Line Support Engineer Resume Samples
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Line Support Engineer Resume Samples
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FS
F Schneider
Faustino
Schneider
18204 Brisa Cove
New York
NY
+1 (555) 729 4320
18204 Brisa Cove
New York
NY
Phone
p
+1 (555) 729 4320
Experience
Experience
Philadelphia, PA
Line Support Engineer
Philadelphia, PA
Gusikowski Group
Philadelphia, PA
Line Support Engineer
- Assess and perform systems utilization and headroom reports to assist in troubleshooting and performance tuning
- Coordinate Network repairs and Assist vendors/ specialists with network testing assignments and circuitry repairs designed to maximize operating capacity
- Monitor CLIENTS Wide Area Networks using State of Art Network Management Tools 24/7
- Track application performance metrics and report out to management
- Create, maintain, and manage to project plans
- Provide status reports to direct manager and director level leadership
- Assisting in release management Managing carrier escalations from Helpdesk Teams ensuring incidents are dealt with within expected time frames
Houston, TX
First Line Support Engineer
Houston, TX
Gibson, Rohan and Waelchi
Houston, TX
First Line Support Engineer
- Pro-actively suggest improvements to working methodology
- Ensuring issues with processes are flagged to your manager
- Proactively working as part of the 24 7 shift teams
- Ensuring that operating or processing risks are flagged to your manager
- Staying up to date with system and solution developments/changes
- Ensuring that issues with toolsets are flagged to your manager
- Performing technical system checks and shift readiness reports
present
Detroit, MI
Second Line Support Engineer
Detroit, MI
Raynor-Yost
present
Detroit, MI
Second Line Support Engineer
present
- Create Technical work instructions to improve performance and enhanced troubleshooting
- Implement network change risk and impact analysis in conjuction with Change Management processes
- Rapid response on-call and day-to-day incident management, providing prompt and quick resolutions
- Assist in design reviews and subsequent deployment and project work
- Technical Incident resolution at specialist level for TR products and network infrastructure, following international ITIL standards for incidents at all levels of severity
- Work with 3rd party vendors in order to create and improve troubleshooting tools that can enhance the incident resolution times and contribute to improve front line support performance
- Build strong relationships with internal customers to improve operational time to resolution and improve external customer satisfaction
Education
Education
Bachelor’s Degree in Business
Bachelor’s Degree in Business
California State University, Northridge
Bachelor’s Degree in Business
Skills
Skills
- Excellent communication skills supporting both customers and peers of varying levels of technical ability
- Good Knowledge of IGP and EGP routing protocols
- Basic Knowledge of NMS systems like LMS, Solarwinds, NNM etc
- Good Knowledge of F5 LTM / GTM Load balancer
- Strong communications skills, Excellent customer service and teamwork skills
- Great problem solving abilities and excellent communication, customer handling and inter-personal skills
- Good knowledge of Unix/Linux and/or Windows operating systems
- Good knowledge of SQL scripting in at least one RDBMS (Oracle, Postgres, MySQL…)
- Be passionate about customers and service, with a strong will to make a difference
- Programming skills with knowledge of at least one scripting language (Shell, Python, Perl...)
15 Line Support Engineer resume templates
Read our complete resume writing guides
1
Gtis-avp-citrix & VDI rd Line Support Engineer Resume Examples & Samples
- Provide end to end service delivery of the VDI Gen II service
- Provide XenApp support and change coordination
- Knowledge of Microsoft desktop operating systems in enterprises
- Knowledge of VMware virtualization products in enterprises
- Knowledge of Leostream virtualization products in enterprises
- Familiarity with enterprise software deployment products
- Demonstrated understanding of desktop virtualization concepts
- Awareness of application virtualization and application streaming concepts
- Familiarity with diverse hardware platforms (HP, Blades, NetApp, EMC, VMWare, Cisco, etc.)
- A track record of working within a services/support organization and familiarity with ServiceNow or SM7
- Experience of working with global enterprise support teams
- Experienced ITIL practitioner
- A proven track history of manipulation of large amounts of raw data and the ability to represent this to senior stakeholders in a clear and succinct manner
2
Front Line Support Engineer Resume Examples & Samples
- Provide world-class customer service-oriented user support in the form of troubleshooting issues and providing workarounds
- Reproduce bugs filed by users and thoroughly document findings in bug tracking database
- Explore workflows to gain a deeper understanding of the user experience
- Analyze and report performance characteristics of the tools when investigating bugs/issues
- Provide regular feedback about the tools usage in terms of performance, stability, trends, etc. to software engineers and QA engineers
- Minimum of 2 years professional-level experience in fast-paced, deadline-driven, technical work environments desired
- Proven ability to work with end-users, helping to solve unique technical challenges
- Comfortable using debuggers, and memory and performance analysis tools desirable
- Direct experience using software under Unix required
- Experience with 3D graphics applications such as Maya, Houdini, Katana, etc
3
Line Support Engineer Resume Examples & Samples
- You will be responsible for delivering an excellent technical support service to our users
- Ensuring incidents and service requests are documented, prioritized, diagnosed and resolved in a professional manner within the agreed service level timeframes
- It is essential that you understand the needs of the business and the pressures faced by OpenMedia users
- Recognizing the changing priorities that BBC News operations demands and adapting your approach to minimize disruptions to users
- You will be able to build effective relationships with project team members, production teams, engineering teams across the BBC and with third party suppliers
- Engineering Operations is responsible for supporting live and recorded programme output all day, every day. As a support engineer for OpenMedia you will provide 24/7 support cover
- Experience of technical support within a 24/7 environment, including handling incidents, problems and technical changes in a demanding customer service environment
- Knowledge of best practice frameworks based on ITIL or Service Management principles (including Change, Configuration and Release) and how/why they can be applied
- Experience of working with 3rd party suppliers
- Experience of providing a high quality service in a demanding customer service environment
- Experience in managing conflicting demands in situations of pressure where priorities are rapidly changing
- Demonstrable ability to communicate clearly using a range of styles, tools and techniques to explain technical issues to a wide range of people
- Considerable experience of diagnosing and fixing technically complex problems across a variety of IT/hardware platforms
