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Job Description:
At NetScout Systems, we have an appreciation for knowledge. If you're eager to apply your talent and drive, you will quickly discover that you can make a difference. We're looking for highly skilled individuals with the ambition it takes to achieve quality results.
We are currently looking for a Technical Support Engineer to join our Support Team to manage our largest and most active accounts. The person in this position will research and support cutting edge technology, in a fast-paced environment. Provide critical third level support to on the hottest and toughest issues. Work with developers and other support engineers who really believe in providing world-class customer service to resolve product issue.
Essential Responsibilities:
-Remotely troubleshoot and resolve complex product issues using the latest technology
-Interface with Engineering and SQA to resolve complex product issues
-Advise customers on network management best practices using NetScout product suite
-Provide documented in-depth technical solutions for customer and other engineers
-Manage caseload of multiple critical and managed care customers
-Provide best practice documentation on Network Management with our product
-Contribute to the development and ongoing improvement of Technical Support procedures and infrastructure
-Provide technical leadership to TAC support engineers
-Provide account focused support for selected customers
Requirements:
-Bachelor's Degree in Computer Science/Network Security or related discipline
-6 plus years in network management supporting external customers
-2 plus years in critical and managed customer care
-CCNA and proficiency in Linux administration required (CCNP preferred)
-Knowledge of Windows and Unix operating system environments
-Must possess an understanding of basic debugging techniques such as analysis of dump files, tracing, performance tuning and monitoring
-Hands-on experience with primary functionalities of a network analyzer or a packet-sniffer program for traffic captures
-Effective oral and written communication skills with an ability to clearly explain ideas and influence decisions
-Exceptional organizational, time management skills and ability to multi-task with strong attention to detail
-Solid problem solving skills
-Self-motivated and constantly looking for ways to improve both product and process
-Ability to work efficiently and effectively on complex customer issues within tight time constraints
-Ability to work 9-6pm & cover 11-8pm 1 x month
Additional Information:
The people behind our products are responsible for our company's success, and we take your career ambitions seriously. As a NetScout Systems employee, you'll enjoy a generous benefits package, including a liberal vacation policy, matching 401k plan, tuition reimbursement, medical, dental, domestic partner benefits, company-paid life insurance, short and long term disability and AD&D. We also offer both a Flexible Medical and Childcare Spending Account.
Application Instructions:
For immediate consideration, please apply by clicking on the below button, "Apply Online", or visit our Web site at www.netscout.com.
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