Network management Customer Support Engineer

DURATION: Up to 18 months, renewed quarterly, based on business need, budget approvals and performance
WORK SITE: Onsite only at Richardson, TX INTERVIEW METHOD: 1st round – WebEx w/ Video / 2nd or 3rd - In person for finalists NO. OF POSITIONS: ONE
 

This Network Management Customer Support Engineer (CSE) position has the following responsibilities:
 
--Analyze, use and configure network management applications for medium to critical complexity Networks for external customers.
 
--Consult with customers via phone/email to debug network systems problems of growing levels of complexity; provides support on a world-wide basis.

--Manage workload and other assignments efficiently while being able to resolve time-critical situations reliable and professionally.
 
--Provide systems product training and mentoring to other CSE's and assist in problem resolution where required.
 
--Utilize test equipment and configurations in CSE lab to recreate simulations of customer's problems.
 
--Escalate systems and problems to appropriate internal resources and resolve on a timely basis.
 
--Accurately and completely document problems and solutions on case notes and bug reports.
 
--Utilize ongoing knowledge of supported management products in order to resolve issues and problems and ensure accurate information is communicated.
 
--Complete projects which improve the support processes as assigned.
 
 
• Minimum Requirements:
Linux/Unix knowledge above user-level and working in CLI. 
CCNA level networking knowledge or certification

• Desired Skills:
Customer support background
Experience with the Cisco Prime Infrastructure Products Strong SNMP knowledge Oracle MySQL expertise Java Knowledge Virtualization knowledge. VMWare, or KVM, or Hyper-V experience Python experience OpenStack knowledge
 
 
Required:
 
* Typically requires BS in CS or EE or equivalent plus 2-3 years related experience
 
* 2+ years working in CLI with UNIX/LINUX. knowledge above user-level. Would prefer RHCE certification

* 1+ years network management experience
 
* 1+ years exposure to networking products and protocols
  
* Ability to communicate effectively both verbally and in writing
 
* Ability to work with cross-functional teams
 
* Ability to determine problems and deliver known solutions
 
* Ability to work effectively with and provide guidance to other members of the work group
 
 
Desired  Product Knowledge:
 
* Network Management Software Knowledge (Cisco Prime Infrastructure, CiscoWorks, Solarwinds, HP Openview, Concord, Wireshark…)
 
 
Desired skill sets are associated with the following certifications or technologies:
 
* CCNA, CCNP
 
* Oracle OCA, OCP
 
* RHCS, Java, Unix, Perl

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