Cree

IT Support Engineer

US-NC-Durham
Requisition ID
2017-5316
Category (Portal Searching)
Information Technology

Job Description

IT Support Engineer

 

Cree is seeking an IT Support Engineer who is a dynamic out of the box thinker. This person will be responsible for working with multiple solutions support groups on all aspects of an enterprise support including deploying, maintaining and providing operational level 2 support for Data Center, Network, End User Technologies, and Collaboration. They will assist teams in creation of the documentation and processes to allow transition to our existing level 2 support team with a “shift-left” mentality.

Job Responsibilities

  • Provide mentoring, guidance, ad hoc training and feedback to Service Desk as well as attend Service Desk meetings as needed
  • Address incident escalations related to Data Center/Network/EUT/Collaboration Service Offerings from the Service Desk as well as external vendors
  • Address escalations related to Data Center, Network, End User Technologies and Collaboration Services
  • Knowledge creation for incidents escalated and resolved by Level 2
  • Work with Level 3 Data Center, Network, End User Technologies and Collaboration on training, documentation, and rights needed for incident and request shift left initiatives
  • Work with Level 1 Service Desk on training, documentation, and rights needed for incident and request shift left initiatives
  • Feedback loop to Level 3 teams about Service Desk process or technology issues related to services
  • Hyper-care support with Service Desk during upgrade and new product rollouts
  • VIP support for new product rollouts or changes
  • Attend Level 3 Data Center/Network/EUT/Collaboration meetings as necessary
  • Work with other network support staff, data center staff, EUT staff, helpdesk, and Information Security to resolve issues
  • Document and log work related activity in service support ticketing system and facilitate best practices across workstreams
  • Maintain departmental standards, procedures, and documentation

What you need for success:

  • AS Degree in Computer Science or related field, or equivalent work experience.
  • Five (5) years of increasingly responsible systems administration or service desk support
  • Knowledge of network design, including the use of dynamic routing protocols, QoS principles and high availability configuration options
  • Knowledge of various routing protocols, tunneling techniques, and encryption technologies
  • Knowledge of various hypervisor technologies
  • Knowledge of network encryption technologies including IKE / IPsec
  • Knowledge of O365 Services including but not limited to Skype, OneDrive and SharePoint
  • Knowledge of cloud networking such as Azure, Amazon Web Services & Oracle Cloud
  • Knowledge of end user devices and management of then in an enterprise setting
  • Knowledge of network management and analysis tools, including SolarWinds (NPM/NTA/NCM/IPAM/UDT modules), Fluke, NetMRI or equivalent

Preferred Skills:

  • Cisco Certification, or other relevant certifications
  • Palo Alto, Brocade, or Aruba experience desired
  • Cisco Unity Communications Manager experience desired
  • VMWare/Hyper-V experience desired
  • Windows Client Platform experience – WinXP/Windows 7/Windows 10
  • ITIL Certification

 

 

 

Overview

Since our beginning 30 years ago, we have introduced innovative and disruptive solutions that enable a more efficient, productive and safer world. We continue our leadership in developing market-leading lighting-class LEDs, lighting products and semiconductor products for power and radio frequency (RF) applications. We believe in unlocking the power and potential of technology, enabling the world to do more with less. We aim to transform the way people experience light and are also leading the innovation of Power/RF products that move us toward a more energy efficient future.

Be part of our future and have a direct impact while working for an organization that provides a place to work alongside brilliant people, a competitive total rewards package, and a problem solving culture. We invite you to submit an application if you feel we would be a good fit.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, disability status, protected veteran status, or any other characteristic protected by law.

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