Anmeldedatum: 20.11.2007
Beiträge: 82
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 Verfasst am: Di Sep 23, 2008 8:34 am Titel: German Technical Support Engineer (Messaging / Cork) |
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Role
Provide excellent customer satisfaction by delivering high quality customer support for the company Legato Messaging products.
Responsibilities
• Make every customer contact a reference interaction
• Assume ownership from start to finish for every assigned issue
• Represent ESG to customers in a positive and professional manner
• Communication skills that are professional, clear, and articulate (oral/written)
• Meet or exceed performance goals as outlined by Management
• Know and follow processes as outlined in the Support Process Guidelines
• Interact act with Staff Technical Support Engineers, Product Engineers and Managers to solve Customer problems
• Utilise standard tools, procedures, resources and lab research to resolve customer technical problems
• Document all case activity into the appropriate incident-tracking data base
• Populate knowledge base with support notes
• Mentor Associate Customer Support Engineers, and other team members on own product specialisations.
• Exhibit a positive attitude to customers and other employees
• Work with Manager to develop a career path for personal growth
• Continue upgrading technical, through addition of secondary products, and customer service skills
• Special projects/duties as assigned
• Participate in shift work as required
• Participate in 24 x 7 ‘on-call’ service as and when required.
• Will work to ensure that the support centre is viewed by customers as being ‘easy to do business with’.
Networking Knowledge
• Basic understanding of TCP/IP networks and subnets
• DNS and name resolution
• Operating System networking fundamentals
• Basic network hardware
Operating System Knowledge
In depth knowledge of multiple Operating Systems ordered below by importance
• Windows Server 2000, 2003
• Linux
• Basic system hardware
• Basic knowledge of scripts and scripting
Clustering Knowledge
• High Availability
• Disaster Recovery
• 2, 4, and 8 Node MSCS Basics
• Domino Cluster basics
Storage Knowledge
• External/Internal storage hardware knowledge
• SCSI and Fibre storage basics
• SAN/NAS setups and configurations
• Mirroring and Replication
• Centera / Celerra basics
Application Knowledge
• Exchange 5.5, 2000, 2003
• Active Directory
• Outlook Clients (2000, XP and 2003)
• SQL 2000
• Lotus Domino 6.x, 7.x
• Oracle 9i, 10i
• IIS 5 and 6
• Other backup software
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www.adecco.ie
Recruiter: kasia.lukaszow@adecco.ie |
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Cambridge
