Customer Service Engineer

Are you looking for a stimulating and challenging career with a fast-growing high-technology innovator of IP based satellite communication products, then iDirect Technologies is looking to meet you. Our Technical Assistance Center is looking for highly-charged Technical Support professionals who are ready for challenges, responsibilities, and rewards that come with working in a high-energy, fast-paced environment. iDirect Technologies is looking for individuals who can take highly visible technical situations, manage expectation, and coordinate engineering support towards a satisfactory resolution.

The Customer Service Engineer (CSE) works as a key member in support of the 7x24 365 day operation of the iDirect Technologies Technical Assistance Center in direct support of our global client base.? Duties include but are not limited to the following:Support provided includes analyzing, troubleshooting, and resolving product related issues resulting from installation, upgrades, configurations, integrations, or testing. Must be resourceful in reaching an intermediate knowledge level with various product supported IP-Based technologies and IP-Based applications toward enhancing their knowledge base. Document all support transaction in the Remedy ticketing system or related document database structure. Generate and assist the Return Materials Authorization (RMA) coordinator with technical verification and validation of RMA request that are submit to the TAC. Mentor other Customer Service Engineer, actively participate in daily internal operations, interface directly with software and hardware engineering on product enhancements or deficiencies, while acting as the customer's liaison. Travel domestically or abroad in support of complex systems installations and startup. Conduct internal product features training and external customer product operational training locally and off-site.

Experience and Skills:


Experience and Skills: BA/BS Computer Science, Engineering, or related field.3-8 years of experience in Satellite Communication, Networking or related industry, preferably in the Technical Support /System Engineering function. Background in TCP/IP internetworking, general routing, layer-2 protocols, multicast, and LAN architecture Background in RF/ Satellite communication concepts. Ability to independently troubleshoot and debug broad, complex, and unique networks solution involving mixed medias and protocols.Superior verbal and written communication skills. Ability to capture and interpret IP packet traces. Intermediate working knowledge of Solaris and Linux. Strong working knowledge of Microsoft Windows (XP, 2000, NT, 98, etc) and Microsoft office suite.Travel as required Other TAC related duties relating to general growth and career development CCNA, CCDA, CCNP, and CCDP certification desired