Applies advanced systems level technical expertise to resolve highly complex systems level customer issues
Reviews technical solution articles for accuracy and completeness, and give feedback to the authors
Accepts escalations from other technical team members as a subject matter expert, shaping group operations with depth of knowledge
Works closely with Engineering and other technical business units to increase knowledge and resolve customer issues
Mentors others in providing validated technical information, support process instructions and special support requirements
Validates technical information and issues early warning and disseminates information as needed
Interfaces directly with customers at different stages of problem resolution process including understanding issues customers are facing, communicating plans for resolution, explaining developments, and conveying resolution
Identifies, records and works with management to proactively revise current procedures and tools to improve customer satisfaction
As a 24X7X365 organization, shift work, holidays, weekends and on-call responsibilities may be required
Mentors and / or coaches less experienced TSEs, Helps develop and participate in presentations and informal training for other TSEs
Applies systems analysis techniques and procedures to determine hardware or software systems functionality
Applies technical knowledge to analyze and use highly technical troubleshooting tools and content and analytical practices;
uses operational and diagnostic procedures to diagnose and resolve issues in unique and often complex customer environments
Systematically gathers relevant information and analyzes a broad range of factors while working to diagnose and resolve issues
Determines which tool(s) to use to resolve issues including running tests and be able to identify when deviation from the available troubleshooting tools and documents is appropriate
Effectively communicates procedural and technical issues to internal and external customers in a fast paced and customer critical environment
Maintains a "closed-loop" communication style that ensures proper and consistent documentation in service request case notes;
assuring all appropriate individuals are notified of ongoing issues and problem resolution status
Contributes and develops knowledge-based articles; may perform senior or expert level tasks for assigned products and skills;
prepares articles for other TSEs and / or customers regarding technical solution
Additional Job Description
Ability to work in a high-pressure environment.
Customer Service skill.
One or more of the below skills are highly required :
Excellent knowledge of security fundamentals.
Working knowledge of Linux based servers, network protocols and web-based applications.
SQL Query Language
Active Directory Administration knowledge
API / SDK experience
Active Directory and IIS
Strong knowledge of Networking, Architecture & Administration
CISSP, CEH, OSSP or similar security certification is a plus.
Bachelors in IT, Communications or Computer Science(Technical)
Experience Required : 4-6 years relevant experience
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