Service Desk Engineer - Tier 3

Service Desk Engineer - Tier 3

IT Client

Greetings from Fabergent,

Kindly let me know if you are currently available in the job market
Feel free to reach me on 770-702-0597 or tissaATfabergent.com
Please respond with your updated profile if interested

Title: Service Desk Engineer - Tier 3
Location: Englewood, CO
Duration : Long Term Contract

Provide third-line support to provide more in-depth technical support
Based on Email or NOC trouble escalations, perform troubleshooting and issue correction for deployed CMTS in the Charter Network
Troubleshoot issue and escalate to either Tier 4 or vendor
Record information in tracking system
5 key products: RFGW-10, 10K, cBR8, E-6000, C4 and CASA. No Cable Modem trouble shooting just network side
Track recurring CMTS issues and escalate to management any identified trends – including unique identifiers
They will interface with NOC
Some resources will be working off business hours shifts

Skills:
B.S./ B.A. or equivalent experience.
Cisco CCNP certification or equivalent knowledge.
3+ years of professional experience in technical support, and/or hands on installation in the LAN/WAN or cable modem network deployment (DOCSIS and CMTS background).
Must have practical knowledge and understanding of first level technical support and on site installation and configuration, including following defined procedures and filling in required testing and installation reports.
Able to demonstrate expertize in routing/switching and DOCSIS/CMTS (Cable Modems) technologies.
Exemplary written and communication skills

Additional Information

All your information will be kept confidential according to EEO guidelines.