Technical Support Engineer Job Description

Overview:

A technical service support position is open for a skilled, enthusiastic, and service-oriented
engineer in VANU, a growing telecommunications company for its office in Bangalore.
Vanu Inc is a global leader in providing wireless coverage to rural markets worldwide that don’t
have coverage today. Joining as a Technical support engineer, you will provide software and
hardware support and guidance to existing and potential customers of Vanu Inc.
The technical support engineer provides remote assistance to customers for the operation and
maintenance of Vanu network elements. Key responsibilities include troubleshooting,
maintenance, integration, and overall support of Vanu software.

Key Job Responsibilities:

• Provide technical support by email, phone & CRM Service Requests to resolve issues in
  customer networks
• Develop a general understanding of OS and software applications related to company
  products and services
• To provide support and guidance to customers for operations and maintenance of
  2G/3G/4G radio access networks
• Identify and correct operational issues in customer networks
• Configuration of radio access network equipment and related software from central
  office
• Support customer lab and customer markets for software and hardware new feature
  introduction
• Understanding and ability to organize the field trials of greenfield networks
• Create and execute the test cases for acceptance of NE in customer networks
• Analysis of KPIs to identify and resolve customer complaints
• Troubleshoot issues by analysing device logs and call traces
• Work with Engineering and SQA to identify and resolve technical issues
• Provide training to clients in the use of Vanu products
• Perform software upgrades and migration in production networks
• Create and maintain account updates using company’s CRM software
• Create and maintain documentation of all incidents

Minimum Requirements:

• Bachelor’s in science or Engineering Degree or equivalent Technical Degree and 6 – 8
  years of work experience
• Must be willing to work flexible hours including availability at nights and weekends for
  remote support as required
• Work experience in NOC or Customer support in a service provider or OEM
• Understanding of GSM, 3G and LTE architectures and call flows will be an advantage
• Solid verbal, written and interpersonal communication skills
• Ability to adeptly solve problems
• Computer skills: knowledge of Linux Operating systems, Cisco Routers and switches,
  capturing and decoding network packet captures, network monitoring tools and utilities

Vanu, Inc. is an Equal Opportunity Employer.

If interested, please send resume and message to careers@vanu.com. We look forward to hearing from you!