Technical support engineer
Srednji (2-5 godina), Senior (5-10 godina)
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You will be the first in line to address client issues, to help clients to configure their systems, and to provide them with maintenance and support. You will follow clear procedures in escalating the issues, in order to promptly and efficiently provide the clients with top class proffesional support services.
- Smart and structured person
- Persistent in collecting information
- Strong communication skills
- Good knowledge of networking (Ethernet, TCP/IP, routers, switches, remote connection tools, FiberChannel)
- Fast understanding of technical problems
- Fluent English (written and spoken)
- Capability of technical issue description in English language
- Problem solving skills
- Self-motivated and ability to work on own initiative in a pressure environment
- Availability of working shifts (day / night) and during holidays.
- Availability to travel
- If needed, create & forward ticket to higher levels
- Give answers to known post/pre sales technical issues
- Create knowledge base article & forward to higher levels for approval
- Process remote Support and deployments
- Escalate serious complaints according to internal complaint process
- Collect log files & configuration files & data bases
- Structured issue analysis & setup replication