Staff Tech. Support Engineer – Lisle

Employer: Cinci Engineering

Position: Staff Tech. Support Engineer

Provide 24x7 technical support for our client's customers and other internal employees. This includes manning phones during business hours and being on-call on a rotating schedule, approximately 1 week out of every 5 weeks.
Perform investigation and analysis, problem reproduction, and resolution of customer problems (for CMTS 1x000, C3, C4 and cXm products)
Work closely with Sustaining Engineering groups to resolve customer issues
Maintain product knowledge of all supported products
Possess excellent written communication skills to document all interactions with customer
Have excellent verbal skills for providing on-site and phone support to the customer.
Be available for approx. 20% travel to customer sites to provide training, field installations, trial support and problem resolution.
Share information with teammates and customers utilizing the knowledge base and other training mechanisms.
Recommend, create, and deploy processes and tools to support activities of the functional organization while following company-wide ISO processes and procedures.
Provide initiatives for improvement of support processes, communicate these in an accurate and timely manner.
All other duties as assigned.


Required Skills
Qualifications/Skills/Abilities Minimum
Formal Education: BS or equivalent experience

Experience (type & duration): 10 years of Technical Support experience in a telephony or cable-related industry.

Skills:

Possesses understanding of cable telephony/broadband concepts and services as well as the direction in which the industry is moving.
Data networking, RF fundamentals, telephony, DOCSIS experience
Has broad system understanding of how operators use product in the field.
Ability to solve complex issues by identifying the scope of the problem and pooling necessary resources (i.e., H/W, S/W, Verification etc.)
Familiar with Routing protocols: OSPF, RIP, IS-IS or BGP
Familiar with CRM tools (Call tracking, Knowledge Base, etc)
Demonstrate effective writing and presentation skills to all levels of management;
Ability to drive others toward solutions.
Ability to prioritize tasks in alignment with company priorities.
Work independently with little direction from immediate supervisor.
Ability to influence, organize and lead cross functional teams.
Ability to interact with peers, staff, and senior management.

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