Resource Trac R

Tech Support Engineer I (BB-6B754)

Encontrado en: Fidanto CR

Company descriptionHere at Infotree, meeting your career needs is a top priority. Our client satisfaction is largely dependent on the resources we can provide, and we take pride in our delivery. We have a supportive team in place to give quality people a chance to grow and challenge themselves in their roles.We have a team of dedicated recruiters and consultant care representatives that are committed to your success and wellbeing.We have placed many employees in positions that have grown into lifelong careers. The keyword for both clients and employees is Options. We give employees options of opportunities in areas and companies they never dreamed of. We give our clients options of candidates so they can choose the best for their position.Job descriptionAs a Technical Support Engineer you will be providing support to customers, using our client products, in isolating, diagnosing, reproducing and fixing technical issues in a timely manner. To be successful in this role, you must be a motivated self-starter and self-learner, possess strong customer service and technical problem-solving skills and be someone who embraces challenges.Essential Functions Resolve customer s issues via the telephone, email or WebEx session Reproducing issues in-house and responding back in a timely manner. Regular follow ups with customers with recommendations, updates and action plans. Handle technical assistance escalations from TSE1s TSE2s, communicate technically complex remedies, solutions or work-arounds in a clear and concise manner to customer or partner first line managers, and creates knowledge base content for internal and external use. Obtain and retain detailed knowledge on more than 1 assigned our client products.Qualifications Ability to learn and follow defined support and root-cause analysis processes. Proactively schedules and uses available training days. Available for on-call or after-hour rotations, with prior intimation , available for Overtime Adaptive to changes driven by customer demands or business requirements. Able to deliver a consistent experience with high quality and effectiveness. Create KB articles Capable of researching on newly discovered issues. Collaboratively works with and supports other team members. Successfully able to prioritize work demands. Increasing ability to solve practical problems without assistance and deal with a variety of variables in situations where only limited information may initially exist. Ability to interpret a variety of instructions furnished in written, oral, hands-on, or diagram form. Knowledge of management contacts in the system for technical assistance Experience dealing with various global customers, maintaining and establishing relationship with them Capable of running status calls with the customers to keep them up to date with all relevant opened issues, and on-going projects Able to handle escalations with demanding customers at a technical and management level Experience in providing Unix Linux technical support to enterprise customers. Networking In-depth understanding of L2 L3 networking protocols including switching technologies, routing fundamentals, IP subnetting, routing, firewalling, load balancers, VPN and network design Experience designing and or supporting large enterprise deployments. Hands-on experience with Linux UNIX based operating systems including strong CLI skill set and working knowledge of general system and network troubleshooting tools e.g. WireShark Good practical working ability with Linux UNIX utilities, including editors and command shells B.S. in Computer Science, Electrical Engineering, Math, or equivalent work experience Fluent in spoken and written English Multiplatform Operating Systems Knowledge Windows, Linux, UNIX would be an added advantage Work experience of 5-8 yrs. in Technical domainHighly Preferred Skills Experience with database related technology SQL Server, Oracle, DB2, etc Experience with ESX Server and or Virtual Center Server Experience with SQL query language Experience with Remote Access Trouble-shooting WebEx or ILO cards Networking Knowledge Linux command-line skills and shell scripting and or programming Experience in customization of Windows and or Linux operating systemsAdditional info

calendar_todayhace 5 días



location_on Heredia, Costa Rica

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