GSOC Engineer

<h3>Accountabilities:</h3><li>Monitor infrastructure and applications using monitoring tools, alerts, and operational emails to identify incidents and potential service issues.</li><li>Handle customer requests received through ticketing systems and email, ensuring requests are acknowledged and processed according to established procedures.</li><li>Provide first-level technical support by performing initial investigation, troubleshooting, and incident assessment.</li><li>Analyze alerts and reported issues to determine their urgency, impact, and appropriate next steps.</li><li>Escalate alarms, incidents, and unresolved technical issues to the appropriate support level within defined timelines.</li><li>Maintain accurate ticket updates and ensure relevant technical information is documented throughout the incident lifecycle.</li><li>Track customer concerns through to appropriate resolution or escalation while maintaining clear and timely communication.</li><li>Prepare operational reports and provide regular updates on incidents, alerts, and service activities to relevant stakeholders.</li><li>Follow established monitoring, incident-management, and service-support procedures to maintain consistent operational standards.</li><li>Collaborate with other technical teams when additional investigation or resolution support is required.</li><li>Support continuous improvement by identifying recurring issues, operational gaps, or opportunities to improve monitoring and incident handling.</li><h2>Requirements:</h2><li>Bachelor’s degree in Electronics Engineering, Computer Engineering, or a related technical discipline.</li><li>0–1 year of relevant experience in the telecom or IT industry; fresh graduates with relevant technical knowledge may also be considered.</li><li>Basic to intermediate knowledge of Linux and command-line interfaces (CLI).</li><li>Basic to intermediate SQL knowledge, with familiarity with databases such as SQL and Oracle.</li><li>Basic understanding of telecommunications concepts, including GSM and mobile network fundamentals.</li><li>0–1 year of experience in Tier 1 or Tier 2 technical support is an advantage.</li><li>Basic understanding of operating systems and common Microsoft Office applications.</li><li>Strong analytical and problem-solving skills with an interest in investigating technical incidents.</li><li>Good attention to detail and ability to follow structured processes in a 24/7 support environment.</li><li>Clear written and verbal communication skills for handling customer requests, ticket updates, escalations, and stakeholder reporting.</li><li>Ability to work effectively across rotating 24/7 shifts and respond reliably to operational alerts and customer issues.</li><li>Willingness to learn new telecom, infrastructure, monitoring, and service-management technologies.</li><h2>Benefits:</h2><li>Full-time opportunity based in India with a remote Bengaluru location designation.</li><li>Hands-on exposure to telecom infrastructure, applications, monitoring, and service operations.</li><li>Opportunity to develop practical experience in Linux, SQL, databases, technical support, and telecommunications.</li><li>Exposure to real-world incident management, customer support, ticketing, escalation, and operational reporting.</li><li>Experience working in a structured 24/7 service operations environment.</li><li>Opportunity to build a foundation for a career in telecom, IT infrastructure, technical support, or service operations.</li><li>No travel required for the role.</li><li>Collaborative environment with opportunities to work alongside technical and service operations teams.</li>