Cefd Engineer Technical Support 1

Primary Purpose of the Position:

Tier-1 engineers provide 24x7x365 support to Comtech customers, working on a shift schedule. Tier-1 engineers provide first level technical support, with responsibility for receiving all incoming customer requests for technical support via phone, email, and the customer web portal. Tier-1 engineers provide initial troubleshooting with the customer.

Key Responsibilities:

• Participate in a shift duty schedule in support of 24x7x365 operations.

• Monitors and responds to all incoming email, telephone and customer Portal requests in a timely manner.

• Maintains all open tickets, providing continual ticket updates to the customer, and ensuring that tickets are updated regularly.

• • Uses the Comtech trouble ticketing system to record, and process the customer reported issues.
• • Recreate and debug customer issues using the Engineering Support Center lab. Accurately document the observed problem and describe the steps required to reproduce the reported anomalous behavior/issue. Maintain detailed documentation of all ESC lab troubleshooting activities in the corresponding ticket.
• • Escalates critical or high priority issues immediately to the next Tier of support.

• Provides technical Support to our customers, leading and directing troubleshooting activities and resolving product related issues including the following:

• • Product troubleshooting, configuration and usage.
• • Product networking/IP configuration.
• • RF and Satcom troubleshooting.

Essential Knowledge and Skills:

• Experience in the field of data networking, with a high level awareness of typical applications of major IP networking technologies, including an understanding of LAN/WAN technologies such as IP routing (including switches, routers, VoIP gateways, fire walls, VPN concentrators etc.).

• IP protocols (including TCP/IP, UDP, SNMP, IPSec, Telnet).

• Communication and analytical skills (excellent command of the English language is required).

Desirable Knowledge and Skills:

• Understanding of satellite communications and RF equipment.

• Cisco Certifications (CCNA, CCNP, CCDA, CCDP, CCIE), or equivalent.

• Previous experience in a technical support center role will be a plus.

Required Qualifications and Experience:

BSEE/BSCS or equivalent technical training, or an equivalent of four years of related experience.

OR

Associate degree in EE/CS with CCNA and relevant work experience

Job Location:

Buford, GA