Support Engineer -Tier2 # 77626-1 in Irving, TX at Volt

Date Posted: 2/28/2018

Job Snapshot

  • Employee Type:
  • Location:
    Irving, TX
  • Job Type:
  • Duration:
    24 weeks
  • Date Posted:
  • Job ID:
  • Contact Name
    Volt Branch
  • Phone

Job Description

  • Be available to take ownership of new cases and escalations via telephone and Web and provide support to enterprise customers and partners.
  • Scope a customer’s issue by collecting the relevant facts; investigate the problem by doing your own research and by involving other teams as needed. 
  • Consult and collaborate with your immediate peers or colleagues around the world. Escalate to management as necessary, acting internally as a customer advocate and keeping the customers informed. Collaborate with management and engineering to resolve service issues. 
  • Ensure that each support request owned by you is handled as per our Service Level Agreement (SLA) and to the highest possible customer satisfaction by setting the right expectations and fulfilling your commitments. 
  • Document your technical work and research in detailed and comprehensive manner.

Prioritize your work to accomplish the most important and urgent requests first. - Maintain a proactive approach to customer happiness, identifying and correcting customer satisfaction concerns before they become problems. 

Technical skills in at least one area:

• Microsoft Azure

• Windows System Administration/Virtualization

• Windows scripting or PowerShell

• Familiarity with Active Directory, Security, OS Internals concepts

• Understanding of Virtualization concepts and virtual system administration

• Familiarity with system management tools such as SCOM

• Experience with Hyper-V configuration and administration

• Networking

• Familiarity with networking concepts including VIPs, NAT, DNS

• Familiarity with networking tools (ping, tracert, tracemon, wire shark, etc.)

• Familiarity with routing and routing protocols such as BGP or OSPF.

• Understanding of load balancing, geo-redundancy, CDN and VPN technologies preferred

• Understanding of the OSI model and related concepts

• Linux OSS (Preferred but not required)