Principal accountabilities:

ACCESS Technical Support for all Tier3 embedded SW, HW and upgrade issues, escalated via ECI offices around the world.

Working with tasks database using ERP system and handling Tier3 issues until they are resolved.

Examining problems in depth using debug commands output, logfiles and debug tools. Enter problem reports into the bug tracking database (Synergy) for all bugs observed in customer network during support and add your resolution recommendation.

Simulate specific field issues at the Lab using the same hardware and database in order to replicate the problem for R&D escalation if needed.

Work with multiple interface within ECI organization (R&D, MKT, Sales, Engineering ...)

Supplying a TECH notes, Troubleshooting Guide, upgrade procedures, knowledgebase entries and Root Cause Analysis as per customer request.

Work remotely or on site in full cooperation with multiple nationalities around the world.

Qualifications:

* Strong knowledge and experience with Ethernet protocols, TCPIP, LAN WAN protocols, Switching, Routing protocols - Mandatory
* Experience in Technical Support

* Experience in Multicast

* Experience in Voice, xDSL or GPON technologies - Advantage

* Experience in Networking (SDHPDHOpticsATM)

* Certified CCNA - Advantage

* Good Verbal and Written English - Mandatory

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