Job Code: E10001265 Job Length: 13 to 18 months
Location: Scottsdale, AZ Job Title: Customer Support Technician/Engineer
Required Skills:
These skills are a PLUS:
Full Description:
U. S. Citizenship is required due to a necessary security clearance. This position is to provide technical support within the Customer Service Organization (CSO). CSO performs system monitoring, fault detection/isolation activities for this program after system deployment. The Technicians at the CSO provide ongoing system support including System Administration , Security/Software patching, and software deployments. Bachelor’s Technology Degree, or Bachelor\\\'s Degree in an Information Systems discipline (e.g., IT, System Mgt.), or have an equivalent experience. The applicant must be willing to work alternate shifts and be on call as needed. Applicant must be capable of obtaining a US Security Clearance. Experienced technician will work closely with internal and external customers resolving operational issues. Candidate must be able to work with minimum supervision, and work well within a team in a customer focused environment, as well as interfacing with other departments on a day to day basis. Longer term, the candidate will provide second and third level technical support on the other programs CSO supports. The candidate will also perform failure and root cause analysis reporting. Technical support includes both operational issues and failure analysis. Candidate will also work directly with CSO’s Technical Service Representatives, program engineering, and the customer in resolving day to day issues – then loading problem/solutions into CSO’s knowledge database for reuse. A security clearance is required, so you must have or be able to obtain a secret clearance. A higher or lower grade may be established based upon qualifications and experience. Occasional travel may be required.
Experience with troubleshooting, repairing and operation of large-scale integrated systems (radio, comms, networks, wireless and/or computers) an absolute must. Experience with remote administration of servers, routers and workstations is a must. Desired skills: Network/ Systems/ Database/ Software administration and troubleshooting in a windows environment. Management of WAN and LAN, including performance monitoring/ reporting. Secure communications products a plus. Solid RF theory a plus. Experience with large area coverage land based radio network. Experience with Microwave and satellite communication a plus. Experience with Software/ firmware based radios a plus. Good interpersonal/customer communication and organization skills are a necessity. Direct customer service and/or direct customer interaction a big plus. Experience with failure and root cause analysis reporting. Remote fault isolation/ fault detection of computer network and radio communication networks. Experience with system testing, test procedures and test execution plus. Knowledge of Spectrum software suite. Experience with Windows Perf Mon, SNMP Agent, Terminal Server, Power Quest Deploy Center, CA ArcServe2000, Norton Anti Virus, Quest spotlight, Solarwinds, Cisco Works, Altiris, and Windows System Admin tools a big plus. Support of DoD or DHS systems is desired. An active a US Security Clearance a plus.
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