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Technical Support Engineer Resume Examples

Writing a resume for a Technical Support Engineer position can be tricky. Technical Support Engineers are responsible for troubleshooting technical issues and providing technical support to customers, and employers will expect your resume to reflect the knowledge and skills required for the role. This guide will provide you with tips for writing a resume for Technical Support Engineer jobs, as well as examples of successful resumes that you can use as a reference. With the right approach and some practice, you can create a resume that will capture the attention of hiring managers and help you land the Technical Support Engineer job of your dreams.

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Technical Support Engineer

123 Main Street | Anytown, USA 99999 | Phone: (123) 456-7890 | Email: [email protected]

I am a Technical Support Engineer with 6+ years of experience in the IT industry. My primary expertise is in providing technical support to users, analyzing and troubleshooting technical system issues, and monitoring network performance. I am knowledgeable in software, hardware, system installation, and system maintenance. I have excellent communication and problem- solving skills and a passion for helping people.

Core Skills :

• Software installation, configuration, and maintenance
• Hardware installation, configuration, and maintenance
• Network performance monitoring and troubleshooting
• Excellent customer service and communication skills
• Good problem- solving and critical thinking

Professional Experience : IT Technical Support Engineer, ABC Corporation, 2018 – Present

• Provide technical support and assistance to clients using the company’s products and services
• Identify, analyze, and troubleshoot technical system issues
• Monitor network performance and make recommendations for improvements
• Install and configure hardware and software
• Document technical issues and resolutions

IT Technician, XYZ Company, 2016 – 2018

• Provided technical assistance and support to clients
• Analyzed and troubleshoot technical system related issues
• Installed and configured hardware and software
• Monitored network performance and made necessary improvements
• Provided technical support to users via phone and email

Education : Bachelor of Science in Information Technology, XYZ University, 2012–2016

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Technical Support Engineer Resume with No Experience

Recent graduate with strong computer engineering knowledge, an eagerness to learn, and excellent customer service skills, looking for an entry- level technical support engineer role.

• Strong knowledge of computer hardware and software
• Excellent communications and customer service skills
• Ability to troubleshoot complex problems and provide technical advice
• Knowledge of a variety of operating systems
• Excellent organizational and time management skills

Responsibilities

• Provide technical support to customers with issues related to hardware and software
• Assist customers with troubleshooting, installation and configuration of hardware and software
• Coordinate with other technical teams to troubleshoot and diagnose complex technical issues
• Provide technical advice to customers
• Identify and document technical issues and problems
• Perform regular system maintenance and upgrades

Experience 0 Years

Level Junior

Education Bachelor’s

Technical Support Engineer Resume with 2 Years of Experience

A highly motivated and organized Technical Support Engineer with 2 years of experience providing IT solutions to customers and clients. A proven track record of successful troubleshooting, resolving technical problems, managing customer relationships, and developing innovative solutions. Demonstrated ability to communicate complex technical solutions to customers in an easy to understand manner. Skilled in working independently and efficiently in a fast- paced environment.

• Technical Troubleshooting
• Customer Support Management
• Complex Problem Solving
• Analytical Thinking
• Innovation and Creativity
• System Administration
• Research and Development
• Network Security

Responsibilities :

• Diagnoses, troubleshoots, and resolves technical issues for customers
• Provides user training and support for customers
• Establishes strong customer relationships by proactively engaging and responding to customer inquiries
• Develops solutions to improve customer satisfaction
• Monitors and maintains the technical stability of customer systems
• Investigates and diagnoses technical issues related to software applications, networks, and hardware
• Analyzes and documents customer requests and problems to determine the root cause
• Installs, configures, and tests hardware and software solutions
• Maintains and updates customer service databases and records

Experience 2+ Years

Technical Support Engineer Resume with 5 Years of Experience

I am a highly experienced Technical Support Engineer with 5 years of experience in providing technical support services to customers. I have a knack for troubleshooting complex problems and a proven track record of finding solutions to customer issues in an effective and timely manner. My experience has allowed me to develop strong problem- solving and communication skills, as well as build a solid understanding of various software, hardware, and IT systems. I am also able to effectively follow up with customers and ensure that they are satisfied with the solutions presented.

