Principal On-Site Support Engineer

Profile

Job Description-Overview
We are currently seeking an On-site Support Engineer to work with customers in this fast-paced technology environment with deep understanding of
Cable Network(MSO) Environment
. Candidate should have understanding and experience in service enabling protocols (Such as DNS, DHCP, AAA, TFTP etc). Primary responsibility is to ensure that the customer always has access to the critical data that our products provide. This person must be keen to research and troubleshooting subscriber issues , primarily on their own and guide the customer with appropriate suggestion based on troubleshooting.
This position serves as the
Subject Matter Expert (SME)
in
Data Networks , DOCSOS
and IP Networks (Switching and Routing). This position performs hands on and
consultative
support
to customers and maintenance of highly complex Netscout deployment including PM Appliances, Probes , Infinistreams, nSI , SDM solutions
Work with customers to troubleshoot and resolve
complex MSO
problems and product issue.
Using Netscout tools, design and develop reports for
DNS, DOCSIS
networks.
Identify and execute strategic customer focused projects.
Interface with our world-class
Support
Sales
development and SQA
teams to identify and to resolve customer issues.
Utilizing Netscout's Knowledge Management database, research & develop technical tips and solutions
Coordinate changes to the configuration, upgrades and Netscout related matters
Provide documented in-depth technical solutions and training for customer and other engineers
Contribute to the
development
and ongoing improvement of Technical Support procedures and infrastructure.
Requirements
* Solid understanding of
DOCSIS
Standards and some involvement in public forums IP routing & switching : Sound understanding of IP/
MPLS and Ethernet technologies
Proven experience in network management and monitoring.
Expert knowledge of a wide range of state-of-the-art network practices and technology to advice on resolution of critical and complex network issues
Strong end-to-end technical knowledge in the following areas: Mobility Applications, Mobility Platforms and Operating Systems, VPN, WLAN, WWAN, LAN, TCP/IP, IP SEC, DOCSIS
Must have 10 years of experience in Telecom
Cable service provider
industry or
Telco vendor industry.
Solid understanding of VoIP and Wireless Protocols (SIP, MGCP, H.323, RTP, GTP, GRE etc)
Hands on experience with
Protocol Analyzer tools and debugging tools
Strong
Unix/Linux
/Storage systems knowledge and adept on the related disciplines
CCNA and proficiency in Linux required (CCNP preferred)
Experience in project management and managing with multiple projects.(
PMP
preferred)
Bachelors Degree in
Electronics
Communication
Electrical
or Computer Science/Network Security or equivalent discipline.
Experience working remotely, but cooperatively with HQ
Effective communication skills with ability to clearly explain ideas and influence decisions
Self-motivated and constantly looking for ways to improve both product and process
Exceptional organization, time management skills and multi-tasking skills
Ability to work efficiently and effectively in a fast-paced environment, under stress and within time constraints
Exceptional technical and business oral and written communication skills
Proven expertise in customer relationship and management
Minimum of 5-years supporting critical customers at their location
Proven ability to communicate with all levels of business
Exceptional troubleshooting and problem solving skills while maintaining a business level view towards resolution.
Job Description-Overview
We are currently seeking an On-site Support Engineer to work with customers in this fast-paced technology environment with deep understanding of Cable Network(MSO) Environment. Candidate should have understanding and experience in service enabling protocols (Such as DNS, DHCP, AAA, TFTP etc). Primary responsibility is to ensure that the customer always has access to the critical data that our products provide. This person must be keen to research and troubleshooting subscriber issues , primarily on their own and guide the customer with appropriate suggestion based on troubleshooting. This position serves as the Subject Matter Expert (SME) in Data Networks , DOCSOS and IP Networks (Switching and Routing). This position performs hands on and consultative support to customers and maintenance of highly complex Netscout deployment including PM Appliances, Probes , Infinistreams, nSI , SDM solutions
Work with customers to troubleshoot and resolve complex MSO problems and product issue.
Using Netscout tools, design and develop reports for DNS, DOCSIS networks.
Identify and execute strategic customer focused projects.
Interface with our world-class Support, Sales, development and SQA teams to identify and to resolve customer issues.
Utilizing Netscout's Knowledge Management database, research & develop technical tips and solutions
Coordinate changes to the configuration, upgrades and Netscout related matters
Provide documented in-depth technical solutions and training for customer and other engineers
Contribute to the development and ongoing improvement of Technical Support procedures and infrastructure.
Requirements
* Solid understanding of DOCSIS Standards and some involvement in public forums IP routing & switching : Sound understanding of IP/?MPLS and Ethernet technologies
* Proven experience in network management and monitoring.
* Expert knowledge of a wide range of state-of-the-art network practices and technology to advice on resolution of critical and complex network issues
* Strong end-to-end technical knowledge in the following areas: Mobility Applications, Mobility Platforms and Operating Systems, VPN, WLAN, WWAN, LAN, TCP/IP, IP SEC, DOCSIS
* Must have 10 years of experience in Telecom Cable service provider industry or Telco vendor industry.
* Solid understanding of VoIP and Wireless Protocols (SIP, MGCP, H.323, RTP, GTP, GRE etc)
* Hands on experience with Protocol Analyzer tools and debugging tools
* Strong Unix/Linux/Storage systems knowledge and adept on the related disciplines
CCNA and proficiency in Linux required (CCNP preferred)
* Experience in project management and managing with multiple projects.(PMP preferred)
* Bachelors Degree in Electronics/ Communication/ Electrical or Computer Science/Network Security or equivalent discipline.
* Experience working remotely, but cooperatively with HQ
* Effective communication skills with ability to clearly explain ideas and influence decisions
* Self-motivated and constantly looking for ways to improve both product and process
* Exceptional organization, time management skills and multi-tasking skills
* Ability to work efficiently and effectively in a fast-paced environment, under stress and within time constraints
* Exceptional technical and business oral and written communication skills
* Proven expertise in customer relationship and management
* Minimum of 5-years supporting critical customers at their location
* Proven ability to communicate with all levels of business
* Exceptional troubleshooting and problem solving skills while maintaining a business level view towards resolution.
Randstad Technologies is an EOE-M/F/V/D and is a wholly owned subsidiary of Randstad Holding nv, a $22.5 billion global provider of HR services and the second largest staffing organization in the world.
Randstad Technologies
Stamford, CT 06901
****
Web: ****

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