- Excellent customer care skills with the ability to identify a customer’s requirements and to recognise whether these can be met effectively from the resources, timescales skills and funds available
- Awareness of all aspects of Health and Safety, including electrical safety within broadcast environment
- Experience of working on broadcast/IT systems in a live TV, Radio or multi-media environment
- Demonstrable, theoretical and practical, knowledge of broadcast systems including digital audio platforms, applications and techniques including Video and Television, in use in the broadcast support environment
4
Front Line Support Engineer, Animation Resume Examples & Samples
- Provide world-class user support, troubleshooting issues and providing workarounds
- Analyze and report performance characteristics of the tools when investigating issues
- Provide regular feedback about the tools usage in terms of performance, stability, trends, etc. to developers and QA
- Minimum of 2 years professional-level experience in fast-paced, deadline-driven, technical work environments
- Proven ability to work directly with end-users, helping to solve unique technical challenges
- Proven ability to work closely with developers and QA
- Self-directed, detail-oriented and patient
- Knowledge of QA methodology, processes, and tools necessary
- Comfortable using debuggers, and memory and performance analysis tools
5
Third Line Support Engineer Resume Examples & Samples
- Analyze the root cause of a customer incident and document the solution
- Submit change requests in case of software problems / suggestion for improvements
- Support members of Research & Development, Customer Support, Application Management and Global Professional Services
- Organize and participate in remote support sessions with customer when needed
- Visit customers when needed
- Contribute to continuous improvement of the development processes and the developed product
- Education level: Bachelor/Master in Computer Science
- At least 3 years of experience in a similar position
- Excellent analysis and problem solving skills in the area of software and IT infrastructures
- Customer focused and able to communicate effectively with customers
- Experience with Databases
- Experience with IT infrastructures and networking
- Experience with software development, experience with Java is a plus
- Knowledge of Active Directory and SAML is a plus
- Knowledge of IT security and software security is a plus
- Flexible and positive attitude
- Quality-minded
- Interest in Business Intelligence, Process Management, Internal Control, Risk Management
- Fluently in English, verbal and in writing. Dutch is a plus
- Requires expanded conceptual knowledge in own discipline and broadens capabilities
- Requires some general supervision and/or supervision to apply technical knowledge to our industry/markets
- Understands key business drivers; uses this understanding to accomplish own work
- Is accountable for developing functional knowledge in order to become a full contributor to the team and its work distribution
- Solves problems in straightforward situations; analyzes possible solutions using existing experience, existing standards/ precedents and processes; and will be getting more comfortable using own judgment
- Impacts quality of own work and the work of others on the team; works within standardised guidelines, procedures and practices and meets deadlines as described by supervisor
- Exchanges straightforward information with others; asks questions and checks for understanding
- Is being more independent in thought; is starting to challenge ‘why’ and gets involved in more difficult discussions
- Identifies data requirements and collects all relevant data needed to analyze a problem, situation or issue; considers reliability of data and sources before utilizing and referencing
- Recognizes how pieces of information relate to one another and identifies root causes, patterns or logical errors
- Identifies basic implications/ conclusions from the logical analysis of a routine situation or issue
- Demonstrates understanding of how the organization does business (i.e. business model and operations, financial performance, and key success factors)
- Applies basic understanding of the policies, practices, trends and information that impact the organization and its customers to anticipate and plan for each step of a project
- Understands the financial impact of decisions/solutions and how own role contributes to positive outcomes
- Gathers pertinent information about a problem by identifying underlying issues, analyzing data and patterns, and identifying the root cause
- Recommends and completes detailed solutions to problems
- Draws from standard practices and previous experience to implement solutions
- Tests software applications and related programs and procedures to ensure they meet design requirements
- Conducts a range of quality control tests and analyses to ensure that applications meet or exceed specified standards and customer requirements
6
Line Support Engineer Resume Examples & Samples
- Network solution delivering specific service levels
- Connectivity with the Internet
- Interconnection with other UK-wide Public sector networks such as JANET and PSN
- Domain Name Service and NTP
- Security Services
- Provide 3rd line support to all customers for both faults and service requests
- Technical escalation point for the SWAN Service Delivery function
- Resolve escalated issues and adheres to Strict Service Level Agreements for faults and Service Requests
- Technical Lead for the Field Engineering and Service Desk Teams
- Maintain in depth knowledge of SWAN network and customer design
- Represent the SWAN Service Desk from a technical perspective to SWAN Stakeholders
- Identify, liase and manage faults with 3rd party suppliers eg Cisco TAC
- Coaching and mentoring Service Desk- Provide training, guidance and support to 1st & 2nd line staff
- Produce detailed and accurate technical troubleshooting guides/ processes
- Be available for Out of Hours and On-Call Rotas’ for major migrations and escalated issues
- Excellent communication skills supporting both customers and peers of varying levels of technical ability
- Extensive experience of Routing Protocols incl. BGP, OSPF
- Extensive experience with TCP/IP protocols
- In depth knowledge of Ethernet/L2 switching
- Experience of WAN/LAN infrastructure support
- Experience in MPLS, QOS, NNI peerings
- Firewall support –Cisco ASA, Fortinet
- Access technologies including SHDSL, ADSL, Ethernet etc
- Experience working in an ITIL environment and adhering to strict SLA’s
- Recent experience in a similar role
- Experience of local government/ public sector environments
- Fortinet and Cisco security technologies (preferable)
- F5 Load Balancing and DNS architectures experience
7
Line Support Engineer Resume Examples & Samples
- LAN/WAN design
- Multi-Tier Datacenter implementation and operations
- LAN/WAN capacity analysis
- Knowledge of Firewall/IPS based Security
- Wired and Wireless Security
- Good Knowledge of F5 LTM / GTM Load balancer
- Basic Knowledge of NMS systems like LMS, Solarwinds, NNM etc
- Good troubleshooting Skills
- Good Knowledge of IGP and EGP routing protocols
- Fair Knowledge of MPLS and MPBGP
- Hardware compatibility knowledge for Network Devices
- Should be open for 24x7 shift support
