Production Support Engineer VBrick Systems
Position Summary: The Production Engineer provides pro-active, telephone support to the VBrick sales team and channel partners as well as end-use customers. This position handles technical and configuration questions in post-sales activities and reports to the Director, IT & Customer Service.
Provide technical systems support, problem analysis and troubleshooting for VBrick direct sales force, end-users and resellers using VBrick hardware and software products;
Simulate customer systems when necessary in the Support Services Lab to verify customer complaints and/or observations;
May assist in developing training materials for VBrick Resellers and customers;
Provide support of product and system integration, debugging, testing, and deployment;
Qualify, record, track, and follow-up on assigned customer reported questions or issues in support database;
Participate in continual support center process improvements and upgrades of tools to optimize departmental efficiency and enhance the customer support experience.
Minimum BS in Computer Sciences or equivalent discipline and minimum five years experience in a LAN / WAN design or operational environment two years of which must be in field post sales technical support.
A minimum of two years experience of Networks including: LAN, WAN, 10/100/Gig Ethernet, Firewall, and TCP/IP.
A minimum of two years experience with Windows based server systems, including web services, OSS and database systems.
Knowledge of Windows Media Services Administration, MS SQL and MySQL.
Strong knowledge of standards, communications protocols including TCP/IP, network routers, and switches. Network hardware and software experience include equipment from vendors such as Cisco, 3Com, Foundry, Extreme.
Strong knowledge of PC and server based systems and applications such as Windows, MAC OS, Linux/Unix, LDAP, SMS, Windows Media Player, Real Player, Active-X, Direct Show, ASP and HTML.
Digital video, VOD, Wireless & other data related technologies experience preferred.
VPNs network security, and cabling infrastructure a plus.
||Herndon, VA |