The Technical Support Engineer will be responsible for the following:
Investigate and resolve incoming questions (phone and e-mail) and issues in a timely and effective manner.
Document all contact activity, including troubleshooting steps and problem resolution, in the CRM (call management system).
Create well written knowledge articles for all issues not already documented to reduce troubleshooting and research time of future calls Able to work with customers and internal departments outside of Support to resolve issues.
Provide excellent customer service to customer for a positive > technical support experience.
Willing to be flexible and work flexible hours when necessary to achieve team or individual goals.
Must work effectively as part of a team Must be a 'people person'
Meet specific productivity requirements Report to management new process issues that impact customers. Especially, when no procedure or process is in place for a given situation or when an existing process or procedure may need to be modified.
Opportunities for travel.
Other duties as assigned.
Two to four years technical support or equivalent experience in a software environment.
Experience in Red Hat Enterprise Linux, Oracle Solaris, Sun Solaris, HP-UX, SUSE Linux (Server or Desktop), SUSE Open Enterprise Server, or other UNIX based operating systems.
Familiar with Microsoft BackOffice or other Enterprise server applications such as Microsoft Exchange, Active Directory, SQL, IIS, Active Directory, etc.
Excellent oral and written communications skills
Must be self-motivated, able to multi-task and manage priorities effectively, and work well as a part of a team.
Must be able to work within defined procedures and within the schedule provided.
Strong customer service skills with high level of professionalism, and ability to work with complex situations
Must be able to work in high pressure situations without sacrificing customer service or level of detail
Nice to Have
SUSE Linux (CLA, CLP, or CLE certification), Red Hat Linux (RHCE or RHCSA). BS in Computer Science or related field, or equivalent experience in any UNIX based operating system.
Demonstrated proficiency in one or more of the following operating systems: Windows 2003/2007 server, SQL Server/SQL, Apache, MySQL, Oracle, or any other RDBMS.
Linux, Sun Solaris, AIX, HP-UX, UNIX, or Windows NT operating systems. Other desirable skill sets: Bourne or C Shell scripting, Java scripting, or VB scripting. Active Directory, configuration and management, Hardware Monitoring Applications Experience (CIM, DELL, HP, HP OpenView, IBM-Director). Familiarity with Microsoft Operations Manager (MOM).
Willingness to work different shifts as needed.
Work with UNIX and Windows Administrators at Fortune 500 companies to help build your knowledge of heterogeneous environments Work with award winning systems management and security products in marketplace.
Company paid training and certifications Opportunity to provide onsite support to customers Play hard and work hard environment Opportunities for advancement into Services, Product Management.
World class benefits
Local Houston area applicants only, relocation and sponsorship not available.
Job Location - Houston, TX, US.
Attachmate Group - 16 months ago