1          JOB SUMMARY

 The Core Technical Support Engineer (TSE) is responsible for test and verification of ZTE Core switching products and systems deployed at customer locations throughout the United States.  

 2          OBJECTIVE(S)

The primary objectives of the Core TSE are;

1)     Ensure the performance of ZTE hardware and software products is tested against company Acceptance Test Procedures (ATP) and that performance meets both customer specifications and conforms to prevailing technical requirements, and

2)     Troubleshoot/resolve/escalate system and subsystem configuration, interface, hardware, software, and/or data faults, and 

3)     Document problems and abnormalities detected during execution of the ATP and escalate for prompt resolution, and 

4)     Organize on-site actions necessary to successfully meet test and verification milestones.

3          REPORTING STRUCTURE

This position resides within the Post-Sales organization reporting to the Technical Support Director.  At site the Core TSE works within the project team and interfaces directly with the customer’s technical representatives.  TSE technical competence is typically limited to a specific network element or subsystem.  Therefore, there may be more than one TSE on any given project.  The TSE lead for a technical competence will be the primary point of contact during the testing phase for technical issues pertaining to his/her competence.     

4          TRAVEL REQUIREMENT

Position is based in Richardson, TXand requires extensive domestic travel (approximately 75% or less).  

5          ESSENTIAL JOB DUTIES AND RESPONSIBILITIES MATRIX

3          DELIVERABLES

·          Acceptance test procedures (ATP)

·          Status and progress reports

·          Network element acceptance certificates

·          Methods of procedure (MOP) for hardware expansions and software upgrades

·          Quality plans (relevant sections)

4          PERFORMANCE MEASURES

·          Schedule Accuracy – Meet scheduled “start” / “complete” target intervals for assigned test and acceptance activities.

·          Acceptance Accuracy – Ensure minimum 80% of sites are accepted by the customer within three (3) weeks of integration.

·          Trouble Reporting/Tracking – Ensure Global CSC metrics are observed regarding escalation and resolution of technical troubles.

·          Customer satisfaction –  KPI to be defined

5          JOB SPECIFIC CHALLENGES

·          Adaptation and localization of Global processes / practices

·          Understanding customer expectations and managing performance to meet expectations

·          Building productive relationships with the Product Line and Global CSC representatives

·          Creating the ZTE USA service culture

6          KEY CONTACTS (typical)

6.1   Internal

·          Field Services Manager

·          Project Manager(s)

·          Product Line Primes

·          USA CSC Lead

·          Global CSC Representatives

·          Other Technical Support Engineers

6.2   External

·          Customer implementation and technical resources

·          Third party service providers

·          Third party equipment / material providers

7          COMPETENCE

7.1   Skills, Knowledge, and Abilities

As a minimum, the Technical Support Engineer must possess and demonstrate:

·          Excellent understanding of CDMA, EVDO, WiMax, and/or LTE wireless technology call processing  

·          Excellent analytical and troubleshooting skills

·          Ability to gather and report technical data and produce statistical reports

·          Ability to work in a wide variety of environments, both team oriented and independently

·          Time management and organizational skills

·          Understanding of telecom equipment installation practices and methodology would be a plus

·          Fluency in written and spoken English

·          Advanced knowledge and use of Microsoft suite programs (Word, Excel, Project, Power Point)

·          Excellent communication skills (interpersonal, oral, and written)

·          Outgoing and personable nature

7.2   Experience

·          Minimum 3 ~ 5 years experience working for a leading equipment vendor commissioning, troubleshooting, and integrating wireless voice and data communications networks and subsystems (preferably CDMA,  EVDO, WiMax, and/or LTE technology).  

·          Possess and demonstrate software skills encompassing Windows Server 2003 and SQL 2005.

·          Experience testing & troubleshooting MSC, HLR, MGW, OMC, PDSS (PDSN & AAA) subsystems.

·          Technical proficiency in data services.

·          Strong knowledge of various protocols including IS41, H.248, IOS4.0/5.0, SIP, and TCP/IP.  

·          Experience with CALEA, E911, Equal Access, LNP, and SMS is a plus.   

7.3   Education

·          Bachelor of Science degree in either a technical or business related field or related industry experience

7.4   Certificates, Licenses, and/or Registrations

·          Valid Texas drivers license