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Job Description:
The Tech Support Engineer (TSE) position provides support on all NetScout Systems software/hardware products for customers and partners who have purchased NetScout Support. Technical support is provided based on pre-defined Service Level Agreements requiring contact, response, and resolution times to customers and partners.
Essential Responsibilities:
-The TSE is the primary point of contact for all post-sales issues for customers including but not limited to data entry, escalation of issues, testing, account management, and problem resolution
-The TSE is also responsible for establishing effective lines of communications with the management team, sales team, and support team
-The TSE needs to work with international customers and internal stakeholders on technical problem solving
-The TSE will also provide technical problem resolution for all products used by the customer and will fully document problem resolution in the Network General call tracking system
-The TSE is the person that will escalate unresolved problems to the appropriate escalation points and will tracks issues until resolved, providing regular status updates of the problem resolution progress to the customer
-The TSE will also be required to perform other duties as assigned
Requirements:
Qualifications/Education:
-M.S. or Bachelor degrees, in computer or technical related fields are desired.
-Industry Standard Certification(s) (CCIE, CCNP, CISSP, MCSE, etc)
Requirements:
-At least three years of full time experience in technical support or system engineering
-Fluent speaking and excellent writing skills in English; work/life experience in English spoken countries is a plus
-Strong background in Windows Server, Linux Server, Cisco routers, WAN & LAN technologies etc.
-Has a deep understanding of computer network architecture, protocols and services etc.
-Strong oral and written communication skills
-Enthusiasm for the technology and customer advocacy is a must
-A self-starter needing low-level day-to-day management time to get the job accomplished
-Strong logical thinking, problem solving, and crisis management
-Work directly with the customer's technical leads, project managers and senior management
-Experience configuring, deploying, and designing Cisco switch/router environments
-Ability to travel on short notice
Experience Desired:
-VoIP experience
-Experience within a telecommunications network
-Industry or professional organization certifications in computing fields are not required but highly desirable. Progress towards or completion of certifications with LINUX, Cisco, Microsoft and others is desired. Equivalent technical work experience, validated through references, is considered as relevant as certifications
-Experience in a wide-range of computer operating systems and software with emphasis on installation, troubleshooting, upgrading, integration and client/server operations is desired
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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