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GSM/GSM-R (2G, 3G) Support Engineer

Job Title: GSM/GSM-R (2G, 3G) Support Engineer
Contract Type: Permanent
Location: London, England
Salary: Negotiable
REF: 20200401_1585752207
Contact Name: Konrad Klusek
Contact Email:
Job Published: over 2 years ago

Job Description

GSM/GSM-R (2G, 3G) Support Engineer

The Engineer works within the Service Delivery Management team and is responsible for providing the technical skills to support our customers both onsite and remotely. On a day to day basis, the focus in on implementing solutions for our customers as well as fault troubleshooting issues reported by the clients.


  • Use Tetra, GSM-R Core / NSS and Access/BSS expertise to deliver and support all related integration and acceptance tasks.
  • Coordinate Integration and Acceptance (I&A) activities for projects with involvement of different departments and teams
  • Creation, definition and review of test plans with the customer
  • Execution of test cases with the customer or independent engineers at the customer location
  • Create and track/report/close trouble tickets opened during testing or maintenance.
  • Interface with the customer to collect all information required to resolve issue / collect traces on site if necessary
  • Closely work with other teams including Product Support and R&D specialist engineers and external suppliers (OEM) to ensure that tickets are resolved within the shortest possible timeframe and at least within the defined SLAs
  • Communicate progress and technical solutions to the customer.
  • Provide regular status reports internally and to the customer
  • Anticipate customer escalation and keep management abreast of the situation
  • Participate in regular customer meetings.
  • Participate in 24/7 support rotation.

The Person:

Minimum 5 years of relevant experience in technical area along with previous end to end integration and/or technical support experience of GSM or GSM-R (2G, 3G) telecom technology. A strong expertise in at least one of the Access/BSS (BSC/TCU, RNC, Node-B, BTS), Core/NSS (MSC, MGW, HLR, IN/SCP, SMSC & STP) or OAM (OMCR, CNMS) domains and a solid understanding of an end to end wireless network products and protocols is advantageous.

Fundamental to this role:

  • Well organised, self-motivated and structured with effective communication skills, you are a solution finder with attention to details. Possess a strong technical acumen with excellent analytical skills.
  • Capable to work on GSM(-R) / Tetra cases and drive them to resolution
  • Understand and explain complex GSM(-R) technical issues to customers and to different level of management within the company.
  • Analyse the performance metrics related to the supported customers in order to keep the level of support as defined in the support contract or, when missed, to provide corrective & improvement action plans
  • Negotiate with customers the escalated issues in order to provide them temporary solution/workaround / action plan, as applicable, to keep escalation under control and to keep customer satisfaction at expected level.
  • Provide, to technical support manager, a customer barometer at any time and to be able to provide clear and concise information about customer issue in order for technical support manager to report at Leader/Executive level
  • Applies knowledge and skills through handling problems beyond own area of expertise.
  • Experience of any of the following would be an advantage; Tetra, GSM/GSM-R Access/BSS (BSC/TCU, RNC, Node-B, BTS, OMCR), OAM (OMCR, CNMS), Core/NSS (MSC, MGW, HLR, IN/SCP, SMSC & STP) networks and related signalling/protocols
  • Excellent customer facing experience.
  • Full Driving Licence

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