Operations Support Engineer​/Technical Support Engineer

Overview

Operations Support Engineer / Technical Support Engineer — Plano, TX (Onsite / Hybrid as applicable)

We are seeking an experienced Operations Support Engineer / Technical Support Engineer to support customer networks by managing incidents, troubleshooting complex issues, and ensuring high-quality service delivery. This role requires strong technical expertise,
customer-facing skills
, and the ability to handle high-severity network outages end to end.

• 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

• 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
• Call processing,3
  
  GPP, 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)

• 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

Health, Dental and Vision Benefits

Short/Long Term Disability and Critical Care/Illness Protection

Life Insurance and Retirement Plans

Employee Assistance Program

With this position, you will get the opportunity to work with our game changing clients and further advance your already valuable experience in the telecom industry!

We are Connectors. We thrive on ‘quality over quantity’ and put in the work building strong relationships. We create connections, discover qualities, uncover skills, and place people with accuracy. We are your true partner!

We are Collaborators. You’ll be working with a wholly-owned subsidiary of Kelly and part of the Kelly Telecom division. It allows us to be as nimble and fiercely competitive as a startup while having the backing of a multibillion dollar publicly traded company which has been in business for 75 years. With direct access to hiring managers, services don’t stop at standard recruiting processes.

We use our expertise to improve your application skills and provide ongoing career support.

We give 24/7 Support. We are in this together. We provide around the clock availability, competitive employee benefits, and continuously check-in to make sure things are going smoothly. Check out our Glassdoor page!

Kelly Telecom is an equal opportunity employer and will consider all applications without regard to race, genetic information, sex, age, color, religion, national origin, veteran status, disability, or any other characteristic protected by law.

For more information click Equal Employment Opportunity is the law.

Your safety matters! Vaccination against COVID-19 may be a requirement for this job in compliance with current client and governmental policies. A recruiter will confirm and share more details with you during the interview process.