Technical Support Specialist
11 hours ago
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.
- 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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