Description At ARRIS, we are constantly redefining connectivity to power a smarter, simpler, more connected world.Were the company people choose when they need high-quality, constant connectivity at home, in business, or anywhere in between. We connect hundreds of millions of people around the world every day. ARRIS invented the delivery of digital services to the home -- and we continue to create its future.ARRIS customers include service providers (cable, broadband, telco, satellite), commercial verticals, small enterprises, and the people they serve. We win when our customers win, and that drives everything we do. #LI-RS1 Description: TheTechnical Support Engineer supports Cable Modem Termination Systems and related devices including transition to distributed and virtual architectures. Develops and leverages knowledge in DOCSIS, VIDEO, IP LAN and WAN (IPv4 and IPv6) networking, or Routing Protocols and Computer/Server skills. Other tasks include supporting and replicating issues in lab environment, detailed documentation of issues in Customer Reporting Management system, new product deployment and learning new technologies through formal training or independent research. Individual must be able to work independently to collect information, correlate data, and troubleshoot complex customer problems to closure. Job Responsibilities: Essential Functions: -Provide Phone and email support for customer reported problems.-Support coverage may include coverage for extended business hours and on-call rotation for some weekends and holidays. -Occasional domestic and international travel to customer locations for problem solving. -Ability to systematically solve problems -Demonstrates effective and thorough communication, both oral and written, for the purposes of documentation of problem investigation. -Applies technical concepts and develops/executes laboratory tests as needed to complete tasks and projects Maintain and install lab equipment including routers, switches, servers, and computers for new and existing applications -Uses tracking tools efficiently and effectively to track status, documents various activities as needed, provides weekly reports -Develops rapport, trust, and positive relationships to effectively work in a team environment -Manages time, balances multiple tasks, works independently on new or complex assignments
Qualifications Basic Qualifications: -BS in Engineering/Computer Science/Information Technology or relevant technical field with 2 years of experience or an Associates with 5 years of experience or 8 years of relevant experience Preferred: Excellent customer skills Ability to trouble-shoot multilayered technical issues The ideal basic knowledge required is a foundation in Radio Frequency / DOCSIS IPv4 / IPv6 routing and networking protocols. DHCP / TFTP / FTP protocol and configuration Linux / Solaris and scripting skills Installation of Computer and Server platformsVirtualization Platform Knowledge helpful Additional preferred experience: 3 years of data or network experience with 2 years in a field specific to DOCSIS, Video, or Information Technology fields, experience with routing protocols and client / server-based applications. As an EOE/AA employer, ARRIS will not discriminate in its employment practices due to an applicants race, color, religion, sex, national origin, and veteran or disability status.