Technical Support Specialist

11 hours ago

San Antonio, Texas, United States AVIAT US INC Full time
Job Summary

Aviat Networks is seeking a highly skilled Technical Support Specialist to join our team. As a Tier II TAC Engineer, you will play a critical role in providing advanced technical support to resolve complex issues escalated from Tier I support.

The ideal candidate will have a deep understanding of our products and systems, as well as excellent analytical and problem-solving skills. They will be responsible for analyzing intricate problems, developing effective solutions, and ensuring timely resolution for our customers.

This is a challenging and rewarding role that requires a strong commitment to excellent service delivery, coupled with effective communication and organizational skills.

Key Responsibilities
  • Responding promptly to and documenting incoming service support requests.
  • Conducting technical tests on Aviat Networks equipment and utilizing data or technical manuals to identify solutions to technical queries.
  • Escalating technical queries in a timely manner that requires further resolution to the senior technical support engineer and/or technical support supervisor.
  • Logging escalated issues in the Aviat Networks corrective action database when senior technical personnel are unavailable.
  • Reading and interpreting complex system drawings, including IP plans, T1/E1/DS3/E3 plans, channel plans, block and level, and network management interfaces.
  • Providing technical and product support for ongoing projects within the sector.
  • Conducting site installation quality audits for customers in the sector.
  • Meeting performance targets and personal objectives set by the Technical Support Manager.
  • Staying updated on all new products and the technologies/protocols they encompass.
  • Other duties as assigned.
Requirements
  • Bachelor's Degree in Electronics, Computer Science or Communications Engineering or equivalent experience preferred.
  • 2+ years of experience in microwave communications equipment installation, configuration, and troubleshooting experience preferred.
  • 1+ years of technical support / service experience.
  • Fully bilingual preferred– English & Spanish; Read/Write/Speak.
  • Strong knowledge of IP, VLANs, Dynamic Routing.
  • Proficient in the use of power meters, frequency counters, TDM test equipment, and Ethernet test sets preferred.
  • Possesses a strong commitment to excellent service delivery, coupled with effective communication and organizational skills.
  • Demonstrates advanced problem analysis and solution-oriented capabilities.
  • Maintains a composed and self-assured demeanor, consistently applying a professional approach in interactions with all customers.
  • Cisco Certified Network Associate (CCNA) Certification or equivalent experience preferred.
  • Ability to work a rotating shift schedule, including nights and weekends.
  • May be required to travel to customer sites to assist in the resolution of technical queries within 24 hours' notice.

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