Overview:
Onemind Services, a leading name in technology solutions, is seeking a motivated technical support engineer to join our team. This position is ideal for someone early in their career, looking to dive deep into technical support, lab infrastructure, and customer service. The role involves providing internal and external customers with high-level technical support, including the physical building and cabling of lab environments and workload provisioning and troubleshooting for customers. Exceptional communication skills across email, phone, and chat are essential, along with the capacity to offer empathetic and patient support to users with varying levels of expertise.
About Onemind Services
Onemind Services, a leading CSP, MSP, and Solutions Provider, is dedicated to delivering cutting-edge technology solutions across various industries. Our mission is to empower businesses by leveraging the latest technologies to drive innovation and efficiency. As we undertake a significant project involving a sophisticated application, we seek an experienced Software Architect to guide this pivotal transition.
Key Responsibilities:
- Deliver empathetic and patient customer support to users with diverse skill sets.
- Provide technical support for high-grade Cisco Labs and Proof of Concept labs, including physical building and cabling.
- Own technical issues from initial report to resolution, involving workload provisioning and troubleshooting for customers as necessary.
- Research, diagnose, troubleshoot, and resolve customer issues promptly and effectively.
- Collaborate closely with the development team to resolve complex issues.
- Follow strict escalation procedures for unresolved issues to maintain high service quality.
- Accurately record, document, and close issues within our ticketing system.
Requirements:
Qualifications:
- Associate/Bachelor's degree in computer science or a related field (preferred).
- Certifications such as CCNA/CCNP/VMware/Red Hat.
- Proficiency in TCP/IP networking, VMware Six and vCenter, Microsoft Client and Server OS, and Linux.
- Exceptional organizational, communication, and documentation skills.
- Willingness to work night shifts and weekends as required.
- Strong problem-solving skills and independence.
- Background check is mandatory.
Preferred Skills:
- Deep understanding of TCP/IP networking concepts and applications.
- Familiarity with VMware Hypervisor, including network configurations and management.
- Experience with network simulation tools like EVE-NG, GNS3, or Cisco CML.
- Working knowledge of Microsoft Active Directory, DNS, DHCP, and Remote Desktop Services.
Good to Have Skills:
- Python programming.
- Advanced Linux networking knowledge.
- Understanding of Cisco networking and data center technologies.
Additional Requirements:
Must possess a valid state driver's license and have the ability to drive company or client vehicles as needed for onsite assignments.Must be able to lift and carry equipment weighing up to 50–60 lbs for installation and uninstallation tasks.