Systems Engineer

Company Name:
PSG Global Solutions
-The Sr. Customer Support Engineer is responsible for providing daily technical support for customer issues as identified in the Remedy Call Management System.
-Will own the problem through resolution.
-Will respond to all remedy tickets in an expedient manner, providing clear and informative status entries, resolution entries and quality assurance closure with the customer.
-Will work to identify the root cause of any customer issue and strive to incorporate solutions that are correct, with zero rework.
-Provide leadership and mentoring pertaining to customer relations, technical expertise, effective communication and teamwork.
-In charge of maintaining a Windows-based server environment with over 1500 servers.
-Windows system builds including Windows Server 2003/2010 Enterprise, Standard and R2.
-VMware and virtualization builds.
-Citrix builds.
-Management of TSM backups and LM servers
-Setting up active directory domains/sites/DNS.
-Configuring and supporting terminal services on windows servers.
-Setting up and supporting windows print servers and printers.
-Support and troubleshoot Microsoft IIS operations and performance issues.
-Setting up windows performance monitors and evaluating logs to determine performance problems or recommending steps to remedy a situation.
-Creating group policies in windows AD.
-Troubleshooting windows blue screens and documenting them.
-Advanced hardware troubleshooting and replacement on windows server systems.
Project creation and execution on firmware upgrade\OS upgrades/hardware upgrades.
-Work out of our Remedy ticket tracking system to work on Trouble
-Tickets and Change Requests.
-Perform changes to customer systems while following strict guidelines for SAS70 compliance.
-Maintain 7x24 support of the Internet host servers.
-Rapidly evaluate/respond to all Remedy tickets with appropriate status entries, resolution descriptions and closure updates.
-Communicate with customers from problem identification through problem resolution regarding technical support.
-Continuously strive to improve the call closure cycle through documentation, resource enhancements and teamwork.
-Work change window events around NaviSites Data Center procedures.
-Work with other operation support teams to improve process flow.
Be on an on-call rotation with the rest of the team.
-4 to 5 years of relevant experience.
-Excellent technical skills.
-Has the ability to communicate effectively.
-Work well as a team; handle independent responsibilities.
-Knowledge of the capabilities and limitations of Servers.
-Expertise in Windows 2000-2010.
-Experience with configuration, installation and troubleshooting of WinXP, Win 2000, Win 2008-10.
-Knowledge of Compaq hardware.
-VMware is a must.
-Citrix experience.
-BS Computer Science, Computer Information Systems, or equivalent.
-Familiarity with TCP/IP network environments, including DNS and SMTP mail.
-Experience with Microsoft Internet Information Server (IIS).
-Must possess solid written and oral communication skills.
-Strong project/program management experience.
-Due to SIAS requirements, US Citizen is required.
Preferred skills:
-HP Data Protector, Evault, and Trend is a plus.
-UNIX and Linux experience a plus.
-Microsoft Certification Systems Engineer MCSE preferred.
When you get a quick minute, you can call me back at my direct line (415 813 3641). You can also reply to this email () with your updated resume if necessary and ill try to contact you back.
Should you not be interested but you know someone who can be a great fit, you can refer them to this email or my contact details. You can also provide me with their contact information so I can keep in touch with them. Thank you and have a great day!

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