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At NCE, our success comes down to the people who work for us. That’s why we work to create a supportive environment that encourages development and career progression throughout our organization. If you want to be part of a team that’s at the cutting-edge of customer service solutions for the technology industry, please apply.

Senior Technical Support Engineer

10 Years Experience  l  High School Diploma or GED, B.S. Degree Preferred + Certifications  l  Full Time  l  El Cajon, CA

Senior Technical Support Engineer (STSE) - Reports to Technical Services Manager. The Senior Technical Support Engineer is responsible for all levels of support to Customer Service Engineers and customers.

Scope of Responsibility: 

Responsibilities include, but are not limited to the following:

  • Provide first and second-level telephone Technical Support wherever required
  • Identify and prepare parts for dispatch to site or to engineers
  • Be available for after-hours telephone support
  • Provide phone support service to meet 24x7 SLA
  • Ensure all calls are closed within SLA.
  • Update NCE database with call status and information and ensure all parties are informed
  • Evaluate and understand new products for training purposes
  • Provide training to Field Service Engineers
  • Provide support, guidance and assistance to JTSEs and TSEs
  • Ensure test beds are kept operational
  • Leave testing areas neat and tidy.
  • Ensure that all anti-static precautions are followed
  • Ensure all procedures are implemented.
  • Provide reports where required.
  • Ability to multi-task and maintain priorities
  • Ability to maintain excellent customer service rapport
  • Any other duties which may from time to time be requested by Technical Support Manager or NCE management

Experience: 

  • Minimum of ten years technical experience in a hardware BREAK/FIX environment for enterprise level servers, disk and tape storage arrays and libraries
  • Be extremely detail oriented, organized, and professional
  • Proficiency in Windows based applications, Microsoft Word and Excel

Education:

  • Minimum educational requirement of a H.S. Diploma or GED equivalent
  • A+ and N+ Certification a plus
  • SNIA certifications a plus

Physical Requirements:

  • Must be able to lift a minimum of 50 pounds

Education/Certifications:

  • High School Diploma or GED equivalent
  • A+ and N+ Certification a plus
  • B.S. in related field is a plus

Please submit resume to: hrdept@ncegroup.com

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