Bright House Networks is the nation’s 6th largest MSO with over 2 million customers in several large markets including Bakersfield, California; Birmingham, Alabama; Detroit, Michigan; Indianapolis, Indiana; Orlando, Florida and Tampa Bay, Florida along with several other systems in Alabama and the Florida Panhandle.
Bright House Networks customers have Digital Phone, high-speed data, Video-on-Demand, Subscription Video-on-Demand and the immensely popular, Digital Video Recorders available to them. The company’s Florida operations currently deliver nearly 300 channels to customers and were among the first in the country to offer High Definition Television signals .
Exceptional customer service is the company’s cornerstone of its business and top priority across all operating units. Bright House Networks local, customer service centers are available 24 hours per day, seven days per week, including holidays. Public affairs, social responsibility and community involvement continue as major initiatives for the company as an ongoing commitment to the families and communities Bright House Networks serves. This includes long-term commitments to education and to what matters in the lives of Bright House Networks communities.
Commercial Support Engineer (12722)
7/18/2007
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Company: Bright House Networks Contact: Recruiter
Location: US-FL-Orlando Phone: Not Available
Base Pay: N/A Fax: Not Available
Employee Type: Full-Time Employee Email: Not Available
Industry: Telecommunications Ref ID: 201211
Manages Others: No
Job Type: Engineering
Req'd Education: 4 Year Degree
Req'd Experience: 2 to 5 years
Req'd Travel: Up to 50?
Relocation Covered: No
Job Description
Job Description:
The Business Engineering Services department is responsible for the deployment and support of Managed Services. This work requires a mix of on-site, real-time analysis, the diagnosis and repair of chronic problems, real time problem escalation with vendor support, customer service, technical assistance to field sales, new product development, problem escalation, problem management, coordination of new technology deployment, new equipment acceptance, configuration management, commercial sales support and vendor operational issues. This work requires a mix of non-real-time analysis, diagnosis and repair of chronic problems, real time problem escalation and vendor interaction. The position is responsible for providing in-depth engineering support and accurate technical information to customers in the Managed Services department and configuring and supporting all customer premise equipment. Duties entail working directly with customers to service and support existing business, acting as a liaison for the Network Engineering department, and supporting network administrators for Managed Services. The position also works with the Division Network Engineering team to ensure that the network supports the various products and services offered by Bright House Networks.Job Requirements
ESSENTIAL FUNCTIONS: 1. Interface with sales representatives and customers to gain first-hand knowledge of product applications and customer needs.
2. Analyze customer support issues and maintain a high level of positive perception by customers in regards to the Bright House Networks support structure and give any necessary recommendations on a proactive basis to continue to support that positive interpretation.
3. Respond to customer inquiries regarding application and pricing of products. 4. Review network design processes and procedures for sales integration purposes on the customer's premise requirements.
5. Assist customer in selecting appropriate products and solution sets.
6. Prepare price quotations and proposals.
7. Developing preliminary bills of materials (BOM) for specific customer solutions.
8. Prepare samples and presentations while providing supportive technical data in response to customer requests.
9. Participate as needed in the testing and validation of new software, hardware, and procedures as it applies to the development of new products.
10. Learning to use new hardware and software as it is deployed in the network and acting as a resource for others in the group as well as in other departments.
11. Providing an escalation path for persistent real-time problems and contributing to long-term solutions for major deficiencies in accordance with departmental support agreements.
12. Contributing to the sustainability requirements of all network designs being supported.
13. Maintain follow-up files of customer contacts and quotations. 14. Preparation of complex reports and documents.
15. Documentation requirements for network activation on customer premises. 16. Provide technical assistance to Tier I, II and Operational Support.
17. Providing quick and accurate updates to management for problem isolation. 18. Isolating and correcting problems with speed and accuracy while escalating when additional resources are needed or management escalation as required by SLA's.
QUALIFICATIONS:
Education: 1. CCNA - Cisco Certified Network Administration certification or greater.
2. Requires a bachelor's degree in Electrical Engineering, Computer Science, Computer Management Information Systems or equivalent, and 2 to 3 years of related experience or 3 to 4 years of related sales experience.
3. Must be able to learn and exhibit a thorough and sufficient understanding of Bright House Networks Infrastructure.
4. Must be able to learn and exhibit a thorough and sufficient understanding of Bright House Networks Services Infrastructure as it relates to the Network.
5. Requires knowledge of IP, ATM, OC-3, OC-12, OC-48
6. Knowledge of Routers, Layer-2 switches, and Terminal Servers. 7. Knowledge of routing protocols/policies to include RIP, BGP, and OSPF 8. Prior technical installation and configuration of network equipment. Work Experience: 1. Requires expertise of TCP/IP and data networking. 2. Requires experience participating in complex technical projects. 3. Prior technical installation and configuration of internet backbone equipment highly preferred. Special Skills/Knowledge/Abilities & Certifications: 1. A demonstrated working knowledge and use of several operating software systems. Including, Unix, Windows 2000, and Windows XP. 2. Excellent communicator; verbal and written communications skills. 3. Excellent analytical and trouble-shooting skills. 4. Excellent organization, multi-tasking, prioritizing, and teamwork skills. 5. Ability to work effectively in a network operations environment. 6. Ability to work quickly and independently in highly stressful situations. 7. Ability to consistently produce high quality, on-time, and error-free results in an interrupt-driven environment. 8. Ability to interpret site equipment layout and cabling diagrams. 9. Ability to mentor and train others on technical topics. 10. Ability to interpret site equipment layout and cabling diagrams. 11. Ability to be a 'team' player. 12. Hands-on experience with large scale IP, Frame Relay, and ATM networks. 13. Track and prioritize multiple issues simultaneously. 14. Possess the ability to create or modify scripts and program tools for use in the performance of duties. 15. Possess a mechanical aptitude and working knowledge of computers and other electronic hardware. 16. Ability to solve and repair technical problems with customers and technicians through effective verbal and written communication. 17. Must have valid Florida driver's license, as well as good driving record. 18. Ability to learn our Division Network Operations and Procedures.
WORKING CONDITIONS: 1. Must be able to manage multiple priorities. 2. May drive for long periods of time or long distances in Central and East Coast Florida 3. May be required to work flexible schedule. 4. Additional related duties may be assigned as needed. 5. Interdepartmental projects / tasks will be assigned to work with Field, Hub and Headend personnel.
Materials & equipment used: 1. Works with various analyzers, network devices and CPE devices that may be delicate or have specific requirements. Physical Requirements: 1. Occasional lifting of weights of up to 75 lbs both from the floor to shoulder and from shoulder up. 2. Occasional stooping, reaching, pushing, twisting, pulling and standing. 3. Must be able to read and understand various color codes and small text imprinting on components, wiring and equipment. 4. Must be able to operate hand tools.
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Answered By: beamer - 8/16/2007 |