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Sr Technical Support Engineer (19001544)

CommScope, Inc.

Last Updated: 1/10/20

Job Description

Provide technical support to customer technicians, who are diagnosing, troubleshooting, repairing and debugging products.  Report design, reliability, and maintenance problems or bugs to escalation point of contact or design engineers/software engineering. Provide support to customer/users where the product is highly technical or sophisticated in nature.



Key Duties & Responsibilities 

1

Provide technical support to customers, via phone, email, or any other methods for all supported products consulting peers when necessary.

2

As a core team member, provide after hours support on a 24x7 call out rotation.

3

Provide pre and post upgrade validation of new software/firmware and hardware in customer labs and field.

4

Triage and validate issues reported from the field, customers, and monitoring systems. 

5

Utilize call tracking and knowledge base tools to record customer reported issues and progress through resolution.

6

Produce/review knowledgebase articles. Utilize existing knowledgebase articles and documentation to perform upgrades, troubleshooting, etc. 

7

May be required to go on-site to assist in troubleshooting efforts and assist other group efforts of field validation projects, system upgrades, trials, system audits and ticket reviews. 

8

System monitoring and preventative maintenance for customer sites. 

9

Familiar with customer business functions and product usage in field.

10

Provide feedback for team growth and education.


#LI-JH1Qualifications 

Qualifications/Skills/Abilities

Minimum Requirements, indicate preferred as applicable

Formal Education

BS or active enrollment in a 4-year program with at least two years complete. Preference given to Computer Science or Engineering. Equivalent experience and Associates Degrees will also be considered. 

 

Experience (type & duration)

3-5 years in a customer support role or similar position. Proficient in use and troubleshooting of computer operating systems such as UNIX, Windows, and Linux.

Skills

Excellent written and verbal communication. Working knowledge of product specific operating systems. Must have working knowledge of networking protocols (Certs a plus). Able to effectively interface with all levels of management. Able to convey complex technical learnings in a team environment for purposes of education. Cable industry experience a plus. 

Accreditation/certifications/licenses

Certification in computer operating systems or network 

technology a plus. Other industry or product-related certifications a plus.

Working Conditions/Travel Requirements

Minimal travel (less than 15%).

Participate in on call rotation. 

After hours availability as needed for maintenance, customer conference calls and emergencies.

Ability to maintain confidentiality of customer and company information.

Must be able to lift 50lbs

Ability to climb ladders and install equipment

 



Company Details


CommScope, Inc.

Hickory, North Carolina, United States