Level 3 Technical Support

SUMMARY

- Apply advanced level 3 technical support expertise to resolve highly complex customer issues.
- Accept escalated requests from other technical team members as the subject matter expert.
- Use independent judgment to accomplish objectives.
- Work closely with incident management team in resolving customer issues.
- Identifies and provides resolutions to a diverse range of complex technical problems.
- Provide problem determination and resolution for customer issues.
- Develop and implement resolutions to identified problems, and follows standard practices and procedures.
- Identify and document with management to proactively revise current procedures and tools to improve customer satisfaction.
- May need to engage or escalate to more senior resources or to parent companies (Cisco, VMware, RedHat, IBM) to resolve more complex issues.
- Will be expected to develop and participate in solutions based Converged Infrastructure training and problem resolution skills development.
- Develops broad knowledge of the organization's and relates it to day-to-day issues.

SKILLS:

MUST HAVE

- 5 - 7 years experience with RedHat Enterprise and Linux 5.x, 6.x
- 3-5 years VMWare
- 3-5 years with Perl or BASH

TECHNICAL SKILLS

- XCAT Experience a plus
- Networking
- Nexus Switches
- CCNA certified or relevant work experience
- Fluency in advanced troubleshooting skills, methodologies and processes