Service Desk Engineer - Tier 3

Greetings from Fabergent, Kindly let me know if you are currently available in the job market. Feel free to reach me on  or  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

• 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

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