POSITION LOCATED: Rock Island, Illinois - not a remote position - will be an onsite position

OVERVIVEW:

5GaaS Associate Engineer, Service Operations is responsible for front ending customer issues, proactive monitoring, and execution of proactive and preventive maintenance activities. To ensure that the services provided to customers are continuously available and performing at the contracted Service Level Agreement (SLA) performance levels.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Provide technical support and problem resolution for incoming calls received via telephone, chat and email through remote support.
• Ensure that requests are properly logged, assigned, and responded to in a timely manner and according to agreed SLA’s.
• Leverage and contribute to knowledge base.
• Configure, deploy & support preventive actions.
• Perform maintenance and push out patches as per client schedule.
• Troubleshoot, install and repair 5G Networks on premise and cloud setup.
• Support change request as per agreed SLA’s.
• Monitor health and system alerts, and act accordingly. Includes resolving incidents and escalating as necessary.
• Explore automation opportunities for repeat actions and work along with AI Ops team

OTHER DUTIES:

• This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

SUPERVISORY RESPONSIBILITIES:

• This position carries out supervisory responsibilities in accordance with the organization's policies and applicable laws.

KNOWLEDGE, SKILLS, AND ABILITIES:

• Awareness of FCAP management and ITIL process.
• Understanding of networking, cloud, and application with ability to support 24x7 ops.
• Must be capable of working under pressure.
• Excellent organization and collaboration abilities.
• Innovative thinker who is positive, proactive, and readily embraces change.
• Ability to work independently in a fast‐paced environment working with technology innovators
• Excellent communication skills to manage customer, supplier, and executive engagement.

QUALIFICATIONS:

• Networking, Cloud or Security Certifications are preferred.
• Knowledge of scripting language (Python, Shell Script, Go etc.)

• University degree in Computer Science or Engineering

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• The employee must regularly work at a desktop or laptop computer. Typing and vision will be used constantly.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• The noise level in the work environment is usually minimal.

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