TAC Engineer in Richardson, TX at APEX Systems

Date Posted: 10/9/2019

Job Snapshot

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Job Description

Job #:  1015876
Apex Systems has a client with a need for a Customer Support Engineer for a 12+ Month Contract to work onsite in either Richardson, TX. If you are interested in learning more about this opportunity, please feel free to reach out to Brian McCann directly at bmccann@apexsystems.com
Position: Customer Support Engineer
Location: Richardson TX 
Length: 12 Month Contract with chance to convert to permanent employee
What You'll Do
This team is a team of exceptional technical specialists whose #1 focus is to help customers deploy and operate their networks effectively, while delivering the best possible customer experience. We measure your success through growing customer satisfaction metrics, industry recognition, and employee satisfaction scores, and excellent financial results.
Who You'll Work With
Our team is made up of highly-responsive and driven technology experts who love what they do: Enabling our Customers by enabling Technology! We provide 2nd/3rd level technical support on a worldwide basis 24 x 7 x 365 to customers, partners, account teams, and other engineers. In this role you will focus on reactive measures including diagnostics and analysis, troubleshooting and recommendations. With a technology runway that never ends, opportunities to develop your depth, breadth and diversity of technology knowledge is limitless!
Who You Are
We're looking for team members who enjoy engaging with customers, have been impactful using their technical training and experience in a Support Engineer role and have knowledge in the following designated technology focus areas;
Required Skills:
Most Important Technologies
  • Evolved Packer Core (PCRF)
  • LTE
  • CPAR (Cisco Prime Access Registrar)
  • Openstack
  • Puppet, Ansible, Chef, Etc.
  • Cloud Native Tech
  • Automation Tools

General requirements for all Customer Support Engineers:
  • You've achieved a Bachelor’s Degree in a technical field, Masters is a plus
  • You have 3+ years’ experience interacting with customers in a client facing role with excellent verbal and written communication abilities
  • You should have 5+ years’ experience or graduate school equivalent in the telecommunications industry
  • Innate crisis management skills and the tenacity to handle critical customer issues
  • You are dedicated to resolving complex technical problems, multitasking, and being a customer advocate to achieve customer success
  • You can resolve problems, determine root cause, and deliver known solutions with a high level of customer satisfaction
  • Update case notes to reflect current status of support cases
  • Manage the issues/customers by setting expectations and meeting/exceeding those expectations to achieve the highest level of customer satisfaction
  • Utilize the technical service lab to recreate and resolve customer issues
  • You can participate in weekend on-call rotation
  • Transfer this skill in order to mentor colleagues and/or customers via presentations or documentation (technical tips, etc...)
  • CCIE not required, but is a plus 

Required Knowledge Specific to your Technology Interest:
Linux and Virtualization:
  • You have an expert level understanding and working knowledge in Linux and its troubleshooting tools
  • Advanced OpenStack deployment, administration, and troubleshooting
  • Scripting skills (e.g. Python, Bash/Shell, Perl)
  • Working knowledge of MongoDB functions and troubleshooting
  • Knowledge of container technology i.e Docker
  • Experience with exploiting webservices/API/JSON
  • Experience with configuration management tools is a big plus (Puppet, Ansible, Chef)
  • Linux certifications are not required but a plus

Service Provider Mobility:
  • Extensive knowledge of Evolved Packet Core network architecture, network elements’ functionalities, and communication protocols
  • Ability to perform deep troubleshooting to identify the problems and drive the root cause analysis of EPC related issues that includes MME, SGW, PGW, DRA & PCRF
  • Working experience with analyzing packet captures through wireshark
  • Working experience with Cisco Policy Suite and StarOS based products is a plus
  • Good knowledge of 3GPP standards
  • Familiar with CUPS and 5G Core architecture and functions

EEO Employer
Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at 844-463-6178-6178.