Please direct your responses to: jeannie.fernandez@experis.com
Title: Technical Support Engineer
Location: San Jose, CA
Duration: (3 mos+) with possibility of extension
Experis IT has an open position for a Tech Support Engineer with the following skills:
- 6 months UNIX Sys Admin experience is preferred
- Bachelors Degree or equivalent experience
- Basic Routing and Switching Concepts
- Conversational English
- MS Word, Power Point, Excel
- Basic UNIX script writing is preferred
- Willingness to learn networking, good basis of networks, scripting/programming
- Linux/Unix are required and some sort of scripting/programming preferred
Responsibilities:
- Performs routine monitoring weekly reports. Some basic troubleshooting to fix or better define known technical problems with tool before escalation to the next level (Level One).
- Initiate action when needed to ensure that Inventory and Configuration information is collected each week from 95% or more from the devices that should be monitored in a customer network and displayed on Network Profile.
- Ensure Syslog information is collected, uploaded, and displayed every day.
- Initiate action when needed to ensure that some data is uploaded to Network Profile at least 24 days every month.
- Take action each week to ensure that Technical Support Engineer assigned to your accounts is aware of all support issues that may impact those accounts.
- Change the Syslog passwords (root, nsalogin, natkadmin and cncriadmin) at least once every six (6) months before they expire. Update the Password Management Tool with the new passwords.
- Monitor NetAudit data collection for assigned accounts. Initiate action when needed to correct NetAudit data collection and upload problems.
- Update records whenever changes are made
- Once each month, review the deployment status list for any of the assigned accounts. Take action as needed to correct the deployment status on record or communicate with Support Level One to expedite deployment.
- Respond to cases within Support guidelines. Resolve fifty (50%) percent of all cases for assigned accounts. Update case notes according to Support procedures to reflect status of the case. Ensure accuracy of sub-sub clause when closing cases.
- Reports need to be generated on weekly basis divided by region
- Keep abreast of Tools.
- Demonstrate an awareness of Support challenges, problems and procedures, and actions planned to address those challenges and problems. Actively communicate with peers and clients to share this knowledge.
- Actively seek out opportunities and provide help to other members of Support by actively participating in team discussions about options to diagnose and fix technical problems and writing FAQs.
- Achieve high customer satisfaction as measured by individual Bingo scores and comments received from Client and Customer Management
- Perform other related tasks that may periodically be assigned by the Support Regional Manager
Send resume to jeannie.fernandez@experis.com for immediate consideration
Jeannie Fernandez
Experis
408-369-4105
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