Job Summary

Customer Support Engineer

  • Location:
    Durham, North Carolina
  • Job reference:
    US_EN_6_40268_59717908
  • Contract Type:
    Contract/Temp to Hire

Modis is looking for a Customer Support Engineer in Raleigh, NC with a track record and desire to excel at both technical issue resolution and customer management. Multi-tasking and the ability to successfully manage multiple issues at once are necessary for the CSE. The CSE will also build and maintain relationships with our client's existing customers as well as work with new customers as they come on-line.
 
Responsibilities:


  • Support Unified Computing System platform inclusive of B and C series servers
  • Lead resolution of issues related to third party OS such as Windows Server, ESXi, RedHat/Oracle/SuSE
  • Knowledge in remote storage technologies including SAN/NFS/FCoE
  • Resolve issues related to RAID/local storage and other server technologies
  • Working knowledge in LDAP/AD directories/authentication
  • Provide tier one and tier two technical support.
  • Participate in daytime and weekend on-call rotation.
  • CSE is the owner of issues as they arrive and throughout the resolution process.
  • Create Methods Of Procedure (MOP) and action plans for post-sales projects.
  • Utilize the client's technical service lab to recreate and resolve customer issues.
  • Develop expertise in specific areas (i.e. technology, scripting, product, solution).
  • Transfer this skill in order to mentor colleagues and/or customers via presentations or documentation (technical tips, etc...).
  • Manage the issues/customers by setting expectations and meeting/exceeding those expectations to achieve the highest level of customer satisfaction.
  • Effectively communicate/escalate issues to engineering within the client, and resolutions/work-arounds to the customer.
  • Identify and submit software defects to improve product quality
  • Contribute ideas of how we can improve as a team, automate processes/tasks, and be willing to test ideas

 
The Customer Support Engineer will have the following major responsibilities:

  • Customer Support – represent the company’s technical capabilities and manage day-to-day technical needs of service provider customers.
  • Steer customer expectations according to product and network management capabilities.
  • Beta Support – drive successful new product introduction in partner labs and customer live network.
  • Perform ad hoc analyses and tasks as assigned
  • Utilize the vast number of resources provided to identify and resolve issues before engaging subject matter experts/technical leads

 
 
Required Skills:

  • Java, C, Python experience
  • Experience with Remote Customer Support
  • Strong Knowledge of Linux/Solaris/Unix on x86 server platforms.
  • Virtual environments such as VMWare, KVM or Hyper-V
  • Minimum of 4+ years’ experience or graduate school equivalent in the telecommunications industry.
  • Working knowledge of IP-related protocols including TCP/IP, UDP, VLANs, and general Routing and Switching protocols.
  • Linux environment expertise required
  • Virtual Network Functionality
  • Strong analytical, problem solving and organizational skills.
  • Strong written and verbal communication skills.
  • Experience with scripting and automation tools/languages
  • BS in Engineering/Computer Science/IT from accredited university/college
  • Experience with high availability service provider or data center environments
  • System Design, Configuration Management, Development and Deployment of virtual services in multiple environments

 
 
 
 


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All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

Equal employment opportunity information:
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