• Technical Support
• Troubleshooting
• Problem- solving
• Customer Service
• Communication
• Software & Hardware
• Documentation
• Respond to customer inquiries in an effective and timely manner.
• Troubleshoot complex technical problems and provide customer support.
• Provide technical assistance to customers, such as troubleshooting and system diagnostics.
• Create and maintain customer service documentation and records.
• Assist customers in the installation, configuration, and optimization of their IT systems.
• Ensure that customer inquiries are resolved in a timely and satisfactory manner.
• Follow up with customers on the status of their inquiries.
• Utilize available resources to research and develop solutions to customer issues.
• Maintain accurate reports of customer service interactions.
• Monitor customer inquiries to identify patterns and trends.

Experience 5+ Years

Level Senior

Technical Support Engineer Resume with 7 Years of Experience

Highly experienced Technical Support Engineer with 7 years of professional experience in the IT industry. Expertise in troubleshooting a wide range of hardware and software issues, providing remote and on- site technical support services, and customer service. Adept in analyzing system log files and utilizing diagnostic tools to identify and resolve technical issues. Skilled in writing technical documentation, creating and managing user accounts, and maintaining computer systems. Possesses excellent customer service and interpersonal skills.

• Troubleshooting complex hardware and software issues
• Technical support services
• System log file analysis
• System diagnostics
• Documentation and report writing
• User account management
• Computer system maintenance
• Customer service
• Interpersonal skills
• Provide technical support via phone, email and remote access software
• Troubleshoot and diagnose hardware and software related issues
• Identify and document root cause of technical issues
• Manage user accounts and maintain computer systems
• Perform system upgrades and software installations
• Provide training and guidance to customers
• Create technical documentation and reports
• Monitor system performance and security
• Identify and resolve network and connectivity issues

Experience 7+ Years

Technical Support Engineer Resume with 10 Years of Experience

I am a highly experienced Technical Support Engineer with 10 years’ experience. My core skills include a deep understanding of IT systems and troubleshooting, a knack for identifying underlying issues and resolving them effectively, and the ability to teach technical concepts to others. I also have a strong background in customer service, providing clear and concise technical solutions to customers and colleagues alike. With my knowledge and expertise, I can ensure a seamless technical support experience.

• Deep understanding of IT systems and troubleshooting
• Ability to identify underlying issues
• Strong background in customer service
• Excellent problem- solving skills
• Proficient in teaching technical concepts
• Outstanding written and verbal communication
• Proven ability to adapt to changing environments
• Proven record of reliable and timely delivery of solutions
• Respond to customer support requests and technical inquiries in a timely manner
• Diagnose and resolve technical issues
• Escalate complex issues to relevant personnel
• Update customer records and provide feedback on support issues
• Train customers and colleagues on technical processes and troubleshooting
• Implement, maintain, and improve technical support systems
• Monitor and analyze system performance
• Research, develop, and implement solutions for technical issues

Experience 10+ Years

Level Senior Manager

Education Master’s

Technical Support Engineer Resume with 15 Years of Experience

A highly motivated and experienced Technical Support Engineer with 15 years of experience in providing technical assistance to customers and troubleshooting technical issues. Proven knowledge in the areas of designing and implementing IT solutions in a variety of industries. Possesses strong problem- solving skills and excellent communication and customer service skills.

• Excellent customer service and communication skills.
• In- depth knowledge of computer hardware and software, networking, and telecommunications.
• Troubleshooting technical issues and providing assistance to customers.
• Designing and implementing IT solutions.
• Skilled in problem- solving and conflict resolution.
• Ability to work independently or as part of a team.
• Responding to customer inquiries in a timely and professional manner.
• Diagnosing technical issues and providing solutions.
• Installing, configuring, and troubleshooting hardware and software.
• Working with customers to understand their needs and providing technical support.
• Developing and implementing IT solutions for customers.
• Providing on- site support for customers.
• Performing regular maintenance and troubleshooting on computer systems.

