Technical Support Engineer L2

- Educational Qualifications – Bachelor or Master degree in Engineering
- Total industry experience of 3 – 6 years
- Bilingual Skills (Knowledge of both English & French)
- Self Starter & a Team player
- Good prior project management experience and preferably Technical support experience.
- Ability to analyze and solve technical problem with good multitasking skills
- Ability to quickly learn newer technology areas
- Excellent spoken and written communication skills
- Self dependent and ability to work with minimum assistance

Technical Skills Required
- Expertise in Telecom switching products. General knowledge on digital Switching systems for fixed , mobile and NGN networks
- Experience in Alcatel-Lucent Media Gateway Controller-10 (MGC-10), E10 Switch
- Signaling protocols : ISUP V1,V2,V3, V5.2,SIP,H248,MEGACO,H323
- IP protocols and IP network knowledge (MGC, gateways, SBC)
- Knowledge of UNIX

OR

- General knowledge of GSM network organization
- X25 protocol
- Knowledge of 3gpp VLR/MSC spec
- Knowledge of 3gpp HLR/AUC spec
- Experience in Alcatel-Lucent NM/RCP/HLR is added advantage
- Knowledge of MAP protocols, CAMEL protocols & SNMP

- Provide technical advice, guidance and troubleshoot network problems via telephone or email upon receiving ticket/case from customer.
- Contact customer to get information on case and environment,
- Own case till resolution
- Do technical troubleshooting and problem diagnosis,
- Isolate problem and provide resolution
- Provision for maintenance releases whenever required - Remotely install software fixes, patches, and updates that may be made available.
- Work during outages/crisis situations
- Update customer about the status of the cases
- If unresolved, engages Level-3 team for consistent reproduction of the case or if all known troubleshooting has been exhausted

Support hours:
- 24 hours/365 days
- On-call support - during non-working hours

Wipro (NYSE:WIT) is a $4.1bn global provider of IT Services, Outsourced R&D, Infrastructure Outsourcing, Business Process Services, and Business Consulting. With 25 years in the global delivery of technology services, Wipro is the world’s largest third-party provider of R&D services and the world’s first PCMM and CMMi level company. Wipro is the first to perfect a unique quality methodology, the Wipro Way – a combination of Six Sigma, Lean Manufacturing, Kaizen and CMM - to provide unmatched business value and predictability to our clients. Wipro’s formal structure for innovation has resulted in reusable frameworks, components, and IP that speeds time to market and reduces the cost of innovation for our clients. Our commitment to listen to our clients and engage with them as partners for the long-term is a constant, resulting in a repeat business ratio of 96%. Wipro has won global recognition and awards for innovation and outsourcing excellence.