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| Company: |
Monte Staffing |
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| Job Title: |
Senior Technical Support Engineer |
| Job category: |
Engineering |
| Job Location: |
GA Georgia - USA |
| Job Description: |
My name is Travis Bower, I am the Regional Recruiting Manager for Monte World Wide Staffing. We have a full time position available in the Suwanee,GA area looking to be filled ASAP. Please Read Over The Job Description if you do not have the qualifications please do not apply.
IF you are a qualified applicant, Please email the most recent copy of your resume, references (phone or email), and your salary requirements. In the subject line please put the job title in it that you are applying for.
Regional Recruiting Manager
Travis Bower
Job Description
Position Summary
UPDATE (7/22/09): 2+ years with DOCSIS; 6 years overall experience.
ARRIS is a global communications technology company specializing in the design, engineering and supply of technology supporting triple- and quad-play broadband services for residential and business customers around the world. The company supplies broadband operators with the tools and platforms they need to deliver reliable telephony, demand driven video, next-generation advertising and high-speed data services.
ARRIS products expand and help grow network capacity with access and outside plant construction equipment, reliably deliver voice, video and data services and assure optimal service delivery for end customers. Headquartered in Suwanee, Georgia, USA, ARRIS has R&D centers in Atlanta, Chicago, Beaverton, Wallingford, State College, Ireland and China, and operates support and sales offices throughout the world.
Position Requirements
Travel: Not required.
Work Sponsorship Available: No
Education Requirements: Bachelor Degree Required
Background / Testing: Required
Skills and Qualifications
Formal Education: BS Degree in Engineering or Computer Science; or equivalent job related experience
5+ to 7 Years overall experience.
Experience (type & duration): 6 years, Docsis (required. Please do not send resume without DOCSIS experience); Proficient with Computer operating systems such as Unix, Windows, and Linux;
Skills: Troubleshooting; Excellent written and verbal communication; Self-Motivation
Pre-Screening Questions
*Does candidate have 2+ years, DOCSIS experience?
Position Description
Provide technical support to ARRIS customers, via phone or email, for all ARRIS supported products. Depending on local practice Tier 1 through Tier 3 level of support may be required.
As a core team member, provide after hours support on a 24x7 call out basis.
Field validation responsibilities for product releases of new software/firmware and hardware.
Creation of Service Request for customer calls and PD creation if necessary.
Utilize Call Tracking and Knowledge base tools to record customer reported issues and progress as being issue to resolution.
Perform fault reproduction and troubleshooting, system characterization and analysis, root cause analysis of product issues up to and including drafting product Field Bulletins and opening Product Defects with the engineering teams.
Go on-site to support trouble shooting and also may help out other groups in support of trials possibly along with Field Validation projects.
Be a point of contact, highly knowledgeable on the subject matter for several ARRIS products, processes and/or services for ARRIS customers and ARRIS colleagues (PLM, design, etc.).
Delivery of additional services like informal local training sessions, as well as professional services on-site.
FAQ`s
1. Is this a newly created position? No. Employee transferred into a new group.
2. Will they have direct reports? No.
3. How large is this group? 12-13
4. What are the common traits of success in individuals currently in this role? Someone who is willing to commit to the role & who is willing to learn as it can take quite a bit of time & training to learn all the products.
5. Position primarily over the phone? Yes, primarily technical phone support. If problem isnt solved by phone there may be travel to the client site but this may be around 10% travel.
6. Is this a Sales Engineer position? No.
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Language Requirements: |
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| Employment Type: |
Full Time |
| Yearly Salary: |
Unspecified |
| Posting Date: |
2009-08-10 |
| Level of Education: |
Bachelor |
| Years of Work Experience: |
5 to 7 Years |
| Job also available in: |
suwanee, ga |
| Company: |
Monte Staffing |
| Contact Name: |
Monte Staffing |
| Contact Phone: |
907-841-2140 |
| Preferred Method of Contact: |
E-mail |
| Preferred Language of Resume/Application: |
English |
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