This is a fantastic opportunity to join a leading Multi National Company in a fast past and dynamic market place. You will function primarily as hotline technical support for our Customers, System Integrators, and employees.
Key Responsibilities
• Traditional First and Second Line Technical Support, understanding Customer needs and providing solution to meet those needs.
• Be an active member of the group (i.e. handle cases as necessary, etc.)
• Ensuring efficient flow of cases within the virtual European Support Teams
• EMEA Support will also be the location of QA activities for French, German, Italian, Arabic and Spanish products. Technical Support staff will perform the QA activities.
• Manage Hot Cases/ Escalations working as necessary with customers & colleagues (Escalation Management/Support Team/Field etc).
• Establish a Development Plan and work within the MBO Program to meet/exceed objectives.
• Normal mode of operations must be multi-tasking.
• Helping to drive TS proactive duties
• Writing/reviewing Support Notes and Troubleshooting/Diagnostic notes
• Ensuring compliance with Support Services SOP’s
Requirements
• Applicants must have a BS in Engineering or Computer Science, or equivalent
• Experience in the following technologies:
• Preferably 2 to 4 years of technical support experience or consulting experience
• Understanding of object-oriented architecture for Relational Databases and/or understanding of Relational Databases including SQL.
• Experience with Unix (Solaris, AIX, Linux or HPUX) to System Admin level plus practical experience with Win 2K and/or Win NT
• Knowledge in any of the following will be an advantage:
• Database Administration / Performance Tuning experience with Oracle and / or one of SQLServer, Sybase or DB2
• Application Servers ie. Tomcat, BEA Weblogic, IBM Websphere
• XML. HTML, DHTML, Familirarity with LDAP
• Familiarity with Active Directory, Certificates, Mail Servers,
• Programming experience, preferably Java, JSP/ASP.
• Ability to understand or gather information on what the customer is trying to achieve and delivering a solution to the customers need. Excellent analytical/troubleshooting skills.
• Experience with Documentum is a plus.
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