Technical Services Engineer
ST Engineering iDirect
Herndon, VA

About $53,000 - $78,000 a year

ST Engineering iDirect continues to fuel its engineering growth and seeks an innovative, creative Technical Services Engineer who is ready for the challenges, responsibilities, and rewards that come with working in a high-energy, fast-paced environment. ST Engineering iDirect is dedicated to providing next generation solutions for broadband IP networking via satellite networks. As the leading innovators in this new space, our diverse and talented team of Internet, satellite and telecommunications professionals continue to break new ground and create significant opportunities for the network operators, service provider resellers, and the corporate networking professionals.

The Technical Services Engineer must demonstrate strong product knowledge in multiple areas and able to transfer knowledge to team members in an effective way. Take initiative to coach junior TAC Technical Services Engineers in product knowledge and best practice. Able to provide workarounds to customers and actively work with Engineering team to resolve bug-related issues. Conduct product installation and/or customer training at customer site.

We are looking for a highly motivated self-starter with strong written and oral communication skills. If you enjoy working in a fast-paced environment with the smartest team, and the very latest technology, then this is the job for you!

Provides fault isolation and problem resolution to iDirect customers in analyzing, troubleshooting, and resolving product-related issues, including, but not limited to the following areas: IP networking, RF, Satcom, Linux, and MySQL database
Perform cross-functional support activities including but not limited to training, installations, onsite support
Performs all technical duties of Associate Technical Services Engineer
Learns to recognize and utilize concepts of carrier parameters such as modulation, error corrections and overheads; understands concepts of transponder connectivity and beam coverage; utilizes test equipment such as spectrum analyzer
Creates IP addressing schemes for devices in a network; reads and understands router configurations; creates basic router configurations; understands routing tables, ARP tables, trace routes, and other debug tools; understands concepts behind TCP/IP, VLAN, IPSEC, Multicast, and IPQOS
Navigates related file structure, editing files, and reading logs using knowledge of Linux
Reviews and understands database schema and tables from MySQL or similar databases using knowledge of Linux
Installs and commissions network with moderate assistance from senior TAC Technical Services Engineers; troubleshoots all major issues; knows database structure; configures iDirect networks including QOS settings; executes debug commands in consultation with Engineering
Monitors and responds to all incoming email, telephone, and Web traffic in a timely manner
Tracks all open tickets and insures all tickets are updated as required
Documents all support transactions using TAC ticketing system
Escalates major or critical issues immediately to senior TAC Technical Services Engineers on duty
Participates in rotating shift duties in support of 7x24x365 operations
Primarily communicates with iDirect customers, peers, project management team, and management
Executes job responsibilities to produce high level of customer satisfaction in accordance with corporate and department goals
Follows procedures and processes as described in TAC Handbook
Performs other duties as assigned
2-5 years of experience
Bachelor’s degree (B.S.) or equivalent combination of education and experience
Working knowledge of TCP/IP, QOS and general Networking/IP Routing
Ability to use tools like TCPDUMP or Wireshark packets sniffers and analyzers
Working knowledge of Linux/Unix, MYSQL or other similar database
Practical experience with CRMs, trouble ticket systems, trouble ticket policies and procedures including ticket referrals, escalations and measurements such as MTTR
Ability to independently debug complex network issues remotely, using tools like TCPDUMP or Wireshark packets sniffers and analyzers
Competent help desk and customer facing skills
Effective oral and written communication skills
Ability to multitask and effectively manage time
Willingness/ability to work rotating shifts within a multi-cultural team environment designed to solve problems