System Support Engineer | Perito Eleven LLC

Mountain View, CA

Edwin Miraflor

(650) 488-7178

Handle customer trouble tickets and service requests within customer SLAs.
Daily preventive health checks and keep all internal stakeholders informed on issues.
Troubleshoot customer issues, raises bugs and follow issues to closure.
Daily monitoring of all customer KPIs, follow up with corrective and preventive action.
Create and maintain proper documentation- test Plans/IOT plans/integration acceptance/method of procedures (MOPs).
Deliver customer training on the product.
Support POC and IOT activities.
Provide product feedback to product development.
On-call support, on a rotating schedule.

Bachelor's degree in Computer Science / Information Systems/Electrical engineering.
Minimum of 5 years experience working for a GSM carrier and/or Wireless Infrastructure vendors.
Hands-on with integration of SS7 / Sigtran links involving commissioning & troubleshooting.
Expert on GSM networks - Signaling, interfaces, call-flows, operations, standards.
Good protocol knowledge of SS7 stack / SIGTRAN stack / SNMP.
Exposure to UMTS network - CORE & RAN.
Experience supporting a 24x7 production environment.
Experience with Linux/Unix systems administration.
Understanding of TCP/IP fundamentals (DNS, FTP, SSH), general networking technologies, network architecture and connectivity troubleshooting.
Exposure to various sun-servers hardware builds, OS install, patching and maintenance.
Exposure to Shell / Perl scripting.
Excellent verbal and written communication skills.
Ability to prepare and present comprehensive presentations to customers at all levels.
Willingness to travel on a need basis (expected to be 25% of time).
Ability to work independently and manage multiple tasks, projects and priorities.
Willingness to be on-call support, on a rotating schedule basis.