Systems Support Engineer

Fair Field, Connecticut

Post Date: 02/21/2016 Job ID: 792 Industry: Other Pay Rate: 110000
         
GENERAL  RESPONSIBILITIES:

As a member of the Tier III organization, the Support Engineer  will be responsible for assisting and supporting the organization on all products and services. 

SPECIFIC DUTIES:
  • Must be able to work in a professional Engineering environment.
  • Assist Tier I & II Operations with technical issues raised through installation and/or maintenance.
  • Interface with clients and review status of technical issues under investigation.
  • Analyze problems raised in the field which require design changes.
  • Triage new concerns raised in a timely manor
  • Ensure that all relevant information has been collected and correlated and analyze this data where applicable
  • When possible, reproduce the fault in the lab and establish protocols for active monitoring of troubled sites.
  • Present results to development team so that changes can be implemented to resolve the concern.
  • Create Subject Matter Expert documentation and work with Technical Publications on new material.
  • Promote new methodologies for troubleshooting which can be used by Tier I & II.
  • Support Sales/Marketing with special applications to meet customer requirements.
  • Work with Product Management & Product Development through the different stages of product definition and design.
  • Support and coordinate Alpha and Beta releases 
  • Keep eTAC Data Center  organized, and fully functional with the product line.
  • Willing to travel on short notice.
  • On call duties on weekends, holidays and evenings.
     
 
             
DESIRED BACKGROUND:
  • Five years experience in a technical call center environment
  • Bachelor’ s degree preferred, Associates degree required.
  • Red Hat Linux System Administrator certification preferred( RHCT)
  • Background in Sequel server or MySQL. Certification desired
  • VMWare expertise preferred.
  • Cisco CCNP or CCNA certification preferred
  • Demonstrate expertise in performing duties and responsibilities identified above.
  • Excellent communication skills, both verbal and written.
  • Experience in remote support of applications and embedded devices through secure remote VPN solution.
  • Familiarity with Systems Development Life Cycle and deploying applications
  • Well-organized individual able to self prioritize in a multi-tasking environment.
  • Team player and able to work effectively in a group environment.
  • Demonstrated experience in troubleshooting Applications and embedded products.

Candidate strengths would preferably include: 

o   SIP analysis (end to end)

o   VOIP

o    QoS

o    Trunking

o    security

o    Packet analysis via wireshark or other tools

·          Networking

o    Understanding of QoS, policy maps, ACLs

o    Subnetting

o    Routing

o    packet analysis via wireshark or other tools

·          Linux/Unix

o    configuration, administration, troubleshooting

o    Comfort in log analysis and low level triage 

·          Splunk

o    Boolean search language

o    regular expression creation

o    creation of dashboards using html, xml

·          MySQL 

·          VMWare (vcenter, vsphere, p2v, vmotion, etc)

o    Installation

o    Configuration

o    development

·          Strength in learning new technologies 
             
 
RHCT, CCNP, CCNA, SDLC, VMWare, Tier 3, Support Engineer, MySQL

Emily Sprague


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