TAC Engineer-Ref#631

Position Summary

If you have ambitions to be a part of a Best in Class organization, Samsung's Wireless Networks team is the place to be! The role of the Wireless Networks Team is to support our carrier customers through innovative technology road map. The dynamic culture at Samsung offers both great challenge and great reward. If you want to work among the very best talent in the industry, working on the most innovative products in the world, Samsung is the place to be.

We are looking for a RAN Virtualization & OAMP Engineer to join our Wireless network team. You will be a key contributor as a subject matter expert in a multi-functional team of R&D, Systems engineering, and product validation to introduce Samsung products to Wireless Carrier.

Role and Responsibilities

• Provide remote Tier-1 technical support to the DISH Network operations team in troubleshoot Samsung commercial 5G RAN products (RU, vDU, vCU & EMS), propose workarounds, and work with R&D teams to provide the RCA.
• Drive the resolution of high severity issues to meet SLA requirements and provide 24/7 on-call support to handle commercial network critical issues.
• Working knowledge of 4G/5G RAN network deployment rollout work flows & ability to review various engineering MOPs to identify missing gaps.
• Provide 24X7 support as needed for commercial Network outages and network performance issues.
• Ensure high severity issues (sev1 & sev2) are resolved to meet the agreed SLA requirements
• Be able to proactively perform data audit, SW/FW audit, and health check of the OSS
• Reduce the number of tickets escalated from TAC to Tier 2 to Tier 3 to HQ
• Must be able to drive for issue resolution with other Engineering teams

Success Criteria:

• Able to manage the Sev1/Sev2 outage processes to ensure internal teams join the outage bridge quickly and resolve the customer issue within SLA
• Trouble tickets should be updated daily/weekly
• Trouble tickets should be closed within SLA time
• TAC should resolve 75% of the issues without going to a higher level support

Skills and Qualifications

• 5+ years of experience in supporting 4G/5G RAN commercial network troubleshooting, including 1+ year of vRAN (RU, vDU, vCU) & OSS applications) hands on experience.
• Bachelor's degree in EE/CS/TE is required. Master's degree is preferred.
• Basic understanding of 3GPP systems, which includes O-RAN, vRAN, Core network elements & E2E architecture, including private and public cloud deployment.
• Hands on experience using command-line tools, Unix/Linux, PERL or shell scripts.
• Strong customer focus, communication and presentation skills.
• Basic knowledge of Automation & Orchestration frameworks & fundamental of Open stack/Kubernetes.

Necessary Skills and attributes:

Demonstrated ability to interact at all levels within customer's organizations. The ability to negotiate with and convince others, in a potentially adversarial environment, including customer leadership, directors and managers with opposing views to accept/approve plans, technical and project recommendations. The ability to plan, organize and prioritize multiple strategic programs and simultaneous performance objectives. The ability to write, read, interpret, explain and act based on a thorough understanding of technical documents, engineering materials and contracts or related documents. Ability to make professional sales and business presentations in writing, through email, reports, or orally, including complex business and technical matters to an audience of high technical skills, management and operational experience. Ability to work with a cross-functional Samsung team to achieve customer contracted objectives and specific team goals within established time frames and requirements. Assist in and if needed direct the Samsung team in lab and field trials related to introduction of products sold to the customer.

Physical/Mental Demands:

Work is generally performed in an office environment. Operate a computer keyboard and view a video display terminal between more than 50% of work time, including prolonged periods of time. Requires considerable work utilizing high visual acuity / detail, numeric / character distinction and moderate hand / finger dexterity. The movement and transportation of equipment, most of the time is under 25 pounds. Performs work under time schedules and stress which are normally periodic or cyclical, including time sensitive deadlines, intellectual challenges and project management deadlines. Machines, tools, equipment, and work aids include PC's, printers, copiers, faxes and other equipment commonly associated with an office work area. May require working additional hours beyond normal schedule. Travel varies depending on position. Consistently demonstrates a commitment to policies and procedures, including but not limited to, attendance, confidentiality, conflict of interest and ethical responsibilities.

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COVID-19 Vaccine Mandate

Samsung Electronics America requires all employees to be fully vaccinated against COVID-19, unless a medical or religious exemption, or an exemption required under state/local law, is approved. Offers of employment are contingent upon proof that a candidate is fully vaccinated or qualifies for an exemption. More details on how to apply for an exemption are provided after the application process is complete.

Reasonable Accommodations for Qualified Individuals with Disabilities During the Application Process

Samsung Electronics America is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application process. If you have a disability and require a reasonable accommodation in order to participate in the application process, please contact our Reasonable Accommodation Team (855-557-3247) or [email protected] for assistance. This number is for accommodation requests only and is not intended for general employment inquiries.