CDMA Technical Support Engineer Job in Plano, Texas Us
Avion Systems
About the Job
Technical Support (80%) - Provides shift schedule technical support to both internal and external customers, partners and resellers by performing a combination of debugging, problem duplication and testing to analyze, identify and resolve highly complex technical issues. - Recommends problem resolution plans by developing trouble-shooting methodology, furnishing proper system configurations, and recommending appropriate tools for problem resolution with no impact to Customer networks. - Escalate cases to Manager as appropriate. - Quickly assesses problems and implements solution to minimize user impact. - Coordinates with various Ericsson matrix departments to resolve issues quickly. - Works closely with Methods, Engineering and other Support teams to ensure that identified issues are resolved with timeliness. - Provides 24 hour on-call technical support when assigned. - Provide technical guidance and act as a technical mentor to other support engineers. Case Management (20%) - Ensure customers SLA\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\'s are adhered to in relation to customer satisfaction targets, case responsiveness targets and overdue cases. - Is accountable for accurate and timely management of case related data. - Ensures that required operations processes are followed CORE/CRITICAL COMPETENCIES: - Strong knowledge of CDMA/EVDO technology with focus on Core, Access and Data related products - Demonstrated documentation and communication skills (both written and verbal) - Works within the context of broad guidelines and must possess the ability to provide solutions to customer problems with zero impact to Customer networks. - Ability to understand problems, analyze, document and provide plans of action (e.g. troubleshooting of problems and providing solutions on different products.) - Must be able to develop good working relationship and rapport with customers and peers. - Working knowledge of layered communication structures, networking architectures, protocols and telecommunication specifications, and operating systems. - Customer service skills EXPERIENCE REQUIREMENTS: - Minimum 5 Years background experience in CDMA/EVDO and/or Succession based Core related products - Prior experience in Technical Support, Product Support or Network Integration - Background in Data/IP Routing and Networking