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ORAN Technical Support Engineer

NEC is using its class leading radio technology and system integration expertise to address the introduction of 5G technology globally. Using OPEN vRAN technology and strategic partnerships, NEC will be engaging operators to conduct proof of concept technology trials, pilot launches and commercial roll out of 4G and 5G technology.

The 5G CoE Operations team in NEC Europe provides customer facing delivery and support services for the ORAN CoE. This includes ORAN network deployment, documentation authoring, network & feature design, network evolution, upgrades, customer acceptance and support

The Technical Support Engineer will:
  • Provide customer facing technical and operational support services for NEC’s ORAN solution
  • Manage ORAN customer escalations, work with NEC affiliates to ensure that resolution plans are defined by and implemented in line with business commitments and contracts
  • Troubleshoot and resolve technical issues (both in deployment and operational phases)
  • Software upgrades/ configuration changes & preparation of MOP and test plans
  • Create and maintain good relationships with internal and external customers
  • Work with vendors and internal teams to management service delivery
  • Identify and document the processes needed to drive service excellence with existing suppliers, ensuring that contractual SLAs are met & improvement plans put in place where appropriate
  • Identification, analysis and mitigation of issues reported from internal and customer lab and field tests
It is also the responsibility of the Technical Support Engineer to support Project Management teams providing input when required throughout the product lifecycle. Depending upon experience, other duties may also be assigned by the management team.

The successful candidate will have a proven track record of working in a RAN support environment.

Based in Europe, the Technical Support Engineer must be prepared to travel and work within the Europe and other customer locations when required.

Responsibilities will include liaising with internal and external contacts on a regular basis.  Some of the duties involved will be: -
  • Provide Technical support to NEC 4G/5G ORAN network deployments and trials, contribute to the operational on-boarding of the proposed RAN solution, both in terms of process definition internally and toward the customer.
  • Working with suppliers and internal teams, provide support for OpenRAN deployments including RU, DU, and CU, Transport Network, RAN and Core platforms.
  • Networking troubleshooting layer 2 and layer 3 issues using protocol analysers
  • Drive Root Cause Analysis for problems and incidents in collaboration with various support levels within the NEC CoE and external vendors that are part of the solution.
  • Chair Outage Review meetings, ensuring that lessons learned exercises are completed & all recommendations implemented to avoid repeat incidents
  • Work with the project & engineering teams to review and optimise the 4G/5G performance of customer RAN deployments
  • Report to project stakeholders, including the NECE Operations and the NEC Management teams on status of customer activities
  • Engage with customers & partners to conduct operational service reviews on behalf of NEC
  • Ensure that New Product Introduction processes are defined & executed across the Support Services arena, liaising with service delivery partners where required
  • Ensure that the NEC ORAN CoE successfully delivers on its commitments to customers, enabling seamless delivery of Support Services and Rollout Services
  • Creation of integration procedures, as built documents, software upgrade and rollback procedures for each element or service delivered to customer.
  • Good customer and vendor facing skills
  • Own & resolve, with the assistance of other team members, all assigned issues
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