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Technical Support
Ref No.: 17-03011
Location: Morrisville, North Carolina
Technical Support
Morrisville, NC
6 Month Contract

Job Description
  • Applies general systems level technical expertise to standard to moderately complex systems level customer issues.
  • Customer issues may be received by Support Centers through automated dial-homes, voice initiated technical calls from the Client's Customers, Customer Engineers, or remote maintenance calls and Web Support Calls.
  • Identifies and provides resolutions to an assortment of technical problems.
  • Provides validated technical information, support process instructions and special support requirements to the customer base.
  • Engineers provide problem determination and resolution for customer issues.
  • Develop and implement resolutions to identified problems, and follows standard practices and procedures.
  • Identifies records and proactively revises current procedures and tools to improve customer satisfaction.
  • May need to engage or escalate to more senior resources to resolve more complex issues.
  • Applies technical expertise using standard operating and diagnostic protocols to resolve standard to moderately complex system level issues that are negatively impacting product performance at the Client's customer sites.
  • Identifies, documents and escalates customer issues.
  • Effectively communicates procedural and technical issues to internal and external customers in a fast paced and customer critical environment.
  • Maintains a "closed-loop " communication style assuring all appropriate individuals are notified of ongoing issues and problem resolution status.
  • Responsible for sharing all acquired knowledge concerning problem resolution with the Field and, as appropriate, to Customers.
  • Contributes to centralized problem identification and resolution database.
  • May assist in problem recreation and failure analysis of systems level issues.
  • Recommends and utilizes a wide variety of test equipment, diagnostic tools and techniques used in problem resolution.
  • May provide documentation and direct feedback to Field Technical Specialists, Account Managers, Sales and other Client Technical Support co-workers as appropriate.
  • May identify and interpret interoperability and support matrixes.
  • Provides input to training programs and/or serviceability enhancements as requested by the Field and Technical Support Departments.
  • Good communication skills, both written and verbal
  • Interpersonal skills
  • Strong troubleshooting skills
  • Ability to work independently and with a strong sense of urgency.
  • Ability to manage priorities, follow-through on issues until closure.
  • Ability to learn quickly and apply new knowledge and skills immediately.
  • Experience with OS Linux Suse/ RedHat – command line
  • Experience with w/TCP/IP Ethernet networking configuration/troubleshooting
  • Experience with Server Hardware troubleshooting
  • Experience using tools like WebEx, VI
  • Knowledge & Experience with backups technologies a plus.