- Good Communication skills for customer communication
- Valid CCNP/CCDP or equivalent
- CCIE is a plus
8
Line Support Engineer Resume Examples & Samples
- Certification on ITIL V3 Foundation
- Building Trust
- Facilitating Change
- Contributing to Team Success
- Managing Work
- Initiating Action
- 4-5 years of relevant experience in Exchange with multiple sites
- Good technical knowledge on MS operating system (Windows 2000, 2003 & 2008)
- Provide tier three troubleshooting support of Lync issues; investigate user escalation calls, finding optimum solutions for both users and the company
- Perform scripting administration tasks and reporting using Powershell or other scripting technology, developing scripts for automating processes within the environment
- Represent the department to other groups in the company and with external vendors. Facilitate and/or coordinate interactions with these parties as needed to deliver results
- Take ownership of the most complex Lync issues and work to resolution and root cause identification
- Provide on-call support for the Lync environment
- Participate in weekend maintenance activities, as required
- Assess and perform systems utilization and headroom reports to assist in troubleshooting and performance tuning
- Create and maintain appropriate documentation on the Lync environment
- Assist in defining and coordinating team projects and activities
- Help ensure team performance meets or exceeds defined Service Level Agreements
- Analyze new technologies and advise management on suitability
- Maintain & perform periodic testing of disaster recovery procedures for the Lync environments
- Maintain and administer third party applications Create appropriate documentation for application deployment, configuration, and related processes
- Adhere to and help enforce change management and compliance processes
- Work with key business users to understand the business requirements and identify potential Lync solutions
- Other qualifcations include: strong knowledge of Microsoft Operating Systems, SAN, Active Directory, monitoring products and backup applications. Strong knowledge of ITIL framework (prefer ITIL v3 certification), project management, archiving and email policy management
9
Line Support Engineer With Dutch Resume Examples & Samples
- Troubleshoots various hardware, software, and network operating problems via the phone, email, chat and remote control tools, and involves technical resources to ensure resolution
- Applies understanding and knowledge of information systems products and services to assist users
- Identifies, investigates and documents user questions and problems as well as isolating and resolving information systems problems
- Coordinates referrals to appropriate technical, professional, or service personnel
- Receives and prioritizes issues and forwards using appropriate escalation procedures
- All other duties as assigned
- Support must be provided in Dutch
- Good understanding of English is essential
- Ability to achieve Key Performance Indicator targets
- Must be a team player
- Strong problem solving abilities and assertiveness
- Motivation to learn and work in a service desk environment
- Willingness to work on various shifts between 6am-10pm Monday-Friday and bank holidays
- Previous Customer Service / Helpdesk experience is a plus
10
Line Support Engineer With German Resume Examples & Samples
- Troubleshoots various hardware, software, and network operating problems via phone, email, chat and remote control tools, or involves technical resources to ensure resolution
- Applies understanding and knowledge of information systems products and services to assist users
- Identifies, investigates and researches user questions and problems as well as isolating and resolving information systems problems
- Coordinates referrals to appropriate technical, professional, or service personnel
- Receives and prioritizes issues and forwards using appropriate escalation procedures
- All other duties as assigned
- Support must be provided in German
- Good understanding of English is essential
- Ability to achieve Key Performance Indicator targets
- Must be a team player
- Strong problem solving abilities and assertiveness
- Motivation to learn and work in a service desk environment
- Willingness to work on various shifts between 6am-10pm Monday-Friday and bank holidays
- Previous Customer Service / Helpdesk experience is a plus
11
Line Support Engineer With French Resume Examples & Samples
- Troubleshoots via the phone, email, chat and remote control tools, various hardware, software, and network operating problems and involves technical resources to ensure resolution
- Applies understanding and knowledge of information systems products and services to assist users
- Identifies, investigates and researches user questions and problems as well as isolating and resolving information systems problems
- Coordinates referrals to appropriate technical, professional, or service personnel
- Receives and prioritizes issues and forwards using appropriate escalation procedures
- All other duties as assigned
- Support must be provided in French
- Good understanding of English is essential
- Ability to achieve Key Performance Indicator targets
- Must be a team player
- Strong problem solving abilities and assertiveness
- Motivation to learn and work in a service desk environment
- Willingness to work on various shifts between 6am-10pm Monday-Friday and bank holidays
- Previous Customer Service / Helpdesk experience is a plus
12
Line Support Engineer With Italian Resume Examples & Samples
- Troubleshoots via the phone, email, chat and remote control tools, various hardware, software, and network operating problems and involves technical resources to ensure resolution
- Applies understanding and knowledge of information systems products and services to assist users
- Identifies, investigates and researches user questions and problems as well as isolating and resolving information systems problems
- Coordinates referrals to appropriate technical, professional, or service personnel
- Receives and prioritizes issues and forwards using appropriate escalation procedures
- All other duties as assigned
13
Line Support Engineer With German Resume Examples & Samples
- Knowledge of basic application management processes
- Motivated to learn new systems
- Willing to work in an international team
- Languages: fluent English and German is a must
- Java skills and ITIL process awareness wolud be an asset
14
Line Support Engineer Resume Examples & Samples
- The Control M Administrator will provide operational support and guidance to internal clients
- This role is responsible for performing a wide variety of daily Control M management tasks as well as providing recommendations for effective and efficient management of system
- Self-starter and able to take ownership of implementing new policies and procedures for Control M
- Provide tier 2 production support for Control-M and Connect: Direct
- This includes identification, analysis and root cause resolution with various support and management teams
- Able to articulate and present Control M processes and procedures
- Provide application administration support for Control-M’s production cluster, QA, Dev., and DR environments
- Coordinate and provide significant input to project planning and application design
- Apply vendor patches
- Support various FTP file transmissions
