Remote support engineer troubleshooting automated flow cytometry instruments for BD Bioscience customers. Providing phone - based technical assistance across North America and documenting service interactions.
About the role
- Support Engineer managing continuous operations of software-based mobile networks. Troubleshooting, incident management, and client support in a 24/7 environment.
Responsibilities
- Continuous operations of the solution
- Support client’s tech teams 24/7 via an online portal, phone, email, and chat
- Manage incidents to resolve all issues within the agreed SLA, including escalation to higher support levels when necessary
- Troubleshoot IMS Telco or Cloud-related issues
- Keep clients updated on the progress
- Continuously monitor the deployed solutions
- Continuously improve internal processes and KPI
Requirements
- Experience with Linux machines (setup, admin, operation)
- Experience with networking infrastructures including routing, switching, firewalls, and load balancing techniques
- Debugging and tracing skills (Wireshark)
- You are experienced with IMS
- Very good communication and customer handling skills
- Fluency in English
- Available to work in rotating shifts
- Experience providing support to technical clients and their teams
- Nice to have: Knowledge of signaling standards and protocols such as SIP and Diameter
- Experience with Kubernetes administration
- Worked with public clouds like AWS and GCP
- Experience in mobile networks (EPC and 5G)
Benefits
- Work-Life-Balance is a priority: Flexible working that suits you - we live and breathe a hybrid remote culture and don't mind where and when you work
- Mobility benefit, fitness benefit, language class benefit and wellness benefit (for full-time employees)
- Home office budget (for full-time employees)
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Tech skills
Location requirements
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