Technical Support Engineer 2 - Tekelec

Position Description

Technical Support Engineer 2

Relocation and sponsorship are not available for this position

Description:
Focal point and direct interface to the customer providing effective communications and Technical/product expertise leading to timely and effective resolution of customer issues
for the Sentinel/Applications/NetBoss TAC. Employee will provide Tier 1/Teir 2 level technical support for the Sentinel, NetBoss and Applications products, which
encompasses:
-Opening/managing/closing Customer Service Requests (CSRs)
-Opening and processing Return Material Authorization (RMAs) request
-Opening Problem Reports (PRs) for possible product defects
-Work with other departments within Tekelec to increase the quality of Tekelec products.
-Identify Tekelec customer product problems and develop/implement procedures to improve/correct trouble.
-Troubleshoot Tekelec’s product hardware, firmware, and software to resolve customer problems.
-Provide advanced SS7 and/or TCP/IP network troubleshooting assistance for Tekelec customers.
-Create Technical Services Bulletins for distribution to the customer base.
-Perform trouble re-creation lab environment.
-Escalate customer issues to Tier 2 and TAC Management.
-Become feature/subject matter expert and disseminate that expertise to Technical Support and Customer Service personnel.

Summary of Qualifications:
-Requires a BS in Computer Science, Electrical Engineering or equivalent plus a minimum of 0-2 years experience in technical support or a minimum of 4-6 years experience in technical support.
-TEKELEC product experience is preferred.
-Must have excellent problem solving/analytical skills.
-Strong oral/written communications skills required.
-Ability to analyze and engineer telecommunication networks and resources
based upon evaluation of customer data.
-General knowledge of wireline and wireless telecommunication protocols including MTP, SCCP, TCAP, GSM, GPRS, WIN, SIP and SIP-T.
-Strong familiarization with TCP/IP and various routing protocols.
-Employee must have a firm understanding of LINUX/Solaris and Windows 2000 server knowledge.
-Must be able to perform in critical situations and be willing to travel with minimal notice.
-Requires the ability to work with others, effective use of verbal and written communications, and the ability to foster teamwork.
-Must be willing to work in a 24 hour a day, 7 day a week environment.
-Qualified applicant must be willing to participate in the weekly on-call pager rotation.

How to Apply

Application Instructions / Send a Resume