Product Support Engineer

Our client is the leading computer manufacturing company seeking a candidate to be a 3rd level Escalation Engineer. S/He will be responsible for solving escalated customer support issues from the 1st and 2nd level geo customer support team, create and provide training, provide technical information for on-line support knowledgebase, and support websites. The individual in this role will act as a technical expert, consultant, and analyst; providing solutions to a wide range of difficult problems.

RESPONSIBILITIES:

- Training on problem issues: Coordinate the creation of content, create content, publish training online
- Presenting call indicators
- Monthly analysis and reporting of Phone, chats and emails on volumes and satisfaction surveys
- Web content creation and updates to existing CMS docs
- Sighting Replication
- Manage weekly Synch Meetings
- Weekly 1:1 with Cell Center
- Handle escalations from Call Center
- Edit/Review/Promote Articles created by agents into CMS Docs
- Monthly Agent Calibration meeting/review of Call Center chats/emails/calls/forum posting

REQUIREMENTS:

- 5+ years of networking and familiarity setting up with Firewall applications such as Astaro, SonicWall, Cisco
- 2-5 years' experience as a network administrator, with demonstrated ability to install and troubleshooting network configurations including port forwarding, VLAN, DNS, Gateway/Firewall (eg Astaro, SonicWall)/DHCP server configuration (MSP)
- Minimum of 2 years of XenServer and Linux experience
- 5+ years of Microsoft Windows Server/SBS
- 5+ years of customer experience, customer handling and angry customer resolution
- 5+ years of server experience
- 2+ years of technical writing
- A+, CWNA, CCNA, CNE, Network+, Server+ or MCSE strongly desired
- Understanding of Intel Active Management Technology (AMT) and manageability engine (ME) concept, setup, and configuration
- Virtualization management and configuration
- Familiarity with advanced settings to configure web browsers such as Internet Explorer, FireFox and Google Chrome
- Working knowledge of Microsoft Office applications
- Working knowledge of basic computer architecture - memory (DDR2, DDR3), processor, USB, chipset serial ATA
- Working knowledge of Intel architecture - ACPI, BIOS, PCI Express
- Working knowledge and troubleshooting of Ethernet client configuration, TCP/IP protocols
- Good understanding on how to upgrade BIOSWorking knowledge of PCI, PCI-X, PCI-E device installation and configuration
- Working knowledge of Windows XP, Windows Vista and Windows 7 especially installation, configuration and integration
- Working knowledge of IEEE 802.11 standard
- Advanced knowledge and experience setting up a local area networks
- Backup and recovery experience a plus
- Microsoft certification a plus
- Ability to understand and interpret Windows server operating system event viewer & ability to extract Linux message logs and interpret
- Demonstrated ability to use server management applications to configure complex server environments.
- Experienced MSP support or being an MSP preferred

Estimated length of assignment: 12-18 months
Number of positions available: 1
Estimated hours per week: 40 standard hours: 8:00AM - 5:00PM
Overtime not permitted without pre-approval.
% of travel required: 3%
Telecommuting: No

Please include a daytime phone number where you can best be reached along with your Resume. Please also include a brief cover letter outlining your experience as related to this job requirement. CompuCom is an Equal Opportunity Employer. No 3rd party/recruiters please.