Advanced Support Engineer

Job Responsibilities:

• Act as problem investigator and manager to assist an incident management team (per ITIL service model)
• Assist company Tier 1 Engineers and Technicians remotely with technical issues raised through installation and/or service issues.
• Work with Center of Excellence, DevOps and R&D to identify bugs, perform triage, and work towards the ultimate resolution of the identified issue:

1. Triage new concerns raised in a timely manner
2. Escalate issues to appropriate organizations
3. Participate in incident and problem resolution process based on Swarm methodology
4. Ensure that all relevant information has been collected and correlated and analyze this data where applicable
5. When possible, reproduce the fault in the lab and establish protocols for active monitoring of troubled sites
6. Present results to company development team so that changes can be implemented to resolve the concern
7. Adhere to best practices in incident/issue classification and documentation and time tracking

• Work with customers and other company personnel during the installation and troubleshooting of company products and networks
• Provide risk management services to deployment and operations teams by reviewing designs and procedures used in production deployment
• Continue improving personal technical and product specific skills via company provided training and self-study
• Support and coordinate Alpha and Beta releases of company 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

Job Requirements:

• High energy, motivated engineer with prior experience in troubleshooting incidents and problems
• Strong technical foundation
• 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
• Education: University Degree in any computer subject
• Strong preference for:
• Experience with company technologies, support of Cloud environments, PBX and Compliance
• Server & Operating Systems Certifications:
• Linux Certification (CompTIA, LPIC, or Red Hat), or
• Microsoft Certification (MCSE, MCSA)
• CompTIA Server+
• Network / Telecommunications Certifications:
• CompTIA Network+
• Cisco Certifications (CCNA, CCNP, CCIE, CCVP)
• Any advanced SIP certification (SSCA, etc)
• Working experience with Splunk and/or Ancible
• Familiarity with ITIL practices