Technical Support Engineer - Linux (SLES) Backline Support
Suse - Provo, UT

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Provide technical support for Novell customers using SUSE Linux Enterprise Server (SLES) products

Required Skills :
Ability to provide accurate and timely resolutions to customer issues over the phone or electronically

Outstanding customer service skills

Pursue quality and continuous improvement

Excellent analytical, interpersonal, communication, and technical writing skills are necessary

Ability to analyse complex issues and alternative solutions, making logical decisions based on overall customer needs

Ability to prioritize tasks and manage time efficiently

High level of initiative and self motivation

Strong knowledge of all versions of SLES - including SLES for the Z series Architecture & SLES on a Mainframe

Strong background in administering and troubleshooting Linux

Specifically, Novell will consider candidates that posess the following Linux knowledge and skills

Basic Linux command line utilities

File system navigation and management (EVMS, LVM, ReiserFS, EXT3, troubleshooting and repair)

Boot process, including GRUB

Installing third party drivers during the installation process

Assigning rights and access

Linux Kernel (modules, initrd, sysctl, kernel tuning, parameters)

Hardware (Interrrupts, I/O, etc)

Memory utilization issues (cache, VM, tuning, huge pages, overcommit)


Linux HA clustering (shared disk, Xen DomU, DRBD, OCFS2 integration)

Also, a working knowledge of Novell specific technologies written for Linux is desirable, including

Xen (explained, networking)

Open Enterprise Server (NSS and EVMS, NCS Clustering, and mixed clusters)

Use of administrative tools - YAST, RPM, Rug, iManager

DFS and archiving versioning

Duties and Responsibilities:
Troubleshoot and resolve complex, critical and sensitive support issues over the phone and electronically. This could include on-site visits.

Document solutions to known issues.

Management status and activity reporting to customer and Novell

Availability to occasionally be on call after hours and on weekends

Minimum Qualifications :
Bachelor's degree in Information Systems, Computer Science, Electrical Engineering, or similar technical field or equivalent experience required

Experience with all versions of SLES

Programming experience preferred

CLP, CLE certification and/or practical experience with Linux is strongly desired

CNE, CDE certification and/or practical experience with Novell NetWare is desired

Extensive PC experience required

Experience with multiple network operating systems such as NetWare, Linux and Windows is required

Ability to travel to customer’s locations and resolve technical issues while maintaining good relationships with customer and Novell is required

Required Skills

Required Experience

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With more than 340 employees, SuSE Linux AG is one of the world's largest Linux specialists. Thanks to its stability and quality, SuSE Linux...