Customer Support Engineer

Job Responsibilities: Provides technical 1st, 2nd and 3rd line support for new and existing customer systems. Customer Service efforts include:
Manage incidents: Analyse and solve problems concerning CMG products as reported by the customer (according to the Service Levels)
Log, assign and verify the call with the customer
Pro-actively monitor the outstanding incidents reported by the assigned customer
Initiate product improvements, based on experiences with the systems in the field
Perform Acceptance Tests (ATPs) together with the Customer on newly installed systems
Give additional support during installation of new systems in the field / roll out support
Assess and Quote Change Requests
Identify and fix bugs related to Professional Services
Maintain and support customization through product upgrades
Perform system upgrades (i.e. patches or new releases).
Perform 24 hour duty services
Report progress of escalated incidents/changes to customers and internal management
Administer the problem solving process in the Problem Management System
Manage Customers Satisfaction
Make agreements with a project leader on expected results and time lines
Update the Knowledge database after having solved a technical problem
Work internally with product management, core development, sustaining engineering, professional services and project management to facilitate and address customer issues
Work closely with new feature development groups to facilitate knowledge transfer to customer support for new features within the uOne product
Education Requirements:
Bachelor's degree in Computer Science or related discipline
Technical Experience/Requirements:
Minimum of 2 years experience in software systems or equivalent education.
Experience in Mobile or internet technologies
UNIX Hardware/software knowledge (Sun)
Experience with scripting in Unix
Following skills are desirable:

o TCP/IP
o ISDN network protocols
o VOIP
o LINUX Hardware/software knowledge(Apache Webserver)
o IMAP/LDAP
o Clearcase/Clearquest, Remedy or similar CM tools
o Telephony experience
o Video Gateway/Portal experience
o Knowledge in one or more of the following areas: H.323/H.324 Signaling, SIP Signaling, RTP/RTSP, Audio Encodings (G711, G723, GSM), Video Encodings (H.261, H.263, MPEG4), Wireless Network Architecture Knowledge, Multimedia Storage Formats (MP4, Quicktime), SC2200, F5 Big IP
Other Competencies Desired:
Analysis/Critical Thinking - Includes analyzing and evaluating information and situations, conceptualizing, and recommending options. Asking questions that go beyond the obvious. Can apply previous learning to new situations. Considers both short-term and long-term implications of recommendations. Can make sound recommendations and decisions that are based on thorough analysis of issues and uses sound judgment.
Multi-tasking Ability to balance multiple projects simultaneously without impacting delivery schedule or quality.
Meeting Deliverables Ability to effectively execute tasks on time and in budget in a high pressure environment
Service Orientation - Includes focusing on providing effective and appropriate services to customers. Understands that service reaches beyond immediate and obvious customer & problem. Understands that customer means both internal and external.
Attention to detail - Assumes responsibility for a problem and follows it through completely to resolution including documenting all communications and work done.
Tenacity / Patience - Does not quit when problem becomes difficult or cannot be re-created. Maintains ownership of issue no matter who solves it.
Team Player - Includes partnering, teamwork, building alliances, establishing and maintaining key relationships.
Planning - Includes assessing situations, setting and monitoring goals. Stays abreast of potential issues and situations that might affect goals and plans.
Communication - Understands the impact of communication and shapes communication accordingly. Communicates information so that it is timely and relevant.

You must have all of the experience listed above to qualify. COMSYS is an
Equal Opportunity Employer. Qualified applicants will receive consideration for
employment without regard to race, color, religion, sex, national origin,
ancestry, citizenship, disability, age, military or veteran status, and other
characteristics protected under federal, state, and local law.