Experience 15+ Years

Level Director

In addition to this, be sure to check out our resume templates , resume formats ,  cover letter examples ,  job description , and  career advice  pages for more helpful tips and advice.

What should be included in a Technical Support Engineer resume?

Technical Support Engineers help customers troubleshoot and fix technical problems. They are responsible for providing technical assistance and support to customers, and need to have excellent problem-solving skills and technical knowledge. When writing a resume for a Technical Support Engineer position, it’s important to include all relevant skills, experience, and education that you have. Here are some of the key points to include in a Technical Support Engineer resume:

• Excellent customer service skills with the ability to quickly address customer concerns and provide helpful solutions.
• Knowledge of common technical issues and how to solve those problems.
• Proficient in the use of computers and the latest software applications.
• Ability to troubleshoot hardware and software issues.
• Successful history of resolving customer issues in a timely manner.
• Excellent written and verbal communication skills.
• Ability to work independently with little or no supervision.
• Experience working with customer service teams and teams of other technical support engineers.
• Experience in documenting customer issues, creating technical reports, and providing feedback.
• Bachelor’s degree in computer science or related field.

What is a good summary for a Technical Support Engineer resume?

An effective Technical Support Engineer resume should focus on the candidate’s technical knowledge and experience in providing technical support in a variety of environments. It should highlight the individual’s ability to troubleshoot technical issues, configure systems, and recommend necessary software and hardware upgrades. It should also mention the candidate’s customer service and communication skills, as well as their ability to work independently or in a team environment. Furthermore, the resume should list the candidate’s certifications, any specific software and hardware experience, and any relevant coursework related to technical support. Finally, the resume should be tailored to the specific job requirements and should emphasize the individual’s commitment to providing quality technical support.

What is a good objective for a Technical Support Engineer resume?

Technical Support Engineers provide technical assistance to customers and clients who are having difficulty using a product or service. They are typically responsible for troubleshooting computer hardware and software systems, researching solutions, and providing advice and customer service. When creating a resume for a Technical Support Engineer position, it is important to include a clear and concise objective. Here are some examples of good objectives for a Technical Support Engineer resume:

• To obtain a Technical Support Engineer position utilizing my customer service, troubleshooting, and communication skills.
• Seeking a Technical Support Engineer position to use my abilities in customer service and problem solving to provide technical assistance to customers.
• Seeking a Technical Support Engineer role to use my knowledge of computer hardware and software systems to provide excellent customer service and technical support.
• To use my knowledge and experience in customer service and troubleshooting to obtain a Technical Support Engineer position.
• To utilize my troubleshooting and communication skills to become a successful Technical Support Engineer.
• To secure a Technical Support Engineer position and use my knowledge of computer systems and customer service to deliver excellent service.

How do you list Technical Support Engineer skills on a resume?

When listing your skills as a Technical Support Engineer on a resume, you should highlight any technical, customer service, administrative and communication skills that you have. This will show employers that you have the necessary qualifications to succeed in the role.

• Technical Skills: List any relevant technical experience and proficiency with software, hardware and other technical equipment.
• Customer Service: Showcase your problem-solving and customer service skills.
• Administrative: Demonstrate your organizational, administrative and computer literacy.
• Communication: Indicate your ability to communicate technical information to colleagues and customers.
• Troubleshooting: Showcase your experience in troubleshooting and resolving customer issues.
• Time Management: List your ability to manage multiple tasks and prioritize effectively.

By including these skills on your resume, you will show employers that you are a well-rounded Technical Support Engineer. Make sure to provide detailed examples of how you have applied these skills in previous positions. This will show employers that you are an experienced and qualified professional.

What skills should I put on my resume for Technical Support Engineer?

