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Technical Support Engineer

Client of TER Consulting Group Lowell, MA

  • Expired: over a month ago. Applications are no longer accepted.
Job Description

Our Global client has an immediate need for  a Technical Support Engineer that  will help support one of client's largest Telecommunication Service Providers
The Technical Support Engineer relies on experience and judgment to plan and perform a variety of tasks in support of company products and Services. Specifically, the Technical Support Engineer II is responsible for providing pre-and- post-sales support for customers, end-users, resellers, and support partners. 

 

These responsibilities include:

•             Troubleshooting, diagnosing and resolving technical customer issues associated with Company Networking equipment.

•             Handling and Resolving new customer cases via Support CRM System

•             Replicating issues and testing customer configurations in a lab environment,

•             Recreating, tracking, and verifying software defects in the field or under lab conditions reported by customers.

•             Interfacing with other technical support personnel, engineering, and product management to escalate and resolve issues.

•             Performing remote upgrade activities.

•             Providing feedback from customers to product management and engineering teams via appropriate systems

•             Handling customer technical escalations

•             Authoring technical knowledgebase articles for use by other technical support personnel and/or customers and partners.

•             Participating in Technical off-hours on-call rotation if needed. 

•             Traveling, as required, to customer sites to resolve customer issues

•             Customer-focused candidate, strong attention to detail, ability to establish and maintain strong working relationships with key internal and customer personnel to work effectively.

•             Outstanding customer service and advanced written and verbal communications skills.

•             Strong Interpersonal, Teamwork, process development, and network troubleshooting skills.

Experience and Educational Requirements

The position of Technical Support Engineer requires:

•             Bachelor’s Degree and 2+ year’s experience in technical support functions with a strong fundamental understanding of telecom network and routing environments. 

•             Intermediate knowledge of Linux and/or Solaris Operating System.

•             Advanced Networking Skills Required - This includes a strong understanding of the protocols surrounding IP service provider networks.  These skills should include a. TCP/IP fundamentals, b. IP subnetting and supernetting and hierarchical routing principles, c. Routing protocol operation (OSPF, IS-IS, and BGP-4), d. Routing policies at BGP peering points, e. VPNs and the associated tunneling technologies (L2TP, MPLS, etc.), f.  Hands-on configuration experience with Cisco and Juniper switches and routers preferred.

•             Understanding of TCP Protocols protected by the Software product Solution - Web (HTTP, HTTPS), API (SOAP, XML, REST), Email (POP/POP3, SMTP, IMAP/IMAP4), Database (MySQL, MS SQL, Oracle) & Other (Telnet, SSH, FTP).  Have a solid knowledge of these protocols, how they are used.

•             Knowledge of and/or ability to learn up to an intermediate level of python in order to be able to identify potential issues/bugs in source code for Development

 

Special Skills or Physical Demands

The job of Technical Support Engineer II also requires:

•             Customer-focused candidate, strong attention to detail, ability to establish and maintain strong working relationships with key internal and customer personnel to work effectively.

•             Outstanding customer service and advanced written and verbal communications skills.

•             Participation in the Support Off-Hours On-Call rotation is required.

•             Strong multitasking skills.

•             Strong Interpersonal, Teamwork, process development skills.

•             Strong analytical/critical thinking skills.

•             Ability to work across multiple hardware and software platforms.

•             Provide leadership and issue management on large customer outage calls.

 

Work Environment

This job is primarily performed in an office or lab environment, but may require work in production and engineering areas, or on-site at a customer's or partner's facility.

Will be eligible for a 10% Bonus June 2022

Client of TER Consulting Group

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Address

Lowell, MA
USA

Industry

Technology

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