Technical Support Engineer

Technical Support Engineer
Location US-Remote (United States)
Job ID 11357
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Overview of Job Function:
Verint Systems, Inc. has an immediate Technical Support Engineer opening available (US-Remote).
The Technical Support Engineer will be responsible for providing technical leadership, performing data analysis, and the coordination and performance of root cause analysis of platforms to ensure that they are running a peak efficiency and that issues are detected before they present an issue (proactive event troubleshooting), and also for the identification of longer term persistent issues (reactive event troubleshooting). This position will also be responsible to lead and execute assigned projects as determined by IT Services management.
Principal Duties and Essential Responsibilities:
+ Performing analysis using Splunk and other monitoring and data analysis tools to proactively identify corrective actions on systems and services.
+ Performing analysis using Splunk and other monitoring and data analysis tools to reactively identify root cause of persistent issues and provide action plan to apply corrective actions.
+ Responsible for investigation of issue root cause on technical escalation events.
+ Lead and participate in IT Service Desk projects
+ Lead resolution of escalated customer issues to ensure those issues are resolved and appropriate remediation actions are taken if required.
+ Invokes problem escalation procedures to coordinate recovery and restoral efforts.
+ Isolates problem trends and ensures that troubleshooting efforts are completed for recurring problems until permanent solutions are found and documents support knowledgebase accordingly.
+ Interfaces with users of technology, employing a high degree of tact and diplomacy to promote a positive image of the department.Resolves problem situations in a professional manner and accurately communicates pertinent information.
+ Ability to manage multiple high priority initiatives in a fast paced highly technical environment.
+ Performs other duties and responsibilities as assigned by IT Services management.
Minimum Requirements:
+ Bachelor?s degree in IT field of study or equivalent years of experience is required.
+ 3+ Years of technical support or data analytics experience with demonstrated technical complexity growth.
+ Working knowledge of Microsoft technologies including Active Directory, Windows Server and workstation operating systems
+ Working knowledge of monitoring tools such as Splunk, Zabix, etc.
+ Working knowledge of networking technologies/protocols including TCP/IP, and VPN.
+ Excellent written and verbal communications skills.
+ Must have very strong multi-tasking, organizational, and documentation skills.
+ Must have strong customer service skills.
+ Experience with presenting complex technical concepts to both technical and non-technical personnel.
+ Highly organized individual with excellent time management skills; highly flexible individual who can handle frequent deadlines and unplanned requests for quick action or response.
+ Successful completion of a background screening process including, but not limited to, employment verifications, criminal search, OFAC and a Social Security verification
Preferred Requirements:
+ A+ or MCSE Certification.
+ Technical experience with Cisco product suite.
+ Technical experience with additional operating systems including MAC OS and Linux.
+ Experience in dealing with difficult interpersonal situations regarding technical support issues. 8d5551d4255f4a84b525b8c33b160e87

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