NextGen | GTA: A Kelly Telecom Company · 1 day ago
Operations Support Engineer / Technical Support Engineer
Plano, TX
Full-time
Hybrid
Entry, Mid Level
2+ years expNextGen, a Kelly Telecom Company, is seeking an experienced Operations Support Engineer / Technical Support Engineer to support customer networks by managing incidents and troubleshooting complex issues. The role involves ensuring high-quality service delivery and requires strong technical expertise and customer-facing skills.
ConsultingHuman ResourcesStaffing Agency
Hiring Manager
Poonam Varma
Responsibilities
Own and manage customer-reported issues via tickets, emails, and phone calls
Lead Sev1 and Sev2 outage management from identification through resolution
Manage low-severity trouble tickets, ensuring closure within SLA timelines
Coordinate with Engineering and cross-functional teams to resolve issues
Provide clear status updates to customers and internal management
Perform advanced troubleshooting and in-depth analysis of network data
Conduct root cause analysis (RCA) and help prevent repeat incidents
Develop, validate, and execute Method of Procedures (MOPs)
Support on-site customer troubleshooting when required
Create customer-specific reports for ongoing network monitoring and analysis
Work independently with minimal supervision while maintaining high service quality
Qualification
Required
Bachelor's degree in Electronics, Computer Engineering, Computer Science, or equivalent experience
Minimum 2+ years of experience in a TAC / Tier 2 support or telecom support environment
Hands-on experience managing trouble tickets and coordinating with multiple work groups
Experience troubleshooting signaling protocols: SS7, IS41, MEGACO, SIP
Call processing, 3GPP, Lab Testing, 5G Testing experience, preferably in a wireless network
User-level experience with UNIX / Linux commands
Basic knowledge of IP networking (routers, protocols, VLANs)
Basic understanding of transmission/backhaul technologies (T1, SONET, Microwave)
Preferred
Knowledge of 4G LTE and 5G technologies
Cisco CCNA or equivalent networking knowledge
Experience working with a telecommunications vendor
Exposure to Verizon or Sprint wireless networks
Benefits
Health, Dental and Vision Benefits
Short/Long Term Disability and Critical Care/Illness Protection
Life Insurance and Retirement Plans
Employee Assistance Program
Company
NextGen | GTA: A Kelly Telecom Company
As part of KELLY’s SETT (Science, Engineering, Technology, and Telecom) Business Unit, we are committed to providing state-of-the-art digital infrastructure and telecom engineering solutions for legacy, 5G, and private networks.
501-1000 employees
H1B Sponsorship
NextGen | GTA: A Kelly Telecom Company has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (25)
2024 (23)
2023 (19)
2022 (16)
2021 (9)
2020 (6)
Funding
Current Stage
Late StageLeadership Team
Steven Edwards
Vice President, Chief Financial Officer
Rashid Iqbal
Executive Vice President & Chief Growth Officer
Company data provided by crunchbase