Company Introduction

Baicells is a high tech company dedicated in wireless broadband access solutions. Our main products and solutions cover 4G & 5G base station, Core Network, NMS (Network Management System), BSS, antenna, CPE and Power system, as well as related services like Radio Network Planning/Optimization. Baicells is also the pioneer company for OpenRAN/ORAN architectures solutions for both 4G and 5G.

With the vision to connect the unconnected, Baicells has introduced some real breakthrough technologies to the 4G/5G system. Our turnkey end-to-end solution becomes much easier to provide wireless internet within everyone's reach at a very low cost. Baicells' innovative solutions can be used by a wide range of customers including mobile operators, broadband access operators, cable operators, mobile virtual operators, governments and enterprise private network.

About the Level 2 Support Engineer position

We are looking for a skilled Support Engineer who will be responsible for providing level 2 technical support to Baicells customers, via phone, ticketing systems, and email. You will provide a second level of support for tickets passed from the Tier 1 Support Engineer. Responsibilities may also include customer training, software/hardware testing, and various other technical support and engineering related tasks.

You should have good understanding of designing and developing scalable, maintainable, highly available network architectures. We also expect you to be a good team player and be able to meet business objectives and SLAs.

Level 2 Support Engineer responsibilities are:

  • Provide technical support and troubleshooting guidance, via phone, or online tools, to Baicells customers

  • Evaluate and escalate support issues to the global support teams when determined appropriate

  • Provide initial network set-up support to new customers

  • Support testing of new software releases and hardware products before being released to customers

  • Other duties as assigned by management/leadership to help meet Baicells business objectives

Level 2 Support Engineer requirements are:

  • 2+ years' experience of working on a Network or Wireless Engineer position

  • Good practical network engineering experience

  • Significant experience with monitoring, network diagnostic and network analytics tools

  • Familiarity with Linux operating environments

  • Familiarity with wireless networks, LTE experience preferred

  • Excellent communication skills, oral and written; able to clearly explain step-by-step troubleshooting processes to customers of varying skill levels, verbally or in writing

  • Calm under pressure, able to multitask and manage multiple troubleshooting issues simultaneously, to successful completion

  • Multilingual a plus