Job Description:

Assoc Wireless Engineer

Job ID: 2021-28827

Location:

1111 Stewart Ave,

Bethpage, NY

Altice USA is a cutting-edge communications, media, and tech company. We connect people to what matters most to them; texting with friends, advertising that resonates, or binge watching their favorite show. Our differentiated approach centers around technologies that push the envelope and deliver the ultimate customer experience. We're building a workforce that attracts and retains the best talent, not only to meet the needs of our customers, but that also reflects the diverse communities we serve. We're not the only ones who have seen it; we've recently been recognized by Forbes as one of America's Best Employers as well as by the Human Rights Campaign, DiversityInc Magazine, and Cablefax for our diversity & inclusion program.

Responsibilities

• The Associate Technical Solutions Engineer for Mobile Technical Solutions will be responsible for triaging, resolution, and documentation of Optimum Mobile Service Issues.


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• The Technical Solutions Engineer will be responsible for being the point of contact for escalated complaints and technical inconveniences of mobile services with the means to identify a solution for the same and satisfy the needs of the internal and external customers.
  
  Detect and analyze inconsistencies in internal systems that affect customers, in order to solve them.


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• Analyze the recurrence of similar reported incidents in order to identify patterns and the possibility of emergency situations that might affect the services of the customers with the means of preventing them


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• Provide first level support in the solution of assigned claims.


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• Follow up with the specialized technical areas for coordination of solutions to opened cases and for complete and successful closing of such cases under the SLA defined


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• Provide feedback to users about their cases and requests and give an estimated time for solution.


• Review symptom related tickets for to the Optimum Mobile product. Diagnosis the root cause of the symptom and resolve the problem, provide feedback on how to resolve, or escalate to the appropriate party to resolve.


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• System monitoring: Monitoring network KPIs and make sure they keep the trend, if not investigate why and escalate to the appropriate party.


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• Test and implement new features and releases to improve the quality of experience of the customer.


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• New Device and software certification.


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• Participate and perform cross trainings with the team.


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• KPI report creation and analysis.


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• Be part of the On call rotation, supporting emergencies, outages and escalations 24/7, every 4-5 weeks.


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• Occasionally support during maintenance windows activities. (late night/Early morning)

Qualifications

• Minimum of 3 years of relevant experience on the telecommunications or technical oriented customer care area. Knowledge of Mobile Network Architecture, platforms (HLR, HSS, MME, PGW, PCRF, GGSN, OCS, OTA, IMS). Technologies 3G, 4G, LTE, Voice & Data services, SIM Cards, WIFI, WLC, TWAG, Provisioning systems, etc. Have an understanding of the different nodes of a mobile network and their relations with a customer's services (BSS and Service Network wise)


• Have Basic SQL query knowledge, GUI Based systems, Office Package, basic knowledge of Linux/Unix, High-Advance Excel


• Have good written and oral communications skills


• Be results and customer oriented


• Have a high reaction and prioritization capacity


• Have good analytical skills


• Have the ability to learn


• Bachelor or Masters in Industrial, Electrical, Electronic or Software Systems Engineer or similar

Altice USA is an Equal Opportunity Employer committed to recruiting, hiring and promoting qualified people of all backgrounds regardless of gender, race, color, creed, national origin, religion, age, marital status, pregnancy, physical or mental disability, sexual orientation, gender identity, military or veteran status, or any other basis protected by federal, state, or local law.

Altice USA, Inc. collects personal information about its applicants for employment that may include personal identifiers, professional or employment related information, photos, education information and/or protected classifications under federal and state law. This information is collected for employment purposes, including identification, work authorization, FCRA-compliant background screening, human resource administration and compliance with federal, state and local law.

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