About Redknee
Redknee is a leading global provider of innovative communication software
products, solutions and services. Redknee's award-winning solutions enable
operators to monetize the value of each subscriber transaction while
personalizing the subscriber experience to meet mainstream, niche and
individual market segment requirements. Redknee's revenue generating solutions
provide advanced converged billing, rating, charging and policy for voice,
messaging and new generation data services to over 90 network operators in over
50 countries. Established in 1999, Redknee Solutions Inc. (TSX: RKN) is the
parent of the wholly-owned operating subsidiary Redknee Inc. and its various
subsidiaries. References to Redknee refer to the combined operations of those
entities. For more information, visit www.redknee.com.
Technical
Support Analyst
Yemen
Who are you?
You are a born problem solver. You live to
troubleshoot and resolve customer technical issues. You enjoy the challenge of
working with leading-edge telecommunications technology. You expertly
investigate and analyze customer problems to ensure that products and solutions
are accomplishing the customer’s objectives. You autonomously execute special
assignments and creatively prioritize deadlines to get the job done.
What will
you deliver?
As a Technical Support Analyst, you will be responsible for
providing technical support of BSS applications via phone, email, and web in a
team setting.
Key Responsibilities:
Trouble tickets handling
· Resolution of trouble
ticket raised by NOC / Customer
· Problem isolation
· Provide First
Analysis and proper description to next support level
· Drive Root Cause
Analyst (RCA) for the assigned ticket
· Understand Customer
pain points/ Meet with customer regularly to present update reports and ensure
satisfaction.
Responsible and accountable for resolution of trouble tickets/EMCY as per
SLA
Emergency (EMCY) rotation (Carrying mobile phone for off-hours
accessibility on a rotating schedule)
Onsite Activities:
· Hardware maintenance
activities
· Application Test
o
Acceptance
Test Manual (ATMN), User Acceptance Test (UAT) and etc.
· Responsible for
proper testing pre/post rollout
· Integration
What are
your skills and experience?
· At least 3+ years of
experience and above in Telecommunication / IT business (preferable BSS
related)
· Bachelor of Science
Degree in Computer Science, telecom Engineering or related field
· English (Fluent)
· Strong communication
skills with customer service orientation
· Able to work under
pressure
· Yemen Nationality is
a must
· Good knowledge of
Operating System (Solaris, Unix, Linux)
· Good knowledge of
TCP/IP and oracle Database
Nice to have:
· Good knowledge of
SS7, IN protocols, SIGTRAN/CIP-IP, Diameter.
· Knowledge of Shell
scripting and Java
Please send your CV in English to: [Click to show email]
Thank you for your application, but be
advised that only candidates under consideration will be contacted.