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Job Information
Job title

Level 2 Escalation Engineer

Company Excell Data
Wage between $0.00 - $0.00 Hourly
Location United States, California, San Jose
Employment type Contract to Perm
Education Bachelor
Year Experience 3 - 4 Years of Practical Experience
Travel Not Specified
Published on 9/5/2008
Description
For this contract-to-hire position, you will bring your experience as Support Analyst to this industry leader in application-aware storage.



Your responsibilities will include:

  • Provide advanced (escalation) level technical support function in a 24x7 enterprise focusing on diagnosing, reproducing & fixing software & hardware issues


  • Replicating, characterizing, and driving corrective actions of escalated customer issues by working closely with cross-functional organizations (Technical Support, Development, QA, Operations, Manufacturing)
  • Creating reproducible test cases, filing bug reports, and coordinating delivery of fixes
  • Responsible for escalation documentation and authoring knowledge base articles
  • Defining and driving requirements of new product diagnostic and serviceability features
  • Acting as a technical resource to any member of the team
  • Acting as essential interface with field support, sales and professional services groups
  • Managing relationships to ensure a positive overall customer experience
  • Providing management and coordination skills to ensure customer satisfaction in any customer situation


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    Experience/Skills

    • BSCS, EE or related field
    • Current MCSE or MCSD a plus
    • 5+ years of industry experience in system administration or senior levels of technical support, with strong hands-on skills in storage management
    • 3 + Years direct experience with Microsoft Windows platforms in extended lab or production environments. Experience in a start-up environment desired
    • In depth understanding of: Windows (NT/2K/2K3/XP) and UNIX (Solaris, AIX, HP-UX, Linux); Ethernet, routers, switches, network routing, TCP/IP, NetBIOS, packet capture analysis; DNS, WINS, NIS, Files; NTLM, Kerberos, LDAP (AD); SCSI, RAID, FCP; Oracle, SQL.
    • Experience troubleshooting & interfacing with storage systems, both NAS and SAN. NTFS, MPT, GPT, Basic and Dynamic Volumes
    • Experience in storage protocols (CIFS, NFS), back-up applications (Veritas, Legato), and data migration tools
    • BS Computer Science with specialization in IS
    • 3+ years of Oracle Application development experience
    • Experience with certain aspects of Oracle Apps (11.0.3/11i) and Oracle Database (8i/9i/10g//10g RAC) in large scale UNIX & Linux environments
    • Some understanding of Oracle Applications modules, preferably in the CRM space
      Experience in managing & working through Oracle's TAR escalation process, applying software patches and upgrading the Oracle Apps environment
    • Strong interpersonal, communication and client facing skills
    • Ability to take direction on large development projects and deliver on set expectations
    • Team player with hard working "do what it takes" attitude.




    Other desired skills:
    Level 2 Escalation Engineer
    • This job has expired.