Corporate & Technical Recruiters, Inc.
Systems Support Engineer
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.
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.
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 Packet analysis via wireshark or other tools
o Understanding of QoS, policy maps, ACLs
o packet analysis via wireshark or other tools
o configuration, administration, troubleshooting
o Comfort in log analysis and low level triage
o Boolean search language
o regular expression creation
o creation of dashboards using html, xml
· VMWare (vcenter, vsphere, p2v, vmotion, etc)
· Strength in learning new technologies
RHCT, CCNP, CCNA, SDLC, VMWare, Tier 3, Support Engineer, MySQL
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