Tech Support Engineer Req ID: 81875 Location: Apodaca, Other, Mexico General Summary The Technical Support Engineer (TSE) will be responsible for providing first level of Technical Support for various technologies in CommScope products to our ANS customers Duties & Responsibilities - Be the first technical point of contact for the customer - Demonstrate the ability to work with the Escalation team and/or engineering teams to manage escalated cases - Work closely with SE teams internally on larger networks and more complex issues - Identify customer problems/issues and assist customers to resolve issues while consistently providing great Customer Experience - Identify and reproduce customer technical problems in a test/lab environment - Work on day-day tickets, follow up with clients, provide feedback, and see problems through to resolution - Ensure proper case documentation and closure - Generate clear and concise documentation in the form of case notes, technical tips, and white papers - Notify and discuss with Senior, Staff, Senior Staff, or Principal Engineers on calls and emails that require assistance. - Timely handoff (escalation) of cases that require advanced technical investigation by the Escalation Team - Manage customer expectations and make sure the customer is receiving the highest quality of service - Document customer issues for future reference and build a knowledge base of the solutions given to the customer - Actively participate in training and improve product and process knowledge - Understand the SLA's and work/align style of working towards meeting them - Adaptable to support on-site work schedules as required. - Willingness to adapt to changing shifts and operational needs. - Comfortable working in a dynamic environment with evolving priorities. SKILLS REQUIRED - Skills Required - 2 years of customer support experience - Bachelor's degree in systems engineering, or related field - Multiple language skills (English & Spanish) - Preferably worked as a Tech Support engineer - Excellent written and oral communication ability, including formal presentation skills to customers, partners, and support teams - Networking Expertise: o Basic Intermediate - Linux Expertise: o Basic Knowledge GENERAL COMPETENCIES Communication/work style: - Excellent communication/interpersonal skills to clearly articulate ideas, frame problems, and offer solutions - Strong interpersonal skills with a focus on customer satisfaction - A belief in ownership - Ability to drive for results and meet tight deadlines while maintaining a high level of accuracy and attention to detail - Must maintain a professional attitude and be highly motivated and self-directed - Encourages and accepts feedback OTHER Experience considered favorably: - Multiple language skills - Experience working in (or with) a vendor: Cisco, Juniper (routers, switches), Arista, Extreme Networks, Dell, HP, Alcatel. - Relevant industry accreditations/certifications: CCNA, CCNP- R&S;, JNCIA, JNCIS-ENT/DC **Learn more about how we're on a quest to connect the future and build what's next.** **Job Segment:** Technical Support Engineer, Network, Technical Support, CCNP, Cisco, Engineering, Technology

📌 Tech Support Engineer (Ciudad Apodaca)
🏢 Vistance Networks
📍 Ciudad Apodaca