It all stems from the values of our “Dynamic Organization.” Values based on a culture of respect, integrity and trust. Fostered by leaders who care, who treat their team well and dedicate themselves to providing what it takes to enhance the customer experience.
Technical Support Engineer
Provides tier 2 and 3 support for National Voice Switching Network Software, Hardware and Processes. Works with and supports Regional Office, National Network Operations, Field Organization and Customer Support Organizations and provides expert problem resolution. Responsible for reducing Mean Time To Restoral (MTTR) and Issue Handling times, ensuring high customer service expectations are being met. Required to manage issues with Network Voice Switching equipment Vendors to ensure timely resolution of equipment, software and process failures. Responsible for software and process review while providing expert technical input for improvement. This position works Midnight Shift (12:00am-8:00am Eastern Time) Sunday through Thursday. Responsibilities - Provides Tier 2 and 3 level support to Voice Switching Network Equipment, Software and Processes by carrying out expert level diagnostic investigation for highly-complex wireless network issues or issues with substantial service impact and collaborate with peer support teams to generate a support plan to resolve the issue in the shortest timeframe possible. - Provides support to geographically and skill set diverse teams, including Regional Office, National Network Operations, Field Organizations and Customer Support Organizations. - Provide design recommendations to the relevant US Cellular engineering organization to improve the customer experience or ease of operation long-term. - Maintains low Mean Time To Restoral (MTTR) and Issue handling times delivering high levels of Customer Service - Write, review and issue technical bulletins for distributions with in engineering and operations. - Communicates technical issues and resolutions with Managers, Directors and Executives. - Maintains NOC and Customer Tickets and provides timely updates and closures. - Manages Vendor tickets to ensure efficient and customer focused support is maintained. - Performs outage support and escalations for network issues - Collaborate with US Cellular and Vendors to provide accurate and detailed Root Cause Analysis - Software and Process review and feedback - Provide 24x7 Support though on call rotations covering nights and weekends - Team with cross functional organizations to help support the core business practices, network infrastructure and systems. - Develop tools and scripts to aid ability to provide high level of technical support - Provide peer review and knowledge sharing/training across organizations and teams Qualifications - Bachelors degree or equivalent experience required - Excellent understanding of Wireless technology and supporting systems - Minimum of five years experience in voice networking and operations - Experience with the following Technologies: CDMA, Switching, Voicemail, HLR/VLR, SS7, IP, Enhanced Voice Services, Unix - Product Knowledge: Lucent, Nortel, Glenayre, Tellabs - Excellent communication skills - Effective organizational and interpersonal skills. - Basic Project Management Skills - Excellent computing and Office software skills - 10% Travel
As the nation’s fifth-largest wireless carrier, we give you the opportunity to connect with your fellow associates, as well as with your customers. You’ll receive healthcare starting day one, excellent training and development, and the tools you need to address each challenge with confidence. Beyond these, there are also the rewards and recognition of a collaborative, resource-rich environment where people love their work.
We suggest taking a closer look at U.S. Cellular and our way of building careers. We can speak from experience about the satisfaction you’ll feel, but our faces really say it all.
To learn more about our Dynamic Organization or to apply please click here:
U.S. Cellular® is a drug-free workplace and committed to diversity and inclusion.
