Job Title : Customer Support Engineer
Location : Lawrenceville, GA
Duration : 3 months
Job Description :
Provides support for the Telco Operations and Support Center Teams in Lawrenceville, GA. Looking for a dynamic individual with great interpersonal skills, able to work in a fast-paced environment where technical and administrative skills can be applied.
Responsibilities include coordinating and processing project/support work-flows and organization of critical technical documents, troubleshooting technical issues with the customer and processing RMA requests. This position demands the ability to multi-task; independent thought and judgment; excellent decision making ability, problem resolution and organizational skills; attention to detail; strong interface and communication skills; ability to enhance growing cross functional teams.
Skills :
Education: BA or BS required
Working knowledge of IP Networking, RF and digital video/data systems, video codecs, audio/video routing systems, network management systems, optical transport systems, digital head end technologies, satellite and off-air receive systems, encoding and compression technologies and distributed software applications. Must have Tier I/II troubleshooting skills and be familiar with video/IP test and measurement equipment.
5+ years experience, preferable in a service coordination role, preferable understanding of cable/Telco system projects
2+ years experience with one of the following: IPTV, digital video, MPEG-2, MPEG-4, or encryption
2+ years of Customer Relations experience
PREFERRED:
1+ years of RF experience with RF and satellite communications
1+ years of understanding various routing protocols (BGP/OSPF/NAT/Multicast)
1+ years of extensive testing experience
1+ years of Microsoft experience
Demonstrated ability to build relationships and lead cross-functional teams
Experience with computer based systems: UNIX, Windows, NMS and database (Informix, MySQL, etc.)
Detailed knowledge of ATM and Ethernet networks using TCP/IP
Expertise with SNMP
Self motivated and ability to work independently using his/her own initiative and judgment
Expertise with CISCO, Alcatel or Juniper switch and Router equipment.
CCNA Certification
Experience with billing systems, VOD and interactive program guides
Willingness to adapt quickly to changing situations
Other
Proficient in Microsoft Office applications, Excel in particular.
Experience with Ticketing systems a plus.
MAJOR DUTIES:
Warranty support coordination with customer and third party vendors including troubleshooting hardware failures, technical issues and processing RMAs
Work with Senior Telco Support Engineers and Managers on a day-to-day basis to ensure project success
Schedule and help execute S/W upgrades with customer as needed
Schedule and coordinate meetings with internal teams, Cisco management and customer.
Maintains key project metrics for IPTV support team
Weekly reports of key project metrics
Strong Excel skills required to develop and maintain critical information that is published weekly
Preferably has training and working knowledge of SAP.
Please email your resume with rate requirement to (see below)