Please direct your responses to: kimchi.nguyen@experis.com
Title: Tech Support Engineer (Level 1)
Location: San Jose, CA
Duration: Long Term
- Primary CSTG Support Engineer for assigned accounts. Install and maintain CNC (Cisco Network Collector)/CSPC (Common Service Platform Collector) in good operating condition. - - Diagnose and fix known technical problems with CSTG Products. Facilitate the generation of NetAudit and Network Profile reports.
- Communicate with customer Point-of-Contact and client NCE.
Responsibilities:
- Ensure that CDV (Customer Data Validation) Program accounts collect and upload Inventory and Configurations each week from a minimum of 95% of the devices that should be monitored in that customers network and that Syslog messages are uploaded every day. Update CDV dashboard with reason for not meeting the goal and the action taken to fix the problem.
- Maintain awareness about assigned account support issues faced by Level Zero TSE and their actions to deal with those issues. Accept escalation from Level Zero CSTG Support Technical Support Engineer (TSE) to fix upload and other CNC/CSPC problems for assigned accounts.
- Mentor Level Zero TSE for assigned accounts. (when the account does and does not want data collection to occur, when we can and cannot install patches, etc)
- Ensure CNC/CSPC, Operating System, and Works Remote Integration software is updated within CSTG Support guidelines. Obtain customer Point-of-Contact approval for upgrade to CSPC, Operating System, or Works Remote Integration software and security patch install.
- Initiate Return Material Authorization (RMA) process to replace defective collector hardware, upgrade CNC/CSPC to fix performance problems, or when the Advanced Services contract has been terminated and will not be renewed.
- In response to NCE requests, start NetAudit data collection; facilitate Network Profile report generation; and diagnose / fix RAT (Risk Analysis Tool) problems.
- Maintain awareness of events that impact the deployment of CSPC/CNCs into any of the assigned accounts. Initiate action and follow up with NCE as required to obtain customer approval to install CNC. Present CSPC/CNC functionality and business value to the customer. Follow up with answers to NCE and customer questions about CSPC/CNC and security. Drive the need to obtain customer approval for remote collector access. Complete collector hardware deployment within one month after receipt of information required to order and ship the collector.
- Ensure that the NCE and the customer Point-of-Contact are aware of collector support issues that may impact their account.
- Actively seek out opportunities and provide help to other members of CSTG Support by discussing options to diagnose and fix technical problems and writing FAQs.
- Install each new version of CSPC/CNC into a minimum of two accounts within once month after that version is released for General Availability. Attend periodic training classes offered for new versions of CSTG Products - CNC, Network Profile, Net Audit, RAT, COLD, etc.
- Demonstrate an awareness of current Advanced Services and CSTG Support business challenges, problems and procedures, and actions planned to address those business challenges and problems. Communicate with peers and clients to share this knowledge. Attend (80%) of all CSTG Support global weekly meetings, weekly CSTG Support team (theater) meetings, and Advanced Services Delivery Mgr staff meetings to gain this awareness and knowledge about current business challenges and plans.
- Ensure changes made to CSPC/CNC remote access and Dialin information is accurately documented in CSTG dashboard.
- Update collector Deployment Records after a change has been made to a collector by the Level 1 TSE.
- Ensure ASDW (Advanced Services Delivery Workspace) has the correct Advanced Services Delivery Manager name as SPOC (Single Point of Contact) and the correct CSTG Support Engineer name specified for each assigned account.
- Perform other related tasks assigned by CSTG Support Regional Manager, CDV Program Manager, or Tech Lead.
Requirements:
- Bachelor Degree or equivalent experience
- 4 years of experience as a UNIX System Administrator
- Basic Routing and Switching Concepts
- MS Word, Power Point, Excel
- Basic UNIX script writing
- Independently resolve 50% of all technical problems for assigned accounts
- Clearly articulate technical issues
- Demonstrate understanding how to use the CSTG organization to get things done for your accounts
- Good relationship and communication with AS Del Mgr, NCE and customer
- TSE (L0) communication about support issues with assigned accounts
- Perform the duty pager tasks when assigned.
- On-going education to receive networking certification
Please email resume to the below contact for immediate consideration.
Thank you.
Kim Nguyen
Technical Recruiter
408-369-4109
kimchi.nguyen@experis.com
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