Support Engineer - Project/Product Onboarding

📌 𝗗𝗲𝘀𝗰𝗿𝗶𝗽𝘁𝗶𝗼𝗻:

We are seeking a dedicated Support Engineer for Product-Project Onboarding to act as the crucial link between project completion and operational readiness. In this role, you will be responsible for the seamless transition of new products and projects into our live support environment. You will meticulously review project documentation, SLA commitments, and solution designs to ensure all operational requirements are met. A key part of your role will be configuring and tuning internal systems, including NMS and ticketing tools, to support these new services. Collaborating with project managers, solution architects, and support teams, you will ensure a smooth handover, provide essential training, and create comprehensive support documentation. Your expertise in Telco product lifecycles and ITIL frameworks will be vital for maintaining service assurance and driving process improvements. This position is perfect for a proactive problem-solver passionate about ensuring new technologies are effectively integrated and supported from day one.

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🎯 𝗥𝗲𝗾𝘂𝗶𝗿𝗲𝗺𝗲𝗻𝘁𝘀:

▸ 4+ years of experience in a support or similar role within a Telecommunications or IT environment.

▸ Demonstrable experience in onboarding new products or projects into an operational support framework.

▸ Hands-on experience with the configuration and tuning of NMS, ticketing tools, and monitoring platforms.

▸ Strong skills in reviewing and validating technical documentation, including SLAs, AS-IS documents, and solution designs.

▸ Solid understanding of Telco products, particularly MPLS & VPN services.

▸ Proven ability to create and maintain support documentation, including Standard Operating Procedures (SOPs) and network diagrams.

▸ Working knowledge of ITIL processes, especially incident and problem management.

▸ Ability to understand complex technical implementation plans and system acceptance criteria.

✨ 𝗗𝗲𝘀𝗶𝗿𝗮𝗯𝗹𝗲𝘀:

▸ Bachelor’s degree in Engineering, Computer Science, or a related technical field.

▸ ITIL Foundation certification or higher.

▸ Experience in providing training and knowledge transfer to L1/L2 support teams.

▸ Proven stakeholder management skills with experience liaising between technical and business teams.

▸ Familiarity with project management frameworks like PMBok.