Enterprise Technical Support Engineer

Location

Oregon State | United States

Job description

Summary: 

This position is an exciting opportunity to be a lead point person and problem solver for NISC Technical Support. You will work in a team environment to provide quality IT support to NISC customers nationwide. The technical emphasis of this position is supporting and managing NISC customer systems in a Linux Server, Windows Server, and Cloud environment. 

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Essential Duties:  

• Serve as the lead point person for support of the system administration of all NISC supported servers and desktop applications. 
• Perform complex level troubleshooting, training (on or offsite), and on-going support for Member/Customers. 
• Perform Member/Customer support via ACD (when required) and change requests followed up to resolution in addition to assisting other team members with their Change Requests. 
• Research issues and collaborate with other teams to resolve complex technical application problems for members. 
• May be called upon to lead and oversee work related to the Member Information Conference, Regional Workshops and advise on other internal Technical Services initiatives. 
• Oversee and manage training given to coworkers as a Subject Matter Expert for the team. 
• Serve as lead team member and point person for direction and resolution of all technical areas spanning the enterprise. 
• Mentor other team members and act as Subject Matter Expert for the team. 
• Serve as liaison to internal teams across divisions on leading changes or enhancements in relation to technical initiatives.  
• Serve as technical services point person for large and complex Member/Customer sites. 
• Lead and oversee the resolution of complicated, high priority, and escalated technical challenges and provide escalated support for NISC technical support team. 
• Lead and oversee root cause research, analysis, and remediation of infrastructure, server, application performance issues, and system downtime events. 
• Proactively monitor technical support issues and identify patterns while collaborating with research and development team to address these issues. 
• Part of internal escalation team that works across divisional lines to solve complex technical issues. 
• Other duties as assigned. 
• Commitment to NISC’s Statement of Shared Values.

Knowledge, Skills & Abilities Preferred: 

• 15+ years of related experience preferred. 
• Mastery level knowledge of Linux operating systems. 
• Mastery level knowledge of the setup and support of Microsoft Windows Server operating systems. 
• Mastery level knowledge of the setup and support of TCP/IP networks as it relates to NISC systems. 
• Mastery level knowledge of business-related software applications and services. 
• Advanced level knowledge of Service Level Management best practices. 
• Advanced level knowledge of the Utility or Telecom Industry. 
• Superior research and problem-solving skills with a superior attention to detail. 
• Excellent verbal and written communication skills. 
• Superior presentation and training skills. 
• Excellent telephone etiquette and an ability to deal effectively with members. 
• Superior ability to organize, prioritize, and adapt to change. 
• Superior ability to interact in a positive manner with internal and external contacts. 
• Superior ability to demonstrate professionalism. 
• Superior ability to demonstrate initiative and accountability.  
• Superior ability to troubleshoot. 
• Ability to travel as often as necessary to meet the goals and objectives of the position. 
• Superior ability to mentor. 
• Demonstrated technical leader, problem-solver, and subject matter expert. 

NISC’s Shared Values & Competencies: 

• Integrity – We are committed to doing the right thing – always. 
• Relationships – We are committed to building and preserving lasting relationships. 
• Innovation – We promote the spirit of creativity and champion new ideas. 
• Teamwork – We exemplify the cooperative spirit by working together. 
• Empowerment – We believe individuals have the power to make a difference. 
• Personal Development – We believe the free exchange of knowledge and information is absolutely necessary to the success of each individual and the organization. 

Education Preferred: 

Bachelor’s Degree in a related field and equivalent experience required. 

Other Qualifications/Certifications Preferred: 

At minimum, one certification in Linux, MCSE, or A+ required. 

Minimum Physical Requirements: 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the essential functions of this position, employees must be able to see and communicate.  Employees are regularly required to maintain a stationary position, move, and operate computer keyboards or office equipment. 

Disclaimer: 

Management may modify this job description by assigning or reassigning duties and responsibilities at any time.  

Job tags

Salary