Description:Expert Care National (ECN) within the US Public Sector organization, delivers rapid-response T2 and T3-level technical support to Civilian, SLED, and US State and Local government agencies. Their support spans multiple disciplines: R/S, Security, Collaboration, Datacenter, Wireless, Service Provider (both hardware and software) in support of customers network infrastructure to independently solve & debug product problems.Job Description:As part of the ECN team, you will join a team of 30-Tier 3 Customer Support Engineers. ECN engineers specialize in one or more core technologies while understanding the foundations of the 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 ACI and Nexus. 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 their federal 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 EST3rd 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 troubleshooting complex issues with ACI and Nexus 2) Strong Routing/Switching skills: OSPF, BGP, EIGRP3) Communication/soft skills to effectively assist customers who are technical as well as non-technical Nice to Haves Skills: CCNP certsKubernetesLinux/UnixPythonSkills:Network engineering, Router, Switches, Troubleshooting, ACI, Nexus, Kubernetes, Linux, Unix, Python, ACI certificationTop Skills Details:Network engineering, Router, Switches, Troubleshooting, ACI, NexusAdditional 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.Experience Level:Expert LevelAbout 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.