Job Title: Technical Assistance Engineer, Level-I or Level-II
Location: Petaluma, CA
Zip Code: 94954

Description:

Technical Assistance Engineer, Level-I or Level-II

Education
Graduate or Post graduate in Computer Science or Electronics
Experience

5-7 yrs of telecom network installation, test or customer service
Network maintenance and diagnostics
Experience in writing procedures or user documentation
Experience in writing test plans
Experience in manual and automated testing
Experience in Telecom/data network verification
Experience in performance testing
Experience in using SONET/SDH test equipment
Experience with Ethernet and data equipment

Skills

SONET/SDH
Gigabit and 10/100 Ethernet Knowledge
CLI/TL1/GUI interfaces
TCP/IP and Networking
Routing Protocols like OSPF/IS-IS/ES-IS
BLSR/UPSR/APS Network Topologies
Very strong verbal and written communications
Strong organizer and time management skills
Positive, motivated, and team-oriented disposition

Optional

Network design and planning
Previous telecom customer service experience
Sales or marketing background or aptitude

Responsibilities

Customer network monitoring
Customer software upgrades
Customer assistance via phone, email, and remote network maintenance
Seamless hand-off of customer cases to Turin Sustaining Engineering
Responsible for pro-active recommendations and actions that enhance Turin's customer satisfaction and customer retention
Developing Methods of Procedure for software and systems upgrade
Formal event reports to customers and management
Assist in maintaining internal and customer websites
Develop technical and product bulletins and service collateral
Work extended on-call duty shifts to include 24/7 and weekends
Occasional assignment to customer demonstration and field assignments and consequent travel in-country and abroad

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