Technical Support
Job Description: Technical Support Engineer
The client provides technical support to customers that purchase/use its Sparc workstations/servers, running Solaris. Level 1 support is outsourced to a partner, and issues not resolved at Level 1 are routed to various teams that are part of the Technology Support Center, which then continue diagnosing, troubleshooting, and resolving the issue to the customer's satisfaction. The consultant will spend approximately 50-60% of their day on the phone with clients, diagnosing problems and following up to gather information that will help them resolve the client's issue. The remainder of their time is spent doing "case management" --- essentially, behind-the-scenes research, problem replication, interaction with Engineering, and collaboration with other colleagues to determine the root cause of the problem and bring the issue to resolution with the client. The working environment is very collaborative, leveraging technology (e.g. knowledge bases, real-time online chat rooms, etc.) to share information and drive customer satisfaction.
The consultant is responsible for providing Level 2/3 web & phone support to customers.
Responsibilities:
-Log into phone system & effectively manage available time to take calls
-Perform problem id & technical resolution to customers in a fast paced environment
-Log service requests & document actions appropriately in tracking system
-Actively review open service orders & drive timely resolutions
-Follow up w/customers when promised/scheduled
-Escalate calls to appropriate level in a timely manner
-Follow through on commitments, including assignments & meeting attendance
**Our client has multiple openings and they are looking for people with either strong hardware troubleshooting skills or high level support of Solaris operating systems. Please call for additional details.**
MUST HAVE:
(1) Experience administering workstations/servers running Solaris (versions 8, 9, or 10)
(2) Must know how to locate/access log files, data files, error message information, in order to diagnose
hardware-related problems with Sparc-based machines and their components, and determine root-causes
of hardware/firmware problems
(3) Must have strong knowledge of Sun's Sparc hardware architecture
(4) Customer support experience (e.g. help desk, desktop, or other client-facing)
(5) Strong customer service skills
NICE TO HAVE:
(1) Experience assembling/disassembling Sparc-based workstations/servers
(2) Experience administering servers running Solaris 10
(3) Candidate may have experience with:
>Remote server administration (bring machines up/down)
>Machine build, stage, deploy
>Server administration and break/fix
>A+ cert (MAJOR plus)
Required Skills for Technical Support Job:
- SOLARIS
- CUSTOMER SUPPORT
- SPARC
Join TEKsystems® and get your career on the fast track. As the leading technology staffing and services firm, we are passionate about deploying high-caliber IT and communications expertise. To satisfy our constant need for expertise, we actively seek talented Technical Professionals with all levels of information technology and communications skills. TEKsystems knows that every professional has different needs, so we'll work together to determine a suitable benefits package. We offer options to our Technical Professionals that could include: a health plan, 401k, provisions for vacation and holiday pay, and technical and professional training. With a foundation as the nation's largest IT staffing firm, we've become a billion-dollar services company by blending superior client service with an unrivaled ability to source and manage talent to precise specifications, resulting in successful technology executions. Allegis Group and its subsidiaries are equal opportunity employers. M/F/D/V
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