Department: Operations and Support

Location: Jinny Software Ltd., 7840 Roswell Road, Building 400, Sandy Springs, 30350 Atlanta area, GA, USA

Position Overview:

• Provide 1st and 2nd level of support for Jinny's solutions including next generation messaging and call & media products, for new and existing deployments ( chiefly at mobile network operators)
• Build and configure new systems in preparation for deployment at customer sites
• Deploy new / upgraded solutions within the operators’ network.

Key Responsibilities:

• Customer Support
• Management of Customer Support Requests from initiation through to closure using Helpdesk CSR tracking tool.
• Troubleshooting and problem analysis, answering customer queries, implementing configuration requests and installing software updates, patches and change requests.
• Escalating complex technical issues to product specialists.
• Writing incident reports and customer facing procedure documents.
• Liaise with customer representatives on important issues and/or for support review meetings.
• New Deployments
• 24 x 7 on-call support roster duties.
• Hardware & software installation.
• Product integration and testing.
• Project reporting and issue tracking.
• Customer training.
• Attend internal and customer facing project meetings.
• Document Installed System (As-Built).

Key Requirements:

• University graduate – degree in Computer/ Telecoms/ Electronics Engineering or equivalent.
• Minimum of 3-4 years in an IT/ Telecoms support or operations role, SMSC/ MMSC installation experience especially relevant.
• Working knowledge of Unix OS system administration, networking and Database admin.(Linux and Mysql an advantage)
• Solid understanding of mobile network protocols (e.g. SS7, IP, SMPP & SNMP), infrastructure and architectures.
• Familiarity with Web Server technologies (apache configuration an advantage).
• Good trouble shooting skills
• Excellent communication skills. Good listener. Team player. Positive attitude is a must. Able to keep a good relation with customers. Flexible and cooperative
• Fluency in English (verbal and written) communications is essential (an additional language is an advantage)
• Able to work under pressure and be quality oriented
• Available to take part in 24 x 7 support coverage roster
• Willing to Travel extensively on company business.

Applicants:

Interested candidates must be smart and solution driven and willing to contribute immediately and be capable of learning quickly in a fast changing business environment.
The appointed individuals will be offered an attractive remuneration package, which will reflect the importance of this position.

Visit us on: http://www.jinnysoftware.com

PLEASE NOTE: Only short listed candidates will be contacted.