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Date Added: Sat 15/05/2021

Technical Services Engineer

Herndon, VA, US
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Job Type: Permanent, FullTime

VT iDirect continues to fuel its engineering growth and seeks an innovative, creative Technical Services Engineer who is ready for the challenges, responsibilities, and rewards that come with working in a high-energy, fast-paced environment. VT iDirect is dedicated to providing next generation solutions for broadband IP networking via satellite networks. As the leading innovators in this new space, our diverse and talented team of Internet, satellite and telecommunications professionals continue to break new ground and create significant opportunities for the network operators, service providerrsquos resellers, and the corporate networking professionals. We are looking for a highly motivated self-starter with strong written and oral communication skills. If you enjoy working in a fast-paced environment with the smartest team, and the very latest technology, then this is the job for you! KEY RESPONSIBLITIES Provides technical support to moderately complex issues Provides fault isolation and problem resolution to iDirect customers in analyzing, troubleshooting, and resolving product-related issues, including, but not limited to the following areas IP networking, RF, Satcom, Linux, and MySQL databases Performs all technical duties of Associate Technical Services Engineer Learns to recognize and utilize concepts of carrier parameters such as modulation, error corrections and overheads understands concepts of transponder connectivity and beam coverage utilizes test equipment such as spectrum analyzer Creates IP addressing schemes for devices in a network reads and understands router configurations creates basic router configurations understands routing tables, ARP tables, trace routes, and other debug tools understands concepts behind TCPIP, VLAN, IPSEC, Multicast, and IPQOS Navigates related file structure, editing files, and reading logs using knowledge of Linux Reviews and understands database schema and tables from MySQL or similar databases using knowledge of Linux Installs and commissions network with assistance from senior TAC Technical Services Engineers troubleshoots all major issues knows database structure configures iDirect networks including QOS settings executes debug commands in consultation with Engineering Monitors and responds to all incoming email, telephone, and Web traffic in a timely manner Tracks all open tickets and insures all tickets are updated as required Documents all support transactions using TAC ticketing system Escalates major or critical issues immediately to senior TAC Technical Services Engineers on duty Participates in rotating shift duties in support of 7x24x365 operations Primarily communicates with VT iDirect customers, peers, project management team, and management Executes job responsibilities to produce high level of customer satisfaction in accordance with corporate and department goals Follows procedures and processes as described in TAC Handbook PROFESSIONAL QUALITIES Has a lsquocan dorsquo attitude - willing to dive into and take ownership. Demonstrated ability to achieve stretch goals in a highly innovative and fast paced environment. Must be able to analyze and solve complex problems. Must have strong interpersonal skills and be self-motivated. Can work under pressure in high visibility situations. Flexible - able to quickly adapt to changing conditions and make decisions based on incomplete data. While we emphasis the ability to work in a team, the candidate must also be effective as a single contributor as the situation warrants POSITION SPECIFIC REQUIREMENTS Working knowledge of TCPIP, QOS and general NetworkingIP Routing Ability to use tools like TCPDUMP or Wireshark packets sniffers and analyzers Working knowledge of LinuxUnix, MYSQL or other similar database Practical experience with CRMs, trouble ticket systems, trouble ticket policies and procedures including ticket referrals, escalations and measurements such as MTTR Ability to independently debug network issues remotely, using tools like TCPDUMP or Wireshark packets sniffers and analyzers Competent help desk and customer facing skills Effective oral and written communication skills Ability to multitask and effectively manage time Willingnessability to work rotating shifts within a multi-cultural team environment designed to solve problems DESIRED QUALIFICATIONS (Not required) Technical Certification (CCNA, CCDA, CCNP, or CCDP) REQUIRED EXPERIENCE 2 ndash 5 years of industry experience in working in a 24x7x365 multi-shift environment (Main focus fault isolation and problem resolution via phone, email or chat for a global customer base) or equivalent combination of education and experience EDUCATION BSMS in Computer Science, Electrical Engineering, mathematics, or equivalent experience
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