Support Engineer II (Technical)

Comtech Ef Data•Chantilly, VA

40d

About The Position

Support Engineer II will provide 24x7x365 support to Comtech customers, working on a shift schedule. Tier-2 engineers provide next level technical support, with responsibility for receiving all incoming customer requests for technical support via phone, email, and the customer web portal. Tier-2 engineers provide extended troubleshooting with the customer.

Requirements

Experience in the field of data networking, with a high level awareness of typical applications of major IP networking technologies, including LAN/WAN technologies such as IP routing and switching (switches, routers, VoIP gateways, fire walls, VPN concentrators etc.).
IP protocols (including TCP/IP, UDP, SNMP, IPSec, Telnet).
Communication and analytical skills (excellent command of the English language is required).
Good understanding of satellite communications and RF equipment.
Cisco Certifications CCNA
BSEE/BSCS or equivalent technical training, or an equivalent of four (4) years of related experience.

Nice To Haves

Cisco CCNP), or equivalent.
Previous experience in a technical support center role will be a plus.

Responsibilities

Participate in a shift duty schedule in support of 24x7x365 operations.
Monitors and responds to all incoming email, telephone and customer Portal requests in a timely manner.
Maintains all open tickets, providing continual ticket updates to the customer, and ensuring that tickets are updated regularly.
Uses the Comtech trouble ticketing system to record, and process the customer reported issues.
Recreate and debug customer issues using the Engineering Support Center lab. Accurately document the observed problem and describe the steps required to reproduce the reported anomalous behavior/issue. Maintain detailed documentation of all ESC lab troubleshooting activities in the corresponding ticket.
Take escalations from lower-tier with commitment to resolved
Escalate critical or high priority issues immediately to the next Tier of support or engineering when applicable.
Provides technical support to our customers, leading and directing troubleshooting activities and resolving product related issues including the following:
Product troubleshooting, configuration and usage.
Product networking/IP configuration.
RF and Satcom troubleshooting.