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Client Systems Troubleshooter

 Client Systems Troubleshooter

Provide on-site tier2 support for vendor software systems. Responsible for identifying, documenting, and remediating system problems.

KEY TASKS
  • Respond to system defect reports (SDRs). Work with stakeholders to create precise verifiable SDRs. Collect and validate evidence for a hypothesized system defect. Review system metrics and logs to determine the validity and causes of the alleged defect. Prepare resolution report that fully addresses the originator’s concerns. If a defect is confirmed, escalate it to tier3 support. Ensure the originator is satisfied with the defect investigation and its outcome.

  • Review daily metrics. Identify anomalies and problematic behaviors. Work with stakeholders to identify the underlying causes and guide appropriate parties to remedies.

  • Review daily error reports. Diagnose underlying causes of reported processing errors. Maintain log of error causes, and develop taxonomy of errors. Identify party responsible for correcting the reported error. Work with responsible parties to fix errors. Provide management with periodic reports of errors by type and status.

  • Available to participate in 24/7/365 tier2 on-call rotation; calls resolved generally in 10 minutes on the phone, frequency about twice a month, on-site requirement is very unusual.

  • Provide tier2 response to system-generated alarms when on-call. Assist tier1 support in identifying and remediating cause of alarm, and work with tier3 support to address any underlying system problems.

  • Review system logs to identify new system problems. Work with tier3 support to address any underlying system problems.

  • Recommend additional metrics and system logs required to better perform tasks above.

  • Improve existing project processes and work flows.

  • Attend meetings as required.

KEY SKILLS
  • Analyze system logs with Unix command line tools (grep, find, gawk, gnuplot).

  • Write correct Unix shell scripts (bash, ksh).

  • Thorough understanding of the Internet protocol suite.

KEY TRAITS
  • Careful, meticulous, detail-oriented. This is painstaking work.

  • Able to work alone and with others as required.

  • Relentless desire to improve systems and assist users.

  • Current TS/SCI clearance with full scope polygraph and extended background investigation.


PREFERENCES

  • Has worked in a similar position at a tier1 level for two years or tier2 for 6 months.


COMPENSATION

  • Salary commensurate with education and experience

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