- Create, maintain, and manage to project plans
- Participate in unit, integration, system and regression testing
- Application monitoring
- Track application performance metrics and report out to management
- Coach and mentor less experienced team members
- Coordinate end user communications
- Provide status reports to direct manager and director level leadership
15
Line Support Engineer With Turkish Resume Examples & Samples
- Troubleshoots various hardware, software, and network operating problems via the phone, email, chat and remote control tools, or involves technical resources to ensure resolution
- Applies understanding and knowledge of information systems products and services to assist users
- Identifies, investigates and researches user questions and problems as well as isolating and resolving information systems problems
- Coordinates referrals to appropriate technical, professional, or service personnel
- Receives and prioritizes issues and forwards using appropriate escalation procedures
- All other duties as assigned
- Support must be provided in Turkish
- Good understanding of English is essential
- Ability to achieve Key Performance Indicator targets
- Must be a team player
- Strong problem solving abilities and assertiveness
- Motivation to learn and work in a service desk environment
- Willingness to work on various shifts between 08:00 - 18:00 Monday-Friday and bank holidays
- Previous Customer Service / Helpdesk experience is a plus
16
Line Support Engineer With Arabic Resume Examples & Samples
- Troubleshoots various hardware, software, and network operating problems via phone, email, chat and remote control tools, or involves technical resources to ensure resolution
- Applies understanding and knowledge of information systems products and services to assist users
- Identifies, investigates and researches user questions and problems as well as isolating and resolving information systems problems
- Coordinates referrals to appropriate technical, professional, or service personnel
- Receives and prioritizes issues and forwards using appropriate escalation procedures
- All other duties as assigned
- Support must be provided in Arabic
- Good understanding of English is essential
- Ability to achieve Key Performance Indicator targets
- Must be a team player
- Strong problem solving abilities and assertiveness
- Motivation to learn and work in a service desk environment
- Willingness to work on various shifts between 7am-17pm Sunday - Thursday and bank holidays
- Previous Customer Service / Helpdesk experience is a plus
17
Line Support Engineer Resume Examples & Samples
- Have experience in understanding the business processes and current systems and in making recommendation w.r.t enhancements through the application of technologies, systems, and process changes to solve problems or enhance business processes
- Mandatory Skills
- HPSA-Mobile v5.0, HPSA-Fixed 4.0
- Analysis and design
- Workflows
- Input/output
- Inventory
- Plug-ins
- Tasks
18
Line Support Engineer Resume Examples & Samples
- Windows Server 2008 / 2012 / 2012 R2
- Microsoft SQL Server 2005 onwards
- Remote Desktop Services - Windows Server 2008 R2 (ideally Server 2012 R2)
- Office 365
- TeamViewer
19
Line Support Engineer Resume Examples & Samples
- Demonstrable experience in the desktop environment
- Advanced knowledge and understanding of Windows desktop operating systems
- Intermediate knowledge of the Windows Server Operating System and the ability to perform domain related administrative tasks
- Intermediate knowledge and understanding of LAN environments
- Intermediate knowledge of communication protocols
- Intermediate knowledge of LAN based E-mail systems (e.g., Outlook, MS Exchange)
- Creativity and advanced problem solving skills that lead to effective solutions to complex and varied problems
- A demonstrated ability to encourage and model positive cross-team partnerships
- Advanced ability to perform complex troubleshooting and analysis of PC hardware, PC operating systems and office automation software, with expert level knowledge in at least one area of specialization
- Intermediate ability to perform complex troubleshooting and analysis of network system devices and PC network hardware and client software
- College degree in Business or Computer Science
- Client Management
- Service Delivery Support
- Installation and Test
- 2nd line support engineering
- Technical Expertise
- Testing
- Client Focus
- Delivery Focus
- Team working
- Communication
- Knowledge and Expertise
20
Line Support Engineer Resume Examples & Samples
- Manage and take ownership of all event and incidents
- Investigate and trend potential problems using proactive problem management
- Assist with the handling and creation of MI and KPI reports
- Manage all incidents to ensure that they are resolved correctly
- Follow well documented procurement procedures to support service delivery
- Review and recommend improvements to processes
- Liaise with all stakeholders as required
- Escalate any incidents / problems / changes as required to the correct owner
- Support to Microsoft Office Suite of Products
- Support and administration of current versions of Windows desktops
- Support and administration of current versions of Windows server
- Active Directory administration
- System management using SCCM
- General desktop system management and monitoring activities
- Implementation of backup and recovery processes
- Detailed understanding of user management in a Windows environment
- Administration in a virtual desktop environment
- A thorough understanding of system management in an ITIL3 environment
- Experience of ITIL Service Management products i.e. Service Manager
- Experience of endpoint security in a Desktop environment
- DV Cleared
21
Line Support Engineer Resume Examples & Samples
- Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue
- Prioritize, schedule, and administer all instances where issues are reported
- Perform user guidance at 1st level if possible
- Record, track, and document the problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution
- Communicate application problems and issues to key stakeholders, including management, development teams, end users, and managers
- Identify and learn appropriate software applications used and supported by the organization
- Apply diagnostic utilities to aid in troubleshooting. Manage and/or provide guidance to junior members of the team
22
First Line Support Engineer Resume Examples & Samples
- Monitoring the end to end business solution
- System issue identification and resolution by applying known first-line fixes
- Analyse and document issues that cannot be fixed at first level for escalation to second line
- Communicating with both internal and external customers in a profession manner to resolve issues
- Staying up to date with system and solution developments/changes
- Take proactive measures to address faults and documenting actions taken
- Performing technical system checks and shift readiness reports
- Performing shift handovers as required from engineer to engineer
- Ensure that the incident ticketing system is regularly checked for high or critical priority tickets that need escalating to on call teams via the Incident manager
- Proactively working as part of the 24*7 shift teams
- Maintaining a professional composure whilst system issues are occurring
