Senior Tech Support Engineer (06-35RP)

Senior Tech Support Engineer (06-35RP)
Job Description
DescriptionThis position is responsible for providing technical support to company field engineers and customers who are diagnosing, troubleshooting, repairing and debugging complex system problems involving Harmonic and associated equipment. Inquiries may be answered on the phone, via fax or E-mail. Report and track design, reliability and maintenance problems or bugs to design/software engineering. Perform alpha and beta testing on new Harmonic products (both hardware and software) prior to customer deployment and document results for reporting to responsible engineering groups for action. Coordinate both hardware and software upgrades to the existing Harmonic customer base through the development and implementation of Technical, Software Installation, Field Change and Customer Bulletins.
REQUIREMENTS
Required QualificationsEducation BSEE/BSCS or equivalent with significant experience or demonstrated ability to perform the job.
Five or more years direct experience in the technical support organization in a broadcast, communication, satellite or a similar networking environment. Must be familiar with software development and its processes. Expert knowledge in networking systems hardware and software analysis. Significant expertise in at least three or the following areas is desirable:
Internetworking, TCP/IP, SNMP, LANs (ethernet), WANs (ATM), television broadcast technology, cable TV systems, video engineering, audio engineering, UNIX workstations, real-time control software, digital data transmission, storage and retrieval.
Personal Skills/Qualities:
Must be able to work under extreme pressure in a real-time environment, maintaining a professional attitude and calm emotions when dealing with customers and other team members.
Superior problem solving, analytical and communications skills required. Independent work and excellent follow-through on tasks is essential. Ability to understand technical documentation including schematics, rework instructions, acceptance and test procedures etc. Should be highly fluent in PC based programs such as Windows/Windows NT, Word, Excel and Access. Working knowledge of HP Openview desirable.