The Telecom Technical Support Engineer will provide technical support to customers, troubleshooting issues with wireless and IT infrastructure products. This role involves resolving technical problems via phone, email, remote access, or on-site visits, and may include tasks like commissioning, integration, testing, and troubleshooting, Documenting help desk tickets/resolutions, and maintain defective device inventory list for shop, Perform diagnostics, troubleshooting, repairs and upgrade on all access devices.
Key Responsibilities:
Troubleshooting and Support:
- Diagnosing and resolving hardware and software issues related to telecom products (e.g., UMTS/LTE RAN, storage solutions, IT networks).
Customer Interaction:
- Providing technical assistance to enterprise customers via phone, email, remote access, or on-site visits.
Product Expertise:
- Maintaining a deep understanding of products and services, including their functionalities, configurations, and troubleshooting procedures.
Documentation and Reporting:
- Creating and maintaining technical documentation, including solution implementation documents and reports on issue resolution.
Training and Knowledge Sharing:
- Providing technical training to customers and partners, and contributing to the development of training materials.
Escalation Management:
- Identifying and escalating complex issues to higher-level engineering teams or specialized support groups.
Project Support:
- Assisting with the implementation, integration, and testing of products in customer environments.
Skills and Qualifications:
Technical Knowledge:
- Strong understanding of telecommunications networks, including wireless technologies (UMTS/LTE), data communication, and IT infrastructure.
Problem-Solving:
- Excellent analytical and problem-solving skills to diagnose and resolve technical issues.
Communication Skills:
- Strong verbal and written communication skills to effectively interact with customers and colleagues.
Customer Focus:
- A commitment to providing excellent customer service and ensuring customer satisfaction.
Teamwork:
- Ability to work effectively as part of a team and collaborate with other engineers and specialists.
Education & Requirements
- A Bachelor's degree in Telecommunications, Computer Science, or a related field is often required.
- Proficient in WiFi, WiMAx, LTE, TCP/IP, WLAN, Ethernet, LAN, WAN, Device/Network level Troubleshooting, Computers (OS & Application Level), Analytical, Internet and Tech savvy, Customer Focused, Team Player,
- Desired Attributes Relevant Industry Experience, been on the front end handling customers and team.
- Qualifications HND / Graduate / Post Graduate in Electrical/Electronics/Computer/Communication/Info Tech
- Desired Experience 2 to 3 years in similar profile
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