Position Title: Senior Technical Services Engineer
Hours: Full Time (8am - 4pm)
Reports To: Technical Services Manager
Salary: Negotiable on experience (call for details)
Training: Full training on Guidance Software products provided
Want more information contact Sharren - sharren.redmond@guidancesoftware.com (07901 918282)
Summary: The Senior Technical Services Engineer (STSE) will provide escalated technical assistance to external customers, Technical Service Engineers, and other departments via telephone, e-mail, interactive chat, and support portal message board. The STSE’s primary responsibility is to directly support the TSEs with complex customer issues and educate both on advanced-level technical concepts associated with Guidance products in use at customer locations. Additionally, the STSE will assist Technical Services (TS) management on administrative duties when required.
Essential Functions:
• Ability to function as lead on special projects (Beta Test Program, Support Portal maintenance, network troubleshooting, staging special equipment).
• Taking first and second tier support service requests.
• Coordinate troubleshooting of complex issues within customer environments in conjunction with TSE’s to provide learning opportunities.
• Providing support to Technical Services Engineers as follows:
• Mentor new Technical Services Engineers.
• Demonstrate examples of effective customer communications and documentation of issues reported and worked.
• Assist with training and development of new TS Engineers on all departmental tools including CRM and bug tracking systems, telephony, and support portal software.
• Guiding personnel to contribute to and utilize departmental resources including training videos, knowledge base articles, product documentation, etc.
• Provide advanced-level technical support to customers and liaise with development resources when needed in order to isolate the source of customer problems.
• Assign TSE resources to respond to message board postings on the support portal.
• Evaluate quality of message board posts and ensure TS messages are professional and informative.
• Ensure lab documentation and Standard Operational Procedures are kept up to date.
• Build or assist in building new machines for the TS Lab.
o Evaluating and benchmarking new hardware that can be used for testing new products released by Guidance Software.
o Ensuring all lab hardware/equipment meets product specifications
o Ensuring al lab hardware/equipment is maintained/upgraded/configured and remains accessible to all staff
• Specification and initial procurement of hardware and software for the department.
• Working with TS management and initiate the customer escalation process.
• Attending EnCase technical forum, weekly product meetings, training sessions, and disseminating key information to the rest of the department either via documentation or presentation.
• Assist Technical Services manager with administrative tasks.
• Any tasks or projects required or assigned by Technical Services management and the Vice President of R&D.
Essential Requirements:
• Computer forensic methodology including investigations processes and legal precedence.
• Knowledge of hardware and software write-blocking devices, including, LinEn, WinEn.EXE, and Tableau.
• Strong knowledge of networking principles, including firewalls, switches and routers, domain administration, and general network topology.
• Knowledge of cybersecurity threats, detection, and remediation processes, and network intrusion methods and prevention.
• At least two of the following operating systems, in addition to all flavors of Microsoft Windows:
o *nix (OSX, BSD, , HP-UX, AIX, Solaris)
o MAC
o Linux (various flavors)
o Novell
• Working knowledge of EnScript, eDiscovery (including Legal Hold and Analytics/First Pass Review), CyberSecurity, EnCase Portable, Enterprise, Forensic, , and future products.
• At least 2 years spent as a Technical Support Engineer in a comparable environment or relevant experience working with customers on complex technical issues.
• Excellent verbal and written communications skills.
• Ability to express complex technical concepts effectively, both verbally and in writing.
• Intermediate to advanced skills in MS Word, MS Excel, PowerPoint, Access, and Outlook.
• Ability to work effectively within a team environment.
• Ability to relate to staff and customers with varying degrees of technical expertise.
• Strong level of patience and control of emotions.
• Strong attention to detail, organizational and follow-up skills.
• Ability to be resourceful and demonstrate initiative.
Desired Knowledge/Skills/Abilities:
• Working knowledge of MS SQL Server 2008 or 2012, familiarity with SQL queries and/or DB permissions management.
• Knowledge of structure and administration of IBM Domino, MS Exchange, MS SharePoint, and Active Directory, including group policies and permissions management.
• Advanced knowledge of computer forensic & eDiscovery methodologies
• Network+/MCSE/Linux+ RHCE certification
• CISSP
• EnCE certification
• EnCEP certification
↧