Support / Senior Engineer Job Description

Support / Senior Engineer Job Description

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Support / senior engineer provides technical and operational support of Microsoft Windows server operating systems, including supporting enterprise DNS, WINS, DHCP, Group Policy, permissions, and hosted application support.

Support / Senior Engineer Duties & Responsibilities

To write an effective support / senior engineer job description, begin by listing detailed duties, responsibilities and expectations. We have included support / senior engineer job description templates that you can modify and use.

Sample responsibilities for this position include:

Set up and configure new laptops and desktops
Document IT processes, specifications and DR/BCP processes
Carry out proactive daily checks as communicated by client
Owning customer issues from first report through resolution and follow-up
Identifying customer errors and investigating product issues in real-time, high-pressure environments
Working with Professional Services, R&D, and Product Management to escalate and resolve customer issues
Representing voice-of-customer input in product planning and prioritization forums
Analyzing trends and provide recommendations to help improve Products and Support processes
Producing content for technical bulletins, FAQs, to enable customers to diagnose and address product questions and issues
Maintaining flexible hours to provide 24×7 global coverage

Support / Senior Engineer Qualifications

Qualifications for a job description may include education, certification, and experience.

Licensing or Certifications for Support / Senior Engineer

List any licenses or certifications required by the position: VCP, MCSE, ITIL, MCSA, MCS, JAVA, SSL, RHCE, MCITP, ISO17025

Education for Support / Senior Engineer

Typically a job would require a certain level of education.

Employers hiring for the support / senior engineer job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Collage Degree in Computer Science, Engineering, Technical, Physics, Science, Engineering Technology, Education, Math, Mathematics, Information Systems

Skills for Support / Senior Engineer

Desired skills for support / senior engineer include:

Peer-to-peer protocols/applications
Practical situations
Windows operating systems and networking preferably from a system administration background
BGP
Enterprise Backup and Recovery software
OSPF
Appropriate networks
DHCP
DNS
Layer 2

Desired experience for support / senior engineer includes:

Knowledge of Jira, Confluence, Sharepoint and other collaboration tools
Knowledge of ITIL, Agile, Kanban would be a plus
Strong interpersonal skills and the ability to work independently in a team environment
Familiarity with Cloud concepts and technologies (vCloud Director, Amazon, OpenStack)
Familiarity with Cloud orchestration tools a plus (Chef, Puppet, vCenter Orchestrator)
Candidates must also have strong customer service, accurate and logical problem solving, communication skills, and the ability to work in a team environment

Support / Senior Engineer Examples

1

Support / Senior Engineer Job Description

Job Description Example
Our company is growing rapidly and is searching for experienced candidates for the position of support / senior engineer. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for support / senior engineer
  • Should be good at Debugging the systems and perform detailed analysis to determine root causes leading to the problems
  • Provide detailed design documentation, test plans and high quality source code
  • Document resolutions as part of Production Support
  • Manage customer issues related to the installation, configuration, and implementation of Jaspersoft products on a timely basis \, provide effective and clear communication, and establish appropriate expectations with clients
  • Thoroughly document all aspect of the product including creation of run-books, training material, knowledge base articles, how-to guides
  • Acts as the senior liaison between office and systems integrators and/or vendors when appropriate
  • Provide senior level leadership in technical projects including the design, development, documentation, analysis, creation or testing of computer systems based on user or system design specifications
  • Provide senior level leadership while working with FTI practice areas and corporate staff to establish technology user requirements that the entire ITG will use to define and design solutions
  • Acts as a senior level advocate for the staff in the resolution of any and all computer-related problems or issues
  • Provide senior level leadership in the configuration, installation and troubleshooting of software applications and databases on workstations, file and application servers
Qualifications for support / senior engineer
  • Experience in a Unix/Linux environment a plus
  • Able to operate independently (or as a team lead) to drive projects to completion without supervision while keeping teammates and management appraised of situations as they arise
  • College or Technical diploma/certification in Network Systems, related telecommunications field and experience is also acceptable
  • Network/Availability Management knowledge
  • SLA Management knowledge
  • Life cycle and capacity planning for network components
2

