• Address: Ann Arbor, MI 48104 (map)
• Date Posted: 11/07/09
• Job Type: Full-time

Company JDC Group
Position Title Manager Technical Support
Job Code 2896890
Job Location Ann Arbor, MI -
Description




Company:



A global leader, providing security appliances for the prevention of distributed denial-of-service attacks, fast-spreading worms, and internal network misuse.

Responsibilities:

Manager of Technical Support is responsible for maintaining world class customer satisfaction. Serve as a customer advocated at the management level. Manage, lead and provide technical guidance to a team of Network Technical Support Engineers. Provide pre and post sales technical support to Company s service provider customers, end users, resellers and partners worldwide.

* Hire, Train and Direct the activities of the technical support team of local and remote personnel

* Handle customer service escalations

* Provide technical leadership to your team

* Troubleshoot, diagnose and resolve technical customer issues associated with equipment either remotely or at the customer site.

* Manage and Utilize Support CRM System to track issues

* Replicate issues and test customer configurations in a lab environment

* Recreate, tracking, and verify software defects in the field or under lab conditions

* Author and manage technical knowledgebase articles

* Schedule Engineers in off-hours, on-call rotation

* Travel, as required, to customer sites to resolve customer issues

Requirements:

* BSCS/EE

* 10 + years experience in technical support functions

* 2+ years experience in leadership or management role

* Very strong fundamental understanding of telecom network and routing environments

* Strong network security skills

* Intermediate to advanced knowledge of Linux and/or Solaris Operating System

* Shell Scripting experience

* Advanced Networking Skills Required

* Detailed technical experience in the installation and operation of IP routers. This includes a detailed understanding of the protocols surrounding IP service provider networks. These skills should include:

a. TCP/IP fundamentals

b. IP subnetting and supernetting and hierarchical routing principles

c. Routing protocol operation (OSPF, IS-IS, and BGP-4),

d. Routing policies at BGP peering points

e. VPNs and the associated tunneling technologies (L2TP, MPLS, etc.),

f. Hands-on configuration and operational knowledge of Cisco and Juniper routers

g. Hands-on Understanding and knowledge of Netflow.

* Some travel (between 10-25%) required - to customer sites and corporate sites


Desired Skills:


Non-Tech Skills:



Start Date: ASAP
Emp. Type: Full Time
# of Openings: 1
Location: Ann Arbor, MI -
Overtime Pay: None
Job Number: 35821047 : JSMH678-501
Date Posted: 11/5/2009

JDC Group

Other jobs with this company.

Attention: Recruiter
Call: 404-601-3314
Email: Send an email to Tim.Thomas.40E05.3296D@mail.jobserve.com