Customer Support Engineer

  • location: Lawrenceville, GA
  • type: Temp to Perm
  • salary: $40 - $50 per hour
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job description

Customer Support Engineer

job summary:
? Troubleshoot and resolve major system problems for broadcast video networks, video on demand and cloud based capture/playback systems

? Provide remote technical support for complex technical issues in a broadcast video/service provider environment

? Develop, present and document network changes to existing systems.

? Analyze Quality of Service requirements for multiple application networks

? Proactively identify customer issues and problems and opportunities for new services.

? Participate in after-hours escalation rotation.

 
location: Lawrenceville, Georgia
job type: Contract
salary: $40 - 50 per hour
work hours: 9 to 5
education: Associates
 
responsibilities:
? Typically requires BS, CS, or University degree equivalent plus 5 years relevant experience in network engineering or telecommunications support environment.

? 5+ years of progressive technical support experience (engineering or equivalent) including technical experience with Linux, UNIX, or Sun Solaris and knowledge of TCP/IP stack. 5+ years' experience performing system level debugging and troubleshooting techniques

? 3+ years supporting/configuring complex virtualized environments such as VMWare

? 5+ years performing system level debugging and troubleshooting techniques

? 2+ years of software/hardware system integration techniques

 
qualifications:
? Proven problem solving, resolution and root cause analysis skills with excellent technical writing/reporting and procedural documentation skills.

? Ability and willingness to participate in after-hours escalation rotation as well as ability to travel to customer sites (typically infrequent (less than 5%), but may be with minimal lead time.

 
skills: ? Cisco certifications (CCNA/DA/DP); Knowledge of various ISP services like DNS, DHCP, proxy, PTP

? Experience using a network analyzer and interpreting data to resolve network problems.

? Cable Experience - Analog video, MPEG-2, MPEG 4 encryption, billing systems, VOD and interactive program guides desired.

? Expertise in complex configurations of applications, servers and networked systems

? Demonstrated ability to build relationships with cross-functional teams; ability to work with call center support personnel to troubleshoot problems over the phone; experience working closely with engineering staff to resolve escalated customer issues.

? Must possess strong interpersonal and communications skills and ability to build quality customer relationships.

? Must possess superior customer-focused skills and be a team player.


Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

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