Associate Technical Support Engineer
Novell - Provo, UT

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Provide technical support for Novell customers using Novell products, with focus on supporting Clients and iPrint primarily on the Linux platform.

Required Skills :
Ability to provide accurate and timely resolutions to customer issues over the phone or electronically

Outstanding customer service skills

Pursue quality and continuous improvement

Excellent analytical, interpersonal, communication, and technical writing skills are necessary

Ability to analyze complex issues and alternative solutions, making logical decisions based on overall customer needs

Ability to prioritize tasks and manage time efficiently

High level of initiative and self-motivation

Strong background in administering and troubleshooting Novell Client and iPrint issues

Specifically, Novell will consider candidates that possess the following Novell Product knowledge and skills

Novell Client

Novell iPrint

SUSE Linux

Novell Netware

MS Windows

Duties and Responsibilities:
Troubleshoot and resolve complex, critical and sensitive support issues over the phone and electronically

Document solutions to known issues

Management status and activity reporting to customer and Novell/SUSE

Availability to occasionally be on call after hours and on weekends

Minimum Qualifications :
Working towards a bachelor's degree in Computer Science, Information Technology, Information Systems, or similar technical field or equivalent industry experience required

Extensive PC experience required

Experience with multiple network operating systems such as NetWare, Linux, Solaris, and Windows is preferred

CLP, CLE certification and/or practical experience with Linux is recommended

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Required Skills

Required Experience

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