Technical Support Engineer 2 Job Description Template
Our company is looking for a Technical Support Engineer 2 to join our team.
Responsibilities:
- Use troubleshooting techniques and tools to identify root cause of complex technical scenarios;
- Work on highly complex customer technical issues requiring sound judgment in order to resolve problems and provide recommendations;
- Demonstrate case management skills for each customer/case by managing timelines, complexity, and communications;
- Document problems, diagnostics, interactions, next steps, and solutions implementation in a CRM tool;
- Troubleshoot and resolve complex customer technical problems across datacenter-wide environments;
- Follow up with customers via phone and email to ensure accurate resolution for their technical issues.
Requirements:
- Analytical ability to gather and interpret data;
- Excellent customer service and communication skills, with a no-barriers attitude towards helping others;
- Fault Isolation and Troubleshooting Methodology;
- Competent knowledge of current industry products and technologies;
- Proven skill troubleshooting and Configuring Network Infrastructure, Server Hardware and Operating Systems, and/or NAS/SAN Solutions;
- Competent Knowledge in one or more of the following technologies, Network Switching and/or Routing, Linux, or Virtualization;
- 4-6 years of relevant experience or equivalent combination of education and work experience (Undergraduate degree and 0-2 years relevant experience);
- Engineering-level certifications, such as: Network+, CCENT, CCNA or higher, LPI-2 or RHCE, VCP–DCV, VCP-NV, or equivalent;
- Proven skill Installing, Configuring and Troubleshooting Network Infrastructure, Server Hardware and Operating Systems, and/or NAS/SAN Solutions.