Responsible for providing second tier technical support and analysis to field engineers/technicians, customers and users. Responds to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software. Diagnoses, troubleshoots, repairs and debugs complex electro/mechanical equipment, computer systems and/or software over the phone, email or on site. Reports design, reliability and maintenance problems to Engineering, recommends solutions to resolve reported problems.
Responsible for Tier II Support of Video Networking products.
Diagnose, and debug customers, field engineers and others field, installation, operations or maintenance issues via phone email or onsite support as needed.
Document and develop recipes for recreating customer or field issues.
Work with continuing engineering to develop workarounds, engineering changes and bug repair as needed.
Work with R+D engineering to develop workarounds, engineering changes and bug repair as needed.
Maintain all Support logs and databases as required.
Help maintain and document the CTS Labs and configuration.
Other duties as assigned.
3 years prior experience in a Technical Support related environment.
1-3 years knowledge of Audio / Video Compression and Networking equipment and its use.
2 years experience demonstrating Problem Analysis skills
4 year degree or equivalent work experience
Preferred Additional Skills:
Excellent telephone and written communication skills
Cisco Certification (CCNA)
Microsoft Certification (MCSE)
In depth knowledge of Media oriented Communication systems.
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