SENIOR TECHNICAL SUPPORT ENGINEER

This position is based in Atlanta. Manage and drive remote problem diagnosis and resolution of hardware and, or software technical issues that are escalated to this position by Tier 2, Management, or Critsit. Resolves or escalates technical issues and acts as an interface into Engineering. Key contributor to knowledgebase management and problem avoidance. Ensures that Cases / Issues are opened/updated and closed in accordance with the guidelines. Provides knowledge/skill transfer to other technical groups (CSE's, Tier I, Tier II, etc.). Delivers Premium Services as required. Seeks opportunities for continuing education and professional development. Effectively communicates with all levels of management, customers and peers. Positively drives customer satisfaction. The responsibilities listed above are representative of the nature of the work assigned, and are not all inclusive MARGINAL FUNCTIONS: SAN, AIX, HPUX, Solaris, Switches and routers. REQUIRED KNOWLEDGE: Customer-oriented engineer who effectively communicates with customers by being open, sensitive to their issues, and understanding their expectations; effectively communicating customer issues with the appropriate management and escalation teams in a timely manner. Education/Experience Requirements Bachelors degree / Certification in related field or equivalent, plus a minimum of (7) years typically as a Sun/StorageTek Customer Services Engineer / Systems Engineer or equivalent Sun/StorageTek position, or a minimum of nine (9) years equivalent experience. - Displays professional and positive attitude in all customer situations and communications. - Establishes and maintains effective relationships with customers, founded in trust and respect. - Ability to effectively communicate and present to all levels of management (STK & Customer) during meetings and customer presentations. Planning, Organizing, Efficient Working Habits, and Time Management PREFERRED KNOWLEDGE: Provide Remote Problem Diagnosis and Resolution. * Dispatch Avoidance * Technical Assistance/Escalation * Incident Management * Knowledge Management * Training/Mentoring of CSE / Tier 2 / Tier 3 * Knowledgebase Content Support * Documentation Technical Review Premium Services * Data Recovery * Staff Augmentation * System Administration/Media Management * Storage Management * Education * Quick Hit Install Services * Pre Installation Questionnaire (PIQ) * Custom Remote Service * Non Contractual Services * Manage Service Solutions (Multi Vendor) * Problem Avoidance * System Assurance Review * Post Mortems * Trend Analysis/Technical Action Plan * Participate in Product Life Cycle * Author Product Advisories * Training /Mentoring/Participating in Content Development * Participation in Tools/Process/System Requirements Development * Relationship Management (Internal/External) * Participate in SLA development * Interdepartmental Project Management * Participate on Project Teams as required * Ability to perform the tasks of a Project lead as required.YEARS OF EXPERIENCE: 9 MINIMUM LEVEL OF EDUCATION: Bachelors degree or equivalant yrs experience FIELD OF STUDY: Technical Training Location: Field Offices: GeorgiaSun Microsystems Inc. is an equal opportunity employer and appreciates your desire to be considered for a position. For consideration, candidates must apply online at Sun and list the vacancy number: http://www.sun.com/corp_emp/indexus.html vacancy/keyword = 558380We invite you to visit this website and apply for positions for which you feel qualified.Thanks for your interest in Sun Microsystems! Job InformationCompany: Sun Microsystems Atlanta, GAStatus: Full Time, EmployeeCareer Level: Experienced (Non-Manager)Reference Code: 558380Job Category: Customer Support/Client CareEducation Level: Bachelor's DegreeContact InformationCompany: Sun MicrosystemsReference Code: 558380