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.