N4-TAC Lead Engineer Plano, TX

N4-TAC Lead Engineer Plano, TX
Samsung, United States

Experience
2 Years
Salary
0 - 0 USD
Job Type
Job Shift
Job Category
Traveling
No
Career Level
Telecommute
No
Qualification
As Described in Job Ad
Total Vacancies
1 Job
Posted on
Feb 24, 2021
Last Date
Mar 24, 2021
Location(s)

Job Description

Position Summary

If you have ambitions to be a part of a Best in Class organization, Samsung’s Wireless Networks team is the place to be. The role of the Wireless Networks Team is to support our carrier customers through innovative technology & products. The dynamic culture at Samsung offers both great challenge and great reward. If you want to work among the very best talent in the industry, working on the most innovative products in the world, Samsung is the place to be.
We are looking for a TAC Engineer to join our Wireless Networks team. You will be a key contributor being technical interface to customer market teams. You will have your finger on the pulse of the entire customer network. You will monitor the network health, make improvement recommendations and repair the network. You will represent Samsung when leading network outage discussions in a multi-vendor environment.
Networks Division:
If you have ambitions to be a part of a Best in Class organization, Samsung’s Wireless Networks team is the place to be! The role of the Wireless Networks Team is to support our carrier customers with innovative technology and market-leading products and solutions in areas like 5G. The dynamic culture at Samsung offers both great challenge and great reward. If you want to work among the very best talent in the industry, working on the most innovative products in the world, Samsung is the place to be.

Role and Responsibilities

Essential Duties and Responsibilities:

Provide in-depth technical analysis, check network connectivity, and support customer as needed

Knowledgeable on 3G 3GPP2, 4G, or 5G 3GPP technologies

Ability to lead a 24x7 support team to maintain a high performing customer network

Strong customer focus

Strong communication and presentation skills

Lead calls with customers on technical discussions and ensuring issues are resolved to their satisfaction

Manage escalations internally and externally.

Manage Shift activities for a team of 10+ engineers

Strong knowledge in LTE and network architecture (RAN and CORE Network Elements) and IP network

Provide 24/7 on-call support as needed for commercial network outages and network performance issues within the region

Ensure the latest ticket status ticket status is provided to the customers

Be able to proactively perform data audit, SW/FW audit, and health check of the OSS if needed

Be able to collect logs and perform log analysis for discussions with Tier3 and HQ on various issues

Reduce the number of tickets escalated from TAC to Tier 2 to Tier 3 to HQ

Strong on customer support as well as data analysis of logs, etc.

Must be able to drive for issue resolution with other Engineering teams

Provide 24X7 support as needed for commercial Network outages and network performance issues. Also provide technical reviews and provide support to customers as needed

Experience with wireless network architecture, protocols, RF optimization and standards

Develop Root Cause Analysis (RCA) on outages or market performance issues

Continually analyze and improve existing support processes to improve resolution time and customer satisfaction

Ensure high severity issues (sev1 & sev2) are resolved to meet the agreed SLA requirements

Success Criteria:

Able to manage the Sev1/Sev2 outage processes to ensure internal teams join the outage bridge quickly and resolve the customer issue within SLA

Trouble tickets should be updated weekly

Trouble tickets should be closed within SLA time

TAC should resolve 75% of the issues without going to a higher level support

Job Specification

Skills and Qualifications

Education, Work experience and necessary Skills & Attributes:

3-5 years’ experience with Bachelor’s Degree or 6+ years of experience

Very familiar with the Wireless Network and Mobile Interworking (RAN or IP).

Very familiar with 4G/5G Network

Good knowledge of trouble ticket and knowledge management systems

Good customer support experience

Good analytical skills to investigate and evaluate trending data for issue resolution

Necessary Skills and attributes:

The ability to plan, organize and prioritize multiple projects, sales and simultaneous performance objectives. Work independently in determining your personal work schedule to be productive. Work in a team environment, in order to achieve personal and team project milestones and to complete assignments within established time frames. Accept tasks and problems/situations that differ, requiring creativity to search for optimal solutions, when only broad and general guidelines exist for solving problems. The ability to utilize implied knowledge of task alternatives and to make spontaneous decisions using past experience and the guidance and/or successful experiences of others. Demonstrated ability to interact at multiple levels within customers organizations. Negotiate with and convince others, in a potentially adversarial environment, including customer directors, managers and staff with opposing views to accept/approve plans, technical and project recommendations. Make professional technical sales presentations in writing, through email, reports, or orally, to an audience of high technical skills, management and operational experience. Ability to achieve results within established time frames and requirements. Develop accurate proposals and designs to meet customer needs.

Physical/Mental Demands:

Must be able to work under pressure and willing to work 24x7 schedules and/or on-call environment.

Work generally is performed in an office and/or lab environment – may need to travel 0 to 10%

Operate PC and product test equipment more than 75% of work time.

Work is generally performed in an office environment. Operate a computer keyboard and view a video display terminal between more than 50% of work time, including prolonged periods of time. Requires considerable work utilizing high visual acuity / detail, numeric / character distinction and moderate hand / finger dexterity. The movement and transportation of equipment, most of the time is under 25 pounds. Performs work under time schedules and stress which are normally periodic or cyclical, including time sensitive deadlines, intellectual challenges and project management deadlines. Machines, tools, equipment, and work aids include PC’s, printers, copiers, faxes and other equipment commonly associated with an office work area. May require working additional hours beyond normal schedule. Travel varies depending on position. Consistently demonstrates a commitment to policies and procedures, including but not limited to, attendance, confidentiality, conflict of interest and ethical responsibilities.

Job Rewards and Benefits

Samsung

Electrical/Electronic Manufacturing - Suwon, South Korea
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