A technical support engineer should have a comprehensive list of technical skills on their resume to demonstrate their expertise in the field. Here are some of the most important skills for a technical support engineer resume:

• Technical Troubleshooting: Technical support engineers should have in-depth knowledge of the technology they support, as well as the ability to troubleshoot and resolve technical issues quickly and effectively.
• Customer Service: Technical support engineers should have excellent customer service skills, as well as the ability to communicate effectively with customers and explain technical concepts in a clear and concise manner.
• Problem Solving: Technical support engineers must be able to think critically and use creative problem-solving techniques to diagnose and resolve technical issues.
• Networking: Having a strong knowledge of network architecture and protocol is essential for technical support engineers, as they are often required to troubleshoot network related issues.
• Hardware and Software: Technical support engineers should have a strong understanding of the hardware and software they support, as well as the ability to install, configure, and maintain hardware and software components.
• Scripting: Technical support engineers should have experience using scripting languages in order to automate certain tasks and increase efficiency.
• Documentation: Technical support engineers must have the ability to document technical procedures and processes in order to provide accurate information for future reference.

Having these technical skills on your resume can help you stand out from the crowd and demonstrate your abilities as a technical support engineer.

Key takeaways for an Technical Support Engineer resume

When you are crafting your resume as a Technical Support Engineer, the goal is to show potential employers that you have the required skills and qualifications to succeed in the role. To stand out from other applicants, it’s important to emphasize your technical expertise, problem-solving abilities, and customer service experience. Here are some key takeaways for a Technical Support Engineer resume:

• Highlight your technical skills: As a Technical Support Engineer, potential employers will want to know that you have the technical skills and knowledge needed to troubleshoot and resolve technical issues. Be sure to list these skills prominently on your resume and provide examples of how you have used them in previous roles.
• Emphasize your problem-solving abilities: Technical Support Engineers must be able to think critically and quickly identify and resolve customer issues. Showcase your problem-solving abilities by highlighting projects and tasks you’ve completed in the past that involved troubleshooting customer issues.
• Demonstrate your customer service experience: Technical Support Engineers must be able to deliver excellent customer service. Include customer service experience on your resume, such as responding to customer inquiries and complaints, providing technical support and guidance, and demonstrating patience and understanding.
• Include relevant certifications: Employers may look favorably upon Technical Support Engineers who have obtained relevant certifications, such as CompTIA A+, CompTIA Network+, or Microsoft Certified Solutions Expert (MCSE). Be sure to list any certifications you have obtained on your resume.

By emphasizing your technical skills, problem-solving abilities, and customer service experience on your Technical Support Engineer resume, you can demonstrate to employers that you have the qualifications for the job. Follow these key takeaways and you will be well on your way to creating a standout resume.

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• Resume Templates

Tech Support Resume: 12+ Examples You Can Copy & Use

In the digital age, the professional world relies upon technology in nearly every aspect.

But so often that technology fails or runs into problems.

This is where you come in!

Tech support is a vital component to countless industries and companies. As a technical support specialist, you will have access to multiple avenues of employment.

Your expertise is always sure to be in high demand.

But first you’ll have to sell your skills and expertise to clients and employers.

This process starts with a great resume.

In the following article, we’re going to help you write a polished and impressive resume that will enable you to get about doing the work you love!

So where to begin?

We’re going to guide you through the essentials of good resume writing.

• Resume Template
• Writing Your Resume Summary
• Areas of Expertise
• Writing Your Work Experience
• Writing Your Education Section
• Additional Sections
• Resume Points to Remember

Resume “Don’ts” to Remember

• Some Helpful Tools

Let’s begin with a sample tech support resume to demonstrate how all the resume pieces fit together. Then we will break each section down to really drill into how to write the best tech support resume you possibly can.

Tech Support Resume (Text Version)

Contact info:.

Joshua Williams [email protected] 1 (909) 172-0473 San Bernardino, CA 92376 linkedin.com/joshwilliams

Summary Statement:

Technical Support Specialist : Experienced Tech Support Specialist with knowledge of multiple systems/applications. Adept at troubleshooting and learning new concepts. Skilled in security management, website and software functionality, internet connectivity, and general IT issues.

