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.)