206107 - Support Engineer

Orion Innovation is a premier, award-winning, global business and technology services firm.  Orion delivers game-changing business transformation and product development rooted in digital strategy, experience design, and engineering, with a unique combination of agility, scale, and maturity.  We work with a wide range of clients across many industries including financial services, professional services, telecommunications and media, consumer products, automotive, industrial automation, professional sports and entertainment, life sciences, ecommerce, and education.

Our Partner

Our partner (listed on NASDAQ) is the leading expert in 5G ready cloud-native, network intelligence solutions for telecom operators transitioning to 5G. Their Network Intelligence consists of Network Visibility, Service Assurance, and Network Insights. The Network Intelligence suite offers intelligent, container-based, on-demand solutions to deliver network analysis from the RAN to the Core for 5G assurance. Utilizing automated and dynamic solutions with smart minimal data collection and on-demand troubleshooting and cutting-edge techniques based on machine learning, these solutions work in harmony to provide operators an understanding of the entire customer experience and allow them to troubleshoot network performance from a high to granular level while reducing storage costs and cloud resource utilization.

Role Overview

As part of the support center for our Partner's EU Customers, we are seeking the most dedicated individuals with telecom experience and the ability to query databases and fetch data to provide technical guidance to major telecom Customers.

Telecom experience is essential because it provides a foundation for understanding the technical components of our Partner's products and services. It enables the support center staff to diagnose and troubleshoot technical issues quickly and efficiently, which is essential in ensuring Customer satisfaction.

Another critical qualification for this position is the ability to query databases and fetch data. It enables the support center staff to access the necessary information quickly and efficiently. It helps in resolving technical issues that may require access to Customer data or product information. Based on that, the Customers are provided with accurate and up-to-date information about our Partner's products and services.

Responsibilities

• Working with the Customer Team on providing information out of our Partner’s tool.
• Analyzing issues relating to Telecom network KPIs. 
• Finding out issues pertaining to Customers’ network and our Partner’s traffic integrations.
• Operations and Maintenance Activities: Daily maintenance and problem resolution. 
• As the case might be, identification, diagnosis, and resolving System-related issues with good troubleshooting and root cause finding. 

Requirements

Must Have:

• 2-3 years of relevant experience. 
• SQL knowledge. 
• Cellular / Telecom protocol understanding & Performance KPI's understanding. 
• Basic system skills: Linux, K8.
• Very good customer interaction interface skills and ability to independently conduct Customer calls. 
• Willingness to work in shifts (24/7) according to the Team roster.
• Willingness to participate in the team’s on-call rotation. 

Nice to Have:

• Knowledge of Wireshark tool.

Reasons to Work with Us

• Competitive financial conditions.
• Opportunity to work on internationally recognized projects.
• Flexible schedule and a hybrid work model, prioritizing remote work as much as possible to support work-life balance.
• An exciting career path within a friendly, dynamic, and growing organization.
• Professional development opportunities in a multicultural environment.
• Private medical coverage with Medlife or Regina Maria.
• Meal vouchers.
• Gift vouchers for special occasions such as birthdays, weddings, or childbirth.
• Wellbeing programs, including sick days, 7Card subscriptions, and relaxation facilities in the office.
• Team-building events and other social experiences.
• Budget allocated for certifications relevant to your project.
• Workshops, internal training sessions, and knowledge-sharing opportunities.
• Convenient city-center office location.
• Shared parking spaces.

As a global digital transformation company, Orion values creating a productive, diverse work environment. We are committed to maintaining a positive work environment where our people value traits that make each one of us different from one another. We all bring a diverse set of perspectives, work and life experiences, and our differences make us more valuable both internally and for our clients.

Orion is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, citizenship status, disability status, genetic information, protected veteran status, or any other characteristic protected by law.

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