Technical Support Engineer providing specialized support in global customer service at Scania. Resolving technical issues and assisting distributors with product diagnostics and documentation.
About the role
- Support Engineer Level 2 working in telecommunications environments focused on VAS and IoT. Involves troubleshooting technical incidents in critical service settings.
Responsibilities
- Perform advanced technical analysis and Level 2 troubleshooting of incidents in VAS and IoT environments.
- Investigate and resolve issues related to telecommunications networks, systems, and applications.
- Interact with customers, internal teams, partners, and service providers for diagnosis and resolution of incidents.
- Lead and participate in technical bridge calls to collaboratively resolve critical incidents.
- Implement temporary workarounds to minimize impact and ensure service continuity.
- Work collaboratively with L1/NOC and L3 teams for escalation and resolution of complex issues.
- Ensure compliance with customer-agreed SLAs by monitoring incidents and resolution timelines.
- Support technical activities related to installation, configuration, and infrastructure support, including systems, virtual machines, and connectivity.
- Prepare technical reports and participate in root cause analysis (RCA) of incidents.
Requirements
- 3 to 5 years of experience in technical support, operations, or maintenance within telecommunications environments.
- Experience managing and resolving technical incidents in critical environments.
- Experience in VAS, IoT, or mobile network environments is a plus.
- Bachelor's degree in Engineering, Telecommunications, Information Technology, or related fields.
- Linux and/or Solaris operating systems
- Shell scripting and basic automation
- Programming or scripting in Python (advantageous)
- Oracle or MySQL databases, with solid SQL knowledge
- Telecommunications protocols such as GSM, SS7, SIGTRAN, and Diameter.
- Knowledge of call flows and routing in Core/VAS networks (3G, 4G, or 5G).
- Protocols such as MAP, CAMEL, INAP, GPRS, or SMPP.
- Experience with CDR (Call Detail Records) and billing systems.
- Technical tools such as Wireshark, Postman, Jenkins, and Ansible.
- Knowledge of APIs and integration testing.
Benefits
- Hybrid work model – approximately 3 days on-site and 2 days remote, depending on project needs.
- All positions are open to candidates with disabilities; we promote gender and racial/ethnic equity.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
Technical Support role in field operations specializing in blade repair. Providing technical inputs, assessing blade damage, and mentoring service teams in a global firm.
Support Engineer providing IT support for international clients at UPGREAT AG. Managing tickets and ensuring client systems are stable with a focus on Microsoft environments.
Temporary Project & Data Support Analyst assisting Professional Services team with project coordination and data analysis tasks using Excel and AI tools.
Support Engineer managing customer interactions and engineering tasks related to product and software enhancements. Conducting demonstrations and troubleshooting while ensuring client satisfaction from Turkey.
Software Support Technician responsible for first - and second - line support of software applications at iKnowHow Group. Collaborating with teams and assisting users for optimal software functionality.
Intern supporting customer success at Plan A with AI bot optimization. Engaging in technical support, documentation, and sustainability initiatives in a hybrid working environment.
IT Junior Support Analyst ensuring clients maintain access to their critical information assets. Collaborating with professionals to keep ahead of industry trends while receiving exceptional service and support.
Senior Technical Support Specialist providing technical support for ad tech solutions in India. Working with an international team to resolve technical issues and enhance customer satisfaction.
Senior Support Technician at First Focus providing technical support aligned to Australian business hours. Collaborating with clients and engineers in a hybrid working setup.