Service Delivery Engineer

NetScout Systems   •  

Anchorage, AK

Industry: Technology


5 - 7 years

Posted 46 days ago


We are currently seeking an experienced Customer Support Engineer to work On-Site with customers in this fast-paced technology environment with deep understanding of LTE (Long Term Evolution) 4G networks with IMS/VoLTE. Candidate should have understanding and experience in Wireless Access Networks(RAN) and wireless core data networks(EPC). Primary responsibility is to ensure that the customer always has access to the critical data that our products provide. This person must be keen to research and troubleshooting subscriber issues, primarily on their own and guide the customer with appropriate suggestion based on troubleshooting. This position serves as the Subject Matter Expert (SME) in Wireless Data Networks 4G and IP Networks (Switching and Routing). This position performs hands on and consultative support to customers and maintenance of highly complex NetScout deployment including nGeniusONE Appliances, Probes, InfiniStreams, and nSI solutions.

This position will work at our Customer location in Anchorage, AK.

Essential Responsibilities:

  • Work with customers to troubleshoot and resolve complex 4G IMS/VoLTE interworking problems and product issues
  • Using NetScout tools, design and develop reports for 4G and LTE networks
  • Identify and execute strategic customer focused projects
  • Interface with our world-class Support, Sales, development and SQA teams to identify and to resolve customer issues
  • Utilizing NetScout's Knowledge Managementdatabase, research & develop technical tips and solutions
  • Coordinate changes to the configuration, upgrades and NetScout related matters
  • Provide documented in-depth technical solutions and training for customer and other engineers
  • Contribute to the development and ongoing improvement of Technical Support procedures and infrastructure
  • Advise customer on network management best practices using NetScout product suite

Required Skills:

  • Bachelors Degree in Electronics/Communication/ Electrical or Computer Science/Network Security or equivalent experience
  • Must have minimum of 5 years of experience in Telecom service provider industry or Telco vendor industry
  • Minimum of 5-years supporting critical customers at their location
  • Experience working remotely, but cooperatively with HQ
  • Solid understanding of 4G Standards and some involvement in public forums IP routing & switching: Sound understanding of IP/MPLS and Ethernet technologies
  • Proven experience in network management and monitoring
  • Expert knowledge of a wide range of state-of-the-art network practices and technology to advice on resolution of critical and complex network issues
  • Strong end-to-end technical knowledge in the following areas: Mobility Applications, Mobility Platforms and Operating Systems, VPN, WLAN, WWAN, LAN, TCP/IP, IP SEC, IMS, VoLTE, LTE
  • Solid understanding of VoIP and Wireless Protocols (SIP, MGCP, H.323, RTP, GTP, GRE etc)
  • Hands on experience with Protocol Analyzer tools and debugging tools
  • Expert-level understanding of system protocols and interfaces that are used within a wireless network
  • Strong Unix/Linux/Storage systems knowledge and adept on the related disciplines
  • CCNA required (CCNP preferred)
  • Server Hardware Support Certification is a plus (Dell DOSD)
  • Linux Certification required (RHTC minimum)
  • Experience in project management and managing with multiple projects. (PMP preferred)