Customer Support Engineer
Customer Support Engineer – RAN (Radio Access Network)
Location: Onsite in Chicago, IL
Note: No Corp-to-Corp engagements.
Security Clearance: Must be able to obtain and maintain security clearance.
Job Overview:
We are seeking an experienced Customer Support Engineer specializing in RAN to work as an onsite Resident Engineer with our customer in Chicago. The ideal candidate will have recent, hands-on experience supporting RAN technologies and meeting the responsibilities outlined below.
Key Responsibilities:
- Perform first-level troubleshooting and respond to anomalies in RAN network elements.
- Escalate unresolved issues by creating detailed support tickets.
- Support network activities including migrations, upgrades, and change implementations on behalf of the customer.
- Prepare and review Methods of Procedure (MOPs) for planned activities, as outlined in the statement of work (SOW).
- Participate in Operational Readiness Testing (ORT) and Acceptance Testing Procedures (ATP), as per the SOW.
- Generate and deliver incident reports and KPI reports when required.
- Provide technical support and troubleshooting to end-users and internal stakeholders.
- Maintain accurate documentation of network configurations, changes, and system upgrades.
- Lead trained contractors and BSS engineers during the installation and integration of telecommunications equipment.
- Conduct trials, feature testing, and new product launches, as outlined in the SOW.
Requirements:
- Hands-on experience with Operations and Maintenance (O&M) for AirScale and FlexiZone (Indoor & Outdoor) BTS site solutions.
- Proficiency in BTS Element Management tools, including Web User Interface, BTS Site Manager, and BTS CLI.
- Strong troubleshooting skills using tools such as EMIL Toolkit, DCAP, UTF, and 5G Tool Kit.
- Experience working with OSS applications including Mantray, CM Operation Manager, CM Editor, Workflow Tool, Software Manager, and Monitor Application.
- Familiarity with documentation and knowledge portals.