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.