Position Overview
CTRL+V is looking for a Services Support Engineer to help support and grow our services business. As a Services Support Engineer, you will be working directly with customers and their engineering and architecture teams to develop, propose and implement solutions.
This is a Level 2 engineering position, providing onsite technical support to our customers in a data center environment.
Essential Functions
- Able to take direction, manage priorities and update site IT management as needed
- Works independently, receiving minimal supervision, with no instruction on routine work and general instruction on new assignments
- Monitor help desk tickets, manage the reception of a ticket through to completion and signoff, and escalate calls within given time guidelines when required.
- In-depth knowledge of data center server, storage, and networking equipment including servers, storage, switches, routers, chassis and supervisors.
- Fault diagnosis and troubleshooting to ensure effective repair of the products mentioned above
- Deliver upgrades and conversions including replacement of component parts
- Providing visual verifications to assist in remote troubleshooting
- Data Center walkthrough and information gathering
- Break/Fix, Disassembly/reassembly, troubleshooting
- Basic general enterprise knowledge and basic IT knowledge
- Process paperwork relevant to customer problems/upgrades
- Ability to work at customer sites and represent CTRL+V
- Spoken communication skills
- Good presentation
Qualifications and Experience
- Solid knowledge of network protocols TCP/IP, OSPF and DNS/WINS configurations
- Relevant industry experience in a complex LAN/WAN environment, supporting Cisco/Wintel environments.
- Knowledge and experience of VMware ESXi including installation and configuration of new hosts
- Experience working with industry-standard network protocols and configurations
- Advanced problem determination and troubleshooting of network hardware issues and network connections
- Ability to deliver solutions within a network project team
- Demonstrable problem-solving skills
- Ability to be analytical, research issues and resolutions
- General application knowledge of MS Office Suite, emulation programs, Wireshark and VPN client technologies.
- English, Spoken and Written
Deliverables
- On-site technical assistance
- Hardware installations
- Interface card removal and installation
- Inventory of equipment, recording of digital pictures and serial numbers
- Power cycling a router, server, switch, and soft-booting a server
- Moving equipment within space and cabinets
- Ladder racking, pre-wiring of patch panels and equipment
- Assembling, installing and maintaining cabling
- Verifying cable integrity on installed media
- Providing visual verifications
- Installing, replacing or removing equipment, such as a router, switch card, disk drive, memory, etc.
- Verifying demarcation points
- Assisting in uncrating equipment from boxes
- Extending patch cables from the patch panel to equipment
- Installation and configuration of VMware ESXi
- Configure remote management on server equipment (DRAC, iLO, etc.)
