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

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