Technical Support Engineer

Vistance Networks; Sydney; Vor Ort; AUD 70.000 - 90.000; Vollzeit

Zusammenfassung

Vistance Networks is seeking a Technical Support Engineer to provide 24x7 support for customers and internal teams in Sydney, Australia. The role involves on-call duties, issue reproduction, and close collaboration with Tier-4 and engineering to resolve complex network problems.

Responsibilities include diagnosing faults, drafting field bulletins, and coordinating with the Optical Design team for fiber and HFC deployments; on-site services and training may be required.

Qualifikationen

• Bachelor’s degree with a technical focus in Engineering or Computer Science and 2+ years relevant experience.
• Knowledge of devices and vendor products used in deployed network solutions.
• Broad system understanding of field usage and problem scope to identify root causes.
• Experience in customer service or technical support.
• Strong written and verbal communication suitable for management levels.
• Familiarity with CRM tools and knowledge bases.
• Proficient English communication, both spoken and written.

Aufgaben

• Provide 24x7 technical support for customers and internal staff via phone or email for network products and third-party hardware.
• Investigate, reproduce, and resolve customer problems; collaborate with Tier-4 and engineering teams.
• Perform fault reproduction and root cause analysis; draft bulletins and open defects with engineering.
• Work with Optical Design team on Fiber Optics network design such as Fiber-Deep, RfoG, PON, etc.
• Travel on-site for Fiber Optics, HFC, and testing/implementation; deliver additional services like training.
• Travel to customer sites to assist with troubleshooting and support trials.

Kenntnisse

Engineering degree

2+ years experience

Networking knowledge

Customer service experience

CRM tools familiarity

Ausbildung

Bachelor's degree in Engineering or Computer Science

Tools

CRM tools

Call Tracking software

Jobbeschreibung

Technical Support Engineer

Req ID: 81837

Location:

Sydney, New South Wales, Australia

In our ‘always on’ world, we believe it’s essential to have a genuine connection with the work you do.

How You'll Help us Connect the World:

• Provide 24x7 technical support for Company customers and other internal employees via phone or email, for Company/Pace HFC products including CMTS/CCAP, NXT, CorView, ATS, Cable Modems and various 3rd party hardware, EMS and NMS. This includes handling customer cases during business hours and being on-call for emergencies on a rotating Schedule.

• Perform investigation and analysis, problem reproduction, and resolution of customer problems; Work closely with Tier-4 Tech Support and Sustaining Engineering groups to resolve customer issues.

• 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.

• Work closely with Optical Design team to provide Fiber Optics network design such as Fiber-Deep, RfoG, PON etc...

• Travel and Perform Professional Services on-site for Fiber Optics, HFC, NXT testing and implementation in addition to the delivery of additional services like training sessions.

• Travel to customer locations to support trouble shooting and also may help out other groups in support of trials possibly long with Field Validation projects.

• Utilize Call Tracking and Knowledge base tools to record customer reported issues and progress as being issue to resolution.

• Provide initiatives for improvement of support processes; communicate these in an accurate and timely manner.

• Perform other duties as required.

SKILLS REQUIRED

• Bachelor’s degree with technical focus, preferably Engineering or Computer Science degree and 2+ years relevant experience
• Display a breadth of knowledge in devices key to deploying the solution or application in the network. This includes the ability to discuss other vendor’s products and capabilities as related to network interaction.
• 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.)
• Possesses understanding of cable telephony/broadband concepts and services as well as the direction in which the industry is moving.
• Experience in Customer Service or similar technical support position
• Demonstrate effective writing and presentation skills to all levels of management
• Strong organizational, communication and interpersonal skills.
• Familiar with CRM tools (call tracking, knowledge Base, etc.)
• Ability to interface with Company design and other teams using proficient spoken and written English.

Why Join Us?

Vistance Networks shapes the future of communications technology, pushing past what is possible. We deliver solutions that bring reliability and performance to a world always in motion. Our global team of innovators and employees are trusted advisors who listen to customers first, then deliver value.

If you want to grow your career alongside bright, passionate, and caring people who strive to create what's next…..come connect to your future at Vistance Networks.

Vistance Networks is an Equal Opportunity Employer (EEO), including people with disabilities and veterans.

Learn more about how we're on a quest to connect the future and build what's next.

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Technical Support, Technical Support Engineer, Drafting, CRM, Computer Science, Technology, Engineering