- Ensuring issues with processes are flagged to your manager
- Ensuring that issues with toolsets are flagged to your manager
- Ensuring that operating or processing risks are flagged to your manager
- Pro-actively suggest improvements to working methodology
- Self Starter who can learn and has a natural inquisitive nature
- Personable and has a “Can Do” attitude
- Background experience within a Network Operations Centre/Service Desk environment
- Proven track record and experience of working in a high availability 24*7 environment
- Good troubleshooting and issue identification/analytical skills
- Ability to prioritise tasks such that the most urgent is dealt with first
- Linux skills
- Process monitoring, configuration and handling
- Knowledge of SQL
- Understanding of email protocols
- Network troubleshooting and resolution
- Understanding of DNS
- Understanding of mobile telecoms messaging technology is desirable
- Experience of Incident Management/Service Management ticketing tools
- Flexibility to hours of work
- The ability to prioritise
- An ability to work in a fast moving environment
- The ability to cope and react to constant change
- Must be confident, self-assured and proactive
- Self-motivated, results focussed and hunger to learn
- Strong interpersonal skills, influential and assertive
- Excellent communications skills - verbal, written and presentation
- Commercially aware and demonstrate tangible successes
- A ‘can do’ attitude
- Energy and commitment
23
Product Line Support Engineer Resume Examples & Samples
- Answer technical questions from customer service representatives and from customers through phone and e-mail
- Provide support for affiliate requests for product recommendations
- Provide engineering support to the quality team for addressing customer quality issues including root cause analysis, customer communication and containment planning
- Process sales opportunities for standard parts by identifying equivalent part numbers and providing prints and costs when required
- Update standard costs for existing parts when system costs are obsolete
- Provide support to operations team to address production issues as needed
- Evaluate sales opportunities to determine if applications engineering support is required and process accordingly
- Provide support for continuous improvement activities to improve upon current designs and engineering processes
- Conduct testing, evaluate and report results
- Bachelor’s degree or equivalent experience in Mechanical Engineering
- Knowledge of mechanical design principles
- Project management skills with emphasis on meeting deadlines
- Product Development
- Design Competency
- APQP
- DFMEA
24
Genesys Second Line Support Engineer Resume Examples & Samples
- Incidents - Fault management 2nd Level of application components Genesys
- Changes - Technical administration of application components
- Analysis of log files
- Proactive monitoring with system tools
- Testing, updating and upgrading of applications
- Creation of system documentation and work instructions
- Diploma or Bachelor Degree in IT / Computer Science or equivalent
- Professional certification is an added advantage – i.e. MCSA/MCSE, IBM Certified System Administrator (Lotus Notes Domino), ITIL IT Service Management Essential, TCP/IP Networking, VoIP
- English - Conversational (written and spoken)
- Methodical and disciplined work approach
- Understanding of network concepts
- Understanding of virtualization concepts
- Experience with Windows Server environment
- Knowledge of VoIP, SIP technologies would be a plus but not necessary
- Basic understanding of SQL would be a plus but not necessary
- Active Directory knowledge would be a plus but not necessary
25
Line Support Engineer Asset Administrator Resume Examples & Samples
- LAN/WAN design
- Multi-Tier Datacenter implementation and operations
- LAN/WAN capacity analysis
- Knowledge of Firewall/IPS based Security
- Wired and Wireless Security
- Good Knowledge of F5 LTM / GTM Load balancer
- Basic Knowledge of NMS systems like LMS, Solarwinds, NNM etc
- Good troubleshooting Skills
- Good Knowledge of IGP and EGP routing protocols
- Fair Knowledge of MPLS and MPBGP
- Hardware compatibility knowledge for Network Devices
- Should be open for 24x7 shift support
- Good Communication skills for customer communication
- Valid CCNP/CCDP or equivalent
- CCIE is a plus
26
First Line Support Engineer Resume Examples & Samples
- Troubleshoot issues by resolving them with maximum customer satisfaction
- Take full ownership on customer problem/cases, monitor for proper and on time feedback
- Act as a front line T1 technical contact to interact with customers (business partners and direct customers)
- Install Nice product update packs and hot fixes
- Analyze issues, solve or escalate to the next support level
- BE or Bsc in Computer Science, Electrical Engineering or related technical degree preferred
- Excellent communication (Written and Verbal) / interpersonal skills
- Team Player - ability to work well in a close team environment
- Customer support experience supporting international customers
- A strong aptitude for investigation, analysis and problem solving
- Experience in supporting worldwide customers/Business Partners
- Flexibility in working hours required (24/7 Environment) including working in shifts
- Telephony/CTI background (Avaya, Cisco, etc) and advance knowledge on IP phones communication – MUST
- Networking experience. (including analyzing IP network traces using networking tools , example Wireshark)
- Experience at system/application implementation at customer sites
- Previous experience/certifications with any recording system - preferred
- Understand Windows Operating Systems (2000/2003/2008)
27
Line Support Engineer Resume Examples & Samples
- Required to work a 24x7x365 shift rota
- Responsible for the receipt, triage, resolution and/or distribution of inbound Managed Services technical support requests (via phone call, email, and Self Service Portal) to the appropriate internal teams including (but not limited to)
- Understanding of IPv4 / IPv6
- Windows (Server & Workstation) Skills
- Linux
- Virtualisation Skills (VMWare / HyperV)
- Data Backup experience
- Understanding of network topology / principles including OSI model
- Understanding hardware component including troubleshooting
- Previous experience in a customer-facing/Enterprise support role handling customer queries/issues
- IT related qualifications or relevant workplace experience
- CCNA / MCSE qualification or working towards qualification
- Comptia A+
- CCENT
- Understanding WAN / Leased Line IP connections
- Experience of Host Resource / SNMP monitoring
- Experience of system monitoring software
- VMWare Qualification
- Understanding of Hyper Convergence
- DNS - Internal & External view
28
Line Support Engineer Resume Examples & Samples
- Provide 2nd level technical support within Business Services Centre to Enterprise partners, large end customers and Authorised Enterprise Service Centre Staff
- Monitor/review at required intervals all required KPI’s and instigate actions to ensure achievement
- After training, provide technical support on Samsung KNOX and Samsung partner MDM platforms
- Work with Head Office colleagues to develop improvement programs, attend training events, and attend team meetings in Leeds on occasion
- Carry out regular reviews of product performance/repair/returns
