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Engineer Technical Support 1 at Comtech EF Data

Company Address: 20430 Century Boulevard
Germantown
MD
United States

Hiring Manager: Kim Arora


Company introduction

Comtech EF Data Corp. is a leading provider of innovative and optimized satellite communications solutions. Our efficient and reliable ground equipment portfolio meets the unique demands of our mobile backhaul, government, mobility and enterprise customers on every continent, in 160+ countries and across every ocean. For more information, visit www.comtechefdata.com.

Company mission statement

Our primary goal is to delight our customers with quality products, at an affordable price, with unequaled reliability. Our team is united in the belief that both quality and reliability are built into the products by employees who are trained, disciplined, and who are active participants in the company’s success. We stand by our products. We stand by our name. We stand by our customers.

What is the purpose of this role

Technical Support Engineer 1 provides 24x7x365 support to CEFD customers, working on a shift schedule. Technical Support Engineers provide first level technical support, with responsibility for receiving all incoming customer requests for technical support via phone, email, and the customer web portal. Technical Support Engineers provide initial troubleshooting with the customer.

Where will the new hire work from

Other office location

Who will the new hire report to

Manager Engineering Support Center

How many people report into this position

0

Key characteristics required by the ideal candidate

Experience in the field of data networking, with a high-level awareness of typical applications of major IP networking technologies, including the understanding of LAN/WAN technologies such as IP routing (including switches, routers, VoIP gateways, fire walls, VPN concentrators), VoIP, VPN, QOS, file streaming.
IP protocols (including TCP/IP, UDP, SNMP, IPSec, Telnet).
Communication and analytical skills.

Duties and responsibilities

Participate in a shift duty schedule in support of 24x7x365 operations.
Monitors and responds to all incoming email, telephone, and customer Portal requests in a timely manner.
Maintains all open tickets, providing continual ticket updates to the customer, and ensuring that tickets are updated regularly.
Escalate critical or high priority issues immediately to the next Tier of support.
Provides technical support to our customers, leading and directing troubleshooting activities and resolving product related issues including the following:
Product configuration and usage.
Product networking/IP configuration
Perform system level testing and verification of potential release codes when time permits.
Document test results and communicate findings to developers. Relay any technical documentation errors.
Provide input for test procedures and test verification for internal and customer use.

Specific geographic location requirements

Germantown, MD

Education and qualifications

BSEE/BSCS or equivalent technical training, or an equivalent of four (4) years of related experience.
Understanding of the satellite communications and RF equipment.
Fluency in an additional language other than English (spoken and written)
Cisco Certifications (CCNA, CCNP, CCDA, CCDP, CCIE), or equivalent

Citizenship requirements

Must be a US Citizen, Permanent Resident Alien, or Protected Individual under the Code of Federal Regulations

Security clearance requirements

No Security Clearance

Required experience

BSEE/BSCS or equivalent technical training, or an equivalent of four (4) years of related experience.

Top priorities for first six months

Participate in a shift duty schedule in support of 24x7x365 operations.
Monitors and responds to all incoming email, telephone, and customer Portal requests in a timely manner.
Maintains all open tickets, providing continual ticket updates to the customer, and ensuring that tickets are updated regularly

On target earnings

DOE

Base salary

DOE

Bonus

N/A

Company culture/values/principals

Comtech EF Data has a diverse workforce where employees are treated fairly and with great respect. We offer staff growth and professional development by challenging our employees. We have internal promotion opportunities and encourage learning by tuition reimbursement, seminars, and internal and external training. We have a safe and fun work environment with good employee relations. We offer competitive benefits and salary structure. Comtech EF Data Corp. is a leading supplier of communications equipment with a focus on satellite bandwidth efficiency and link optimization. The high-performance satellite communications ground equipment is deployed globally to support mission-critical and demanding applications for government, mobile backhaul, premium enterprise and mobility. Service providers, satellite operators, governments and commercial users wanting to optimize communications, increase throughput and delight customers, are leveraging the performance and flexibility of the Comtech brand. The solutions are facilitating fixed and mobile networks in 160+ countries and across every ocean. For more information, visit www.comtechefdata.com. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Benefits summary

Eligible employees can take advantage of a full range of benefits including:
Paid-time-off
Medical
Dental
Vision
Health care flexible spending accounts
Dependent care flexible spending accounts
Health savings accounts (offered through Fidelity)
Life and disability insurance plans (offered through The Hartford)
Comprehensive 401(k) plan (offered through Fidelity)
Employee stock purchase plan
Profit sharing bonus plans

Executive leadership

Fred Kornberg – Chairman of the Board and Chief Executive Officer, Michael Porcelain – President and Chief Operating Officer, Michael Bondi – Chief Financial Officer, Yelena Simonyuk – Managing Counsel, Marcus Alston – Chief Trade Compliance Officer, Nancy Stallone – Treasurer and Corporate Secretary, and Michael Plourde – Vice President of Global Engineering and Programs

Company news page

https://www.comtechefdata.com/about/careers/jobs