We are currently seeking an experienced Customer Support Engineer to work On-Site with customers in this fast-paced technology environment with a deep understanding of 4G LTE Core Network (EPC) & Radio Access Network (RAN).
Candidate should have a good understanding and experience in the core network and service assurance, subscriber analytics, Big Data analytics, CEM, VoLTE and IMS concepts.
Primary responsibility is to ensure that the customer always has access to the critical data that our products provide. This person must be keen to research and troubleshoot issues, primarily on their own and provide guidance, recommendations & assistance to resolve issues.
This position serves as the Subject Matter Expert (SME) in 4G Core network (EPC) along with IMS and VoLTE. This position performs hands on and consultative support to customers and maintenance of highly complex NETSCOUT deployment including nGeniusONE Appliances, Probes, InfiniStreams, IRIS Session Analyzer, nGenius Business Analytics, TrueCall system and nGenius Subscriber Analyzer solutions.
This position will work at our Customer location in Toronto, CA.
Essential Responsibilities :
Work with customers to troubleshoot and resolve complex 4G Core & RAN problems and product issues
Using NETSCOUT tools, design and develop advanced Big Data Analytics reporting covering areas of network and service assurance, subscriber analytics, CEM, reporting for 4G / 5G networks
Identify and execute strategic customer focused projects
Interface with our world-class Support, Sales, development and SQA teams to identify and to resolve customer issues
Utilizing NETSCOUT's Knowledge Management database, research & develop technical tips and solutions
Coordinate changes to the configuration, upgrades and NETSCOUT related matters
Provide documented in-depth technical solutions and training for customer and other engineers
Contribute to the development and ongoing improvement of Technical Support procedures and infrastructure
Advise customer on network management best practices using NETSCOUT product suite
Required Skills :
Bachelors Degree in Electronics / Communication / Electrical or Computer Science / Network Security or equivalent experience
Must have minimum of 5 years of experience in Telecom Service Provider industry or Telco vendor industry
Minimum of 5-years supporting critical customers at their location
Experience working remotely, but cooperatively with HQ
Must have a solid understanding of 4G LTE core network (EPC).
Good to have RAN experience but not a must.
Experience with data analytics platforms such as HPE Vertica, PostgreSQL, MicroStrategy, Docker, Kafka, Elasticsearch preferred.
Proven experience in network management and monitoring
Expert knowledge of a wide range of state-of-the-art network practices and technology to advice on resolution of critical and complex network issues
Strong end-to-end technical knowledge in the following areas : 4G LTE EPC along with IMS & VoLTE.
Solid understanding of 4G, 5G Wireless Protocols along with TCP / IP, IMS, SIP, MGCP, H.323, RTP, GTP, GRE, etc.
Working experience with NETSCOUT products would be a plus.
Hands on experience with Protocol Analyzer tools and debugging tools
Expert-level understanding of system protocols and interfaces that are used within a wireless network
Strong Unix / Linux / Storage systems knowledge and adept on the related disciplines
CCNA required (CCNP preferred)
Server Hardware Support Certification is a plus (Dell DOSD)
Linux Certification required (RHTC minimum)
Experience in project management and managing with multiple projects. (PMP preferred)
Requirements : Education
Bachelors (or equivalent work experience)
Bachelors (or equivalent work experience) Job Type
CA-ON-Toronto, Canada, - Toronto
CA-ON-Toronto, Canada, - Toronto Preferred Language