- Provide telephone support as part of the structured tier 2 support desk
- Develop training material and deliver courses to Call Centre colleagues and, on occasion, partner/customer technical staff to
- Proven experience of B2B Technical Support role or equivalent
- Statistical and Technical Analysis experience
- Proficient in Microsoft PowerPoint & Excel
- Fluent in English (both written and spoken)
- Android and Windows knowledge to a high level
- Mobile networks infrastructure knowledge to a high level
- SAP or similar database experience
- Higher education qualification in Technical subject (preferable a minimum HNC/HND but equivalent qualification or experience considered)
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SAP Basis rd Line Support Engineer Resume Examples & Samples
- Experience and knowledge of SAP Basis administration (incl. workload analysis, performance tuning, software logistics, transport management system, CCMS monitoring, backup / restore concepts etc.)
- Administration of SAP databases (Oracle, DB2, MaxDB, Sybase, MSSQL, HANA)
- Understanding of operating system environments (UX, WIN)
- Good understanding and knowledge of one or several of the following technologies is an advantage: BI, BO, PI, Solution Manager, HANA, S4/HANA
- Experienced in formulating overall strategies and operational solution design as well as strategic and tactical planning process
- Experienced in interfacing with internal and external partners
- Strong consulting skills. Professional verbal and written communication skills
- Leadership qualities: integrity, attention to detail, deadline and goal oriented, motivator
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Spanish st Line Support Engineer Resume Examples & Samples
- Retain responsibility for calls that you have taken and proactively manage their resolution
- License key exception handling
- Associates Degree or comparable certificate in Computing, or relevant experience
- Fluency in Spanish and English
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First Line Support Engineer Resume Examples & Samples
- Receives customer escalations and Troubleshoot issues by resolving them with maximum customer satisfaction
- Take full ownership on customer problem / cases, monitor for proper and on time feedback
- Act as the front line technical contact to interact with customers (business partners and direct customers)
- At least 2 years’ experience with customer support in one of following areas
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Second Line Support Engineer Resume Examples & Samples
- Rapid response on-call and day-to-day incident management, providing prompt and quick resolutions
- Focus on managing and maintaining the Thomson Reuters proprietary Core Backbone, Internet and customer connectivity
- Work with 3rd party vendors in order to create and improve troubleshooting tools that can enhance the incident resolution times and contribute to improve front line support performance
- Support Legacy and Next Generation Thomson Reuters Proprietary products
- Assist in design reviews and subsequent deployment and project work
- Create support and training documentation to be presented to the front line support and internal customers
- Understanding client needs by influencing design and tools to improve Product delivery latency and reliability
- Build strong relationships with internal customers to improve operational time to resolution and improve external customer satisfaction
- Run strategic analysis and audits on the network estate based on current TR architectural standards
- Interact and prioritize internal and external customer needs utilizing ITIL processes and interacting with problem management and regional service managers
- Create Technical work instructions to improve performance and enhanced troubleshooting
- Technical Incident resolution at specialist level for TR products and network infrastructure, following international ITIL standards for incidents at all levels of severity
- Implement network change risk and impact analysis in conjuction with Change Management processes
- Assist and contribute on design and implementation of long and short term projects
- Constant evaluation of current Hardware and Software in the network to detect potential failures and fault avoidance
- Demonstrate and present post incident reviews and reports to internal customers and management
- Work remotely with teams globally, to include Asia and Pacific (APAC), Europe – Middle East and Africa (EMEA), and Americas (AMERS)
- 4 years of experience in Telecommunications industry
- 4 years experience in proprietary TR products; support of tunneling methods for IDN and Transactions , Elektron Multicast support , Legacy products - Thomson One broadcast support , Autex PDN and CPE support
- 4 years networking experience in support of high availability / reliability networks
- 3 years of advanced analytics and troubleshooting in high pressure environments
- 3 years of experience working with real time data delivery
- 3 years of experience in front line support and dealing with internal and external customers
- 3 year of experience in major networking vendor products, especially Cisco (CRS, ASR, 7600 Series) – Ios and IOS XR, Juniper, Arista and Simena
- 2 years using design, modeling and troubleshooting products, inclusive of Netbrain, Netcool, Opnet, Splunk and HPNA
- 2 years in packet capture and analysis products, especially Noction IRP, Internap FCP, Gigastore, Wireshark, Corvill and Accedian
- 2 year of experience in Firewalls (Inclusive of PIX and Checkpoint), Telepresence and voice support
- 4 years of experience in ticketing systems, especially Service Manager, Incident and change management procedures
- 1 year of experience in product documentation
- 2 year of experience in LAN environments , understanding of spanning-tree protocols and basic Cisco / Juniper knowledge
- 1 year of experience in Unix
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First Line Support Engineer Resume Examples & Samples
- Handling tickets and despatching within security operation
- Coordination and follow up on issue with different teams
- Responsible for execution and maintenance of the security infrastructure monitoring and coordination process in conjunction with security operation teams
- Perform regular health checks as per the SOP
- Create incidents for Security Operation team
- Provide timely reports
- Monitor the given consoles and respond on the events as per agreed threshold and agreed SLA
- Provide 24x7 event monitoring and analysis support
- Proactive trend analysis of events
- Inputs for problem management
- Correlation of events with change management process
- Timely update and escalation to relevant stakeholders
- Strong communication skills in order to drive the various operationally required communication processes with the Security Infrastructure Monitoring
- 2+ years relevant experience in security infrastructure monitoring
- Exposure to event monitoring tools
- Good working knowledge of Remedy tool
- Understanding of SLA
- Degree in Computer Science, Data / Information Technology, Engineering or similar
- Experience in Log Monitoring/ Infrastructure monitoring
- Exposure in security gateway devices monitoring
- Basic knowledge in Networking concept
- Basic knowledge in Monitoring tools (e.g. HP Open View, NetQ, Qradar, Icinga, Netflow etc.)
