Linux CLI Technical Support Engineer (Tier 1) for the Splunk Account (Hybrid)

Objective:

To efficiently provide high quality and accurate resolutions to customers under stipulated policies and procedures, in a constant evolving environment by offering world class customer support.

Requirements:

• English level (85 %> orally and overall) (Must).
• Linux CLI Proficiency (Must).
• Linux I (must) - Linux II (desired)
• Experience working with Linux at least 1 year (desired)
• Schedule flexibility (Must).
• Navigation through the bash/dash shells, including o Location of common files such as system logs, mail logs, startup scripts, and user limits
• Gaining remote access to other hosts
• Manipulation of files and directories, including o Moving, renaming, and deleting
• Transferring files between hosts
• Comprehension of, and skill in, manipulating file system permissions for files and directories
• User and groups or Reading user and group ownership of files and directories
• Adding and removing users
• Switching between user shells
• Using sudo
• When to use the root user
• Basics and good understanding of DBs and scripting

Linux Performance and Diagnostic Tools:

• System performance at-a-glance, including o CPU, memory, and disk usage
• CPU and disk performance, I/O, and wait times
• Open files and open connections
• Networking tools o Testing connectivity
• Port status

Windows Proficiency

• Group Policy controls
• Active Directory general structure – Forest, trees, domain
• Editing file permissions
• Collecting MSI installer logs
• RDP
• LDAP
• Services

General Knowledge:

• DNS – how to query
• TCP vs. UDP
• Networking/Subnets
• Working knowledge of other Unix based operating systems

Preferred:

• Python
• Power Shell
• Shell Script
• SQL
• SSL
• C/C++C#/Java
• HTML
• XML
• JSO

Responsibilities:

• Identify problems and search solutions to offer answers to solve questions from costumers using the given channel of communication.
• To take and follow up frequent cases until they are resolved.
• Document correctly the data base using the given tools to keep track of costumer’s request through data entry.
• Be aware of current procedures to offer accurate information.
• To provide first call resolution options.
• To provide a technical information.
• To communicate with team manager and team lead regarding problems, solutions, and trends.
• To keep all equipment and tools under his/her responsibility in excellent conditions.
• Maintain compliance with Foundever’s safety, security, and privacy programs.
• To keep documental information confidential and protect it from unauthorized use.
• To receive training from superior levels and technical trainer.
• To perform any other tasks, duties or services required by his/her immediate superior.
• To provide high quality support over the phone in priority one cases.
• To write insightful and useful articles for our knowledge center.