Telecom- Operations Support Engineer – Tier 2

Job description
We are looking for a 4G LTE / 5G NR Tier 2 Network Support Engineer to join our Wireless Networks team. Initially, you will be a key contributor on our FOA team executing complex text cases in a live production environment to gain customer acceptance of new product software, new hardware revisions, new never before seen virtual products and cutting edge hardware. At other times, you will support those products being technical interface to customer market teams. You’ll have your finger on the pulse of the entire customer network. You will monitor the network health, make improvement recommendations and repair the network. You represent Samsung when leading network outages in a multi-vendor environment.
Essential Duties and Responsibilities:

• Execute Regression and New Feature test cases in a live production pre-GA environment
• Work as part of a project team working to gain customer GA acceptance of new software and HW products
• Provide in-depth technical log analysis, check network configuration, and support customer as needed
• Knowledgeable on 4G and/or 5G 3GPP technologies
• Be able to work in Samsung’s System Integration lab, customer labs, and commercial networks for reproducing, troubleshooting and investigating poor performance related issues
• Strong on customer support as well as data analysis of logs and pcaps etc
• Must be able to drive for resolutions with other Engineering team on an open ticket
• Provide 24/7 on-call support as needed for commercial Network outages and network performance issues. Also provide technical reviews and provide support to customers as needed
• Experience with wireless network architecture, protocols, RF optimization and standards
• Develop Root Cause Analysis (RCA) on outages or market performance issues (e.g., throughput, accessibility, sustainability, handovers (Intra/X2/S1), capacity and coverage)
• Be able to review various Engineering MOPs and identify missing steps or issues if any
• Be able to proactively perform data audit, SW/FW audit, and health check of the OSS if needed
• Be able to collect logs and perform log analysis for discussions with Tier3 and HQ on various issues
• Resolve high severity issues (sev1 & sev2) to meet the agreed SLA requirements – 2nd level incident analysis
• Provide updates and resolutions on open tickets

Success Criteria:

• Be able to understand new features and at times develop test procedures used to validate the feature
• Maintain a schedule for test case execution to meet launch dates
• Be able to train provide guidance and support to other team members on new project, processes, etc. as needed

Other Skills:

• Familiar with RLC/MAC layer, different types of control channel and traffic channels, network access procedures, power control, handover algorithms, QoS types, TDD/FDD modes, HARQ/ARQ concepts, etc.
• Be able to develop tools and scripts to automate tasks on OSS and eNBs to aide with the investigation as needed
• Background / Experience Required:
• Customer support or lab testing experience is preferred

Job Type: Full-time

Pay: $50.00 – $55.00 per hour

Schedule:

• 10 hour shift

Ability to commute/relocate:

• Plano, TX 75023: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Computer networking: 1 year (Preferred)
• on 4G and/or 5G 3GPP technologies: 5 years (Preferred)
• Develop Root Cause Analysis (RCA): 5 years (Preferred)

Security clearance:

• Confidential (Preferred)

Work Location: One location