Location: Amsterdam, Netherlands
Working side-by-side with our clients, Blackboard is pioneering e-Education across the globe. Our academic and commerce suites of products – targeted to primary and secondary schools, higher education, corporate and government markets – deliver on the promise of the internet for online teaching and learning, campus communities, campus commerce services, and the integration of Web-enabled student services and back office systems. We are looking for motivated, extremely technically-savvy and customer service-oriented Service Delivery Engineers to join our Amsterdam, Netherlands based Managed Hosting team
The Blackboard MH Services team has a proven track record of delivering exceptional services to hundreds of clients around the globe. Blackboard is seeking an experienced, motivated and detail-oriented Support Engineer, Complex Hosting Services to join our MH Services team in Amsterdam, Netherlands. The primary responsibilities are to be supporting dedicated Support Engineer Managers with one or more elite Blackboard MH clients and provide superior level of technical client support, communication and documentation to the group of clients. This is a unique and exciting opportunity for a technically-savvy engineer with technical experience to contribute to a rapidly expanding technical organization.
The roles and responsibilities of the Support Engineer (SE), Complex Hosting Services (CHM) will fall under the objective of facilitating the current standards, as well as constantly improving management, communication, and documentation within Blackboard’s MH Services organization.
To meet these objectives, the SDE’s tasks will include, but not be limited to, the following:
Duties and Responsibilities:
Acting as the central technical resource within Blackboard MH Services for a small set of clients and maintain day-to-day knowledge of all activities and status of issues involving clients’ hosted environment Troubleshoot product and managed hosting environment issues to determine the problem root-cause(s), issue work-around and solutions Manage cases via daily queue and workload management and handle escalations Effectively account manage one or more critical clients who require a period of focused management, including the coordination of multiple issues internally or externally Liaison with Operations team who deploy, configure and maintain client environments within Managed Hosting Conducting systems audit and analysis on the performance of the client’s MH environments Providing timely and detailed reports of infrastructure changes, service outages, or degradation of services; and issue resolution reports Provide second level support and escalate software defects to Product Development Focus on delivering a positive client experience by actively supporting the client and keeping them up to date though out the lifecycle of the case Document data into the internal CRM systems with extreme quality and accuracy Author and edit technical documents (Knowledgebase wiki articles, FAQs, and resolutions) Mentor Level I staff on technical troubleshooting Develop specialty areas of expertise to become in-house SME for those specialties Undertake technical and departmental projects as assigned Maintain and drive strong process and policy adherence Participate in after-hours call rotation Specific Assignments for Support Engineers:
Support Engineers will be assigned to specialize in supporting specific technical areas of the application. These specializations include but are not limited to:
Front end application expertise on par with Instructional Designers Diagnostics and troubleshooting of web based product components and their underlying technologies Technical infrastructure such operating system and database Network infrastructure, performance troubleshooting, load balancing System integration components to other systems such as Student Information Systems Unix/Linux Systems Administration experience preferred Essential Skills, Experience and Education:
Red Hat experience or other Linux / Unix operating systems Bachelor's degree in Computer Science or Information systems preferred 2+ years of tech support preferred Understanding of Internet application technologies including; HTML, XML, Internet protocols, networking, firewalls, IIS and/or Apache web server configurations and security Strong understanding of SQL Queries Familiarity with Java application environment Problem-solving skills in complex web environments Strong knowledge of system and database administration principles Ability to replicate, diagnose and resolve problems Extremely quality conscious and Attention to detail in handling, tracking and documenting technical issues Strong team player with excellent communication skills and customer interaction skills Excels in Customer Service and understands “Customer First” philosophy Demonstrates leadership and initiative Experienced in a self-directed work environment Portrays a professional demeanor with the ability to establish and maintain effective business and client relationships *CB
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