Mobile Operator Support Engineer

Location: Singapore, Singapore City
Posted On: 6/15/2017
Job Code: Mobile Operator Supp
Job Description
• Technical support and willing to improve our customer's experience with our front-line support team.
• Specifically we would like someone who has experience helping users to troubleshoot network connectivity issues and are comfortable working with IP addresses and other high level networking technologies.
• The preference would be for someone who has worked in an Internet Service Provider, Mobile Phone company or on an internal IT Helpdesk.
• Onboard new Mobile Operators to the Mobile Partner Portal (MPP).
• Review and apply setting changes requested by Mobile Operators covering: Mobile operator profile settings, MCC-MNC, Carrier IPs, ASN and MPP user configuration.
• Proactively reach out to Partner Mobile Carriers to ensure updated IP lists are applied correctly on the Mobile Operator’s systems.
• Monitor and maintain the Mobile Operator SIM used for Zero Rating testing. This includes full SIM lifecycle management through commissioning, recharging and issue management.
• Coordinating occasional Mobile Operator outreach in relation to specific team projects. This can include call scheduling, configuration testing and general configuration audits.
• Provide Assistance to Mobile Operator Support Engineers (MOSE) with technical support cases and troubleshooting.
• Working with MOSE Engineering team to manage and maintain CMS content for powering FAQs and docs on the MPP.
• Identify workflow related problems and suggest improvements.
Category:Non-IT  code:new
Job Requirements
• 2+ years experience providing customer or enterprise support in a technical (preferably telecommunications) environment.
• Knowledge of Networking protocols (TCP, UDP, DNS,HTTP) and working experience with IPv4/IPv6 is a Must.
• Highly detail focus, with an ability to execute standard workflows while also adapting appropriately when necessary.
• Basic understanding of telecom concepts such as SMS, VPN, Mobile data, roaming scenarios and GPRS call flows will be an added advantage.

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