IC Resources Ltd

Support Engineer - Hardware & Software

7 days left

South West England
£40000 - £45000 per annum + plus shift allowance
07 Sep 2016
05 Oct 2016
Seamus Hayes
Job Function
Technician, Test
Specialist Area
Contract Type
Full Time
Support Engineer - Hardware & Software - Bristol

IC Resources has a requirement for a Support Engineer to provide remote, and occasional on-site, level one support, including both hardware and software, for massively parallel (MPP) computer systems, clusters, and storage systems.

Primary Duties and responsibilities:

*Responsible for providing quality technical support via online support tools and telephone.
*Answers customer inquiries concerning system software, hardware, utilities and tools to resolve problems
*Identify and inform the customer of when a reported issue needs to be addressed by professional services at an additional cost.
*Manage assigned cases in order to meet service levels as defined in the Customer's Service Level Agreement.
*Escalates problems to product support groups and appropriate management to ensure timely resolution of system or customer issues
*Develop, demonstrate and maintain technical skills including troubleshooting, data analysis, code debugging, test scenario creation and testing
*Responsible for meeting or exceeding established customer satisfaction ratings and other performance indicators
*Responsible for documenting and creating articles for the knowledge base database.

Knowledge, Skills and Abilities:

*Acquaintance with Linux/Unix operating systems, file systems, networking and security
*Acquaintance with specific needs of HPC users preferred
*Understanding of server components including motherboards, memory and storage, network switches
*Command line Linux skills and Linux system administration preferred
*Understanding of analog and digital circuit theory and principals
*Programming and scripting knowledge or experience (e.g. Perl, Python, C++, etc.) preferred
*Ability to gather data, perform analysis and escalate to a higher level of support when necessary
*Customer service experience (by telephone or other) preferred
*Command of other European languages, in particular German and/or French, desirable
*Degree in Computer Science, Engineering or related field/discipline

Additional Conditions:

*Occasional travel for training and to provide on-site support for remote systems is required from time to time
*Must be willing to participate in a 7x24 hour on-call rota as required (Allowance applicable)
*Security clearance preferred but if not candidates must agree to be put forward

If you have the necessary skills and experience to fulfil the role or require any additional information please do not hesitate to contact Seamus Hayes at IC Resources.

Keywords: Support, Hardware, Software, Linux, Unix, HPC, Perl, Python, C++, Clusters, Storage

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