Spectraforce Technologies Inc.
Raleigh, NC
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Job Description :
Job Title: Linux Administrator
Location: Research Triangle Park, NC
Duration: 4 Months Contract

Summary:
Linux Administrator type needed
Regularly provides technical support expertise in a complex information infrastructure environment with the need to integrate Client’s Technology products and systems with other Client’s Technology and non-Client Technology computer systems being operated by customers.
Ability to convey sophisticated ongoing technical system support is critical to, and an essential component of, both Client Technology''s business operations and the business operations of Client Technology customers.
Applies technical support expertise to resolve customer issues. Customer requests may be received by Support Centers through automated dial-homes, voice initiated technical calls from Customers, Partners, remote maintenance calls, internal and field Client Technology employees, Chat and Web support calls.
Works closely with peers and internal SMEs to increase knowledge and resolve customer issues. Identifies and provides resolutions to technical problems.
Uses trouble-shooting tools, content and analytical practices to help determine best way to resolve identified and unidentified problems.

Principal responsibilities include:
Acts as a remote customer advocate to champion specific customer needs in collaboration with field team
Applies systems analysis techniques and procedures to determine hardware or software systems functionality
Applies technical knowledge to analyze and use highly technical troubleshooting tools and content and analytical practices; uses operational and diagnostic procedures to diagnose and resolve issues in unique and often complex customer environments
As a 24X7X365 organization, shift work, holidays, weekends and on-call responsibilities may be required
Assesses when it is necessary to engage or escalate to more senior resources to resolve more complex issues
Contributes and develops knowledge-based articles; may perform senior or expert level tasks for assigned products and skills; prepares articles for other TSEs and/or customers regarding technical solutions
Understands and uses sphere of influence extending outside of the department
Determines which tool(s) to use to resolve issues including running tests and be able to identify when deviation from the available troubleshooting tools and documents is appropriate
Effectively communicates procedural and technical issues to internal and external customers in a fast paced and customer critical environment
Interfaces directly with customers at different stages of problem resolution process including understanding issues customers are facing, communicating plans for resolution, explaining developments, and conveying resolution
Maintains a closed-loop"" communication style that ensures proper and consistent documentation in service request case notes; assuring all appropriate individuals are notified of ongoing issues and problem resolution status""
Manages own schedule of cases, which includes determining priority levels and negotiating and setting expectations with customers
Validates technical information and issues early warning and disseminates information as needed
Mentors and/or coaches less experienced TSEs, Helps develop and participate in presentations and informal training for other TSEs
Participates in eServices content creation (self-service) and maintenance such as Chat, Knowledgebase content, Support forums, etc.; regularly submits content to the knowledge database
Participating in and possibly leads conference calls with customers Knows their audience and articulate accordingly
Reviews technical solution articles for accuracy and completeness, and give feedback to the authors
Systematically gathers relevant information and analyzes a broad range of factors while working to diagnose and resolve issues
Works toward becoming subject matter expert in a particular area or areas


Client : Direct Client
             

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