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ASG - Advanced Support Engineer (Networking / Voice / SIP) - HOUSTON - to $85,000

Houston, TX
JOB TITLE: ASG - Advanced Support Engineer (Linux / Windows / Virtualization / Networking / Voice / SIP)
LOCATION: Houston Texas (zip 77067)
NOTE: Candidate MUST be willing to work alternate shifts, nights and weekends as required.


Brief Description
  • Provide advanced technical support for server and cloud-based products in a fast paced, demanding environment servicing the financial community.
  • Responsible for supporting the Communications and Voice Recording product lines.
  • This individual will have knowledge in installation and troubleshooting of server-based technologies, databases and operating systems, as well as knowledge of telecommunications, networks and related security technologies. 
  • Must be able to work nights & weekends as required.
  • This position reports to the Regional Manager, ASG with day-to-day work overseen by the Regional Supervisor.

Role and Responsibilities
  • Act as problem investigator and manager to assist an incident management team (per ITIL service model)
  • Assist Tier 1 Engineers and Technicians remotely with technical issues raised through installation and/or service issues.
  • Work with DevOps and Product Engineering to identify bugs, perform triage, and work towards the ultimate resolution of the identified issue.
  • Triage new concerns raised in a timely manner.
  • Escalate issues to appropriate organizations
  • Participate in incident and problem resolution process based on Swarm methodology
  • 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.
  • Adhere to best practices in incident/issue classification and documentation and time tracking
  • Work with customers and other personnel during the installation and troubleshooting of products and networks.
  • Provide risk management services to deployment and operations teams by reviewing designs and procedures used in production deployment
  • Manage and operate team’s lab environment
  • Continue improving personal technical and product specific skills via company provided training and self-study
  • Support and coordinate Alpha and Beta releases of products.
  • Work with Sales and Sales Engineering on special applications to meet customer requirements
  • Provide training to Technicians, Sales, Sales Support and other departments, when necessary.
  • Create installation and troubleshooting documentation, when necessary
  • Willing to work alternate shifts, nights and weekends as required.

CANDIDACY REQUIREMENTS:
  • College or University Degree - ideally within Fintech, Information Technology or Telecommunications.
  • Experience would be preferred but not essential.
  • Opportunity to develop in a first role as a Graduate - opportunity for 2020/2021 Graduates.

Should have:
  • Strong understanding of Virtualization technologies, Networking and Operating Systems (Linux RedHat, Windows Servers):
i. Domains / Workgroups
ii. User accounts and Services
iii. Security (Key and certificate management and troubleshooting, authentication methods, secure communication protocols)
iv. OS low level troubleshooting: CLI, log review, firewall and file operations
v. TCP/IP / DHCP / DNS / NTP
  • An understanding of VoIP and SIP
  • Experience working in a technical support role, preferably to external customers
  • Technical writing / drawing skills
  • Excellent verbal and written communication skills
  • Flexibility and willingness to work non-standard hours on occasion to meet customer demand.

Strong preference for:
  • Experience with IPC technologies, support of Cloud environments, PBX and Voice Recording
  • Server & Operating Systems Certifications:
i. Linux Certification (CompTIA, LPIC, or Red Hat), or
ii. Microsoft Certification (MCSE, MCSA)
iii. CompTIA Server+
  • Network / Telecommunications Certifications:
i. CompTIA Network+
ii. Cisco Certifications (CCNA, CCNP, CCIE, CCVP)
iii. Any advanced SIP certification (SSCA, etc)
  • Working experience with Splunk and/or Ansible
  • Familiarity with ITIL practices


If you are interested in pursuing this opportunity, please respond back and include the following:
  • MS WORD Resume
  • required compensation
  • Contact information
  • Availability
Upon receipt, I will contact you to schedule a convenient time to discuss the position.
 


MICHAEL JUDE
Intermedia Group Inc
Email: Mike@intermediagroup.com
Linkedin: https://www.linkedin.com/in/michael-jude-3062161a3/


 
 
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