Our client is a dynamic and growing telecommunications company specializing in travel roaming services. They are seeking a dedicated and technically proficient professional to strengthen their support operations team and maintain exceptional service quality for their global network users.

ROLE

The Level 2 Technical Engineer will be responsible for advanced support and maintenance of mobile network services. This includes incident management, performance monitoring, technical troubleshooting, and coordination with both internal teams and external vendors. The role demands solid experience in telecom technologies and a proactive approach to ensuring service reliability and efficiency.

RESPONSIBILITIES

Incident Management

• Provide L2 technical support, ensuring resolution of network incidents within SLA timeframes.


• Troubleshoot complex issues, particularly those affecting data roaming services.


• Escalate unresolved issues to third-party vendors as needed.

Network Monitoring & Performance

• Monitor network health and conduct proactive tests using tools like Sigos.


• Analyze KPIs to detect and resolve performance issues and propose optimizations.

Customer Support

• Serve as a technical resource for internal support teams.


• Provide or request detailed Root Cause Analyses for recurring or high-impact issues.

Configuration & Maintenance

• Assist with network configuration changes and system upgrades.


• Manage provisioning systems and signaling protocols (e.g., SS7, Diameter, SIP).

Documentation & Reporting

• Keep comprehensive records of incidents, configurations, and resolutions.


• Generate reports on network trends, performance metrics, and SLA adherence.

Collaboration

• Coordinate with support teams and external partners to ensure uninterrupted service.


• Participate in a 24/7 on-call rotation schedule.

Technical Skills

• Proficient in GSM, UMTS, LTE, and 5G network technologies.


• Experience with core network elements (e.g., HLR, HSS, GGSN, PGW, IMS).


• Advanced knowledge of signaling protocols such as SS7, Diameter, and SIP.


• Understanding of OSS/BSS platforms and SIM provisioning processes.

Analytical Skills

• Strong diagnostic abilities with a focus on identifying root causes and challenging vendor recommendations when needed.

Communication Skills

• Capable of effectively conveying technical details to non-technical stakeholders.

Experience

• Minimum 3 years in telecom support, preferably within MVNO/MNO environments.


• Familiarity with monitoring tools like Sigos and Grafana.


• Proficiency in English; additional language proficiency is a plus.

Preferred Certifications

• CCNA, JNCIA, or similar credentials.


• Certifications in 3GPP or LTE/5G technologies are advantageous.

Other Requirements

• Bachelor’s degree in Telecommunications, Computer Science, or a related discipline (or equivalent experience).


• Willingness to work on-call and during off-hours as needed.