Job Description

Description
Reporting to StreamWIDE, Inc. Support Manager as part of the StreamWIDE Global Support Team. In charge of Level 2 Support (first level support is performed by partner or distributor Hotlines) of customer platforms running the StreamWIDE products and providing technical support to internal users.

Essential Functions

• Implementation of relevant tools and documentation as defined by StreamWIDE Support Group.
• Review of information produced by alarming and statistics tools coming from StreamWIDE platforms and software: emails, web pages, log files …
• Software and patches installs on systems (rpm, uploads, system restart, license file generation, etc).
• Tests, validation and Trouble Ticket follow-up, creation, and closing,
• Network, Software and Hardware diagnostics procedures: network captures, use of traffic analysis tools.
• Adaptation, enhancement of Supervision and alarming tools,
• Configuration changes and explanations to customers (Configuration files, web pages, system upgrades …),
• Migration procedure management,
• Advice and choice of tools (hardware, software, on-line services),
• Responsibility of End-to-End quality procedures implementation
• Generation of billing reports and customer information reports,
• Coordination with third party support (hardware vendors, third party software…),
• Receive, log, manage and sort partners or customer calls and emails
• Maintain internal network and resolve day to day issues.
• Build and maintain StreamWIDE application demos.
• Backup of internal servers, users and networking equipment.
• Provide support to internal users on a day to day basis.
• Building virtual servers for demos and internal projects.

Abilities

• Autonomous, self starter, problem solver
• Pro-active and rigorous
• Embracing the Team Spirit
• Ability to communicate effectively with End Users, Software Developers and Management

Technical Skills

• Operating systems and hardware:
  • Linux: advanced install, configuration, administration (Mandatory)
  • Hardware: IBM servers, blade systems (HS21), Storage Area Networks, Fiber Channel, NETAPP filers.
  • VMWARE – Be able to build and administer virtual servers.
• Databases:
  • Mysql : advanced install, configuration, administration (Mandatory)
  • Oracle : administration
  • Oracle 10g
• Networks:
  • Advanced TCP /IP Ethernet (Mandatory)
  • CISCO CLI
  • VPN configurationVOIP: SIP and RTP

Requirements: Technical Education in IT or telecommunications; 5 years previous experience in IT or Network Supervision at a Telco, Cable Operator, or Hosting Center.
Location: Lyndhurst, NJ
Languages: English, Spanish a Plus