Description

Manage and resolve complex technical support cases across all severity levels in North Carolina.

Responsibilities

• Resolve support cases using ServiceNow and internal troubleshooting tools.
• Lead large multi-participant customer calls and high-priority escalations.
• Triage issues and escalate them to appropriate engineering groups.
• Create documentation, including FAQ and KB articles, for knowledge sharing.
• Manage multiple projects and support cases simultaneously with minimal instruction.

Required Skills

• Advanced knowledge of operating systems: Solaris, Linux, Windows, and VMware.
• Expertise in troubleshooting Networking, Latency, Replication, Performance, and Space issues.
• Subject matter expertise in NFS, S3, Native SMB, LDAP, or IPv6.
• Proficiency with LANs, WANs, and Storage Area Networks (SAN).
• Experience supporting hardware and software products in multi-platform environments.
• Experience with hardware dispatching.
• Proven technical troubleshooting skills in complex environments.
• Associate's Degree in Computer Science or a related technical field, or 3 years of direct experience.

Preferred Skills

• Fluency in Japanese or Spanish.
• Existing government clearance.

Key Skills

Education

Associates Degree