Please direct your responses to: kimchi.nguyen@experis.com
Title: Technical Lead - Networking Support
Location: San Jose, CA
Duration: 12+ months
Provide technical leadership and mentoring to a team of Level 1 and Level 0 CSTG Support Technical Support Engineers (TSE). Ensure that all of the collectors (CNC/CSPC) and NP accounts supported by that team are maintained in good operating condition. The Technical Lead is a senior TSE with lots of hands on experience supporting CSTG Products.
Responsibilities:
1. Perform Level 1 CSTG Support Technical Support Engineer (TSE) responsibilities for assigned accounts
2. Conduct bi-weekly technical reviews of all collectors supported by the team. Identify potential technical problems and resolve it. Assist the team with issues, accomplishments, collector deployments and collector goals (e.g. replacement, software upgrades, Solaris Patches, etc).
3. Mentor and provide technical and guidance assistance to team members (L1/L0 CSTG Support TSEs). Provide CSTG Product technical training to team members.
4. Ensure that best practices, processes, and methods are being used by all team members to quickly identify the cause of technical problems with CSTG Products. Develop and communicate support best practices to the team.
5. Perform tasks using NP Tech Lead Tool to fulfill requests from TSEs for:
a. Adding users to NP
b. Adding users to Restricted Account
c. Add new collector to NP
d. Cancelling downloads or profile
e. Manual CNC/CSPC File Upload
f. Prioritize downloads and profiles
g. Start Full profiling for Inventory and Features
h. Re-queue failed downloads, reports or profiles
6. Interact weekly with CSTG Support L3 Escalation Engineers to prioritize the cases escalated by the team. Maintain awareness about the status of all escalated cases.
7. Ensure all action is taken to obtain customer approval to provide remote access to collector. Provide assistance as needed to TSEs during their collector deployments. Mentor the TSEs and provide answers at an expert level to TSE and customer questions about collector deployments and security. Provide reports about collector deployment status to the CSTG Support Regional Manager for the accounts supported by the team.
8. Perform CSTG Product Beta release testing. Install Beta version of CSTG Product, process a minimum of 25% of the test cases designed for the Beta build and provide weekly written report to CSTG Development Team about areas of success and areas that need improvement for the assigned Beta accounts.
9. Support the CSTG Services and Support PRR Team with new product development projects.
a. Read the PRD, SFS, and Design Documents for their assigned product
b. Document their comments for customers and CSTG Engineers to implement and use the proposed product features
c. Document their recommendations to make the proposed Product features easier to implement and use
d. Solicit feedback from other CSTG Services Tech Leads by the designated Tech Lead
e. Present their comments and recommendations to the CSTG Product Development Team
10. Maintain awareness about CSTG Products by demonstrating expert knowledge about Top Issues, problems corrected by each released version of CSTG Product patch, and the operating system software requirements (e.g. clusters, patches, etc) needed to support good operation.
11. Ensure that all support cases created for accounts assigned to the team are responded to within SLA guidelines and that the notes for each case are updated according to CSTG Support process to reflect status and action taken to resolve that case.
12. Act as backup to the CDV Program Manager when the CDV Program Manager is not available for an extended period of time. Ensure CDV accounts have accuracy at 95%. Distribute CDV bi-weekly status reports and conduct bi-weekly reviews with CSTG TSEs for their CDV accounts.
Required:
- Bachelor Degree and 5+ years of experience in UNIX Systems Administrator
- Excellent communications, presentations, team lead and technical skills
- Basic UNIX script writing, routing and switching concepts
- MS Word, PowerPoint, Exce
- On-going education to receive networking certification is preferred
- Accurate Record keeping / case notes / admin tasks
- Minimum supervision capable of extracting actionable tasks from broad objectives received from CSTG Regional Support Mgr
Please email resume to the below contact for immediate consideration.
Thank you.
Kim Nguyen
Technical Recruiter
408-369-4109
kimchi.nguyen@experis.com
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