Sr. Technical Support Engineer

NCE Computer Group, a global service provider specializing in Data Center Service and Repair solutions. Since its inception in 1981, NCE prides itself on delivering superb customer service covering a vast array of equipment, while emerging as a leader in the Data Storage and Server Repair industry.
We have an immediate need for a Sr. Technical Support Engineer in our office in El Cajon, CA. This is a full-time position with benefits. You must be ableto pass a 7 year criminal background check/3 year DMV check, and a drug screen.
The Sr. Technical Support Engineer is responsible for all levels of support to Customer Service Engineers and customers
o Minimum of five years technical experience in an hardware BREAK/FIX environment for enterprise level servers, disk and tape storage arrays and libraries
o Technical knowledge and proficiency with IBM pSeries and iSeries Servers
o Technical knowledge and experience with SUN, DELL and HP Servers a plus
o Technical knowledge and experience with EMC, Hitachi, Netapps and HP storage a plus
o Provide first and second-level telephone Technical Support wherever required
o Identify and prepare parts for dispatch to site or to engineers
o Be available for out of hours telephone support
o Provide phone support service to meet 24x7 SLA
o Ensure all calls are closed within SLA.
o Update NCE database with call status and information and ensure all parties are informed
o Evaluate and understand new products for training purposes
o Provide training to Field Service Engineers
o Provide support, guidance and assistance to JTSEs and TSEs
o Ensure test beds are kept operational
o Leave testing areas neat and tidy.
o Ensure that all anti-static precautions are followed
o Ensure all procedures are implemented.
o Provide reports where required.
o Ability to multi-task and maintain priorities
o Must be able to lift a minimum of 50 pounds
o Ability to maintain excellent customer service rapport
o Any other duties which may from time to time be requested by Technical Support Manager or Director of Global Services.
o Must be able to lift a minimum of 50 pounds
o Is extremely detail oriented, organized, and professional
o The ideal candidate will be sensitive to the interrelationship of both people and function within the department.
o Must be able to use sound judgment while making decisions on a regular basis.
o Must have excellent verbal and written communication skills.
o Minimum of ten years technical experience in a hardware BREAK/FIX environment for enterprise level servers, disk and tape storage arrays and libraries
o Proficiency in Windows based applications, WORD and EXCEL
o High School Diploma or GED equivalent
o B.S. in related field is a plus
o A+ and N+ Certifications are a plus

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