Systems Engineer I (Support)
Shift: 2nd and 3rd shift
Location: SLC, UT
A Systems Engineer I is responsible for managing/resolving customer technical support issues in both a proactive and reactive manner, while maximizing customer satisfaction.
Duties and Responsibilities:
The duties and responsibilities of a Systems Engineer I are as follows:
- Phone support - answer incoming support calls and develop an action plan for problem resolution. Support calls also arrive by email. Along with phone conversation, there is a lot of email communication between a Systems Engineer I, customers, and vendors.
- Documentation - any support issues are logged and documented in a database. This documentation is vital to the role as a Systems Engineer I.
- Research - many support issues are unique in nature and much time must be spent researching the problem. Useful resources include the Internet, product vendors, product manuals, and hardware / software availability in the lab.
- 7x24 Support - A Systems Engineer I is required to participate in 7x24 (around-the- clock) support. Engineers on 7x24 Support are required to carry a pager, cell phone, and laptop and are responsible for all support calls that take place after business hours.
- Salesperson - A Systems Engineer I is often in situations where potential sales opportunities may arise. An engineer should always try to uncover new areas with a customer that may lead to a potential sale for the company.
Knowledge, Skills, and Ability Required:
A Systems Engineer I should have 1 - 2 years experience in the client-server industry. Other requirements include knowledge and experience with UNIX (Solaris in particular). This position also requires a strong level of communication skills, both verbal and written. A Systems Engineer I must also have excellent phone skills. One in this position must be team oriented, self motivated, and able to manage many small tasks / projects at once. One must be proficient at troubleshooting technical problems, and should also be able to handle irate customers.
Desirable knowledge:
Experience in one or more of the following:
- Sun Solaris 9, 10
- Windows
- Microsoft Exchange
- Linux
- Symantec Netbackup
- Symantec Storage Foundation
- NetApp
Minimum Education and Experience:
The minimum education and experience for a Systems Engineer I is as follows:
- 4 year degree in Computer Science or related field
- Experience in computer operation, system administration and or, customer support
