Position: Support Engineer
Company: Freelance
Category: Support
Experience required: 1y
English level: intermediate

**Job purpose**
• Monitoring alarms and performance of complex Telecom BSS systems, initiate trouble tickets (TT) in case of any event with monitored nodes, escalate to L2 support for unresolved issues
• Responsible for execution of fault correction steps for the known Issues (L1 Tickets/Incidents)
• Responsible for execution of preventive maintenance activities to ensure that services provided to customers are continuously available and performing to Service Level Agreement (SLA) performance levels.

**Duties and responsibilities**
• 1st level Incident Management
• Proactive monitoring and alerting L2 teams. Forward issues that cannot be addressed by the L1 team to the appropriate resolver group (Level 2 Team).
• Monitor and respond quickly and effectively to requests received through the monitoring tools as per the SLA defined in the process.
• Escalations and Follow up with the other Resolver Groups on the escalated issues
• Working in shifts in a 24/7 support team.
• Prior experience of IT Operations (Pref. in telecom domain) is must.
• Prepare and maintain Documentation, Reports, and provide follow up status on identified tasks
• Work as a team member, providing support to colleagues as and when required.

**Skills**
• 1 +years of experience in IT operations 
• Basic skills of working with Linux, SQL
• Willingness to learn and staying up to date in the IT / Telecom Billing Domain
• Creativity and Problem Solving, Out of the box thinking
• Understanding of SLA (Service level Agreement) concept
• Knowledge sharing & Collaboration Skills