Provide technical support to customer technicians, who are diagnosing, troubleshooting, repairing and debugging products. Report design, reliability, and maintenance problems or bugs to design engineers/software engineering. May be involved in customer installation and training. Provide support to customer/users where the product is highly technical or sophisticated in nature.
Provide technical support to ARRIS customers, via phone or email, for all ARRIS supported products. Depending on local practice Tier 1 through Tier 3 level support may be required.
As a core team member, provide after hours support on a 24x7 call out basis.
Field Validation responsibilities for product releases of new software/firmware and hardware.
Creation on Service Request for customer calls and product defect creation if necessary.
Utilize Call Tracking and knowledge base tools to record customer reported issues and progress as being issue to resolution.
Perform fault reproduction and troubleshooting, system characterization and analysis, root cause analysis of product issues up to and including drafting product Field Bulletins and opening Product Defects with engineering teams.
Go on-site to support trouble shooting and also may help out other groups in support of trials possibly along with Field Validation projects.
Be a point of contact, highly knowledgeable on subject matter for several ARRIS products, processes and/or services for ARRIS customers and ARRIS colleagues (PLM, design, etc.).
Delivery of additional services like informal training sessions, as well as professional services on-site.
Perform other duties as required.
Ability to maintain confidentiality of company information and work with discretion.
Proficient with computer operating system such as Wondows Server Operating System is a must.
Working knowledge of networking protocols a plus.
Able to effectively interact with all levels of personnel, including senior management.
Strong troubleshooting, organization al, communication and interpersonal skills.
Education: BS in Electronic Engineering/Computer Science Degree or equivalent required.
3-5 years in Customer Service or similar position requiring one on one interface with customers troubleshooting both software and hardware problems on high tech systems. Cable/Broadband experience a plus,
3-5 years experience with Microsoft Windows 2003 and 2008 Server
3-5 years experience in troubleshooting a network environment