Netcracker Technology, a wholly owned subsidiary of NEC Corporation, is a forward-looking software company, offering mission-
critical solutions to service providers around the globe. Our comprehensive portfolio of software solutions and professional services enables large-
scale digital transformations, unlocking the opportunities of the cloud, virtualization and the changing mobile ecosystem.
With an unbroken service delivery track record of more than 20 years, our unique combination of technology, people and expertise helps companies transform their networks and enable better experiences for their customers.
The role of L2 (triage) Support Analyst is to achieve customer satisfaction and compliance with SLA for support contract by resolving L2 incidents / problems and managing the customer for telecom BSS solution.
This person may report to Customer Support Manager or L2 Support Lead.
Accountable for incident and problem management on L2, including tickets initial assessment, reproduction, workaround solutions, data collection
Interact with the customer on daily basis and provide subject matter expertize
Perform initial analysis, provide technical solution for L2 incidents (DB queries, work-arounds), test solutions provided by L3 / L4 line of support
Participate in customers meeting, present current situation, plan actions
Participation on emergency rota, call-outs or late hours work to resolve emergencies is required at this role.
Experience & Requirements :
Experience in Customer Support department minimum for 3 years.
At least 2 years of work experience with Oracle DB.
Knowledge of SW development / testing methodology
Knowledge of telecom BSS solutions (elements, architecture and work principles), basic knowledge in mobile telecom domain.
Experience of working with remote teams
Ability to read and write Oracle DB queries
Ability to influence people, experience of working in matrix environment is a plus
Result oriented, ability to improve processes when needed
Good spoken and written English, Spanish is a plus
Experience of working with mission / business critical enterprise systems
Experience / knowledge of main ITIL main based processes (change management, incident management etc)
Ability to collect data from different sources and make data driven decisions
Higher Technical education or University Degree in Computer Science or related field