Address
Form of workJob Description
Senior Technical Support Engineer
Models: V890 V880, V490, V240 V210 V120
E3500 E4500
T4-1, T4-2 T3-4
Bordentown, NJ
Full-time & or contractor
Contractor $55 - $75 per HR
Job Description
Data Vista, a nation-wide computer service and support company located in Bordentown, NJ is provides certain midrange service, tape library and peripheral, networking and storage library hardware maintenance services and is currently seeking a "Senior Technical Support Engineer". The candidate is responsible to perform certain tasks related to the Data Vista Technical Support Department. Tasks may include receiving and processing inbound service calls, tracking and monitoring status of such calls, and adhering to department processes and regulating daily work flow and activities within Technical Support. Candidate must ensure that all customer inquiries are acknowledged and comply or exceed Contract Service Level Agreements. This position also provides an advanced level of technical assistance to all our customers.
The Senior Technical Support Engineer is responsible for all levels of phone, email and onsite support to Field Engineers and customers on troubleshooting and diagnosis to resolution. We need strong enterprise level repair troubleshooting experience with servers, storage, tape libraries, disk arrays in a large data center environment. A field tech looking to move into a desk position with a good skillset. Someone with break fix skills on , Dell & IBM X86, Sun/Oracle, etc. The position schedule is Monday-Friday but TSE is expected to work cases when they roll into afterhours, ETC.
Responsibilities:
-Provide second/Third-level telephone Technical Support wherever required.
-Identify and prepare parts for dispatch to site or to engineers.
- Track issues and escalations and communicate to co-workers and management.
- Must be able to multitask, and provide and demonstrate excellent customer service
-Be available for after-hours telephone support.
-Provide phone support service to meet 24x7 SLA.
-Ensure all calls are closed within SLA.
-Update database with call status and information and ensure all parties are informed.
-Evaluate and understand new products for training purposes.
- Monthly lab training seminars
-Provide support, guidance and assistance to Junior Technical Support Engineers or Technical Support Engineers.
-Ensure test beds are kept operational.
-Leave testing areas neat and tidy.
-Ability to multi-task and maintain priorities.
-Ability to maintain excellent customer service rapport.
-Any other duties which may from time to time be requested by Technical Support Manager or Management.
Qualifications
-Minimum of 10 years technical experience in a hardware break/fix environment for enterprise level servers, disk and tape storage arrays and libraries.
-Looking for individuals strong in enterprise level repair troubleshooting with servers, storage, tape libraries, disk arrays in a large data center environment. Break/fix skills on Dell, IBM, HPE, Quantum, Netapps, EMC, Hitachi, Oracle, etc.-Be extremely detail oriented, organized, and professional.
-Proficiency in Windows based applications, Microsoft Word and Excel
- IT Certification a plus.
-B.S. in related field is a plus.
- NOTE: Data Vista is a 24x7 work environment though typical hours for this position is Monday thru Friday during business hours
- Candidate must speak fluent English and have ability to commute to office during business hours
- All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or national origin
- Casual dress attire is permitted. Pay is commensurate on experience and skill set.
-Valid Driver’s license
Job Type: Full-time
