Job Title: System Support Engineer (32415-CIJBSH-IOM-G-ARI)
Location: San Ramon, CA
Duration: 6+ months
Emp.Type: 1099/W2

 

Role Summary/Purpose:
As a member of the Industrial Cloud team, the system support engineer will provide Technical Support for the "Connectivity as a Service" and "Managed Data Transport Service" offerings, which is for secured and highly available connectivity to connect edge devices to the cloud.

Essential Responsibilities:
•    Working with predefined SLAs & KPIs pertaining to ITIL practices including Incident Management, Change Management, Problem Management, etc…
•    You will be responsible for managing support cases on a daily basis including initial triage, isolating and diagnosing the problem, opening service requests with various vendor teams, and monitoring the general health of the system and services
•    You will also be responsible for building the knowledge base to prevent recurrence of escalation for previously resolved case. 
•     Join client incident calls and interact with application teams to advise/create load balancing solutions unique to the client requirements.
•    You will be responsible for defining and building the escalation process into the Infrastructure and network teams.
•    Continuous improvement of Incident Handle Times, First Contact Resolution, Escalation Rates, Self-Service/Community Experience 
•    Participate in a 24x7 on-call rotation

Qualifications/Requirements     
•    Bachelor's degree in Computer Science/Engineering OR "STEM" Majors (Science, Technology, Engineering and Math)
•    Must have experience in working on customer Switched networks - CCNA minimum ; CCNP desirable
•    3+ years in L2-L7 network engineering, proactive monitoring, advanced troubleshooting/diagnostics and customer support
•    2+ years experience in setting up / troubleshooting Unix/Linux and Windows devices
•    2+ years experience in IP network monitoring / management tools (such as nagios, ) and protocols
•    Proficient in one or more scripting/programming languages (Shell/Perl/Python/Java)

Eligibility Requirements:
•    Possibility of on-call rotation and Legal authorization to work in the U.S. is required. 

Desired Characteristics     
•    Good communication skills
•    Good knowledge of spread Sheet reporting/creation
•    Experience in handling and working customer SLA's
•    Experience in working to deadlines
•    Experience in working under pressure
•    Good problem solving skills
ITIL V3 Qualifications desirable

 

 

 

 

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