Associate - Technical Support Engineer Jobs in Sutherland Global Services

 Responsibilities:

• VISE will work with field engineers on a technical level to troubleshoot and restore service to customer location
• VISE will give technical direction to field engineers remotely.
• A VISE engineer will be assigned ownership of a task and will be responsible for driving final resolution.
• A VISE engineer is expected to work in a team capacity, assisting other team members both technically and administratively.
• The VISE team will be expected to document VISE action plans (VAP) to field engineers
• VISE will have the ability to generate collaboration sessions with field engineers and or customers to troubleshoot and restore Cisco devices
• The VISE Engineer will record the initial details, subsequent updates throughout the duration of the task, document resolution and close the task upon completion of the necessary actions.
• VISE will be expected to perform “queue prep” prior to the start of shift, adding descriptions or pushing dispatches to other queues.
• VISE will be expected to stay 30 minutes after “queue end” in the event a dispatch needs to be handed over to the following theater.
• The VISE Engineer will maintain continuous contact with the Field Engineer throughout the resolution process for Tasks, including but not limited to, advising on the progress of the Task, and providing resolution of the Task
• Escalating with Cisco’s logistics organization on missing or late part deliveries
• Escalating to upper tier support (VSET or TAC) when reaching the end of knowledge limit within a timely and concise manner per procedures
• Providing logistics instructions and Customer details to the FE
• VISE team will be expected to take both minimal to moderately technical and administrative escalation from other teams, field engineers and customer
• Tracking field engineers when they do not make contact with VISE at committed ETA.

Qualifications/ Skills:

Required skillsets and experience:

• 1 – 2 years’ experience conducting remote technical support with business customers
• Knowledgeable in Cisco OS / UCSM GUI / CIMC
• Knowledgeable in UCS Server hardware troubleshooting (FRU component level; B & C series)
• Knowledgeable in Cisco device hardware troubleshooting (FRU component level; including but not limited to Route, Switch, ASA, Telepresence, etc.)
• Experience loading firmware/IOS images to Cisco devices/servers
• Experience applying customer configurations to Cisco devices/servers
• Minimal to moderate level of troubleshooting different scenarios encountered during RMA replacement or troubleshooting only call (FE only sent out on dispatch)
• Restoration from common or failed upgrades
• Excellent customer service and phone skills
• Very strong English language written and verbal skills – B2 GLA/Berlitz

Education and Certifications:

• Associates degree in Information Technology or equivalent experience

• CompTIA, Cisco Certifications (CCNA, etc.) a plus but not required