Technical Support Engineer

Responsibilities

Advanced ServiceNow Case management 
Proactively seek to understand customer expectations. 
Answer and resolve support cases across all severity levels. 
Actively engage the customer in professional manner via variety of methods. 
Own, track and maintain clear, concise, and positive communication for all cases in a timely and efficient manner including follow-ups with customers, team members, and engineers;
Experience balancing workloads across teams
Provide ideas and assist with creation of documentation FAQ / KB article when needed
Troubleshoot, research, and resolve issues, using internal tools, and knowledge base, peer to peer collaboration and other tools you will learn in this role.
Manage multiple projects/support cases simultaneously.
Champion customer issues internally and represent the company externally.
Leads large multi participant customer calls, including hot escalations.
Normally receives little instruction on day-to-day work, general instructions on new assignments.
Weekend, holiday, and on call duties as required.

Qualifications

WHAT YOU NEED TO BRING TO THE ROLE......

Associates Degree +1 year experience or 3 years direct experience 
Good organizational and time-management skills. 
Exceptional interpersonal skills. 
Proven ability to resolve customer problems, and escalations utilizing appropriate internal and external resources. 
Proven technical troubleshooting skills in a complex multi-platform-system-vendor environment. 
Experience in supporting both hardware, and software products. 
Ability to triage issues, and escalate them to appropriate engineering groups as necessary 
Advanced to expert knowledge of technologies such as operating systems (Solaris, LINUX, Windows, VMware), LANs & WANs, and storage area networks. 
Advanced knowledge and ability to troubleshoot Networking, Latency , Replication, Performance and Space issues. 
Demonstration of subject matter expertise in one or more of the following: NFS, S3, Native SMB, LDAP, IPv6. 
Experience with dispatching hardware 
Shift: Monday - Friday from 8am - 5pm EST 
Associates/Bachelor’s Degree in Computer Science or related technical field or relevant experience 
Second language preferred not required. (Japanese or Spanish) 
Government clearance is desired