L2 Technical Engineer

We are seeking a highly skilled and motivated Level 2 Telecom Engineer to join our support team at Holafly. The successful candidate will be responsible for providing advanced technical support for mobile network services, managing incident resolution, and ensuring optimal network performance. This role requires a deep understanding of telecommunications technologies, network troubleshooting, and effective communication with stakeholders.

Candidate will be responsible for managing the troubleshooting of all network issues for a travel roaming MVNO operator. 

Key Responsibilities:

• Incident Management:
  • Provide advanced technical support for network-related incidents, ensuring prompt resolution to meet all SLAs provided by vendors.
  • Analyze, troubleshoot, and resolve complex issues related to mobile services such, specifically data roaming issues.
  • Escalate critical issues to vendor teams when necessary.
• Network Performance and Monitoring:
  • Continuously monitor the network to detect and address performance anomalie. Perform and analyze proactive testing with Sigos in order to identify potential issues.
  • Analyze KPIs and propose improvements to optimize network services.
• Customer Support:
  • Act as a technical point of contact for customer support teams, assisting in diagnosing and resolving customer complaints.
  • Provide or demand root cause analysis (RCA) for recurring or critical incidents.
• Configuration and Maintenance:
  • Have the knowledge in order to support network configuration changes and upgrades in collaboration with other technical teams.
  • Manage provisioning systems and signaling configurations (SS7, Diameter, SIP).
• Documentation and Reporting:
  • Maintain accurate documentation of network incidents, configurations, and resolutions.
  • Generate reports on network performance, incident trends, and SLA compliance.
• Collaboration:
  • Work closely with support teams and vendor partners to ensure seamless service delivery.
  • Participate in on-call rotations to provide 24/7 support coverage.

Key Skills and Requirements:

• Technical Expertise:
  • In-depth knowledge of GSM, UMTS, LTE, and 5G technologies.
  • Experience with core network elements such as HLR, HSS, GGSN, PGW, and IMS.
  • Proficient in signaling protocols (SS7, Diameter, SIP).
  • Familiarity with OSS/BSS systems and SIM provisioning.
• Problem-Solving Skills:
  • Strong analytical and troubleshooting skills.
  • Ability to perform detailed root cause analysis and suggest & question solutions provided by vendors.
• Communication Skills:
  • Effective communicator with the ability to translate technical issues for non-technical stakeholders.
• Experience:
  • 3+ years of experience in a telecom support role, preferably with an MVNO or MNO.
  • Hands-on experience with network monitoring tools (Sigos, Grafana)
  • English + additional language with intermediate level
• Certifications (Preferred):
  • CCNA, JNCIA, or similar network certifications.
  • 3GPP or LTE/5G-specific certifications are a plus.
• Additional Requirements:
  • Availability for on-call duties and occasional after-hours work.
  • Bachelor's degree in Telecommunications, Computer Science, or related field (or equivalent experience).