ST Engineering iDirect

Technical Services Engineer

Job Locations US-VA-Herndon
ID
2019-1116
Category
OPS GTS - TAC
Type
Regular Full-Time

Overview

ST Engineering iDirect continues to fuel its engineering growth and seeks an innovative, creative Senior Technical Services Engineer who is ready for the challenges, responsibilities, and rewards that come with working in a high-energy, fast-paced environment. ST Engineering iDirect is dedicated to providing next generation solutions for broadband IP networking via satellite networks. As the leading innovators in this new space, our diverse and talented team of Internet, satellite and telecommunications professionals continue to break new ground and create significant opportunities for the network operators, service provider resellers, and the corporate networking professionals.

 

The Technical Services Engineer must demonstrate strong product knowledge in multiple areas and able to transfer knowledge to team members in an effective way. Take initiative to coach junior TAC Technical Services Engineers in product knowledge and best practice. Able to provide workarounds to customers and actively work with Engineering team to resolve bug-related issues. Conduct product installation and/or customer training at customer site.

 

ST Engineering iDirect is a global leader in satellite communications (satcom) providing technology and solutions that enable its customers to expand their business, differentiate their services and optimize their satcom networks. Through the 2019 merger with Newtec, a recognized industry pioneer, the combined business unites over 35 years of innovation focused on solving satellite’s most critical economic and technology challenges, and expands a shared commitment to shaping the future of how the world connects.  With your talent and energy paired with our vision and technical leadership, the most fulfilling work of your career is waiting for you at ST Engineering iDirect…the sky is truly the limit!

Responsibilities

  • Provides fault isolation and problem resolution to iDirect customers in analyzing, troubleshooting, and resolving product-related issues, including, but not limited to the following areas: IP networking, RF, Satcom, Linux, and MySQL databases
  • Perform cross-functional support activities including but not limited to training, installations, onsite support
  • Performs all technical duties of Associate Technical Services Engineer
  • Learns to recognize and utilize concepts of carrier parameters such as modulation, error corrections and overheads; understands concepts of transponder connectivity and beam coverage; utilizes test equipment such as spectrum analyzer
  • Creates IP addressing schemes for devices in a network; reads and understands router configurations; creates basic router configurations; understands routing tables, ARP tables, trace routes, and other debug tools; understands concepts behind TCP/IP, VLAN, IPSEC, Multicast, and IPQOS
  • Navigates related file structure, editing files, and reading logs using knowledge of Linux
  • Reviews and understands database schema and tables from MySQL or similar databases using knowledge of Linux
  • Installs and commissions network with moderate assistance from senior TAC Technical Services Engineers; troubleshoots all major issues; knows database structure; configures iDirect networks including QOS settings; executes debug commands in consultation with Engineering
  • Monitors and responds to all incoming email, telephone, and Web traffic in a timely manner
  • Tracks all open tickets and insures all tickets are updated as required
  • Documents all support transactions using TAC ticketing system
  • Escalates major or critical issues immediately to senior TAC Technical Services Engineers on duty
  • Participates in rotating shift duties in support of 7x24x365 operations
  • Primarily communicates with iDirect customers, peers, project management team, and management
  • Executes job responsibilities to produce high level of customer satisfaction in accordance with corporate and department goals
  • Follows procedures and processes as described in TAC Handbook
  • Performs other duties as assigned

Qualifications

  • 5+ years of experience
  • Bachelor’s degree (B.S.) or equivalent combination  of education and experience 
  • Working knowledge of TCP/IP, QOS and general Networking/IP Routing
  • Ability to use tools like TCPDUMP or Wireshark packets sniffers and analyzers
  • Working knowledge of Linux/Unix, MYSQL or other similar database
  • Practical experience with CRMs, trouble ticket systems, trouble ticket policies and procedures including ticket referrals, escalations and measurements such as MTTR
  • Ability to independently debug complex network issues remotely, using tools like TCPDUMP or Wireshark packets sniffers and analyzers
  • Competent help desk and customer facing skills
  • Effective oral and written communication skills
  • Ability to multitask and effectively manage time
  • Willingness/ability to work rotating shifts within a multi-cultural team environment designed to solve problems

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