Telecommunications Customer Support Engineer

Our client in Tacoma, Wa is looking for a Technical Customer Support Engineer for a 3-month contract position which could go direct.

The principal job function of the Technical Customer Support Engineer is to provide technical support for our telecommunications systems. His/Her responsibilities include installing, configuring and testing one or more systems, providing user training, problem troubleshooting, system enhancement, performance tuning and etc. He/She needs to be independent, self-motivated, likes to work with people and can work under pressure. Technical support is provided at the customer site or in the office via telephone, e-mail, web and facsimile, requiring exceptional verbal and written communication skills as well as excellent technical analysis and problem solving skills.

REQUIREMENTS
Accepts technical escalations from Tier 2 Technical Customer Support.
Occasionally may work at a lower tier of support to meet the production demands of the business.
Exploiting personal knowledge, training and experience, acts as the Rainier Connect subject matter expert (SME) for the technology in question and is the ?buck stops here? technical authority for final trouble resolution.
Is a staunch Customer advocate. Has served at least 6 years in a direct Customer technical support role.
Has at least 6 years experience (can be concurrent) in at least three of traditional telephone Central Office, traditional ISP, PBX, broadband, CATV, or telco to IP convergence technologies.
Creates formal test plans for complex or sensitive Customer troubles. Elicits cooperation from other employees as needed to ensure successful execution of test plan.

Engages in course development and creates and delivers technical training to Rainier Connect employees. Also creates and delivers presentations at the request of management to the management and executive teams.

As SME, interfaces with suppliers?, vendors? and manufacturers? support structures to reach closure on hardware and software design deficiencies.

Researches new technologies pertinent to the interests of Rainier Connect autonomously, or at the request of management. Performs network design engineering of technologies selected by management for deployment. Creates migration plan and timelines to completion (as defined by the Product Roadmap) using Rainier Connect approved project management tools.

Creates external and internal technical documentation for Customers (User Guides) and employees (Product Description, Operation, and Technical Reference Guides) for existing and future technologies.

Authors ?White Papers? promoting technologies or services that conform to the best interests of supporting or advancing Rainier Connect?s market position.

Engages in ?peer review? process as requested by management.

Performs technical review of Rainier Connect Marketing Communications (MARCOM) press releases prior to public release at the request of management.



In addition, knowledge, training and experience equating to 100% self-sufficiency is expected in all but three of the following areas:



1) Windows, Unix and Linux operating systems and applications.

2) ACL?s, RADIUS, DIAMETER, IPSec, WEP, WPA, IP protocol and port filtering policy (ex.: firewall) and other secure access methods.

3) PPTP, PPPoE, PPPoA, L2TP tunneling protocols.

4) SS7, line, trunking, LDP, RSVP and other path or traffic specific stateful or stateless call setup signalling systems.

5) Cluster controllers, gateways, GTT, and other translation mechanisms.

6) Distance vector, link state, RP delegation, hairpin, simple hub and other static and dynamic switching, forwarding and routing protocols.

7) Master/slave and client/server incompatibility resolution and interactions, service requests and service dispensing, server maintenance. Server types should include at least registrar, proxy, location, DHCP, Exchange, file, RADIUS.

8) PCM and linear predictive codecs, Media gateway farms, IMS evolution.

9) Synchronous timing systems, PRS sources, stratum clocking distribution.

10) Broadband RF and Optical systems.

11) Mobile IP convergence.




Performs other duties not mentioned in this job description as requested by management.



24x7x365 availability is required for this position.

Please email resumes to Mike.Leeson@AdeccoNA.com



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