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本帖最后由 maggie_hunter 于 2012-01-13 14:46 编辑
思科大连1线技术工程师 1-2年工作经验 UINX LINUX 熟悉~MSN: maggie_gaohui@live.cn
思科刚刚进入大连软件园
刚刚成立不到80人 期望5年以内1000人规模
上升空间大
我的联系方式
QQ:465166525
MSN: maggie_gaohui@live.cn
Tel: +86-411-82537572
M: +86 15942889386
E-mail: maggie.gao@ernestdl.com
Level Zero - 0 - TSE Job Description
May 29, 2011
Title: Technical Support Engineer – Level 0 – STS Services & Support
Functional Description
Performs routine monitoring/CDV weekly reports generation/NPA exceptions assignment and technical support of assigned COLLECTOR’s that requires no direct communication with customer Point-of-Contact or Advanced Services NCE. Some basic troubleshooting to fix or better define known technical problems with a STS Tool before escalation to the next level (Level One).
Formal Description
1. Monitor COLLECTOR data collection and upload for all assigned accounts. This includes monitoring COLLECTOR Remote Integration for accounts with CiscoWorks
· For accounts in the CDV (Customer Data Validation) Program, initiate action when needed to ensure that Inventory and Configuration information is collected each week from 95% or more from the devices that should be monitored in a customer network and displayed on Network Profile. Ensure Syslog information is collected, uploaded, and displayed every day.
· For accounts in the Basic Service Program, initiate action when needed to ensure that some data is uploaded from COLLECTOR to Network Profile at least 24 days every month.
· For accounts in the NLS (Network Level Services) Program, perform COLLECTOR health checks once every two weeks to ensure COLLECTOR is operating correctly. Initiate action when needed to restore COLLECTOR to good operating condition.
· For accounts in then NPA(Network Performance Analytics) Program, need to follow L1/TL’s instruction to manually assign exceptions to relevant resources.
2. Take action each week to ensure that the STS Support Level 1 TSE (Technical Support Engineer) assigned to your accounts is aware of all support issues that may impact those accounts.
3. Identify COLLECTOR’s that should have their software (e.g. COLLECTOR, Solaris, RBML Rules, etc) updated to a newer version or need patches installed. Notify the STS Support Level 1 TSE assigned to the account and wait for their approval before upgrading the software or installing patches.
4. Change the COLLECTOR/Syslog passwords (root, nsalogin, natkadmin and cncriadmin) at least once every six (6) months before they expire. Update the Password Management Tool with the new passwords.
5. Monitor NetAudit data collection for assigned accounts. Initiate action when needed to correct NetAudit data collection and upload problems.
6. Update COLLECTOR Deployment Records whenever changes are made to that COLLECTOR by the STS Support Level 0 TSE. Once each month verify that Dial in information on record for each assigned COLLECTOR is correct. Take action as needed to correct the Dial in information that is on record.
7. Once each month review the list of COLLECTOR’s that are in deployment status for any of the assigned accounts. Take action as needed to correct the deployment status on record or communicate with STS Support Level One TSE to expedite deployment or get the COLLECTOR returned.
8. Respond to cases within STS Support guidelines. Resolve fifty (50%) percent of all cases for assigned accounts. Update case notes according to STS Support procedures to reflect status of the case. Ensure accuracy of sub-sub clause when closing cases.
9. Open cases whenever action is taken by STS Support Level 0 TSE to “touch” the COLLECTOR for any action (e.g. patch install, diagnose problem, etc). Not necessary to open cases when using dashboards to monitor status.
10. CDV reports need to be generated on weekly basis divided by region
11. Keep abreast of STS Tools. Install each new version of COLLECTOR into a minimum of two accounts within once month after that version is released for General Availability. Attend periodic training classes offered for new versions of STS Products - COLLECTOR, Network Profile, Net Audit, RAT, COLD, etc.
12. Demonstrate an awareness of STS Support challenges, problems and procedures, and actions planned to address those challenges and problems. Actively communicate with peers and clients to share this knowledge.
13. Actively seek out opportunities and provide help to other members of STS Support by actively participating in team discussions about options to diagnose and fix technical problems and writing FAQ’s.
14. Achieve high customer satisfaction as measured by individual Bingo scores and comments received from Client and Customer Management
15. Perform other related tasks that may periodically be assigned by STS Support Regional Manager or the STS Support Level 1 TSE assigned to the account.
Requirements:
EDUCATION
Bachelor Degree or equivalent experience
PRIOR EXPERIENCE
6 months UNIX Sys Admin is preferred
TECHNICAL KNOWLEDGE / SKILLS
Basic Routing and Switching Concepts
Conversational English
MS Word, Power Point, Excel
Basic UNIX script writing is preferred
SUPERVISION RECEIVED
Minimal supervision from TSE (L1) / Tech Lead for routine tasks – detailed supervision for non-routine tasks
SUPERVISION GIVEN
None
SUCCESS FACTORS
Customer Satisfaction
Attention to detail
Follow-up
Problem Solving
TSE (L1) communication about support issues with assigned accounts
Accurate Record keeping / case notes / admin tasks
Timely completion of tasks
On-going education to receive networking certification
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发表于 2011-10-31 11:19