We are looking for a 4G LTE / 5G NR Tier 2 Network Support EMS SME to join our Wireless Networks team. You will be a key contributor being technical interface, on-site to customer market teams. You will have your finger on the pulse of the customer's regional network. You will be a subject matter expert in Client's Element Management Server (EMS) and help to educate our customer's in the region on the product. Additionally, you may assist the RET and eNB configurations, help to improve the network health, make product improvement recommendations and repair the network. Essential Skills, Duties and Responsibilities: • Strong knowledge and experience with 4G / 5G RAN Element Management Systems • Strong communication and presentation skills for execution of technical training of the Clients EMS in a one on one or group setting • Strong customer focus • Knowledge of EMS protocols, purposes and use cases • Experience with management server installations in customer central offices • Working knowledge of 4G and/or 5G 3GPP technologies • Must be able to drive for resolutions with other Engineering teams • Provide 24/7 on-call support as needed for commercial Network outages and network performance issues within the region • Experience working with development teams to communicate customer enhancement requirements • Experience with wireless network architecture, protocols, RF optimization and standards • Knowledge of wireless network deployments, installation and commissioning • Be able to review various Engineering MOPs and identify missing steps or issues • Assist in resolution of high severity issues to meet SLA requirements 24x7 • Willing to travel to customer locations within your region often by automobile Success Criteria: • Ability to provide in person guidance and support to customers at their premise anywhere within the region • Once trained, provide effective support of EMS questions from the customer with minimal support from others on the support team • Assist the regional support teams located in Plano, TX. with high severity events, ticket resolution and focused customer engagement to resolve issues Other Skills: • Develop Root Cause Analysis (RCA) on outages or market performance issues (e.g., throughput, accessibility, sustainability, handovers (Intra/X2/S1), capacity and coverage) • Familiar with RLC/MAC layer, different types of control channel and traffic channels, network access procedures, power control, handover algorithms, QoS types, TDD/FDD modes, HARQ/ARQ concepts, etc. Background / Experience Desired: • Previous experience working with 4G / 5G wireless Network Management or Element Management Systems in an SME role • Previous experience working in a wireless field engineer with a Tier1 carrier • Previous experience in a support role with a leading network equipment manufacture Necessary Skills and attributes: The ability to plan, organize and prioritize multiple projects, sales and simultaneous performance objectives. Work independently in determining ones personal work schedule to be productive. Work in a team environment, in order to achieve personal and team project milestones and to complete assignments within established time frames. Accept tasks and problems/situations that differ, requiring creativity to search for optimal solutions, when only broad and general guidelines exist for solving problems. The ability to utilize implied knowledge of task alternatives and to make spontaneous decisions using past experience and the guidance and/or successful experiences of others. Demonstrated ability to interact at multiple levels within customers organizations. Negotiate with and convince others, in a potentially adversarial environment, including customer directors, managers and staff with opposing views to accept/approve plans, technical and project recommendations. Make professional technical sales presentations in writing, through email, reports, or orally, to an audience of high technical skills, management and operational experience. Ability to achieve results within established time frames and requirements. Develop accurate proposals and designs to meet customer needs. Physical/Mental Demands: Work is generally performed in an office environment. Operate a computer keyboard and view a video display terminal between more than 50% of work time, including prolonged periods of time. Requires considerable work utilizing high visual acuity / detail, numeric / character distinction and moderate hand / finger dexterity. The movement and transportation of equipment, most of the time is under 25 pounds. Performs work under time schedules and stress which are normally periodic or cyclical, including time sensitive deadlines, intellectual challenges and project management deadlines. Machines, tools, equipment, and work aids include PC's, printers, copiers, faxes and other equipment commonly associated with an office work area. May require working additional hours beyond normal schedule. Travel varies depending on position. Consistently demonstrates a commitment to policies and procedures, including but not limited to, attendance, confidentiality, conflict of interest and ethical responsibilities. Physical and Mental Demands: • Must be able to work under pressure and willing to work on the ad-hoc schedule and/or on-call environment. • Work generally is performed in an office and/or lab environment - may need to travel 0 to 10% • Operate PC and product test equipment more than 75% of work time • Travel to customer locations within market region up to 50% of time Note: This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee. Education, Work experience and necessary Skills & Attributes: • BS EE or CS required (preferred MS ESS or CS) - with at least 5 years of telecom work experience • Good knowledge of wireless network architecture concepts especially in RAN domain • Good knowledge of UNIX/LINUX operating systems • Strong customer support experience • Good analytical skills to investigate and evaluate trending data for issue resolution • Ability to develop scripts and tools to aide with the reports generation and analysis will be a plus