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| Company: |
Guidance Software, Inc. |
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| Job Title: |
Technical Services Engineer |
| Employment Category: |
Information Technology |
| Job Location: |
West London - London - UK England |
| Job Description: |
Summary: The STSE provides escalated technical assistance to external customers, TSEs and other departments via telephone, e-mail, message board and in-house at a superior level of quality service. The STSEs primary responsibility is to direct support the TSEs, as well as assisting in the training of new staff members.
Essential Functions:
Ability to function as lead on special projects (Beta Test Program, Support Portal maintenance, network troubleshooting, staging special equipment)
Taking overflow calls when all TSEs are on the phone or unavailable
Providing support to Technical Services Engineers (Levels 1 and 2) as follows:
Mentor new Technical Services Engineers:
Monitor communications between new employees including e-mail, message board and phone
Demonstrating examples of customer communication
Assisting new TSE with use of departmental tools including ERP software
Directing new personnel to departmental resources including videos, knowledge base articles, etc.
Second-level technical support via conference calls, other communication systems and assisting TSEs in their work areas.
Service Observation of phone calls conducted by TSEs
Specification and initial procurement of hardware and software for the department
Initiate the customer escalation process
Attending EnCase Technical Forums, training sessions and disseminating key information to the rest of the department either via documentation or presentation
Performing tasks or assigning them to Technical Services Engineers when requested by the Technical Services Supervisor(s) or Manager(s), such as equipment inventory, responding to message board posts, assigning Technical Services e-mail requests, etc.
Assist Technical Services Supervisor(s) and Manager(s) with administrative tasks
Essential Requirements:
Subject Matter Expertise in at least two of the following methodologies
Computer hardware including processors, memory, hard drives, RAIDs, all removable media, display adapters, motherboards, etc.
Hardware and software write-blocking devices, including FastBloc, LinEn, EN.EXE, Firefly, Fire Chief, GUEST.EXE, etc.
Networking principles, including firewalls, network intrusion and detection, switches and routers, domain administration, etc.
Computer forensic methodology including investigations processes, evidence handling, chain of custody, legal precedence, ability to testify in court, etc.
At least two of the following operating systems, in addition to all flavors of Microsoft Windows:
Unix (BSD, SCO, HP UX, AIX, Sun Solaris)
Apple OS
Linux (various flavors)
Palm
Novell
Working knowledge of EnScript, eDiscovery, AIRS/IR/AI, EnCase Enterprise and FIM
Thorough knowledge of EnCase Version 5 through current versions
At least 2 years as a TSE or relevant experience
Personnel skills in working with peers and subordinates in a fair, nurturing and respectful manner
Developed leadership skill
Understanding and adherence to proper chain of command within the company structure, and company policy
Desired Knowledge/Skills/Abilities:
Expert knowledge of computer forensic methodologies
Network+/MCSE/Linux+ certification
EnCE certification
Attendance at full range of GSI training classes
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Skills Required:: |
Guidance Software is an Equal Opportunity Employer. Our policy is always to hire the very best people. We conduct business following the spirit and the intent of the equal employment opportunity laws. We encourage excellence at all levels in our organization, and are not influenced by race, color, gender, sexual orientation, age, disability, religion, or any other factor irrelevant to doing a great job. |
Language Requirements: |
English-Good
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| Employment Type: |
Full Time
|
| Yearly Salary: |
Unspecified
|
| Posting Date: |
May 02 2008 |
| Education level required: |
Unspecified
|
| Experience in years: |
3 to 5 Years |
| Company: |
Guidance Software, Inc. |
| Contact Name: |
Guidance Software, Inc. |
| Contact Phone: |
626-229-9191 |
| Preferred Method of Contact: |
E-mail via Apply Online Box |
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