Main purpose of the role and key responsibilities:
Provides operational support to the Customer Care Team:
- Acts as Case Owner for all BTS technical support issues raised by the customer.
- Provides technical assistance to the regional care managers to provide local support to customers.
- Participates in regular review meetings with the customers.
- Responsible for follow-up investigation and resolution of BTS PRONTO’s with the BTS PL. - Provide emergency call-out support as required.
- Supports operations services such as traffic rehomes, network retunes, and feature activations as required.
Provides additional BTS Technical Support to customers:
- Weekly rotations in the 24/7 on-call helpdesk, troubleshooting problems after-hours in the customer networks. Customer and Partner support for BTS implementation and software maintenance:
- Provides local support to our partners and customers in the planning and execution of network expansions.
- Provides local support to our partners and customers in the planning and execution of BTS SW maintenance.
Requirements:
BSc Electronics and Communications Engineering, Electrical engineering or equivalent - 2 years experience in BTS equipment implementation and technical support.- 3 years experience working with GSM including understanding of BTS, BSC, MSC, and SGSN network elements
Personal Attributes:
Strong knowledge and experience in Care Services and customer interface. Good communication, management, and leadership skills. Self motivated well-organized individual who can prioritize work and handle multiple tasks. Ability to interact with a variety of people and work well with others in a fast paced environment. Strong customer communication skills. Ability to work and learn independently.
