LEVEL 2 ENGINEER- in-office or remote full-time engineering position

The Company is providing innovative, market-leading solutions. Their success is based on their
understanding of server-based computing, Virtual Desktop Infrastructure, Cloud Computing markets,
and they strive to always meet customer’s needs. Their industry-leading solutions are geared toward
eliminating endpoint management concerns, lowering total cost of ownership and providing an
accelerated return on investment.

Job Description

 Be part of a growing team of engineers providing excellent support to our customers and
partners
 Use of remote tools to assist customers in troubleshooting problems
 Provide technical best practices for partners and customers
 Work through technical issues at an advanced operating system level
 Build and maintain customer, partner, and team rapport
 Manage technical issues, solutions, and sales opportunity
 Manage case escalation to maintain forward movement on customer issues
 Ensure clear, professional communication between our teams and the customer
 Help maintain documentation for internal team
 Continue education by attending training sessions and reading technical documentation
 Manage technical escalations based on issue severity and customer response
 Collect/Review logs provided by tier one engineers and identify/resolve issues
 Effectively communicate with customers about issue discoveries, resolutions, and escalations

The Role

As a level two engineer, you will be tasked with working with customers and partners to resolve issues
related to the product. This includes; keeping track of customer cases, engaging with your peers, and
working with your team lead to resolve, or escalate issues.

Qualifications

Personal Skills

 Strong written and verbal communication skills

 A team player who is influential and builds good working relationships across all levels
 Flexibility, integrity, and creative problem-solving skills are imperative to be successful in this
role
 Positive work ethic
 Ability to listen effectively and show patience while working with customers
 Ability to learn new technologies quickly
 Ability to work independently under minimal supervision
 Ability to take effective notes
 Ability to multitask effectively and work under pressure

Technical Qualifications
 Prior Technical Support or Solution Engineer required
 Working knowledge of Linux Operating Systems

– Linux init systems

– Concept of Linux OS design and file structure

 Working knowledge of Windows Operating Systems

 Advanced troubleshooting of Terminal Services, Windows Virtual Desktop, Citrix, VMWare
Horizon environments
 Knowledge of networking concepts, including TCP/IP, DHCP, DNS, etc.
 Working knowledge of BASH shell and scripting
 Other Linux native languages are a plus
 Basic knowledge/understanding of SQL
 Ability to build/maintain test and lab environments
 Working knowledge of hypervisors

– ESXI/vSphere, Hyper-V, KVM, Vritualbox

 Ability to demonstrate, troubleshoot, install, configure, and optimize the Operating System
 Knowledge of (SoC) hardware, and ability to troubleshoot complex issues with video output and
peripherals