Engineer Technical Support 2

Summary

Provide 24x7x365 support to CSNT customers, working on a rotating shift schedule. Provide the second level technical support, responsible for accepting escalations from Tier-1.  Manage customers’ upgrade requests and provide the secondary ESSAM role for the ESSAM customer support function.

Key Responsibilities:

• Participate in a rotating shift duty schedule in support of 24x7x365 operations. 
• Must be willing to provide assistance and guidance to the Tier-1 Engineers who will frequently consult with Tier-2 for technical advice and support.
• Maintains all open tickets, providing continual ticket updates to the customer, and ensuring that tickets are updated regularly. 
• Escalate critical or high priority issues immediately to the next Tier of support. 
• Recreate and debug customer issues using the TAC lab.  Accurately document the observed problem and describe the steps required to reproduce the reported anomalous behavior/issue.  Maintain detailed documentation of all TAC lab troubleshooting activities in the corresponding Trouble Ticket.
• Assist with administration of the customer remote access database.
• Support the ESS Account Management (ESSAM) in the secondary role. Liaise and support the primary ESSAM account Tier-3 engineer for all customer issues.
• Provide in depth technical Support to our customers, leading and directing troubleshooting activities and resolving product related issues including the following:
  • Product configuration and usage 
  • Product networking/IP configuration
  • RF and Satcom
  • MySQL databases

Additional Responsibilities:

• Perform system level testing and verification of potential release codes when time permits. 
• Document test results and communicate findings to developers.  Relay any technical documentation errors.
• Provide input for test procedures and test verification for internal and customer use.
• Provide input for product development based on customer request.

Essential Knowledge and Skills:

• Good knowledge of the maintenance, troubleshooting, repair and installation of:
  • Commercial satellite earth station or VSAT terminal equipment (including HPA/BUC, LNA/LNB, RF converters, satellite modems).
  • Experience in the field of data networking, with a high level awareness of typical applications of major IP networking technologies, including experience and in-depth understanding of LAN/WAN technologies such as IP routing (including switches, routers, VoIP gateways, fire walls, VPN concentrators), VoIP, VPN, QOS, file streaming. 
  • IP protocols (including TCP/IP, UDP, SNMP, IPSec, Telnet) and test equipment (packet sniffers/protocol analyzers, LAN/WAN analyzers, BER test sets).
  • Satellite communications and RF knowledge (including familiarity with C-Band, Ku/Ka-Band, L-B and RF system block and level diagrams).
  • Strong documentation, communication and analytical skills (excellent command of the English is required).
  • Ability to write technical training manuals, presentations, reports, business correspondence, and process and procedure documentation. 
  • Ability to effectively present information and respond to questions from groups of managers, and customers.
  • Regular and predictable attendance required.

Desirable Knowledge and Skills:

• Fluency in an additional language other than English (spoken and written)
• A US Government security clearance
• Cisco Certifications (CCNA, CCNP, CCDA, CCDP, CCIE), or equivalent

Required Qualifications and Experience:

• BSEE/BSCS or equivalent technical training, or an equivalent of six years of related experience 

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

About Us

Comtech Satellite Network Technologies is a leading supplier of communications equipment with a focus on satellite bandwidth efficiency and link optimization. The high-performance satellite communications ground equipment is deployed globally to support mission-critical and demanding applications for government, mobile backhaul, premium enterprise and mobility. Service providers, satellite operators, governments and commercial users wanting to optimize communications, increase throughput and delight customers, are leveraging the performance and flexibility of the Comtech brand. The solutions are facilitating fixed and mobile networks in 160+ countries and across every ocean. For more information, visit www.comtechefdata.com. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.