Professional Services
Position
Description
Worldwide Support group is
responsible for the ongoing technical state of all live customers ofCompany. As
a member of the Worldwide Support group, the Tier 1(also referred to as 1st
line) Support Engineer will be responsible to receive new cases from Company
customers and provide tier 1 Support – including analysis of provided data,
probing for additional information, searching Worldwide Support’s knowledge
base and providing relief and if possible a resolution to the reported issue.
This activity requires fast resolution with high quality of any technical issue
raised by customers. The job combines challenges of highly technical nature on
one hand, and customer interaction on the other hand. The job requires the
ability to work effectively on many concurrent tasks (sometimes at high stress)
and to have very good knowledge of most Company products and associated infrastructural
technologies. Support is provided 24x7 which requires working in shifts.
Primary Responsibilities
·
Provide technical support to live customers
·
Provide technical support to Company internal
Professional Services personnel
·
Perform 1st line duty, per a roster in
shifts covering 24x7, to assist customers with issues reported any time of the
day
·
Man the Support hotline, Support mailbox and
Support Case Tracking System to maintain Support’s availability
·
Engage with other Support Engineers in all
Support locations to handoff case and share information
·
Stay constantly up to date on new articles in the
Support knowledge base relevant to Supporting customers
·
Produce Knowledge Articles for general usage, per
resolved issues
Required Skills/Experience
·
BE/B.Tech/ B.Sc in Computer Science or
equivalent.
·
Experience with Windows System Administration,
familiarility with IIS and VMWare.
·
Experience with SQL queries on Oracle, MS
SQL-Server.
al support
·
Benefit: Experience with Oracle, MS SQL-Server,
and Windows operating systems
·
Benefit: Experience with development of Web-based
business applications, using XML, ASP, and VBScript.
·
Benefit: Previous experience in supporting Cloud
customers
·
Strong desire to work with highly complex
technical challenges combined with intense customer interaction
·
Excellent written and verbal communication skills
(English)
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