Senior Wireless Engineer

Altice USA is a cutting-edge communications, media, and tech company. We connect people to what matters most to them; texting with friends, advertising that resonates, or binge watching their favorite show. Our differentiated approach centers around technologies that push the envelope and deliver the ultimate customer experience. We're building a workforce that attracts and retains the best talent, not only to meet the needs of our customers, but that also reflects the diverse communities we serve.
Job Summary
The Senior Technical Solutions Engineer will be responsible for detecting and analyzing inconsistencies in internal systems that affect customers. These issues will be directly escalated to the Mobile Technical Solutions team that will be triaging and analyzing issues from escalated complaints with the means to identify a solution and satisfy the needs of the internal and external customers.
Responsibilities

• Analyze the recurrence of similar reported incidents in order to identify patterns and the possibility of emergency situations that might affect the services of the customers with the means of proactively preventing them.
• Provide second level support in the solution of assigned claims with escalation to vendors when needed.
• Follow up with the specialized technical areas and vendors for coordination of solutions to opened cases and for complete and successful closing of such cases under the SLA defined.
• Provide feedback to customer care about the cases escalated and requests and give an estimated time for solution.
• Ticket Triaging: Review symptom related tickets for to the Optimum Mobile product. Diagnosis the root cause of the symptom and resolve the problem, provide feedback on how to resolve, or escalate to the appropriate party to resolve.
• System monitoring: Monitoring network KPIs and make sure they keep the trend, if not investigate why and escalate to the appropriate party.
• Test and implement new features and releases to improve the quality of experience of the customer.
• New Device and software certification.
• Participate and perform cross trainings with the team.
• KPI report creation and analysis.
• Be part of the On call rotation, supporting emergencies, outages and escalations 24/7, every 4 weeks.
• Occasionally support during maintenance windows activities. (late night/Early morning)

Qualifications

• Bachelor or Masters in Industrial, Electrical, Electronic or Software Systems Engineer or a minimum of 7 years' relevant work experience.
• Advanced Working knowledge of Mobile Network Architecture, platforms (HLR, HSS, MME, PGW, PCRF, GGSN, OCS, OTA, IMS).
• Service triaging and ticket management (Level 2 Engineer)
• Working experience of packet capture tools like Wireshark
• Advanced time management /work prioritization skills.
• Experience in monitoring tools like CACTI
• Have Basic SQL query knowledge
• Advanced working experience in Office Package (Excel, Powerpoint etc.)
• Experience in GUI Based systems like OCS
• Basic knowledge of Linux/Unix

Altice USA is an Equal Opportunity Employer committed to recruiting, hiring and promoting qualified people of all backgrounds regardless of gender, race, color, creed, national origin, religion, age, marital status, pregnancy, physical or mental disability, sexual orientation, gender identity, military or veteran status, or any other basis protected by federal, state, or local law.
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This position is identified as being performed in/or reporting to company operations in New York State. Salary ranges are supplied in compliance with New York State law. Pay is competitive and based on a number of job-related factors, including skills and experience. The starting pay rate/range at time of hire for this position in the posted location is $92,534.00 - $152,021.00 / year. The rate/Range provided herein is the anticipated pay at the time of hire, and does not reflect future job opportunity.
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