Service Desk Engineer - Tier 3

Fabergent; Englewood (CO); On-site; USD 70,000 - 100,000; Full time

Job summary

A technology solutions company is looking for a Service Desk Engineer - Tier 3 to provide in-depth technical support, primarily for CMTS systems. The ideal candidate should have a B.S./B.A., Cisco CCNP certification, and over 3 years of hands-on experience in network deployment. Responsibilities include troubleshooting issues, documenting processes, and communicating with vendors. This is a long-term contract position based in Englewood, CO.

Qualifications

• 3+ years of professional experience in technical support or cable modem network deployment.
• Practical knowledge of first level technical support procedures.
• Expertise in DOCSIS technologies required.
• Must have practical knowledge and understanding of first level technical support and on site installation and configuration, including following defined procedures and filling in required testing and installation reports.
• Able to demonstrate expertize in routing/switching and DOCSIS/CMTS (Cable Modems) technologies.
• Exemplary written and communication skills.

Responsibilities

• Provide third-line technical support for CMTS.
• Troubleshoot and escalate issues to Tier 4 or vendors.
• Document information in the tracking system.
• Record information in tracking system.
• Track recurring CMTS issues and escalate to management any identified trends – including unique identifiers.
• They will interface with NOC.
• Some resources will be working off business hours shifts.

Skills

Routing/Switching expertise

Technical support experience

Communication skills

Technical support

On-site installation

Communication skills

Education

B.S./B.A. or equivalent experience

Cisco CCNP certification

Tools

CMTS technologies

Job description

Greetings from Fabergent, Kindly let me know if you are currently available in the job market. Feel free to reach me on 770-702-0597 or tissaATfabergent.com. Please respond with your updated profile if interested.

Title: Service Desk Engineer - Tier 3
Location: Englewood, CO
Duration: Long Term Contract

Responsibilities

• Provide third-line support to provide more in-depth technical support
• Based on Email or NOC trouble escalations, perform troubleshooting and issue correction for deployed CMTS in the Charter Network
• Troubleshoot issue and escalate to either Tier 4 or vendor
• Record information in tracking system
• 5 key products: RFGW-10, 10K, cBR8, E-6000, C4 and CASA. No Cable Modem trouble shooting just network side
• Track recurring CMTS issues and escalate to management any identified trends – including unique identifiers
• They will interface with NOC
• Some resources will be working off business hours shifts

Qualifications

• B.S./ B.A. or equivalent experience.
• Cisco CCNP certification or equivalent knowledge.
• 3+ years of professional experience in technical support, and/or hands on installation in the LAN/WAN or cable modem network deployment (DOCSIS and CMTS background).
• Must have practical knowledge and understanding of first level technical support and on site installation and configuration, including following defined procedures and filling in required testing and installation reports.
• Able to demonstrate expertize in routing/switching and DOCSIS/CMTS (Cable Modems) technologies.
• Exemplary written and communication skills

Additional Information

All your information will be kept confidential according to EEO guidelines.