Job for CDMA TECHNICAL SUPPORT ENGINEER || Plano, TX (USA)

for 6+ month contract

The Ash Group is currently looking for a Technical Support Engineer who will provide customers with support services related to the operations and maintenance of network elements and products. Acts as the primary interface between a company region and BCAM responsible for network and product support issues. Provide technical support services related to the deployment (Build, Test and Integration) and installation of Company products and solutions. Performs problem definition/reproduction and work with other NTS, Global Product Support and Design groups to resolve product defects as appropriate. 
JOB RESPONSIBILITIES: Technical Support (80%) - Provides shift schedule technical support to both internal and external customers, partners and resellers by performing a combination of debugging, problem duplication and testing to analyze, identify and resolve highly complex technical issues. - Recommends problem resolution plans by developing trouble-shooting methodology, furnishing proper system configurations, and recommending appropriate tools for problem resolution with no impact to Customer networks. - Escalate cases to Manager as appropriate. - Quickly assesses problems and implements solution to minimize user impact. - Coordinates with various Company matrix departments to resolve issues quickly. - Works closely with Methods, Engineering and other Support teams to ensure that identified issues are resolved with timeliness. - Provides 24 hour on-call technical support when assigned. - Provide technical guidance and act as a technical mentor to other support engineers. Case Management (20%) - Ensure customers SLA's are adhered to in relation to customer satisfaction targets, case responsiveness targets and overdue cases. - Is accountable for accurate and timely management of case related data. - Ensures that required operations processes are followed 
Qualifications: 
- Strong knowledge of CDMA/EVDO technology with focus on Core, Access and Data related products - Demonstrated documentation and communication skills (both written and verbal) 
- Works within the context of broad guidelines and must possess the ability to provide solutions to customer problems with zero impact to Customer networks. 
- Ability to understand problems, analyze, document and provide plans of action (e.g. troubleshooting of problems and providing solutions on different products.) 
- Must be able to develop good working relationship and rapport with customers and peers. 
- Working knowledge of layered communication structures, networking architectures, protocols and telecommunication specifications, and operating systems. 
- Customer service skills 
- Minimum 5 Years background experience in CDMA/EVDO and/or Succession based Core related products 
- Prior experience in Technical Support, Product Support or Network Integration 
- Background in Data/IP Routing and Networking 

*Local candidates only* 

If interested, please contact Kerrie Trimm at ktrimm@theashgroup.com