Vacancy expired!
- Develop and grow a team of Technical Support engineers who provide technical support to field engineers, technicians, and product support personnel who are diagnosing, troubleshooting, repairing and debugging complex electro/mechanical equipment, computer systems, complex software, or networked and/or wireless systems. Responds to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software.
- Develop and improve standard operating procedures, performance metrics, and feedback mechanisms for your team
- Continuously monitor Service Levels to set expectations and measure performance. Develop an effective and workable framework for managing and improving customer IT support in the organization.
- Oversee 100% of the requests, incidents, and problems. Manage and coordinate urgent and complicated support issues requiring multiple team members to resolve. Act as escalation point for all requests and incidents.
- Collaborate with software, hardware and systems engineering teams to identify, analyze and resolve issues found on deployed systems.
- Report design, reliability and maintenance problems or bugs to design engineering/software engineering. May be involved in customer installation and training.
- Provide support to customer/users where the product is highly technical or sophisticated in nature. Generally, interacts directly with the customer/user when the product is highly technical or sophisticated in nature, such as with systems level software where the user has a technical background.
- Additionally, interact with product support personnel and potentially the customer when the customer's problem cannot be resolved directly by first-level resources.
- Introduce new technologies & products to VSE teams by developing documentation and conducting training.
- Experience in system design or software architecture
- Technical expertise in two or more areas: Programming/Scripting, Networking, Systems Administration
- Ability to develop and coordinate project plans in a timely manner
- Ability to communicate information service concepts to a broad range of technical and non-technical staff
- Ability to manage external vendors for new applications and projects
- History of identifying and driving projects that will add value to the organization (e.g: Gaps in tooling or knowledge, or uncomplicating a technical process).
- Shell Scripting experienced (Python or Perl scripting is highly desired)
- The ability to set up, configure and maintain deployment services on Linux and Windows
- Exceptional knowledge of server hardware and firmware debug.
- Experienced with IPMI and/or Redfish for out-of-band troubleshooting
- Flexibility to travel up to 25% of the year
- Bachelors (preferred) and five (5) years or more experience in managing teams
Vacancy expired!