|Senior TAC Service Engineer
Accept escalations from level 1 & 2 technicians to resolve high priority/complex customer issues.
Provide onsite services to customers on hub installation, upgrading and network troubleshooting as well as Network Audits.
Review and validate bugs opened by TAC engineers and work with Engineering toward resolution.
Reproduce customer issues and test new software packages, in a LAB environment.
Provide Technical Account Management (TAM) roles for premium customers
Provide iDirect technologies trainings to customers both in house and onsite as required
Provide third party product support on designing, installations, integration and troubleshooting
Provide On Call Support after hours and on weekends
Bachelor Degree in Telecommunications/Computer Science or equivalent work experience
Ability to work in a support environment where the main focus is working with clients either on the telephone or via email
Knowledgeable of trouble ticket systems, trouble ticket policies and procedures including escalations and measurements such as MTTR.
7 years of concurrent experience working with RF/Satellite Communication and/or TCP/IP Networking, design and/or troubleshooting.
Ability to debug complex TCP/IP network issues, experience on using tools like TCPDUMP or Wireshark packets sniffers and analyzers.
Working knowledge of Linux/UNIX, and MYSQL
Excellent English verbal and written skills.
Ability to travel domestically and internationally up to 20% of the time
Desired Qualifications: Cisco (CCNA, CCNP), LINUX/UNIX, MySQL.
Programing skills, like Perl language and B-shell scripts
VSAT installation and troubleshooting experience
Selected candidates send their updated resume at [email protected]
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