Senior Technical Services Engineer

  • Job Tracking ID: 2018GX5-3310-6
  • Job Location: Herndon, VA
  • Job Level: Mid Career (2+ years)
  • Level of Education: Any
  • Job Type: Full-Time/Regular
  • Date Updated: September 25, 2018
  • Years of Experience: 5 + Years
  • Starting Date: September 11, 2018





Job Description:

VT iDirect continues to fuel its engineering growth and seeks an innovative, creative Senior Technical Services Engineer who is ready for the challenges, responsibilities, and rewards that come with working in a high-energy, fast-paced environment. VT iDirect is dedicated to providing next generation solutions for broadband IP networking via satellite networks. As the leading innovators in this new space, our diverse and talented team of Internet, satellite and telecommunications professionals continue to break new ground and create significant opportunities for the network operators, service provider resellers, and the corporate networking professionals.

The Senior Technical Services Engineer must demonstrate strong product knowledge in multiple areas and able to transfer knowledge to team members in an effective way. Take initiative to coach junior TAC Technical Services Engineers in product knowledge and best practice. Able to provide workarounds to customers and actively work with Engineering team to resolve bug-related issues. Conduct product installation and/or customer training at customer site.

We are looking for a highly motivated self-starter with strong written and oral communication skills. If you enjoy working in a fast-paced environment with the smartest team, and the very latest technology, then this is the job for you!

Experience and Skills:

Support Satellite IP network operations for iDirect Velocity customers, including Satellite RF, iDirect Pulse/Velocity product, Hub, Terminals.

 

Own customer escalation, engage with customers, TAC front-end, internal engineering teams to troubleshoot, recommend resolutions, provide customer update.

 

Feed customer needs and priority to internal engineering teams for continuous improvement of iDirect product

 

Participate customer network planning, maintenance activities, and maintain high level of customer success.

 

Identifies opportunities for improving the quality of services provided through better process, better documentation, and automation of repeat manual activities

REQUIRED SKILLS:

 

Have strong technical knowledge and troubleshoot skills with multiple technologies such in telecommunication, Satellite, IT, Linux OS, DevOps, VMWare, Web, Web Service

 

In depth understanding of or having great ability to learn Satellite IP network, RF technology, how to configure, operate, monitor and troubleshoot iDirect products – Pulse NMS, Velocity Hub, Terminal

 

Able to perform common Linux system administration tasks, Linux based SW services monitoring, troubleshoot, and scripting using Shell Script, Python, Perl, Ansible

 

Deep knowledge in IP networking, routing, protocols and equipment like TCP/IP, BGP, UDP, Cisco router, switch, TCP Dump, ipconfig, netstat, traceroute, speedtest

 

Experience with common database, Web technology and applications, like PostgreSQL, Tokyo Cabinet, Gluster, Apache, NodeJS.

 

Have integrated interpersonal and customer care skills.

 

Able to explain complex information in simple, clear terms to a non-technical personnel. 

 

Task-oriented, open-minded with good accurate records keeping habit

 

Self-motivated, disciplined, analytical & ability to collaborate & work in cross-functional teams

 

Computer science, data communication, or IT telecommunication degree holder is preferred

 

EDUCATION:

BS in Computer Science, Electrical Engineering or Mathematics, or equivalent experience

EXPERIENCE:

5+ years of industry experience

PROFESSIONAL QUALITIES:

  • Has a ‘can do’ attitude - willing to dive into and take ownership.
  • Demonstrated ability to achieve stretch goals in a highly innovative and fast paced environment.
  • Must be able to analyze and solve complex problems.
  • Must have strong interpersonal skills and be self-motivated.
  • Can work under pressure in high visibility situations.
  • Flexible - able to quickly adapt to changing conditions and make decisions based on incomplete data.
  • While we emphasis the ability to work in a team, the candidate must also be effective as a single contributor as the situation warrants.
  • Willing to take direction and follow sound departmental processes.

As a global leader in IP-based satellite communications, we are the change agent, shaping the future of how the world connects. Our team is helping the world’s leading satellite operators and service providers capture the future through major innovation.

The most fulfilling work of your career is waiting for you at VT iDirect! Imagine your talent and energy paired with our vision and technical leadership: The sky is truly the limit!