Provides Level 2 support to customers, resolving technical issues in live production environments.
Experience in ticket and queue management.
Liaises with Level 2 (Operation support), Level 3 (PS), and Level 4 (R&D) teams for issue resolution.
Drives process improvement to meet SLAs and service expectations.
Available for shift work (early mornings, late evenings, nights) and on-call 24/7 support.
Standby support and occasional work on weeknights, weekends, or public holidays.
Ad-hoc travel to customer sites may be required.

4–8 years of work experience in the software industry or related fields.
Experience in the telecommunications industry is preferred.
Mandatory: SingleView Familiarity with international telecommunications regulations and customer agreements.
Basic knowledge of the telecommunication environment and customer service procedures.
Experience with network management and troubleshooting tools.
Good understanding of complex software system architecture and operations.
Knowledge of Microsoft Office and 3rd Party Software (e.g. Oracle).
Principles of SDLC and PMLC.
UNIX and Shell Scripting Understanding of BI and data warehousing principles.
Strong written and verbal communication skills in English.

CSG provides accommodations for persons with disabilities in employment, including during the hiring process and any interview and/or testing processes.

Technical Support Analyst II

Key skills