Principal Technical Support Engineer

The Prin. Technical Support Engineer provides escalated engineering support to resolve complex technical problems in a customers malfunctioning network or product.  The incumbent is responsible for troubleshooting the network connectivity and/or product performance issues, recommends and implements proposed solutions to resolve reported problems.  Works to ensure the customer receives the highest quality technical support in accordance with company objectives.

 

No relocation assistance available – Local Candidates only.  All applicants applying for U.S. job openings must be authorized to work in the United States.

 

Primary duties include and are not limited to:Troubleshooting customer network/product issues to resolution to minimizing network downtime and customer impact Performing lab testing for ongoing evaluation of software and hardware network functionality Assisting operations personnel, enabling others to easily manage network operations tasks Implementing new service enhancements within customer networks Managing vendors, including tracking hardware/software issues and driving vendors to resolve issues Work with engineering regarding product design changes/enhancements. Research documents and investigate potential recurring technical issues.May travel to customer locations to assist in resolving complex technical issues Create tests, tools, and diagnostic procedures for use by other technical support personnel. May quality check technical product documentation.Provide training to employees, customers, and/or distributors/resellers.

 

Required Skills/Knowledge:Deep working knowledge of VoIP, SIP, BGP, OSPF, MPLS IP routing protocols and Voice Telephony Experience implementing and administrating common TCP/IP-based services, including DNS, DHCP, HTTP, FTP, SSH, SMTP, etc. Ability to obtain and/or maintain required certifications as required/requested for partnership with key vendors. Willingness to learn new technologies and maintain industry knowledge Experience implementing and administering network devices, settings, and maintaining policies:  Gateways, IP PBX’s, Firewalls, Network Switches, Routers, VPN Able to multi-task and prioritize

 

Additional skills/requirements:Knowledge of ticket queue systems to track tasks projects. Previous customer service experience Excellent communication and interpersonal skills Excellent customer presentation skills Ability to lift, carry, and move (up to 50lbs) which may include all components of PC workstation, servers, network equipment, peripherals, and other ancillary equipment Ability to travel up to 25% of the time (may require overnight stay)

 

EDUCATION/EXPERIENCE REQUIRED:

 BSEE, BSCS or related field, or equivalent experience. This position may involve special working conditions, including:

-  24x7 accessibility

-  Subject to on-call rotation as neededCurrent Networking certification required

Vanguard Network Solutions, LLC is an equal employment opportunity/affirmative action employer and fully complies with applicable federal, state, and/or local laws orders, and regulations.