ENTERPRISE SUPPORT ENGINEER L2 CradlePoint
THIS JOB HAS EXPIRED Enterprise Support Engineers will resolve customer concerns in advanced networking protocols, including cellular transmissions, routing protocols, Layer 2/3, standards and protocols. This position requires daily customer contact through inbound calls, e-mail and direct contact on-site or in labs to determine the exact nature of the customer's problems. Level 2 Engineers will escalate to Level 3 Engineers. Other daily tasks include generation of solutions for our on-line knowledge base, Sales Engineering Support and testing of new products. Tasks also include generation of solutions for our on-line knowledge base, Sales Engineering Support and testing of new products.
Provide support to enterprise customers, carriers and partners.
Support provided on the Phone, email and direct contact.
Provide technical support and leadership to CradlePoint level 1 Engineers.
Research problem solutions and resolutions to those problems.
Create and maintain case management records of daily problems and remedial actions taken, or installation activities.
Interface with carriers, partners, and other equipment vendors to find solutions to mutual customer?s problems.
Develop training materials and procedures, or train users in the proper use of hardware or software.
Create and maintain knowledge base articles to foster customer self-help tools available on-line.
Recommend enhancements to CradlePoint product that would improve the serviceability & operation of our products.
Additional duties as assigned.
At least 5 years of experience supporting networking protocol hardware and software and/or mobile networking support.
Specific knowledge of OSI model, NAT, Firewalls, DNS, DHCP, PPoE, VPN?s/IPSEC, WiFi, WAN, LAN, PPTP, TCP/IP, UDP, Enterprise Routing protocols and how they function in an enterprise network environment.
Some knowledge of other manufactures networking hardware and firmware.
Knowledge of transmission, broadcasting, switching, control, and operation of telecommunications systems.
Knowledge of major Windows, Linux, and Cisco IOS.
Proficient with networking hardware (Cisco, Adtran, Juniper, Fortigate) and software issues.
Knowledge of principles and processes for providing customer technical support.
Excellent communication, interpersonal, organizational and presentation skills.
Please see above.
||Boise, ID |
THIS JOB HAS EXPIRED