Provide advanced technical support for server and cloud-based products in a fast paced, demanding environment servicing the financial community.
This individual will have knowledge in installation and troubleshooting of server-based technologies and operating systems, as well as knowledge of telecommunications, networks and related security technologies.
Must be able to work nights & weekends as required
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.
WOULD LIKE THE CANDIDATE TO HAVE SOME OF THE FOLLOWING:
Understanding of Virtualization technologies, Networking and Operating Systems (Linux RedHat, Windows Servers):
Domains / Workgroups
User accounts and Services
Security (Key and certificate management and troubleshooting, authentication methods, secure communication protocols)
OS low level troubleshooting: CLI, log review, firewall and file operations
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.
ANY OF THE FOLLOWING CERTS ARE A PLUS:
Linux Certification (CompTIA, LPIC, or Red Hat), or
Microsoft Certification (MCSE, MCSA)
Cisco Certifications (CCNA, CCNP, CCVP)
If you are interested in pursuing this opportunity, please respond back and include the following:
MS WORD Resume
Upon receipt, I will contact you to schedule a convenient time to discuss the position.