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Technical Support Engineer

CyberStream Networks
Austin, TX

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Job Details

Full-time

Qualifications

Quality control corrective actions
Computer science
Records maintenance
Network analyzers
On-site technical support
Telecommunications network analyzers
Defect resolution root cause analysis
Technical support via phone
Computer Science
Cellular networks
Bachelor's degree in electrical engineering
XML
Phone communication
Solaris
Mid-level
Managing clients in a customer support role
Collaboration with product development teams
Phone customer support
Corrective maintenance
Team training
Customer support ticket management
Computer Engineering
SNMP
Problem management
Network routing
Technical training
CDMA
Workshop facilitation experience
Electrical Engineering
Bachelor's degree in computer science

Full Job Description

IP Technical Support Engineer

Job Position Summary Description:

This position is assigned to the 2nd level technical support staff of all IP CyberStream Networks customers. Close interaction with the customers in the field, regional account teams, and 3rd and 4th level support.

Key Responsibilities / Functions:

Troubleshoot customer network issues on various IP Routing (IPR) Product Lines (includes 7950, 7750/SGW/PGW, 7710, 7450, 7210, 7705, 9471 WMM).
Troubleshoot outages and critical issues seen in the LTE Solution (ePC and BH IPR elements). Conduct performance analysis for critical issues and provide recommendations on corrective actions. Lead RCA discussions with R&D, identify corrective actions and provide readout to customers.
Interface with regional TEC (Technical Expertise Centers), Customer Account Teams, other Business Units, for technical consultation and Customer support concerns.
Debug complex product installations; resolve complicated product problems by applying both established procedures and creative alternatives.
Enhance the capabilities to learn end to end solution/products of various mobility customers.
Maintain problem status and problem resolution records via ticketing system(s). Prepare reports on problems encountered and methods of resolution applied ensuring overall system integrity and reliability.
Maintain awareness of new features via training and cross train co-workers.
Conduct workshops for customer specific applications as customer prime.
Provide on-call cell phone support to customers on a 24x7x365 basis. Candidate must be willing to work out of hours, weekend shifts, and be available to provide support for maintenance windows at night.
Travel may be required based on issues which remain unresolved after providing remote technical support.
This position will be located in Naperville/Plano/USA.

Required Qualifications: (Education, Technical Skills/Knowledge)

Bachelor's degree in Computer Engineering or Electrical Engineering or Computer Science or College Diploma combined with Equivalent experience
Must have excellent communication skills and the ability to work well in a team environment. Working knowledge of UNIX operating system, preferably Solaris.
Working knowledge of communication protocols (SNMP, TCP/IP).
Excellent written communication skills.
Quick learner and willing to share knowledge with others on the team.
Work issues across multiple platform environments.

Desired Qualifications: (Education, Technical Skills/Knowledge)

Knowledge of IP based related solutions (LTE, MBH/EBH, IPTV) is an asset
Familiarity with various test equipment (IXIA, SmartBits, Landslide, etc. is desirable)
Working knowledge of Sonet, ATM and MLPPP is an asset
Familiarity with CLI and XML
Good background in Wireless technologies CDMA/EVDO/UMTS
ALU NRS Certifications.
Prior experience working with customers.

Employment Policy

CyberStream Networks is an Equal Opportunity / Affirmative Action employer including women, minorities, veterans, and individuals with disabilities.

Job Category:

Architecture

Primary Location:

Americas - United States

Schedule:

Full-time

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Refine Your Search

2nd Level Technical Support Engineer jobs

Technical Support Engineer

Technical Support Data Engineer

Technical Support Engineer 2

Test Technician -2nd Shift (2PM – 10PM)- (G-Project)

EXE Mechatronics Production First Line Support Engineer (2nd Shift)

Lunar Lander Production Manufacturing Engineer (All levels, All shifts)

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Automation Technician (1st and 2nd shift)

Foundation Proto Operations Engineer - 2nd Shift

2nd Shift Manufacturing Assistant Supervisor

Controls Engineer

Machinist Tool Maker 2nd Shift

Structural Analysis Engineer - Experienced/ Senior

Structural Analysis Engineer - Experienced/ Senior

Maintenance Technician - 2nd Shift

Process Engineer - 2nd Shift

Chemical Process Technician - 2nd Shift (90-Day Increase Eligible)

Maintenance Technician III or IV (2nd and 3rd Shifts)

CNC Mill Machinist - 2nd Shift

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