Onsite Engineer

Location: Little Rock, AR

Summary:

The Onsite Engineer is a field-based member of the Premier Support team that provides onsite technical operations, deployment, network monitoring and escalation support for the company’s Premier customers.

Focused areas:

  • Network Analytics
  • Cellular Network Performance and Data Steering
  • Customer focus
  • IP Network Configurations and troubleshooting, both switching and routing
  • Proactive Network Management skills

Job Description:

  • Provide onsite and/or remote technical support to company’s Premier customers focusing on current and future products
  • First line troubleshooting, acting as an escalation for customer 1st level engineers and full engagement with company for situation control and resolution
  • Mature network management and troubleshooting skills; understand, troubleshoot, diagnose and resolve customer issues on equipment
  • Define, manage and execute problem resolution plans and communicate closure/resolution to company customer support, SAM, partners and customers
  • Effectively manage many different tasks simultaneously
  • Duties include but are not limited to problem resolution, upgrades as well as involvement and management of escalated situations
  • Review of technical documentation for training materials, technical marketing collateral, troubleshooting guides etc.
  • Ability to use diagnostic aids, tools and appropriate lab equipment as necessary
  • Coach and assist in training customer engineers, new company team members
  • Acquire and maintain extensive knowledge on all company (routing and switching) products plus any new company equipment the customer intends to deploy

Requirements:

  • BA degree in a technical field, Masters in Computer Science, MCSE or equivalent work experience
  • BCFP, BCSD, BCSM, BCAF, BCNP, BCNE must be acquired within a year of employment
  • CCNA, CCNP and/or CCIE a plus
  • Extensive experience supporting the following technologies
  • Thorough understanding of the utilization of Policy Base Route Maps and Access Lists for the purpose of traffic steering, replication and flooding to various analytics tools
  • Good IP networking fundamentals and extensive experience in the application of IP protocols
  • Understand Network architectures including the roles of routers, switches and application delivery controllers
  • Thorough understanding of wireless, especially LTE networks for the purpose of deploying configurations to collect data from signaling flows utilized to various tools
  • In-depth knowledge of and experience with major internet routing protocols; specifically BGP and OSPF
  • MPLS proficiency – VLL/VPLS/MPLS, RSVP, LDP, FRR (detour/bypass)
  • Excellent network analysis fundamentals and robust troubleshooting skills
  • Must be able to teach others and grow functional expertise of broader team
  • Network architectures including the roles of routers and switches
  • Customer first attitude
  • Must have a very strong interpersonal “soft” skills
  • Must demonstrative role-model level customer service/support skills and represent company in a professional manner at all times
  • Must understand the business impact of customer and partner interactions and be able to effectively navigate situations
  • Must be able to work with customers and partners from different geographies and be culturally sensitive
  • Must be highly motivated, a self-starter and have proven ability to function effective with little direct supervision
  • Comfortable with technical and business English usage (documents reading, emails, conference calls)