OSS L1Support Engineer

2 weeks ago

Richardson, Texas, United States Prodapt Full time $60,000 - $120,000 per year

Overview
Prodapt is the largest specialized player in the Connectedness industry. As an AI-first strategic technology partner, we serve telecom and tech companies that are building networks and shaping the digital experiences of tomorrow. We deliver consulting, managed services, and business reengineering. Our strength comes from being both AI-first and Telco-native. Gartner recognizes Prodapt as a Large, Telecom-Native Regional IT Service Provider. This expertise allows us to provide tailored solutions that directly address industry challenges. Our focus is on being a customer-centric partner, fully aligning with our client's business goals and driving their success at every step. With over 6,000 Prodaptians across 30+ countries and backed by the 130-year legacy of the Jhaver Group, Prodapt combines a heritage of excellence with cutting-edge innovation.

Experience in handling support tickets. Ticket management efficiencies i.e. response time, resolution time, providing regular updates, SLAs. Own RCA submission for P1/P2 tickets within SLA. Automating repeated tasks is MUST to have

and Responsible for providing Tier 2 (L2) support to customers by researching, diagnosing, troubleshooting issues, and resolving incidents and providing support for software bugs and other technical problems.

Responsibilities

  • Responsible for providing Tier 2 (L2) support to customers by researching, diagnosing, troubleshooting issues, and resolving incidents and providing support for software bugs and other technical problems.
  • Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams
  • Provide technical training and support to internal teams as needed.
  • Good Understanding on Telecom O/BSS applications
  • Good Understanding on support cycle and Production deployments
  • Excellent problem-solving and analytical skills
  • Must have experience in the role of 24X7 Production Support and Maintenance activities. Work on different shifts.
  • Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams
  • Provide technical training and support to internal teams as needed.

Requirements

  • BS or MS in CS/EE/ECE/ or related 1+ years of experience in the information technology industry
  • Experience in CI/CD
  • Experience in using Jenkins with ability to create and manage jobs in Jenkins
  • Experience in processing and building JSON and XML data
  • Experience in GIT
  • Communicate with stakeholders to provide status updates on issues and resolutions
  • Maintain detailed documentation of troubleshooting steps and issue resolutions.

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