Job description
Further Enterprise Solutions (www.furtherllc.com) is a leading source of technical engineering, end-to-end turnkey solutions, and software development services in the rapidly expanding telecom industry. Founded in 2002 by wireless industry veterans, FES has grown to become a trusted partner, delivering innovative solutions for Tier 1 telecommunications providers and equipment manufacturers. FES is headquartered in Philadelphia, PA with branch offices throughout the U.S. and Canada, offering rapid response and a local presence for our clients and their teams!
Role: Alarm Monitor Engineer
Location: Plano, TX. The candidate needs to be onsite.
Expected Duration: 12 months
Description:
Provide support to multi-functional team of R&D, Program Management, Core Networking, RF Engineering, Transport and Technical/Training Support to fulfill multi-technology wireless networks monitoring across customer markets. The goal is to eliminate the impact of alarms on KPIs and system performance. Scope includes the following:
- 7X 24 Alarm Monitoring and creating trouble tickets Alarm Troubleshooting: Analyze the severity of the alarms to understand the service impact and take corrective actions (Reset RRH, change system parameters, etc. via LSM commands) to clear the alarms
- Engage Tier 2/Tier 3 Support teams as necessary and capture system logs
- Notify various teams when on-site troubleshooting is required
- Engage Field Support team to schedule on-site tech visits and provide troubleshooting support
- Document troubleshooting steps and update the Trouble tickets
- Escalate issues to upper management for “critical service impacting” issues (Sev 1 & Sev 2) and meet the SLA requirements
- Perform Alarm trending and generate reports for teams as necessary
- Document tickets and follow through until closure upon clearing the Alarms
- Other duties as assigned
- Bachelors’ or Masters’ Degree in engineering (EE, CE, ME, CS, or equivalent technical degree) with 2+ years of industry experience
- Prior experience of using element management system (EMS) with GUI and CLI. Experience of LSM, or vLSM, VSM, or USM is a plus
- Prior experience of using ticketing and reporting tools
- Knowledgeable of Wireless Network and Mobile Interworking (Core, BSC, RAN or IP) network elements
- Strong interpersonal skills, ability to take ownership, and the ability to identify and solve problems quickly in a fast-paced environment
- The ability to develop and maintain excellent working relationships with multiples levels within the company and with external contacts
- Demonstrated English language competency in both oral and written communication modes for both internal and external communications
- Work under very little supervision and guidance to identify and ensure achievement of team goals and to complete individual work assignments within established time frames
- The demonstrated ability to solve problems involving highly diverse conditions requiring creativity to search for solutions among learned things
- Interact with all levels within the organizations
- We are fine with fresh engineers with little background or work experience
- This job is mainly like a NOC engineer - looking for alarms and emails, ticket queue, assigning tickets, follow up with TAC engineers to make sure the queues are not backed up, looking at health reports and pointing out issue / patterns etc
- Most of what they will be doing will be something we will provide training on
- Answering calls, SMS, checking emails and SMS on phone, replying quickly
- Escalating to leads and managers on time to get the right attention quickly
- Other duties as assigned
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