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Description and Requirements
The Enterprise Services Support Engineer will be responsible for:
- A high focus on customer CSATs
- Providing technical support through eTicketing and chat functions as a secondary "overflow" agent
- Resolving complex and collaborative calls with Level 3 teams and hardware/software development teams
- Documenting accurate and high-quality trouble tickets, incident reports, and knowledge base updates
- Recreating customer issues using logs, system management tools, and industry-standard problem resolution tools and protocols
- Ensuring customer incident resolution at industry-leading closure rates
- Assigning tickets to the appropriate support engineers based on required skillsets
- Monitoring Premier support queues and assigning incidents before missing response time SLAs
Basic Qualifications:
- 3+ years of direct contact center experience as a level ½ agent in similar Intel or AMD hardware environments
- 3+ years of solution-level troubleshooting experience for appropriate data collection and isolation
- 3+ years of network, server, and storage troubleshooting experience
Preferred Qualifications:
- Knowledge of VMware, Microsoft, Red Hat, and SUSE operating systems
- Microsoft MCSA and MCSE certifications in server operating systems, infrastructure, and cloud
- Knowledge of Hyperconverged Technologies such as Nutanix, Azure, VSAN, etc.
- Experience with containers such as Rancher, Kubernetes, Docker, and Tanzu
- Nutanix NCA, NCP-MCI, and NCM-MCI certifications a PLUS
- VMware NCP-DCV, NSX, and vSAN certifications a PLUS
We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, religion, sexual orientation, gender identity, national origin, status as a veteran, and basis of disability or any federal, state, or local protected class.
Additional Locations:
* United States of America - North Carolina - Morrisville