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Job Detail

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Smart Services Technical Support Engineer

Contract

Austin, TX

Posted on Dec 5, 2017

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GDH Consulting is currently seeking a Technical Support Engineer for our direct client in Austin, TX.  This position is a contract position, and has an option for conversion to a direct employee.  This position does not allow remote support, and is required to be on-site and local to Austin, TX.  All qualified candidates must be legally authorized to work in the United States.


Overall responsibility


The Technical Support Engineer’s (TSE) primary responsibility is to manage cases opened via our customer’s Technical Support team for the Smart Portal and Common Services Platform Collector (CSPC).

 

The CSPC collects data from customers’ network devices, and transfers it from the customer’s network to provider so it may be processed and reports may be generated. Customers utilize the Smart Portal for inventory reporting and analysis. The TSE will be responsible for either troubleshooting or escalating the issue and updating the case accordingly.


Key areas of responsibility

  • Manage cases opened by external customers via Customer’s Technical Support team
  • Troubleshoot issue as defined in the case; escalate by opening a collaboration with technical?lead; or reassign the case to another team should the issue be outside of our jurisdiction 
  • Update all cases through the case management system, ensuring accurate and timely notes are kept for all customer interactions and completed tasks 

Skills required

  • Proficient in both Linux and Unix 
  • Knowledge with network protocols-Telnet, SSH, SNMP, Ping 
  • Ability to think strategically and work independently 
  • Ability to prioritize and organize multiple projects/requests of varying importance and time sensitivity 
  • Strong time management capabilities
  • Must be able to learn and work quickly under pressure
  • Excellent technical skills
  • Well-spoken and well written

Preferred Qualifications

  • A bachelor’s degree in computer or electrical engineering 
  • Customer service experience 
  • Reliable and dependable work ethic 
  • System administration experience 



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GDH Consulting, Inc. provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetic information, veteran’s status or any other category protected by law. In addition to federal law requirements, GDH Consulting, Inc. complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities and/or employees. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, benefits and training.