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  Job Position Job Category Posted On Action
 Engineer Telecommunications 6/29/2020 [ APPLY NOW ]
logo_17958.gif IDIRECT
United Arab Emirates
REF NO: TEL-0203
Education :  Bachelors Degree
Experience :  5 - 10 Years

Skills :  Required Qualifications

• Bachelor’s degree (B.S.) from accredited four year college or university in Computer Science, Mathematics, Engineering and 7-10 years’ experience (Minimum 7 years’ experience) working in a 24x7x365 multi shift environment (Main focus = fault isolation and problem resolution via phone, email or chat for a global customer base) or equivalent combination of education and experience
• Working knowledge of TCP/IP, QOS and general Networking/IP Routing
• Ability to use tools like TCPDUMP or Wireshark packets sniffers and analyzers
• Working knowledge of Linux/Unix, MYSQL or other similar database
• Practical experience with CRMs, trouble ticket systems, trouble ticket policies and procedures including ticket referrals, escalations and measurements such as MTTR
• Ability to independently debug COMPLEX network issues remotely, using tools like TCPDUMP or Wireshark packets sniffers and analyzers
• Experience with LAB environment
• Strong help desk and customer facing skills
• Effective oral and written communication skills
• Ability to multitask and effectively manage time
• Willingness/ability to work rotating shifts within a multi-cultural team environment designed to solve problems

Desired Qualifications

• Technical Certification (CCNA, CCDA, CCNP, CCDP, LINUX/UNIX, MySQL)
• Foreign language experience required, Fluency in Arabic Preferred.

Responsibilities :  Specific Duties

• Provides fault isolation and problem resolution to iDirect customers in analyzing, troubleshooting, and resolving product-related issues, including, but not limited to the following areas: IP networking, RF, Satcom, Linux, and MySQL databases
• Performs all technical duties of Technical Services Engineer II
• Analyzes frequency spectrum plots; utilizes Spectrum Analyzer to review interference, Carriers, etc.; analyzes Link Budget elements; understands details of Carrier performances, carrier level, C/N, Eb/No, BER, etc.; recognizes all RF impairments, Noise and interference; troubleshoots RF chain from RF to baseband; designs and creates network configuration sheet including Block/FEC and QoS; creates advanced troubleshooting techniques based on past experience; integrates monitoring applications into hub environment involving iDirect equipment; configures and utilizes tools such as SNMP manager, throughput testers, and voice quality measurement with iDirect equipment; utilizes planning tool and Link Budget; uses Engineering debug tools and commands without Engineering support
• Designs new network using own knowledge of TCP/IP concepts; utilizes troubleshooting tools such as tcpdump and ethereal/sniffer captures effectively; creates router/switch configurations involving VLANs, routing protocols, multiple interfaces, etc.; troubleshoots issues using cRTP, VLAN, IPSEC, and IPQOS concepts; understands VOIP and Video Conferencing
• With EXPERT level knowledge of Linux, navigates file structure; edit files and reading logs; writes reviews and understands advanced scripts; develops macros and scripts that assist customer network operators in daily routines
• Updates query and join tables using EXPERT level knowledge of MySQL or similar databases; creates reports including integration and interaction with third party billing/reporting software
• Works on complex issues according to priorities and designated resolution timeframes
• Provides support both remotely and at customer premise for hub installation, network upgrades, and network troubleshooting as well as Network Audits and system integration efforts
• Works with Engineering toward resolution of hardware and software related problems
• Accepts escalations from junior TAC Technical Services Engineer to resolve high priority/complex customer issues
• Tracks assigned open tickets and insures all tickets are updated as required
• Documents all support transactions using TAC ticketing system
• Works in LAB environment to reproduce customer issues and test new software packages
• Serves in Technical Account Management (TAM) role for fairly complex premium customers
• Acts as a technical mentor for junior TAC Technical Services Engineers and participates in knowledge sharing programs
• Reproduces complex customer issues and test new software packages in a LAB environment
• Provides iDirect technologies training to customers, if called upon
• Participates in rotating shift duties in support of 7x24x365 operations
• Primarily communicates senior level technical response with iDirect customers, Engineering, other iDirect internal groups, and 3rd party technical vendors to configure solutions impacting major portions of the customer’s system
• Executes job responsibilities to produce high level of customer satisfaction in accordance with corporate and department goals
• Follows procedures and processes as described in TAC Handbook
• Performs other duties as assigned

Description :  Seeking a Senior Technical Services Engineer to support iDirect’s (TAC) Technical Assistance Center. (location: Dubai)

The iDirect Global Technical Assistance Center team is looking for a Senior Technical Support professional who is ready for the challenges, the responsibilities, and the rewards that come with working in a fantastic, high-energy, fast-paced, work environment. The products being supported by this position is related to Satellite based IP transport systems. The system utilizes various technologies such as IP, Linux, MySQL database, RF Communications, and multiple advanced level proprietary protocols and technologies.
We are essential personnel working in a 7X24X365 environment providing technical support to a wide variety of large clients located globally. We work on site or remotely and provide fault isolation and problem resolution for complex problems that come directly from clients or are referred by other levels of technical support. This position will be based remotely in our Dubai Office Location.
The Senior Technical Services Engineer demonstrates VERY STRONG product knowledge in multiple areas and is able to transfer knowledge to team members in an effective way. Takes initiative to coach junior TAC Technical Services Engineers in product knowledge and best practice. Able to provide workarounds to customers and actively works with Engineering team to resolve bug-related issues. Conducts product installation and/or customer training at customer site.