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Managed Services L2 Technical Service Engineer

Company Name:
Red River
The Level 2 Engineers will directly service both our managed service and federal customer's support needs. Candidates will have experience in the areas of incident and problem management, ticket handling and escalation, performance monitoring, advanced IT troubleshooting, technical run book creation and maintenance, infrastructure management and processes adherence.
Accept Level 2 customer calls, alerts and escalations from the Level 1 operations team within specified timeframes.
Act as the point of contact for customer incidents reported by telephone, email and remote monitoring tools ensuring all processes and agreed upon standards are followed. This includes performing system analysis techniques to consult with end users and determining the hardware and software system functional specifications.
Consistently meet/exceed customer account needs; identify opportunities to enhance delivery of company service and support goals.
Engage in IT certification programs to develop subject matter expertise
Work independently with a focused direction while adding value and contributing to overall team performance.
Maintain accuracy of all reports/audits and client documentation based on Red River and customer defined system specifications. Ensure log entries to the ticketing system are accurate, concise and timely to meet the SLAs (service-level agreement).
Maintain case ownership and keep customers informed of progress on their issues by contacting them periodically with updates.
Exercise sound judgment when working outside defined practices and procedures; accurately close incidents for known errors without the need for functional escalation; Escalate potential areas for improvement to standard operating procedures (SOPs) to team leadership.
Keep current on new releases, updates and changes to Customer Run Book content.
Continually pursue on-going training and development opportunities to advance skill sets and, in turn, ability to effectively deliver to customers.
Maintain clear understanding of the interdependencies that problem, change and configuration managements processes have on good incident management practices.
Act as a mentor to Level 1 Customer Service Representatives.
Exceed customer satisfaction by maintaining an on-going awareness of the customer base and ensure delivery against contractual obligations.
Candidates for the job should possess excellent organizational skills as well as the ability to efficiently multi-task. Ideal candidates have a strong focus on day-to-day operational excellence, and a personal style that builds trust, and inspires loyalty. The candidate should be motivated, proactive, be able to learn and adapt quickly.
BS Business Administration, Computer Science, Engineering or other technical degree or equivalent experience. Previous technical support (success in Level One customer-facing roles) and experience in IT infrastructure with focus on storage, backup, databases and network. Proven ability to utilize CRM data, product documentation and other resources to research and resolve client technical issues. IT hardware/software knowledge with previous work experience in Windows and Unix/Linux-based environments. Strong understanding of hardware and software compatibility ( i.e., rev. levels, firmware, versions, etc.), installation, and configuration. Strong working knowledge of servers (physical and virtual), enterprise backup applications, SAN and network infrastructure.
Technical experience in network, VOIP, server, storage, backup, and infrastructure applications (Active Directory, Exchange). Technical certifications (CCNA, MCSE, ITIL, Sun/Redhat, EMC).
This candidate will operate from the Claremont, NH corporate offices with 25% travel to customer and partner sites.
Date: 2014-06-27
Country: US
State: NH
City: Claremont
Postal Code: 03743
Category: Information Technology
Job Type: Regular Full-Time

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