Job Details

Job Description
TITLE:Technical Support Engineer

POSITION TYPE: Full Time (W2)

LOCATION: Plano, TX, USA

ABOUT WorldLink:

WorldLink is a rapidly growing information technology company at the forefront of the tech transformation. From custom software development to cloud hosting, from big data to cognitive computing, we help companies harness and leverage today's most cutting-edge digital technologies to create value and grow.

Collaborative. Respectful. Work hard Play hard. A place to dream and do. These are just a few words that describe what life is like at WorldLink. We embrace a culture of experimentation and constantly strive for improvement and learning.
We take pride in our employees and their future with continued growth and career advancement. We put TEAM first. We are a competitive group that like to win. We're grounded by humility and driven by ambition. We're passionate, and we love tough problems and new challenges. You don't hear a lot of "I don't know how" or "I can't" at WorldLink. If you are passionate about what you do and having fun while doing it; tired of rigid and strict work environments and would like to work in a non-bureaucratic startup cultural environment, WorldLink may be the place for you.

For more information about our craft, visit .

WHO we're looking for:

We are looking for a Technical Support Engineer who will support engineering projects by adapting and applying engineering techniques, conducting tests and inspections, and preparing reports and calculations.

Role and Responsibilities:
• Strong knowledge and experience with 4G / 5G 3GPP technologies
• Strong knowledge and experience supporting/working on wireless network deployments (LTE/5G), SW/FW upgrades, installation and commissioning process
• Ability to manage work flow in a ticketing system. Document issues/support request raised by customer and provide updates until issue resolution in the Remedy Sales force ticketing tool
• Working with customers on a day-to-day basis to resolve customer network issues and provide technical support over the phone and email
• Support the customer C&I team by answering questions on the Samsung equipment, assisting during trouble shooting, and identifying root cause.
• Potential to grow into a Tier 3 or technical SME role
• Desire to serve in a lead capacity with ability to train and direct activities of junior engineers
• Ability and desire to cross train on different RAN Technologies
• Manage escalations on pre commercial sites during customer C&I activities with Samsung higher Tiers
• Provide debug log analysis, check network configuration, and support customer as needed.
• Experience troubleshooting RAN / RF performance issues.
• Experience with wireless network architecture, protocols, RF optimization and standards
• Be able to review various Engineering and Operational MOPs and provide feedback
• Review and provide updates and resolutions on open tickets before escalation to a higher support tier
• Build strong relationship with higher support tier teams to gain knowledge and collaborate in order to gain expertise
• Strong communication (oral and written) and good presentation skills
• Lead calls successfully with customers on technical discussions where there may be a difference in opinion. Overcome adversity and resolve issues with alignment
• Contribute in the adaptation of tools for process improvement, automation, and increasing efficiencies
• Provide On Job Training to the customer on a quarterly basis and as needed
• Meet ticket quality and productivity standards
• Perform knowledge sharing with all team members to enhance training
• Lead calls successfully with customers on technical discussions where there may be a difference in opinion. Overcome adversity and resolve issues with alignment

Desired Skills and Experience:
• Strong knowledge in LTE and 5G network architecture (RAN and CORE Network Elements) and IP network
• Prior experience in commissioning, integration and network support related activities is a must
• Experience with wireless network architecture, protocols, RF optimization and standards
• Strong communication (oral and written) and good presentation skills
• Experience with Samsung RAN products is a plus
• Senior level customer support experience with mobile wireless network carriers
• Previous experience in a Senior or Lead support role with a leading network equipment manufacture
• Ability to write basic or advanced scripting in Unix, Python or other programming languages is a plus
• Experience with use of AI to enhance productivity and efficiency preferred

Required Experience and Education:
• BS EE or CS or other related field required. MS EE or CS or other related field preferred.
• 5 years minimum of telecom related work experience
• Strong knowledge of wireless network architecture concepts especially in RAN domain
• Experience with Virtualized RAN Network and applications
• Good knowledge and experience with Unix Bash Shell Scripting and Perl/Expect Scripting
• Strong customer support experience
• Experienced in investigating and evaluating data trends for problem resolution

Necessary Skills and Attributes:

• Self-motivated individual with the ability to thrive in a team-based or independent environment.
• Detail-oriented with strong organization skills.
• Ability to work in a fast-paced environment.
• Limited supervision and the exercise of discretion.

Physical Demands:

The physical demands described here are representative of those that must be met by contract employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the contract employee is occasionally required to stand, clean, crawl, kneel, sit, sort, hold, squat, stoop, stand, twist the body, walk, use hands to finger, handle, or feel objects, tools or controls, reach with hands and arms, climb stairs or ladders and scaffolding, talk or hear, and lift up to 20 pounds. Specific vision abilities required by the job include ability to distinguish the nature of objects by using the eye. Operate a computer keyboard and view a video display terminal between 50% - 95% of work time, including prolonged periods of time. Requires considerable (90%+) work utilizing high visual acuity/detail, numeric/character distinction, and moderate hand/finger dexterity.

Performs work under time schedules and stress which are normally periodic or cyclical, including time sensitive deadlines, intellectual challenge, some language barriers, and project management deadlines. May require working additional time beyond normal schedule and periodic travel

WHAT we'll bring:

During your interview process, our team can fill you in on all the details of our industry-competitive benefits and career development opportunities. A few highlights include:

• Medical Plans
• Dental Plans
• Vision Plan
• Life & Accidental Death & Dismemberment
• Short-Term Disability
• Long-Term Disability
• Critical Illness/ Accident/ Hospital Indemnity/ Identity Theft Protection
• 401(k)

WHAT you should know:

Our success begins and ends with our people. We embrace diverse perspectives and value unique human experiences. WorldLink is an Equal Employment Opportunity and Affirmative Action employer. All employment at WorldLink is decided on the basis of qualifications, merit, and business need. We endeavor to continue our footprint as a diverse organization by highlighting opportunities for all people. WorldLink considers applicants for all positions without regard to race, color, religion or belief, sex, (including pregnancy and gender identity), age, national origin, political affiliation, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. People with disabilities who need assistance with any part of the application process should contact us.

This job description is designed to cover the main responsibilities and duties of the role but is not designed to be a comprehensive list of all.