*Position : Technical Support Engineer* *Location : DURHAM, North Carolina Duration : 12 months *
*Hourly rate : $20/hr* Primary STS Support Engineer for assigned accounts. Install and maintain CNC in good operating condition. Diagnose and fix known technical problems with STS Products. Facilitate the generation of NetAudit and Network Profile reports. Communicate with customer Point-of-Contact and client. Formal Description 1. Ensure that CDV (Customer Data Validation) Program accounts collect and upload Inventory and Configurations each week from a minimum of 95% of the devices that should be monitored in that customers network and that Syslog messages are uploaded every day. Update CDV dashboard with reason for not meeting the goal and the action taken to fix the problem. 2. Ensure that Basic Service Program accounts upload some data from CNC at least 24 days every month. Recommend action (in response to NCE requests for Basic Service Program accounts) to be taken by the NCE to fix CNC Device Access problems. Update the CNC seedfile with changes only after the NCE has provided the correct information (e.g. device names, credentials, etc). 3. Maintain awareness about assigned account support issues faced by Level Zero TSE and their actions to deal with those issues. Accept escalation from Level Zero STS Support Technical Support Engineer (TSE) to fix upload and other CNC problems for assigned accounts. 4. Mentor Level Zero TSE for assigned accounts. Ensure Level Zero TSE is aware of special rules for the assigned accounts such as when the account does and does not want data collection to occur, when we can and cannot install patches, etc 5. Ensure CNC, Operating System, and Remote Integration software is updated within STS Support guidelines. Obtain customer Point-of-Contact approval for upgrade to CNC, Operating System, or CiscoWorks Remote Integration software and security patch install. 6. Initiate Return Material Authorization (RMA) process to replace defective CNC hardware, upgrade CNC to fix performance problems, or when the Advanced Services contract has been terminated and will not be renewed. 7. In response to NCE requests, start NetAudit data collection; facilitate Network Profile report generation; and diagnose / fix RAT (Risk Analysis Tool) problems. 8. Respond to cases within STS Support guidelines. Resolve fifty (50%) percent of all cases opened for assigned accounts. Update case notes according to STS Support procedures to reflect status of the case. Ensure accuracy of sub-sub clause when closing cases. 9. Maintain awareness of events that impact the deployment of CNCs into any of the assigned accounts. Initiate action and follow up with NCE as required to obtain customer approval to install CNC. Present CNC functionality and business value to the customer. Follow up with answers to NCE and customer questions about CNC and security. Drive the need to obtain customer approval for remote CNC access. Complete CNC hardware deployment within one month after receipt of information required to order and ship the CNC. 10. Ensure that the NCE and the customer Point-of-Contact are aware of CNC support issues that may impact their account. 11. Perform the duty pager tasks when periodically assigned to pager duty. 12. Actively seekout opportunities and provide help to other members of STS Support by discussing options to diagnose and fix technical problems and writing FAQs. 13. Keep abreast of STS Tools. Install each new version of CNC into a minimum of two accounts within once month after that version is released for General Availability. Attend periodic training classes offered for new versions of STS Products - CNC, Network Profile, Net Audit, RAT, COLD, etc. 14. Demonstrate an awareness of current Advanced Services and STS Support business challenges, problems and procedures, and actions planned to address those business challenges and problems. Actively communicate with peers and clients to share this knowledge. Attend eighty (80%) percent of all STS Support global weekly meetings, weekly STS Support team (theater) meetings, and Advanced Services Delivery Mgr staff meetings to gain this awareness and knowledge about current business challenges and plans. 15. Ensure changes made to CNC remote access and Dialin information is accurately documented in ASDW within one week after a change is made. 16. Update CNC Deployment Records for assigned accounts within one week after a change has been made to a CNC by the Level 1 TSE. 17. Ensure ASDW (Advanced Services Delivery Workspace) has the correct Advanced Services Delivery Manager name as SPOC (Single Point of Contact) and the correct STS Support Engineer name specified for each assigned account. 18. Achieve high customer satisfaction as measured by individual scores and comments received from Client and Customer management 19. Perform other related tasks that may periodically be assigned by STS Support Regional Manager, CDV Program Manager, or Tech Lead. Requirements: *EDUCATION * Bachelors Degree or equivalent experience *PRIOR EXPERIENCE * 1 year customer facing technical support 2 years Solaris Sys Admin - (SCSA preferred) 1 year UNIX scripting 1 year hands on use of Network Mgt Tools (CCNA preferred) 1 year MS Windows Sys Admin TECHNICAL KNOWLEDGE / SKILLS Basic Routing and Switching Concepts Conversational English -- Thanks & Regards Sirisha Suryadevara Manager-sales &recruiting Mutex Systems, Inc 50 Cragwood Road ; Suite 224 ; South Plainfield, NJ 07080. Office:732-993-4201 Fax: 908-822-8719 [email protected] www.mutexsystems.com Disclaimer: If you do not wish to receive these emails in the future, please reply with "REMOVE" in the subject line and include all email addresses to be removed in the message text. We apologize for the inconvenience -- You received this message because you are subscribed to the Google Groups "KNOW.IT" group. To post to this group, send email to [email protected]. To unsubscribe from this group, send email to [email protected]. For more options, visit this group at http://groups.google.com/group/know_it_az?hl=en.
