TAC Engineer - Support Engineer 3 $00,000/yr
Locations MD,NY,Ohio
Experience Range
3 -5 Years
Job Description & Skill Requirement
3 must haves:
-Tier 1 / Tier 2 troubleshooting skills (including customer service skills including answering phone calls)
- Bachelor of Science in Engineering/Mathematics
- Willing to work shift work 24X7X365
3 preferred:
-4G and 5G wireless knowledge and experience
- Effectively manage all aspects of a customer Severity 1 &2 outage/tickets from start to finish
-Trouble ticket management
Job Description - TAC Engineer
Position Summary:
- Effectively communicate orally internally and externally
- Effectively manage all aspects of a customer Severity 1 &2 outage/tickets from start to finish keeping peers and Samsung management informed of event status
- Professionally answer customer phone calls
- Develop a method to effectively manage the trouble ticket process for Severity 3&4 tickets including completion by due date, follow up, and status to the customer
- Ability to provide high customer satisfaction related to issue resolution
- Must have 3G and 4G wireless knowledge and experience
- Very strong troubleshooting skills
- Must be process driven
- Must be willing to work shift work 24X7X365
- Must be willing to be on call 7X24X365
- Very good customer skills
Experience:
- 3+ years in a Tier 1/2 support in a major Telecommunications provider
- Experienced in technical trouble shooting process
- Experience managing third party vendors
- Experience as a telecommunications vendor is a plus
- Knowledge of wireless networks
- Ability to drive issues to resolution, while maintaining professionalism in all communications with both internal and external contacts - this included multitasking and driving issues to resolution
Educational Requirements:
- Excellent verbal and written communication
- Ability to work with internal and external teams
- Good trouble shooting skills
- All candidates are expected to be self-motivated, strong individual contributors
- Applicant must have self-confidence skills
- Excellent Microsoft Office Skills
- Bachelor’s degree or equivalent experience
- Experience CDMA 1xRTT and EVDO (3G), LTE (4G), and 5G
Job Type: Full-time
Schedule:
Experience:
- 3G and 4G wireless knowledge : 7 years (Preferred)
- Tier 1 / Tier 2 troubleshooting skills : 7 years (Preferred)
- Trouble ticket management: 7 years (Preferred)