Technical Support Engineer - Networks #4602 - Electronic Search, Inc.

Position Description

Job ID: 4602

Full Title: Technical Support Engineer – Networks

Compensation: Based on Experience

Location: Kansas City, MO



Job Description:

The Technical Support Engineer (TSE) is responsible for test and verification of products and systems deployed at customer locations throughout the United States. The Technical Support Engineer will:



· Ensure the performance of hardware and software products is tested against company Acceptance Test Procedures (ATP) and that performance meets both customer specifications and conforms to prevailing technical requirements.

· Documents problems and abnormalities detected during execution of the ATP and escalate for prompt resolution, and

· Organize on-site actions necessary to successfully meet test and verification milestones.



The Technical Support Engineer works within the project team and interfaces directly with the customer’s technical representatives. TSE technical competence is typically limited to a specific network element or subsystem. Therefore, there may be more than one TSE on any given project. The TSE lead for a technical competence will be the primary point of contact during the testing phase for technical issues pertaining to his/her competence.



Responsibilities:

· Deliver professional technical support services (Core and BSS equipment) at customer project locations throughout the country

· Create (in conjunction with the customer and Project Manager) project test schedules to ensure service delivery commitments are maintained (timely attainment of invoicable milestones)

· Execute network element, subsystem, and/or network Acceptance Test procedures.

· Coordinate implementation and integration of 3rd party hardware platforms

· Use existing skills and knowledge, as well as appropriate support resources, to troubleshoot and resolve technical problems.

· Take ownership of issues and follow them through cross-functional groups and departments or escalates to upper management as necessary in order to ensure resolution

· Open / close / track technical problems using internal Call Reporting tools

· Work with the customer to integrate network elements into the network.

· Manage on-site customer acceptance of network elements.

· Escalate customer technical queries and concerns and facilitate prompt delivery of responses

· Create methods of procedure (MOP) necessary to support expansions and implementation of software upgrades and patches in customer networks

· Assist with implementation of software upgrades and patch installation

· Provide remote technical assistance via phone, on-line, or e-mail to other TSE’s and customer personnel (both 1 and 2nd tier) who are diagnosing, troubleshooting, repairing, and debugging companies products.

· Provide On-Job-Training (OJT) to customer representatives

· Provide regular feedback to Product Line to help ensure repeat problems are quickly identified and resolved

· Attend customer and project team meetings as requested

· Compile and submit weekly and ad hoc status reports

· Ensure processes are thorough and professional yet remain flexible enough to support customer requirements while conforming to internal expectations

· Perform other job related duties and responsibilities as directed by management



Qualifications:

As a minimum, the Technical Support Engineer must possess and demonstrate:

· Excellent understanding of CDMA wireless technology (voice and data) and one or more wireless network subsystems.

· Excellent analytical and troubleshooting skills

· Good understanding of RF planning and optimization tasks

· Ability to gather and report numerical data and produce statistical reports

· Ability to work independently

· Time management and organizational skills

· Understanding of telecom equipment installation practices and methodology would be a plus

· Fluency in written and spoken English

· Advanced knowledge and use of Microsoft suite programs (Word, Excel, Project, Power Point)

· Excellent communication skills (interpersonal, oral, and written)

· Outgoing and personable nature



Experience:

Minimum 3 ~ 5 years experience working for a leading equipment vendor commissioning, troubleshooting, and integrating wireless voice and data communications networks and subsystems (preferably CDMA technology).



Education:

· Bachelor of Science degree in either a technical or business related field or related industry experience

· Certificates, Licenses, and/or Registrations

· Valid Texas drivers license

· Position requires up to 70% domestic travel

How to Apply

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