Expert Technical Support Engineer – Ottawa, Canada
Every day over 20,000 Amdocs employees, serving customers in more than 60 countries, collaborate to help our customers realize their vision. We have a 30-year track record of ensuring service providers’ success by embracing their most complex, mission-critical challenges. 100% of Fortune’s Global 500 quad-play providers rely on Amdocs to help them run their businesses better.
Amdocs is a ‘can do’ company that leads the industry, is fully accountable and most importantly, always delivers. This is our DNA. Our success has been sparked and sustained by hiring exceptional people. If this sounds like you--- if you have the drive, focus and passion to succeed in a fast-paced, delivery-focused, global environment-- then Amdocs would like to talk with you. Amdocs: Embrace Challenge, Experience Success.
Amdocs is seeking an Expert Technical Support Engineer who will provide Amdocs customers with ongoing technical support for the software, networking, and hardware components of Amdocs solutions and ingredient technologies (including AAA, Policy, and HSS). The successful candidate will have experience working in a fast-paced and dynamic environment providing support to high value corporate accounts. Responsibilities include, but are not limited to:
Provide rapid response and ongoing technical support to Amdocs customers by identifying, troubleshooting, and resolving their technical problems
Participate in an after-hours emergency pager rotation and participate in customer maintenance windows to perform deployment or upgrade activities as required
Collaborate with various functional departments (Product Management, R&D and others) to ensure timely and accurate solutions are provided to customers
Contribute to the development and growth of the overall business by pursuing the implementation of process exception examples and/or improvement ideas
5+ years of previous technical support experience working directly with enterprise and corporate accounts, internal sales and deployment teams, and channel partners
5+ years of practical experience working with UNIX and/or Linux operating systems. Applicants must demonstrate good working knowledge of system commands and diagnostic functions
Working knowledge of networking concepts (TCP/IP and UDP), other network protocols (RADIUS and DIAMETER), and network diagnostic tools such as Wireshark
Previous experience working with Oracle database repositories
Previous experience providing hardware platform support (IBM and Sun/Oracle)
Working knowledge of telecommunications technologies (CDMA, GSM, AAA, HSS, and Policy)
All Amdocs roles require strong verbal and written communications skills, position-appropriate mentoring/leadership abilities, ability to quickly master new systems and/or processes, capacity to stay organized while managing competing priorities, and a deep customer service orientation, both internally and externally.