Job Description:
As part of the team, you will join a team of 30-Tier 3 Customer Support Engineers. These engineers specialize in one or more core technologies while understanding the foundations of network products, protocols, and effective methodologies. As a member of this team, you will be part of a collaborative team to provide support during critical network issues as well as leading a caseload of lower critical issues, specifically with IOS-XE.
Day to Day Responsibilities:
The successful High Touch Technical Services Engineer will effectively assess the customer's situation and help develop an action plan that will result in a resolution. This is an operations role, not a design/architecture role. This is heavy interaction with customers and troubleshooting the issues, via phone, chat, email. This role is NOT a help desk role. This person will be doing higher level troubleshooting that requires the SME to be very technical, working with multi-vendor, integrated solutions.
Engineers can sit anywhere in the US, but will need to provide support during 2nd and 3rd shift (EST):
2nd Shift: 5pm-1am EST
3rd Shift: 12:30am-8:30am EST
- 50% of the day (4 hrs) will be spent taking customer calls for support that fall within the network monitoring space. This will be operational and reactive. As cases
come in, this person will work them to resolution according to priority level.
- 50% of the day (4 hrs) will be spent working backlogs (cases that have accumulated and need to be resolved). This may involve working with other engineers
and/or in the virtual lab to reverse-engineer the customer's issue to derive troubleshooting steps for resolution.
Top Skills:
1) Experience supporting and troubleshooting IOS XE and IOS XR
2) Experience troubleshooting NCS servers (Network Controlled System)
3) Troubleshooting experience with ISR 1K, ISR 9K, 3850s, and Cat 9 switches
4) Communication/soft skills to effectively assist customers who are technical as well as non-technical
Nice to have skills:
Unix/Linux
Python
F5
Juniper
NetApp
Skills:
Network engineering, Troubleshooting, LAN, Switching, Network Controlled System, NCS, ISR 1K, ISR 9K, Cat 9, 3850, Linux, Unix, NetApp, Juniper, F5, Python
Top Skills Details:
Network engineering,Troubleshooting,LAN,Switching,Network Controlled System,NCS,ISR 1K,ISR 9K,Cat 9,3850
Additional Skills & Qualifications:
This person needs to be a self-starter who does not require hand-holding. They need to be able to figure things out quickly. Great customer service skills, communication, written and verbal, collaboration and work independently. Must be very outgoing and team-oriented.
About TEKsystems:
We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.