Anmeldedatum: 20.11.2007
Beitr�ge: 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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