Customer Support Engineer

Brief Role : Customer Support Engineer - SP Video Job Description Roles/ Responsibilities: - Provides primary, help- desk technical support for the installation, integration and maintenance of the Cisco Digital Broadband Delivery System (DBDS) to include analysis, diagnosis and resolution of technical support problems. - Engineer will also need to have an advanced knowledge of Solaris/ Linux. - Engineer will also need to have an advanced knowledge of networking (CCNA or higher preferred). - Receives support calls from the customer and works to resolve issues within the prescribed standards. - Ability to recognize problems by category, research solutions from various sources and apply documented procedures to resolve issues. Requirement for this position is 24x7 shift work. Minimum Qualifications Demonstrated ability to build relationships and lead cross- functional teams Ability to perform system level debugging and troubleshooting techniques Software/ hardware systems engineering/ system integration experience Ability to work with call center support personnel to troubleshoot problems over the phone Work with program managers to plan installation and upgrade support, anticipate problems and apply lessons learned across customers and customer locations. Work closely with engineering to resolve escalated customer issues. Strong interpersonal and communications skills to build quality customer relationships. Solaris/ Linux expertise. In depth knowledge of Switch and CMTS and layer 1 & 2 LAN/ WAN technologies. Knowledge of VMware Expertise in DBDS components like QAM, GQAM, MQAM DCM and RF GATEWAY. Must be able to use a network analyzer and interpret data to resolve network problems. Knowledge of various web technologies like http and https configurations. Cable experience - analog video, mpeg- 2, mpeg 4 encryption, billing systems, VOD and interactive program guides desired. Digital Video experience a plus. Education- BS desired, MS a plus 3 years work experience in Network administration and Unix administration - Working knowledge of Solaris OS is highly desired 3 years of Informix or other relational database experience