Support / Senior Engineer Job Description

Job Description Example
Our growing company is looking for a support / senior engineer. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for support / senior engineer
  • Work with development teams to determine root cause of problems and deliver effective solutions
  • Work on continuously improving the application support process
  • Interact with people at all levels throughout the organization
  • Responsible for LAN Topologies and troubleshooting
  • Write Access Point and switch configurations
  • Responsible for AV systems design and signal troubleshooting
  • Responsible for Control systems design and troubleshooting
  • Responsible for HDMI/HDCP troubleshooting
  • Interface with Radio Technologies associated with WLAN 802.11g and/or ZigBee
  • Perfrom TCP/IP Addressing best practices
Qualifications for support / senior engineer
  • TCP/IP, LAN, Routing, and Wi-Fi Technologies
  • Ability to troubleshoot multilayered technical issues
  • Linux (Red Hat, CentOS) System Admin
  • Familiarity with Oracle database administration and SQLPlus queries
  • Ability to troubleshoot customer reported product issues
  • Ability to understand and troubleshoot TCP/IP and SNMP networking issues
3

Support / Senior Engineer Job Description

Job Description Example
Our company is growing rapidly and is looking for a support / senior engineer. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for support / senior engineer
  • You will identify vulnerabilities and improvement opportunities
  • Install and test change and enhancement delivery packages in our own lab environment
  • Plan and executes technical tasks requiring specialist skills in own professional area
  • Work independently with the responsibility for solving customer request cases and reporting according to processes
  • Identifie and solves technical problems
  • L1/L2 application support activities
  • Help to drive continuous improvement within the team as it relates to incident, problem and change management excellence
  • Lead response and coordination of production incidents, working with other technical teams and business stakeholders to bring incidents to resolution
  • Conduct root cause analysis on incidents and ensure that the problem management process is fully followed through upon
  • Build a knowledge database about common queries and solutions, amend application and service Run Books and general documentation
Qualifications for support / senior engineer
  • Operating System - AIX / Linux / VM/Cloud
  • Application Servers – IBM WebSphere, JBoss
  • Middleware technology – MQ, File transfers
  • Scheduling software
  • Good to have experience in Hadoop, Cloud (VPC/AWS)
  • The confidence, communication and interpersonal skills to lead customers in urgent or critical situations
4

Support / Senior Engineer Job Description

Job Description Example
Our company is hiring for a support / senior engineer. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for support / senior engineer
  • Candidate should be willing to work on a 15x7 working shift pattern on a 9/12 hour
  • Develop, configure and maintain desktop systems to oversee the deployment, imaging, asset management and security of desktop environment
  • Oversee configuration of mobile devices, printers, headsets and card scanners
  • Manage vendor relationships for those vendors specific to the New York City office, ensuring PEP and vendor(s) remain within contract provisions
  • Manage and mentor interns
  • Planning and performing preventive maintenance, upgrading systems
  • Owns assigned technical support area
  • Serves as point of contact for assigned area of expertise
  • Develops and sets laptop imaging standards and configurations standard
  • Performs advanced system configurations, back-ups and system level changes
Qualifications for support / senior engineer
  • Responsible for resolving functional and technical questions or issues encountered by clients
  • Escalate issues if unable to resolve within defined timeframes
  • Work closely with product management to help identify customer requirements and support trends
  • Maintain a high level of customer satisfaction which is measured on a regular basis through CSAT scores
  • Ready to work in flexible shift timings for 3months in a Year
  • A Bachelor’s degree in Computer Science/Engineering
5

Support / Senior Engineer Job Description

Job Description Example
Our growing company is looking for a support / senior engineer. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for support / senior engineer
  • Work within geographically based area team and also work outside of assigned area as requested
  • Take part in 24x7x365 standby coverage model for UK&I
  • Regular weekday, weekend and public holiday overtime is expected
  • Some product specialisation will be required
  • Collaborate with key vendors on functional, performance and capacity improvements
  • Design and build tools to automate support and monitoring functions
  • Provide 3rd level support for a customer-facing suite of Loyalty and eCommerce solutions that require 24x7 availability, including after-hours and on-call activities
  • Issue laptops to end users and perform other related provisioning
  • Troubleshoot laptop hardware
  • Deal with hardware breakdown issues that can be addressed locally
Qualifications for support / senior engineer
  • In depth knowledge of Ghost 7/8, Windows, and all MS Office Products
  • Ownerships and due dates
  • Drive and support MCC Deployment Rooms
  • 5+ years of overall development/technical support experience
  • Development experience on both Structured and Object oriented languages
  • Knowledge of ticketing systems such as Remedy and Jira

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