Technical Support Engineer-VIS000042
OPCO Description
Fluke Networks provides innovative solutions for the installation and certification, testing, monitoring and analysis of copper, fiber and wireless networks used by enterprises and telecommunications carriers. The company's award-winning solutions provide network installers, owners, and maintainers with superior vision, combining speed, accuracy and ease of use to optimize network performance. Please Note: The Comms Group will not accept un-solicited resumes. We only will pay a fee for candidates submitted or presented where there is a signed recruiting agreement in place with Tektronix Communications, Arbor Networks, Fluke Networks or VSS Monitoring prior to the submittal and it must be signed by the VP, Talent Acquisition and the resume must be submitted to a specific requisition that the agency was invited to work through our vendor management system. In the case that a candidate is submitted or presented to one of these companies by a recruiting agency without a signed agreement, Tektronix Communications, Arbor Networks, Fluke Networks and VSS Monitoring reserve the right to pursue and hire those candidate(s) without any financial obligation to the recruiting agency.
Description
Verizon Wireless Technical Support Engineer for Network Time Machine (NTM)
Description
Fluke Networks seeks a Technical Support Engineer to be part of their technical support group. In this role your primary responsibility will be to provide technical support to Verizon Wireless. Initially you will focus on supporting Network Time Machine (NTM) and Clearsight Analyzer products. The support engineer will also be asked to provide support for other Fluke Networks products and provide direct end user support via phone and email as needed.
Excellent, professional, customer interaction skills are essential to maintain the strong Fluke Networks brand and reputation. Professional presentation skills for customer training and executive report writing are essential. Strong troubleshooting and root cause analysis skills are required to diagnose and solve complex technical issues and provide timely solutions to customers in a professional manner. Regularly updating of support cases to record progress of calls in call tracking system and documenting technical solutions and product information in the knowledge base is required. Work to reproduce customer issues and qualify escalations. Traveling to Verizon locations to provide training and onsite fault isolation and root cause analysis is required.
The ideal candidate works with R&D, Sales, Q/A and Marketing to build a positive customer experience and demonstrates an aptitude and appetite for learning new technologies, evidenced by the ability to expand upon core knowledge.
Primary Responsibilities:
· Provide Technical Support to Verizon Wireless and other customers and partners
· Available for customer interactions or problem escalations outside of standard working hours and weekends
· Provide configurations, troubleshooting and best practices to customers
· Managing support cases to ensure issues are recorded, tracked, resolved, and follow ups are done in a timely manner.
· Provide fault isolation and root cause analysis for technical issues
· Publish Knowledge Base Articles and other technical documentation as well as customized reports for customers
· Review of technical documentation for training materials, technical marketing collateral, manuals, troubleshooting guides, etc.
· Travel up to 25% is required to Verizon locations to provide training and fault isolation.
· Interacts across TAC teams and development teams at peer level.
· Works on problems of moderate to wide scope and moderate to high complexity where analysis of situations or data requires a review of identifiable factors.
· Exercises judgment within defined procedures to determine appropriate action.
Qualifications
Requirements:
· Bachelor's degree in electrical engineering, computer science, or communications engineering
· 7+ years of Technical Support Engineering with emphasis on software related experience
· Minimum of 3 years of experience deploying, configuring, supporting, trouble shooting, debugging and administering routers, switches, firewalls, and servers.
· Familiar with LTE and mobile wireless technologies and environments
· Complete understanding of the TCP/IP protocol and demonstrated the ability to provide packet analysis using tools like Wireshark and Clearsight Analyzer
· Complete understanding of VOIP and demonstrated the ability to analyze VOIP streams and isolate issues
· Experience identifying and isolating security threats such as denial of service attacks, viruses, and other threats
Danaher Overview
Danaher is a Fortune 200, NYSE-listed, science and technology leader that designs, manufactures and markets innovative products and services to professional, medical, industrial and commercial customers. Our premier brands are among the most highly recognized in each of the markets we serve. The Danaher Business System provides a foundation to our 63,000 associates around the world, serving customers in more than 125 countries. In 2012, we generated $18.3 billion of revenue from five reporting segments: Test & Measurement, Environmental, Dental, Life Sciences & Diagnostics, and Industrial Technologies. For more information please visit our website: www.danaher.com.
