What's The Role

The role of the CSC Tier 1 Mobile Engineer in Trinidad is to provide 24x7x365 support for B2B customers by monitoring and serving as the first point of contact for any problem escalations regarding any mobile service. The CSC Tier 1 Mobile Engineer works cross functionally with internal and external resources to resolve customer or network related issues. They proactively monitor customer mobile equipment and troubleshoot any issues on the mobile network, as well as provide proper escalation to Mobile technical teams (MNOC, NOC, etc.)

What You'll Do

Key Responsibilities

Problems with problems related to mobile: voice, data, SMS/MMS, roaming, provisioning, service issues, network issues (outages, signal), applications (MDM), VPN (CUG), 5G/4G/3G configuration, APNs.
Troubleshoot mobile performance and provide performance statistics and reports.
Use monitoring tools and network KPIs to detect and prevent mobile service degradation.
Perform technical analysis, root cause investigation, and drive resolution of recurring incidents.
Identifies, troubleshoots and helps in resolving network related by mobile Liberty Caribbean B2B customers and services (Mobile APN, POS, M2M, IoT, B2B, MDM, APPs, etc.)
Act as a technical and care point of contact for all mobile service-related incidents and service requests from B2B customers
Uses established tracking systems to log requests; monitors progress, track problem resolution, identifies patterns of failure, recommends or implements solutions and communicates with Senior group members regarding unresolved
Perform basic fault analysis, isolation, and remediation in mobile technologies
Maintain accurate records in a variety of tracking resources. For example, using the Liberty Caribbean ticketing system.
Open trouble tickets for various customers, answering incoming telephone calls, responding to network alarms/event and customer emails regarding network problems or queries with a predetermined time frame
Maintain a high closure rate while maintaining quality
Effectively manage ticket queues to ensure high customer satisfaction
Escalate mobile network problems both internally and externally to the appropriate level of support in compliance with set SLA’s
Provide technical assistance and maintain contact with customers during service impacting network events
Participate in network maintenance to confirm service is available after completion of maintenance
Troubleshooting experience using backend BSS systems (Liberate, Cerillion, Amdocs), and related tools (Comverse, OTA, web EIR).
Understand the mobile ecosystem including ESB connections to payments, etc. so can check if mobile lines are under any estate if no payment, etc.
Escalate billing and payment issues, if encounter.
Troubleshot B2B mobile applications.
Provide basic support for Selfcare B2B Portal.
Develop extensive knowledge of LC B2B Business Solutions
Provide after-hours support for ICT operation.
Respond to outages in accordance with business continuity
Log all calls in the ticketing application by classifying and assigning personnel changed with restoring service
Performs miscellaneous job-related duties as assigned by the Supervisor, Manager, Director or Vice President

What You'll Need

Requirements: Formal Education & Certification

Bachelor’s degree in engineering/ computer science or equivalent work experience in lieu of formal education to be determined by hiring manager
Mobile Experience (BSS/OSS desired)
Familiarity with the principles of ITIL, certification preferred
Net+/A+ essential or CCNA
Strong understanding of mobile network architecture (2G/3G/4G/5G), SIM lifecycle, IMSI, APNs, roaming, and LTE.
Familiarity with protocols such as SIP, Diameter (AAA), GTP, TCP/IP, and VoLTE troubleshooting.
Additional bonus experience: Hands-on experience with mobile core platforms (HLR/HSS, MME, PGW/SGW, PCRF) and BSS/OSS systems.
IOT, M2M, and cloud based mobile solutions are also desired.

Knowledge & Experience

1+ Years of technical experience working in a networking, Customer Service and NOC environments
1+ Years of experience with mobile support
1+ Years of experience with troubleshooting Telco services

Who We Are

We are the leading telecommunications company, connecting more than 40 markets in Latin America and the Caribbean with our video, broadband internet, telephony, and mobile services under the consumer brands Liberty Latin America, Liberty Networks, Liberty Caribbean, Liberty Business, Liberty Caribbean ICT, Cable & Wireless, Cable & Wireless Business, Bahamas Telecommunication (BTC), FLOW, VTR, Liberty Puerto Rico & USVI, Liberty Costa Rica, and Más Móvil. We started small, and now we’re growing. We’re excited about the future as we strive to unlock opportunities in the region

Why Join Us

Technology excites us, enables us, and drives us. We´re proud of the services we provide, the markets that we serve, and our people coming together to enhance our customers´ lives with technology so that they can connect, work, live and play without missing a beat. Throughout Liberty Latin America, our passion and pride are brought to life through our shared vision to bring innovation that will create moments that matter to our customers, delivering growth in our markets with one vision, one culture, and one team.

Liberty Latin America provides equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, color, citizenship, disability or perceived disability, ethnicity, gender, gender identity or expression, genetic information, marital or domestic partner status, military or veteran status, national origin, pregnancy/childbirth, race, religion, sexual orientation, or any other category protected by federal, state, and/or local laws.

C&W Business jobs

CSC Tier 1 Engineer, Mobile