A.C. Coy

Technical Support Engineer

Job Locations US-PA-Canonsburg
Posted Date 3 weeks ago(2/27/2018 1:52 PM)
Job ID
# of Openings
Information Technology


Our Client has an immediate need for a Technical Support Engineer for a full-time role.  This position is responsible for supporting the NOC and the fault management process, developing triage procedures for common alarms, driving resolution to key operational issues with manufacturers, supporting special customer requests for new features/capabilities, developing and maintaining an alarm catalog and alarm severity templates for the fault management system.  Candidates should have five or more years of work experience.


  • Take a leading role in driving issues in support of a 24x7 NOC assuring maximum uptime of carrier DAS and Wi-Fi networks. 
  • Support the incident management, fault management and other day to day processes directly.
  • Drive programs that provide long term enhancement to network reliability.
  • Create and execute actions based on key metrics that measure processes and deliverables critical to successful network operation that include cycle time for new network turn ups, escalation response times, mean time to repair, incident repeat rates, issue prevention via trend analysis.
  • Perform post mortem assessment and root cause analysis.
  • Manage vendor programs that reduce hardware failures.
  • Support and develop training programs that reduce number of returns where no fault was found.
  • Manage equipment vendors and assure vendor road maps are consistent with operational objectives.
  • Develop vendor expertise across the technical support team.
  • Support various initiatives including pilot programs, vendor software release upgrades, implementing connectivity standards, etc.


  • Five or more years of technical work experience 
  • Previous experience in a NOC environment is preferred
  • Knowledge of DAS is highly preferred


  • Bachelor’s degree in Telecommunications, Electrical Engineering or equivalent experience


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