Organization: Fluke Networks
Job Function: Technical Service
Primary Location: North America-United States-CO-Colorado Springs
Schedule: Full-time
OPCO Description
Fluke Networks provides innovative solutions for the installation and certification, testing, monitoring and analysis of copper, fiber and wireless networks used by enterprises and telecommunications carriers. The company's award-winning solutions provide network installers, owners, and maintainers with superior vision, combining speed, accuracy and ease of use to optimize network performance. Please Note: The Comms Group will not accept un-solicited resumes. We only will pay a fee for candidates submitted or presented where there is a signed recruiting agreement in place with Tektronix Communications, Arbor Networks, Fluke Networks or VSS Monitoring prior to the submittal and it must be signed by the VP, Talent Acquisition and the resume must be submitted to a specific requisition that the agency was invited to work through our vendor management system. In the case that a candidate is submitted or presented to one of these companies by a recruiting agency without a signed agreement, Tektronix Communications, Arbor Networks, Fluke Networks and VSS Monitoring reserve the right to pursue and hire those candidate(s) without any financial obligation to the recruiting agency.
Description
Verizon Wireless Technical Support Engineer for Network Time Machine (NTM)
Description
Fluke Networks seeks a Technical Support Engineer to be part of their technical support group. In this role your primary responsibility will be to provide technical support to Verizon Wireless. Initially you will focus on supporting Network Time Machine (NTM) and Clearsight Analyzer products. The support engineer will also be asked to provide support for other Fluke Networks products and provide direct end user support via phone and email as needed.
Excellent, professional, customer interaction skills are essential to maintain the strong Fluke Networks brand and reputation. Professional presentation skills for customer training and executive report writing are essential. Strong troubleshooting and root cause analysis skills are required to diagnose and solve complex technical issues and provide timely solutions to customers in a professional manner. Regularly updating of support cases to record progress of calls in call tracking system and documenting technical solutions and product information in the knowledge base is required. Work to reproduce customer issues and qualify escalations. Traveling to Verizon locations to provide training and onsite fault isolation and root cause analysis is required.
The ideal candidate works with R&D, Sales, Q/A and Marketing to build a positive customer experience and demonstrates an aptitude and appetite for learning new technologies, evidenced by the ability to expand upon core knowledge.
Primary Responsibilities:
· Provide Technical Support to Verizon Wireless and other customers and partners
· Available for customer interactions or problem escalations outside of standard working hours and weekends
· Provide configurations, troubleshooting and best practices to customers
· Managing support cases to ensure issues are recorded, tracked, resolved, and follow ups are done in a timely manner.
· Provide fault isolation and root cause analysis for technical issues
· Publish Knowledge Base Articles and other technical documentation as well as customized reports for customers
· Review of technical documentation for training materials, technical marketing collateral, manuals, troubleshooting guides, etc.
· Travel up to 25% is required to Verizon locations to provide training and fault isolation.
· Interacts across TAC teams and development teams at peer level.
· Works on problems of moderate to wide scope and moderate to high complexity where analysis of situations or data requires a review of identifiable factors.
· Exercises judgment within defined procedures to determine appropriate action.
Qualifications
Requirements:
· Bachelor's degree in electrical engineering, computer science, or communications engineering
· 7+ years of Technical Support Engineering with emphasis on software related experience
· Minimum of 3 years of experience deploying, configuring, supporting, trouble shooting, debugging and administering routers, switches, firewalls, and servers.
· Familiar with LTE and mobile wireless technologies and environments
· Complete understanding of the TCP/IP protocol and demonstrated the ability to provide packet analysis using tools like Wireshark and Clearsight Analyzer
· Complete understanding of VOIP and demonstrated the ability to analyze VOIP streams and isolate issues
· Experience identifying and isolating security threats such as denial of service attacks, viruses, and other threats
Danaher Overview
Danaher is a Fortune 200, NYSE-listed, science and technology leader that designs, manufactures and markets innovative products and services to professional, medical, industrial and commercial customers. Our premier brands are among the most highly recognized in each of the markets we serve. The Danaher Business System provides a foundation to our 63,000 associates around the world, serving customers in more than 125 countries. In 2012, we generated $18.3 billion of revenue from five reporting segments: Test & Measurement, Environmental, Dental, Life Sciences & Diagnostics, and Industrial Technologies. For more information please visit our website: www.danaher.com.
Organization: Fluke Networks
Job Function: Technical Service
Primary Location: North America-United States-CO-Colorado Springs
Schedule: Full-time