Technical Support Specialist

Location: San Ramon, CA
Date Posted: 04-23-2018
Location: San Ramon, CA
Duration: 1 Year

Amick Brown is seeking an experienced candidate to provide CPE support for a large Telecommunications company.

Skillset/Knowledge required:
  • Knowledge of Network Layers
  • Strong technical skills
  • Troubleshooting expertise
  • Knowledge of UNIX and LINUX
  • CCNA desired 
  • Any network certifications such as Juniper, Alcatel, etc. will also be taken into consideration

Role & Responsibility:
  • Monitor various systems for incoming work requests:
  • Group email box: IT issues/defect support
  • Direct email: special activation/troubleshooting
  • Setup of Uverse/IPDSLAM test scenarios for FIE, UAT, E2E, and PIE emulating a customer premises connection. 
  • Making, verifying, and troubleshooting the following connections:
    • DSLAM
    • RG/modem
    • Wired/wireless STBs
    • Television
    • CVOIP phone
    • Wired/wireless HSIA
  • Farm CPE connections using in-house built tools
  • Use physical cross-connect system to connect RGs to DSLAM ports
  • Use layer 2 switching network to connect STBs to RGs
  • Use video switch to connect TVs to STBs
  • Use monitoring station host to remotely connect to any RG
  • Troubleshoot unsuccessful activations:
  • Act as the first line of support for testing issues. 
  • Handoff issues to SMEs as needed.
  • Cabling using meters and test equipment
  • Hardware: CPE, DSLAM, switches, routers. 
  • Analyze configuration and logs.  
  • Open/track vendor firmware bugs.
  • Software: Mediaroom database (SMT), EMS (SAM, AMS, CMS).  
  • Analyze configuration and logs for northbound APIs. 
  • Open/track vendor firmware bugs.
  • Validate customer services:
    • Voice (inbound/outbound, 911, voicemail, CLIMS/USP differentiation)
    • Video (SD, HD, IPTV apps)
    • Internet (individual and combinations of Carrier Grade NAT [CGN], Static Port Forwarding [SPF], IPv6 rapid deployment - 6RD)
  • Validate 7 OSI layers
  • 1-2 Physical/signaling/authentication (xDSL, xPON), Radius, ARP tables, VLAN/VPLS
  • 3 DHCP, routing protocols/route tables, subnetting
  • 4-7 QoS, application, DNS
  • Perform and analyze packet captures

Amick Brown is an SAP Services Partner and provides a full range of consultancy services to support all SAP technology implementations. We offer strategy, blueprints, implementation, integration, upgrades, and post go-live support. We also provide On-Demand Support Services and staffing for single projects through major infrastructure renovation. Additionally, we provide Network, Broadband and Help Desk support in complex environments.  Amick Brown has been listed on the San Francisco Business Times list of the Fastest Growing Private Companies for the last two years in a row.
Amick Brown is always looking for highly skilled professionals to join our growing team. When considering candidates, we take into account your goals and interests as well as your skills, talents, and experience. We know it’s important to be able to advance in any position, which is why we work carefully with you to develop your career plans and then set you up to achieve your goals. We strongly believe that our success is due to the outstanding talent and dedication of our employees and consultants, and in return, we hope to give you the opportunity to experience a great career with us.
Regular full-time employees are eligible for the following Amick Brown provided benefits:
  • Health
  • Vision
  • Dental
  • 401k with company match
  • Paid time off
  • Sick Leave
  • Short-Term Disability
  • Life Insurance
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