Staff Technical Support Engr
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POST DATE 9/10/2016
END DATE 11/30/2016
ARRIS Group, Inc.
E6000/C4 Technical Support is required to provide tier 4 24x7 world-wide customer support for the ARRIS CMTS Products. The team provides primary support for all North American customers and escalation for the rest of the world.
Provide CMTS technical support to ARRIS & customer engineers, who are diagnosing, troubleshooting, repairing and debugging products
Work closely with engineering organization to report CMTS design, reliability, and maintenance problems or bugs
Perform fault reproduction and troubleshooting, system characterization and analysis, root cause analysis of product issues up to and including drafting product Field Bulletins and opening Product Defects with the engineering teams
Utilize Call Tracking and Knowledge base tools to document and communicate reported issues and on-going problem solving progress up to and including issue resolution.
Escalation point for Sales Engineering, International and remote US based Technical Support teams
Travel to customer locations to support trouble shooting and also may help out other groups in support of trials possibly along with Field Validation projects
Delivery of additional services like informal local training sessions, as well as professional services on-site
On a rotating schedule provide emergency after hours technical support for ARRIS CMTS customers.
Work with team to maintain lab facilities for problem reproduction and testing.
Experience interfacing one on one with customers troubleshooting both software and hardware problems on high tech systems, preferably in the cable TV industry.
Intrinsic emergency management skills and ability to handle customer issues/problems.
Display a breadth of knowledge in devices key to deploying the solution or application in the network. This includes the ability to discuss other vendors products and capabilities as related to network interaction.
Additional Skills: Data networking, RF fundamentals, telephony, DOCSIS experience
Advanced routing protocols (OSPF,BGP,EIGRP)
IPv4/IPv6 dual stack environments
Familiar with multicast networking
Understanding of Coax and RF networks
Demonstrated ability to troubleshoot connectivity issues
Understanding of Cisco / Juniper Routers and Switches
Full understanding of the TCP/IP stack and protocols.
Ability to conduct an analysis of LANs, WANs, wireless, servers and desktops.
VOIP experience is a plus.
Ability to systematically resolve technical issues and reported problems
Spanish speaking a Plus
BS Degree in Engineering or Computer Science or equivalent work experience.
Minimum 4 years experience in the cable industry.
Relo not provided for this position.
As an EOE/AA employer, ARRIS will not discriminate in its employment practices due to an applicants race, color, religion, sex, national origin, and veteran or disability status.