[KITlist-Tech] CONTR: Technical Support Engineer-3 (Research Triangle Park, NC)

Please direct your responses to: skaul@us-buxton.com

Title: Technical Support Engineer-3
Location: Research Triangle Park, NC 27709
Duration: 6months
Rate: $48/hr on W2
Work Environment: Second shift Mon-Fri 3 pm - 12 pm.
Manager's comment: I would like either of the following: - Windows Exchange and SQL - Unix Oracle

Job Summary:

As a Technical Support Engineer you provide support for diagnosing, reproducing, and fixing software and hardware issues. You will troubleshoot protocols running on NetApp hardware to assist customer with problem isolation and resolution. To be successful in this role, you must be a motivated self-starter and self-learner, possess strong customer service and technical problem solving skills; and be someone who embraces challenges.

Essential Functions:
- Resolve Warranty, Top Enterprise and SupportEdge Premium customer problems via the telephone, the web or Autosupport.
- Research customer issues in a timely manner and follow up directly with the customer with recommendations and action plans.
- Escalate cases to other more senior Technical Support Engineers and/or Escalation Engineers when the problem is too complex or falls out of specific area of expertise.
- Leverage internal technical expertise, including higher-level engineers, knowledge base, and other internal tools, to provide the most effective solutions to customer issues.
- Create new knowledgebase articles to capture new learnings for reuse throughout the center.
- Collaborate with other Technical Support Engineers who may need assistance working a case; utilize your area of expertise to help them in order to most quickly facilitate solutions for the customer.
- Participate in technical communications within the Technical Support Engineering team to share best practices and learn about new technologies and complimentary storage applications.
- Focus on an area of technical specialization and attend classes, complete lab projects, read and work with other Technical Support Engineers on cases which will help cultivate that expertise.

Requirements:
- Good written and verbal communication skills.
- Good interpersonal communication and customer service skills are needed in order work successfully with customers in high stress and or ambiguous situations.
- Basic understanding of some of the following protocols and applications:
- NFS, the UNIX remote file sharing protocol
- CIFS, the Windows NT remote file sharing protocol
- TCP/IP
- Networking
- RAID
- Microsoft Exchange and/or Veritas software.
- Strong aptitude for learning new technologies and understanding how to utilize them in a customer facing environment.
- Ability to follow standard engineering principles and practices.
- Creative approach to problem solving.
- Must have at least 1 or more areas of expertise such as: backup and recovery, Exchange DR, Veritas, Lotus Notes, Linux, AIX, or networking; including at least 2 years of experience working in that particular specialty.

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