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Staff Technical Support Eng (687932200)

CommScope, Inc.

Last Updated: 11/17/20

Job Description

Everyone communicates. It’s the essence of the human experience. How we communicate is evolving. Technology is reshaping the way we live, learn and thrive. The epicenter of this transformation is the network—our passion. Our experts are rethinking the purpose, role and usage of networks to help our customers increase bandwidth, expand capacity, enhance efficiency, speed deployment and simplify migration. From remote cell sites to massive sports arenas, from busy airports to state-of-the-art data centers— we provide the essential expertise and vital infrastructure your business needs to succeed. The world’s most advanced networks rely on CommScope connectivity.

Our Technical Services Department has an immediate need for a Staff Technical Support Engineer to provide technical support for the CommScope WorkAssure products. WorkAssure is a Work Force Management tool used primarily in the Cable industry to ensure the efficient scheduling of technicians to respond to the needs of the customer in a timely and cost-efficient manner.

  • Provide technical support to customers, via phone, email or the support web portal for various CommScope supported products. Providing Tier 1 through Tier 3
  • Utilize applicable CRM tool for tracking customer issues from initial case creation through final resolution.
  • Utilize applicable CRM tool for tracking customer issues from initial case creation through final resolution.
  • Root cause analysis of product issues, recreating fault production and system characterization.
  • Create knowledge base solution content and customer Field Bulletins as needed; including product manuals, videos, and customer training presentations.
  • Maintain lab facilities and all current WA products in the Technical Support labs for problem reproduction and testing.
  • Report all customer product quality issues to the PLM and ENG team for resolution; assisting with investigations.
  • Point of contact and highly knowledgeable subject matter expert for product set.

Qualifications:

  • Bachelor’s Degree in Computer Science, Engineering or related
  • 3 years’ experience providing technical support and analysis to a wide variety of customers
  • Proficient with Windows 2011 and 2016
  • Working knowledge of Network protocols
  • Working knowledge of Software troubleshooting (Log files, system files, settings, etc)
  • Strong documentation skills – ability to document issues, the root cause and resolution steps to be presented both internally and externally
  • Strong organizational, motivation and communication skills.
  • Strong analytical and interpersonal skills.
  • Strong leadership qualities.
  • Proficiency in Spanish/Portuguese a plus
  • Linux knowledge a plus

It is the policy of CommScope to provide Equal Employment Opportunities to all individuals based on merit, qualifications and abilities. CommScope does not discriminate in employment opportunities or practices on the basis of race, color, religion, gender (including pregnancy), national origin, age or any other characteristics as protected by law. Furthermore, this contractor and subcontractor shall abide by the requirements of 41 CFR 60-300.5(a) and 41 CFR 60-741.5(a). These regulations prohibit discrimination against qualified protected veterans and qualified individuals on the basis of disability, and require affirmative action by covered prime contractors and subcontractors to employ and advance in employment qualified protected veterans and qualified individuals with disabilities.

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Company Details


CommScope, Inc.

Hickory, North Carolina, United States