  • Independently managing own workload, ensuring that accurate and up to date notes are maintained at all time.

Knowledge, Skills & Experience:

  • University degree in Telecommunication / IT or equivalent experience
  • BTec or equivalent in IoT or Telecommunications.
  • Understanding of SS7 and packet switch data exchange
  • Knowledge of IoT products and solutions
  • Demonstrate a proven track record within a similar technical environment.
  • Ability to troubleshoot complex problems throughout the whole technology stack
  • Effective communication and influencing skills
  • Ability to troubleshoot complex problems throughout the whole technology stack
  • Power user of PostgreSQL, MySQl, Oracle databases
  • Issue resolution experience (including Root Cause Analysis)
  • Perfect / Fluent English (verbal and written) & Russian

Personal Skills:

  • Good time management and prioritization skills, multitasking
  • Working efficiently in emergency situations
  • Analytical and methodical.
  • Good organisational, prioritisation and coordination skills.
  • Ability to assimilate and relay technical information.
  • Excellent problem-solving skills.

Beneficial:

  • IP knowledge in Firewalls, VPN's/IPSEC's
  • Good understanding of the service management and delivery framework (ITIL)
  • Minimum 3 years of professional experience in Telecom Operator or Vendor

We offer:

  • Job in a trusted International company
  • A professional working environment;
  • Massive international knowledge base;
  • A wide range of clients and assignments;
  • Various training opportunities;
  • Competitive compensation package

Additional information

Work in shifts during EU and US time

We will only contact candidates who have passed to the short list.

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