Advanced Support Engineer ASG

 IPC Systems, Inc.
 España
 Hace 1 semana, 3 días

We're looking for a candidate to fill this position in an exciting company.

  • Act as problem investigator and manager to assist an incident management team (per ITIL service model)
  • Assist IPC Tier 1 Engineers and Technicians remotely with technical issues raised through installation and/or service issues.
  • Work with Center of Excellence, DevOps and R&D to identify bugs, perform triage, and work towards the ultimate resolution of the identified issue.
  • Triage new concerns raised in a timely manner.
  • Escalate issues to appropriate organizations
  • Participate in incident and problem resolution process based on Swarm methodology
  • Ensure that all relevant information has been collected and correlated and analyze this data where applicable.
  • When possible, reproduce the fault in the lab and establish protocols for active monitoring of troubled sites.
  • Present results to IPC development team so that changes can be implemented to resolve the concern.
  • Adhere to best practices in incident/issue classification and documentation and time tracking
  • Work with customers and other IPC personnel during the installation and troubleshooting of IPC products and networks.
  • Provide risk management services to deployment and operations teams by reviewing designs and procedures used in production deployment
  • Manage and operate team’s lab environment
  • Continue improving personal technical and product specific skills via company provided training and self-study
  • Support and coordinate Alpha and Beta releases of IPC products.
  • Work with Sales and Sales Engineering on special applications to meet customer requirements
  • Provide training to Technicians, Sales, Sales Support and other departments, when necessary.
  • Create installation and troubleshooting documentation, when necessary
  • Willing to travel on short notice
  • Willing to work alternate shifts, nights and weekends as required.
  • High energy, motivated engineer with prior experience in troubleshooting incidents and problems
  • Strong technical foundation to build upon - application layer training in Communications and Voice Recording technologies will be provided by IPC
  • Should have:
  • Strong understanding of Virtualization technologies, Networking and Operating Systems (Linux RedHat, Windows Servers):
  • Domains / Workgroups
  • User accounts and Services
  • Security (Key and certificate management and troubleshooting, authentication methods, secure communication protocols)
  • OS low level troubleshooting: CLI, log review, firewall and file operations
  • TCP/IP / DHCP / DNS / NTP
  • An understanding of VoIP and SIP
  • Experience working in a technical support role, preferably to external customers
  • Technical writing / drawing skills
  • Excellent verbal and written communication skills
  • Flexibility and willingness to work non-standard hours on occasion to meet customer demand.
  • Strong preference for:
  • Experience with IPC technologies, support of Cloud environments, PBX and Voice Recording
  • Server & Operating Systems Certifications:
  • Linux Certification (CompTIA, LPIC, or Red Hat), or
  • Microsoft Certification (MCSE, MCSA)
  • CompTIA Server+
  • Network / Telecommunications Certifications:
  • CompTIA Network+
  • Cisco Certifications (CCNA, CCNP, CCIE, CCVP)
  • Any advanced SIP certification (SSCA, etc)
  • Working experience with Splunk and/or Ansible
  • Familiarity with ITIL practices
  • Education and experience:
  • 4-8 years in Fintech, Information Technology or Telecommunications
  • 4-year college degree preferred with relevant experience
  • Minimum of two-year college degree with relevant experience

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