- Experience of global customer handling
- A reputation for self-motivation, integrity, cultural sensitivity and strong interpersonal skills
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French Speaking st Line Support Engineer Resume Examples & Samples
- Customer Care administration tasks as they arise
- Involvement in proactive outbound customer contact programs
- Fluency in English & French
- Other languages would be an advantage
- LI-RA1
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Line Support Engineer Resume Examples & Samples
- Accountable for the successful delivery of Desk-side Support service to our Headquarter based customers
- Continuous improvement or innovation of service delivered
- Support and include into current service any deployment of new initiatives
- Manages short-term projects directly related to your area of responsibility
- Manages the customer facing experience through varied communication channels
- Understands the criticality of applications and the level of importance in which application-specific problems must be resolved
- Determines when escalation, status report, or knowledge Database entries are necessary
- Resolves tech issues within service level or escalates appropriately to partner resolver groups
- Handles moderately complex technical problems requiring analysis up-front to identify root cause, alternatives and to engage the appropriate resolver group
- Maintains currency on all supported hardware, software in support of Marriott
- Manages workflow in our tracking system queue
- 100 % of calls logged
- Knowledge Base customer training when necessary
- Helps decrease number of interactions to resolve a case
- Decrease external escalation (by knowledge share documentation with the Tier1 Service Desk team)
- Overall customer satisfactory stats >80%
- Above average experience and skill in network connectivity (Ethernet), protocols (TCP/IP), Virtual Private Networks
- Administration experiences with MS Exchange servers
- Complete understanding of MS Outlook and all its nuances
- Desktop and Mobile device management skillsets
- MS Active Directory Administration
- Advance Active Directory management skills
- Skills in PowerShell Scripting
- Administration of Mobile Device Management tool
- Ability to guide and coach users on MAC OS / Casper Management tools
- A+ certified
- Net + certified
- MCP + or equivalent
- Skilled in PC imaging process and SCCM
- Skilled in Data Migration process
- Communicate with all levels of personnel
- Strong interpersonal skills
- Knowledge of an enterprise network infrastructure and domain architecture is a plus
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Line Support Engineer Evening Shift Resume Examples & Samples
- Post-sales phone and web based 1st line technical support
- Perform problem determination, and escalate to 2nd Line support as required
- Retain responsibility for calls that you have taken and proactively manage their resolution
- License key exception handling
- Customer Care administration tasks as they arise
- Involvement in proactive outbound customer contact programs
- Associates Degree or comparable certificate in Computing, or relevant experience
- Excellent verbal and written communication skills
- Ability to organise and establish priorities
- Team player with an ability to work in a flexible manner
- Good market awareness of the IT industry
- Working knowledge of Microsoft Windows and Office applications
- Fluency in English
- LI-RA1
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Line Support Engineer Resume Examples & Samples
- Proactively manage and administer the Dimension Data Hosted Video network and client on premise equipment for the specialization device that are allocated to your role
- Participate where required in the VNOC Change review board on a monthly basis
- Develop and maintain continual improvement plans for all VNOC processes and products
- Provides technical input when required, to Tier 1 and 2 Helpdesk Teams
- Provides input when required, owns deliverables into project and transitions planning for MSVC clients
- Assist as a Project Resource for internal Network Operations projects and roll outs
- Assist in the Technical Transition of new MSVC clients, providing and documenting best practice recommendations
- Assisting in release management Managing carrier escalations from Helpdesk Teams ensuring incidents are dealt with within expected time frames
- Management of the VNOC lab environment, including specialism as assigned by Operations Director
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Line Support Engineer Resume Examples & Samples
- Major Responsibilities are Monitoring & Maintaining LPARs and handling Alerts
- Performing Scheduled Outages, IPL’s and Day light / Clock Changes
- Preparation of ISO compliant documents about the systems and process
- Monitoring consoles which includes Production, Quality, Testing and Development
- Manage JES spool and diagnose hardware and software problem escalating to the support team
- Responding to WTOR's
- System Monitoring and Processing, Requests for Fulfillment
- Communication - inbound and outbound calls, e-mails, paging, etc
- Swap tape drives as needed and vary drives/devices online or offline
- Perform system health checks
- Perform IPL on all the LPARs during maintenance window and troubleshooting during the IPL
- Performing health checkups before and after the IPL
- Monitoring various client’s LPARs using Monitoring tools such as Netcool
- Handling resource contentions, conflicts on production system
- Providing support in a 24/7 environment
- Incident, Problem and Change management
- Participating in Client Disaster Recovery activities
- May need to work in straight /permanent night shifts, depending on the business requirements
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Line Support Engineer Resume Examples & Samples
- Customer's technical support as part of the 2nd line support team
- Serve as technical advisor and escalation point for 1st line support team
- Diagnose and resolve customer submitted tickets that require in-depth knowledge of the functionality of the product
- Ensure that incidents are resolved in a timely manner to meet defined service level targets
- Reproduce customer issues in test environments when needed
- Work with development team to develop, design and propose solutions to meet technological needs of users
- Learn and remain current in relevant product knowledge, support policies and support delivery
- Document new solutions and workarounds to be published in internal knowledge base
- Develop monitoring tool's alerts to improve service availability
- Experienced in B2B corporate software support
- Strong English written and verbal communication skills
- Be passionate about customers and service, with a strong will to make a difference
- Great problem solving abilities and excellent communication, customer handling and inter-personal skills
- Good knowledge of Unix/Linux and/or Windows operating systems
- Programming skills with knowledge of at least one scripting language (Shell, Python, Perl...)
