AVS Technical Support Engineer III- Centennial, CO at Comcast
Posted in Engineering 30+ days ago.
Type: Full time
Location: Centennial, Colorado
Comcast Media Center
Serve as the application/ product expert for the Cisco/ Scientific Atlanta DNCS platform and associated headend equipment. Develop best practices, policies and procedures for systems on how to operate and maintain the DBDS platform with high reliability and cost effectiveness.
â?¢ Third level technical support for the DBDS System, including all related Headend Equipment - DNCS, Application Server, RNCS, QPSK, QAMS, TED, VOD, DTACS, RF and network and EPG provider Support (SARA, Pioneer and TV Guide).
â?¢ To create and implement problem resolution and troubleshooting procedures for resolving DNCS issues, DHCT and headend hardware problems
â?¢ Train and mentor Level I/II on the proper utilization of the DBDS components and maintenance procedures.
â?¢ Supervise and coordinates the activities of Level I/II personnel.
â?¢ Participate in industry trade meetings to educate attendees on DBDS upgrades, patches and related operations.
â?¢ Proficient self management skills.
â?¢ Recommend improvements to procedures based on experience with the problem resolution process and assist the Manager in implementing procedural enhancements.
â?¢ Document, track and monitor all problem and resolution implementation using the defined process and designated tracking tools.
â?¢ Provide training to System Personnel and Field Engineering on an As-Needed Basis.
â?¢ Interaction with Cisco on the future DNDS roadmap.
â?¢ Interaction with Cisco including Software Development, Quality Assurance and Test Labs when production issues and pre-production issues arise for Hardware and software related problems.
â?¢ Comply with all established procedures and policies of Comcast.
â?¢ Other functions that may be assigned.
â?¢ Bachelor's degree in Electronics, Computer Science, Telecommunications, related field or equivalent.
â?¢ Two years experience with Cisco DBDS operations.
â?¢ One year experience as a Cisco DBDS Level II or equivalent.
â?¢ Complete understanding of the DNCS database and all related digital hardware and it's interaction with the controller.
â?¢ Complete understanding of the BOSS billing interface including transaction troubleshooting end to end.
â?¢ Complete understanding UDP/TCP/and RPC protocols.
â?¢ Proficient in analytical, diagnostic and problem solving skills.
â?¢ Two to three years' experience in headend and equipment installation and operation.
â?¢ Three to five years' experience in problem resolution of cable distributed services.
â?¢ Three years' experience in cable system technical operations, including both plant and headend operations and maintenance.
â?¢ Strong proficiencies in equipment types and components, such as downlinks, controllers, and the DHCT.
â?¢ Ability to design and create methods and procedures that can be implemented easily by Level I/II.
â?¢ Ability to ask very specific questions to create a word picture of the caller's problem based on a series of pointed questions to help describe and isolate the problem.
â?¢ Ability to diagnose business user problems over the telephone including providing proper instruction over the phone to methodically identify symptoms, cause and proposed resolution.
â?¢ Ability to interact effectively with others.
â?¢ Demonstrated proficiency working with personal computers, word processing, networking tools, spreadsheets and email.
â?¢ Good verbal and written communication skills.
â?¢ An established track record for excellence in customer support and problem resolution.
â?¢ The Individual's work location could be either in Denver or in another agreed upon Comcast location local to that individual.