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Mid-level Technical Support Engineers
Ref No.: 17-02028
Location: Durham, North Carolina
Position Type:Contract
Start Date: 06/09/2017
1. 5+ years' experience troubleshooting IT infrastructure technologies such as servers, networking, and storage software and hardware.
2. 5+ years' experience working in a customer-facing support role dealing with enterprise IT customers.
3. Bachelor's degree or equivalent industry experience.
4. Hands on experience debugging systems.

Required Skills:
1. Excellent customer communication skills via phone, email, chat. Ability to handle critical customer issues with confidence.
2. Experienced with network troubleshooting, packet capture and analysis, good understanding of layer 2/3 protocols.
3. Intermediate Server knowledge:
a. Controller/Disks/Firmware upgrades/log collection & analysis)
4. Experience with storage architecture and related technologies.
5. Cisco CCNA or equivalent experience
6. Intermediate Linux knowledge (2-3 years)
7. Intermediate VMware knowledge
8. Networking (vSwitch Standard & DVS Management)
9. Virtual machine management
10. Install / Patching and upgrading
11. Intermediate GuestOS knowledge
12. Ability and desire to quickly learn new technologies and products.
13. Good writing skills to create knowledgebase articles, case documentation, and escalations to engineering.

Desirable Skills:
1. Experience with CRM & Case Management.
2. Experience with WebEx and remote troubleshooting.

Personal Attributes:
1. Demonstrated creative, critical thinking and troubleshooting skills.
2. Highly professional, with the ability to deliver excellent work on tight schedules.
3. Excellent collaborative skills.
4. Strong verbal and written communication skills. Able to communicate with peers and management.
5. High professional standards - strong motivation for individual and organization success.
6. Results oriented.
7. Process driven.
8. Pragmatic: able to analyze trade-offs and prioritize tasks in order to achieve goals.
9. Team player.
10. Adaptable.