Senior Product Support Engineer (RF Planning)

Role

• Providing technical support for Aircom software (tools / techno) on-site, via email or by telephone.
• Providing support on-site or off-site in three main areas:
  • Installation.
  • Upgrade.
  • Troubleshooting.
• Solutions delivery.
• Senior Application Support role with responsibility for the technical management of Key Customers.
• Work on customer escalations and close cases within SLA targets.
• Evaluate current competency within the team and identify training needs for the future.
• Allocate UTS cases to most appropriate engineer within the team.
• Assist engineers with problem analysis and resolution.
• Train / Mentor new or inexperienced team members.
• Responsible for Technical Induction plan.

Responsibilities & Duties

• Should have excellent verbal and written communication skills. Must be able to communicate clearly on the phone, email & in person.
• Should be able to deliver technical RAN Tool support to customers and Aircom team internally.
• Should be able to follow the processes defined for Product Support & Delivery.
• Should be able to provide Technical Support (on Tools / Telecom Technologies) to clients of Aircom RAN Products either via email, telephone or onsite visits.
• Should be able to carry out Support and Deployment activities onsite / offsite on local and customer environments.
• Should be able to do Support & Deployment activities around Planning / Optimization solutions encompassing the tools to vendor telecommunications technologies.
• Should be able to do Installation and/or Configuration of Aircom RAN Products according to standard / bespoke customer requirements.
• Should be able to Log & Track Service Requests through tacking system.
• Should be able to effectively interact with R&D team for quick resolution of Bugs / Enhancements raised from customers’ end / Aircom EOs.
• Should be able to coordinate with onsite team members to improve support & delivery process.
• Should contribute to the development of organization and support team.
• Must be Energetic, Flexible, Team Player, Punctual, someone who uses his own initiative and Attentive to Detail.
• Should be able to demonstrate a methodical and consistent approach to his / her work.
• Exceptional analytical problem solving skills.
• Should be open to learn new products with relative ease.
• Should be comfortable in handling relatively new products & cases with huge complexity.
• Should be comfortable to deliver solutions within agreed project (occasionally tight) timescales.
• Should be able to work on customer escalations and close cases within SLA targets.
• Should be able to evaluate current competency within the team and identify training needs for the future.
• Should be able to allocate UTS cases to most appropriate engineer within the team.
• Must assist engineers with problem analysis and resolution.
• Should be able to Train / Mentor new or inexperienced team members.
• Would be responsible for Technical Induction plan.
• Willingness to travel. Have a valid passport.
• Work in shifts in case the need arise.

Technical Skills

Must have skills:

• RF Planning.
• GSM, UMTS, LTE, NR.
• Ray Tracing, Propagation, Okumara Hata, COST-231 Models, Link Budget.
• MapInfo, GIS, Vertical Mapper, QGIS.
• Asset, Atoll, NetAct, Planet EV, Infovista, iBwave.
• MIMO, VoLTE, VoNR, MoS, Active Antenna, ENDC, Carrier Integration.
• Oracle, SQL Plus.

Other skills:

• Strong knowledge of Wireless Telecommunications standards & protocols.
• Strong Knowledge of technologies like GSM, GPRS, EDGE, UMTS, HSDPA/HSUPA, LTE, 5g-NR, IoT, Wi-Fi etc.
• Strong knowledge of Microwave / Transmission technology standards & protocols.
• Strong concepts around Antenna Theory.
• Knowledge of Telecom Softwares like:
• RF Planning tools like ASSET, ATOLL, PLANET, XLOS, NETACT etc.
• RF Optimization Tools like MENTOR, FORTE, ACTIX etc.
• Microwave/Transmission tool like CONNECT, Pathloss, Ellipse, IVD etc.
• ACP tools like Advantage, Capesso, Merit etc.
• Frequency planning tools like ILSA, Sonority, FORTE etc.
• GIS tools like MapInfo, Global Mapper, Vertical Mapper etc.
• Should be comfortable to handle advanced queries around ASSET for e.g. cases involving:
  • Ray Tracing Propagation Models.
  • Myriad / Volcano.
  • Array Wizard.
  • Distributed Predictions / DC, QC Predictions.
• Any certification in wireless technologies would be advantageous.
• Should be comfortable with Hardware Dimensioning requirements.
• Good knowledge of RDBMS (especially ORACLE). ORACLE Versions, Editions etc. available in market.
• Good knowledge of PL / SQL skills & TOAD, SQL Developer software knowhow.
• Good knowledge around Windows OS / LINUX OS / CITRIX / Antivirus / Firewall.
• Good knowledge around Processor / RAM / CACHE / HDD / Bit Architecture / RAID type & utilization.
• Should be comfortable around Enterprise Solution Architecture.
• Knowledge of Microsoft office.

Education

B.Tech / B .E in Electronics and Communication Engineering.