Customer Technical Support Engineer

Vantiva Norcross, Georgia
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November 24, 2022
Vantiva
Norcross, Georgia
Company Description


VANTIVA, headquartered in Paris, France and formerly known as Technicolor, is a global technology leader in designing, developing and supplying innovative products and solutions that connect consumers around the world to the content and services they love whether at home, at work or in other smart spaces. VANTIVA has also earned a solid reputation for optimizing supply chain performance by leveraging its decades-long expertise in high-precision manufacturing, logistics, fulfillment and distribution. With operations throughout the Americas, Asia Pacific and EMEA, VANTIVA is recognized as a strategic partner by leading firms across various vertical industries, including network service providers, software companies and video game creators for over 25 years. Our relationships with the film and entertainment industry goes back over 100 years by providing end-to-end solutions for our clients. VANTIVA is committed to the highest standards of corporate social responsibility and sustainability across all aspects of their operations. For more information, please visit www.vantiva.com and follow us on LinkedIn and Twitter.


Job Description


Summary/Objective


Vantivais looking for a Customer Technical Support Engineer for its Connected Home Business. Responsibilities will focus on providing Americas CPE business with support and resolution of field issues reported across the entire NAM footprint of deployed Vantiva broadband devices. The devices include routers, switches, MODEMS, Gateways, Extenders, IP STB s utilizing DOCSIS, GPON, LTE/5G, MultiAP(EasyMesh, Plume) and Wi-Fi technologies.


Essential Functions


Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


  • Provide Level1/Level2 support on all Vantiva branded CPE Products deployed across the North America
  • Take the initial call including emergency hotline support after hours when on call
  • Log and manage cases in the CTS JIRA issues tracking system
  • Interface between customer and internal clients
  • Troubleshoot including pulling logs, analyzing logs, simulating customer s environment to duplicate problems
  • Software development/troubleshooting skills for customizations such as LUA, Homeware, OpenWrt, and Android a plus
  • Travel as needed to customer labs and field locations to assist with real-time debugging
  • Escalate issues to internal software engineering team if required, while remaining the primary contact for customer
  • Assist with installation and utilization of new Vantiva products and/or services
  • In accordance with Vantiva Information Protection Policy, ensure that valued information of both Vantiva and its third parties such as customers, vendors, subcontractors and partners is protected


Qualifications


Required Education and Experience


Bachelors with 5 years experience


Preferred Education And Experience


  • Technical degree in hardware engineering, degree in software design and development a bonus
  • Knowledge of common communications and networking protocols such as TCP/IP networking/routing, TR69, Wi-Fi, DOCSIS, MoCA, VoIP, etc.
  • Knowledge of Linux and Android operating systems
  • Hands on experience with common Opensource and troubleshooting tools(DHCPv4/v6 server, Asterisk, GenieACS, Wireshark, tcpdump, Python, Scapy, Iperf etc.)
  • Knowledge of the cable industry preferred


Additional Information


Work Environment


This job operates in a professional office environment. This role routinely uses standard office equipment such as laptop computers, phones, photocopiers, filing cabinets, fax machines and smartphones.


Physical Demands


The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job.


While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms. The employee must occasionally lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.


Travel - Up to 30%


Please note this Job Profile is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities may change at any time with or without notice.


VANTIVA IS AN EQUAL OPPORTUNITY EMPLOYER


Vantiva complies with all Federal, State and Local law prohibiting discrimination on the basis of race, religion, creed, color, national origin, ancestry, medical condition (including genetic characteristics), mental and/or physical disability or handicap, marital status, sex, age, veteran status, citizenship status, sexual orientation, gender identity, political party preference, political belief, socioeconomic status, familial status, registered domestic partner status, military service, pregnancy, childbirth and related medical conditions and any other characteristic or activity protected by federal, state or local law.

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