- Must be able to deal direct with clients in a friendly and highly confident manner demonstrating excellent internal and external customer communication skills
- Understanding at least some of the protocols and technologies such as IPV6, IPV4, HTTP, SSL, LDAP, JDBC, Servlet/JSP, HTML, XML
- Good knowledge of SQL scripting in at least one RDBMS (Oracle, Postgres, MySQL…)
- The ability to work in a dynamic environment, prioritising and multi-tasking effectively
- Experience with cloud environments
- Familiarity with embedded systems
- Familiarity with Docker - advantage
- Basic concept of application clustering and load balancing
- Familiarity with JVM, Java Application Server and web containers administration (JBoss, Apache http, Tomcat)- very big advantage
- Cloud monitoring systems (Nagios, SisDyg, Graphite, ICINGA)
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Line Support Engineer Resume Examples & Samples
- Monitor CLIENTS Wide Area Networks using State of Art Network Management Tools 24/7
- Create Incident Tickets on Network Alerts, timely updating of Restoration Activities, with respect to Vendors and Internal Teams
- Notifying Clients through Paging System on circuit or Site outages, Status and resolution details
- Assist the CLIENT with resolving any network connectivity issues or escalate to the appropriate Engineering Teams and/ or ATOS Management
- Analyze connectivity problems, interpret testing results with different Telecom Companies and determine if the client’s equipment/circuits, vendor connection lines or Company routers are the cause and initiate measures for prompt rectification
- Coordinate Network repairs and Assist vendors/ specialists with network testing assignments and circuitry repairs designed to maximize operating capacity
- Communicate with clients concerning scheduled maintenance and availability of the Network
- Remotely handle the client Network Devices – Routers, Switches
- Configuration and Troubleshooting of Switching and Routing Protocols
- Cisco IOS and bandwidth up gradation, ISP Changes, Replacement of Devices by co-ordination with Network Tier 2 team etc
- Managing Datacenters and enterprise network Infrastructure of client
- Execute customer interface/communications via email and phone regarding service outage reports and support requests
- Initial troubleshooting, analysis, and triage of reported network events using Incident Management Process with periodic update to the technical management teams
- Initiating & driving the conference bridge for any incident that is impacting the client and engaging required support groups to resolve the incident to restore the services
- Complete daily operational functional checks and Follow up on technical issues with Operations/ engineering team and all stakeholders in resolution process
- The NOC Engineer will be responsible for Proactive monitoring of enterprise computing services and managing overall network performance in order to maintain excellent network stability
- The NOC Engineer will focus on troubleshooting alarms to prevent negative impact on customer's networks
- Demonstrate practical knowledge of all layers of the OSI network model Experience with a variety of networking protocols(Static, OSPF & BGP)
- Working knowledge of data communication systems including hardware, software and applications, Switches, Routers, VPN, IP
- Experience in Remedy with network monitoring tools (Netcool)
- Experience with Cisco routers and switch products
- Experience with MS Word, MS Excel, MS PowerPoint, MS Outlook/Exchange, Visio, Remedy, Microsoft Project, Remedy
- Ability to work under tight time constraints and strict deadlines Able to function in a 24/7 operation and work flexible schedule including night shift and weekends
- A high degree of self-motivation, Industry recognized certifications (Network+, A+, I-Net+, MCP, CCNA, CCNP)
- 3-5 years of work experience in computer and information technology related field is desired with at least 2+ years of experience in a Network Operations Center (NOC) support is Mandatory
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Line Support Engineer Resume Examples & Samples
- Performs installation, training, maintenance, troubleshooting and repair of desktop technology hardware and software
- Assists in the setup and operation of audio visual hardware as required by end user
- Determines appropriate hardware and software based on corporate policy and end user requirements
- Responds to incidents within SLA or within a timely manner with appropriate level of urgency, and follows up with customers on all issues
- Escalates incidents and questions to appropriate support groups
- Disconnects, moves and reconnects desktop technology hardware for single user, multi-user and office moves
- May assist in administration and maintenance of technology infrastructure components
- May assist in installation, maintenance, troubleshooting and repair of office telephony system
- Uses corporate incident management system to record and track all support work
- Maintains accurate hardware and software records for corporate assets
- Performs time tracking tasks as required
- May assist with the procurement of hardware and software
- Supports team’s abilities and functions through positive customer relations
- Contributes to the improvement and enhancement of processes and procedures
- Associates degree in a technology related discipline
- OR a combination of work experience, education and training equivalent to a two-year college degree in a technology related discipline
- Knowledge of company desktop operating systems and software
- Knowledge of standard computer hardware
- Superior customer service skills
- Ability to work within a team environment
- Ability to independently plan, organize and prioritize one’s own activities
- Ability to express ideas clearly in both written and oral communication
- A+ certification preferred
- Microsoft or other certifications desired (i.e. MSCDT, MCP, MCSE)
- Ability to work in a typical office environment
- Ability to lift and move desktop and other related hardware
- Frequent, local travel may be required depending on location
- Occasional, distant travel may be required
- Occasional evening and weekend work may be required
- Gains additional knowledge and stays abreast of current technologies through employee and company sponsored training, periodicals, and regular interaction with other team