Key Accomplishments/Areas of Expertise

• Networks (VPNS, WLANS)
• IT Troubleshooting
• Communication
• Customer Service

Professional Experience:

Spahn Manufacturing | San Bernardino, CA Tech Support Specialist | May 2017 – Present

• Develop training programs for employees
• Maintain software and network for company
• Report weekly to IT Manager
• Provide full technical support for company systems and software
• Implement timely solutions to technical problems

VW Blogs | San Bernardino, CA Tech/Customer Support Specialist | March 2015 – March 2017

• Instructed platform users with solutions to problems
• Modified platform as needed via programming alterations
• Found resolutions to network connectivity issues
• Created backups of company servers
• Recovered user/system data when required
• Assured network security via anti-virus software & firewall installation

Peterson International Group | San Bernardino, CA Tech Support Specialist | June 2012 – December 2014

• Responded to customer inquiries involving services & technical issues
• Monitored company systems & web hosting platforms
• Helped small businesses achieve goals via technical recommendations
• Coordinated automated networks and data links
• Executed preventative maintenance and system updates

Education/Certifications

Bachelor of Science in Information Technology Concentration: Computer Science Nevada State College, Henderson, NV, Class of 2012

As a tech support specialist, you know all about troubleshooting and problem solving. There is a structure and method by which you perform your work.

A good resume also follows certain guidelines. Observing these guidelines will produce a fail-safe document that demonstrates your skills and value.

Formatting and language are two of the key elements of resume writing.

In a job market currently flooded with applicants, many companies now use scanning bots to search resumes for relevant keywords and language.

Keep this in mind as you’re putting your tech support resume together.

Your resume needs to be scannable.

When your resume comes before the eyes of a hiring manager, it will be looked over for approximately 6 seconds.

This isn’t much time to make an impression, so your resume has to be highly readable.

Part of achieving reliability with your tech support resume is making sure that the most relevant information reaches the reader quickly.

This is why you should use reverse chronological order for your resume’s layout.

Your most recently acquired skills and current position will be seen sooner rather than later.

Font selection is also important. Choose a sensible and clean font, nothing outlandish or cluttered.

Scannability is achieved in part through good use of white space. Make certain that you space your columns and lists correctly.

No clutter on the page!

Creating A Resume Summary

The first section of your tech support resume is comprised of a summary of your expertise and areas of skill.

The summary is an opening salvo of sorts, your chance to make a great first impression.

If effective, your summary will make the reader want to know more about you.

In 2-3 sentences, sum up who you are professionally. Show that you’re good at what you do. Demonstrate your value as a candidate.

Be succinct, but not general.

PRO TIP : It used to be commonplace to begin a resume with a statement of objective – what you are seeking in a position. However, this is now an outdated method and considered unprofessional. Your goal is to emphasize your best skill points right off the bat. Show them why you’re the best candidate.

Let’s take a look at what makes for an effective summary and what pitfalls to avoid:

Experienced Tech Support Specialist with knowledge of multiple systems/applications. Adept at troubleshooting and learning new concepts. Skilled in security management, website and software functionality, internet connectivity, and general IT issues.

Tech Support guy with lots of knowledge. I can learn new things and I’m the man for the job. Security, websites, software functionality, I can help with all the IT issues you may encounter.

The “Yes!” example is a simple yet effective summary that highlights key skill areas and communicates wide experience.

Power words are used to convey ability, confidence, and energy.

Our “No!” example mentions some skill areas, but they are not supported by the surrounding language.

Use of the first person as well as a general attitude of unprofessionalism makes this summary weak and ineffective.

Remember, your summary will be your first impression.

So make it a good one!

Take time with your word choice. Write several drafts. Experiment.

Areas of Expertise/Key Accomplishments

Your summary is a paragraph. While it’s important as an introduction, you need something easier to read in order to drive home your value as a candidate.

This is why we suggest putting together a list of your Key Accomplishments , or Areas of Expertise .

Remember, your skills are what sets you apart from other applicants!

Use bullet points for your formatting in this section.

• Languages (SQL, JAVA, HTML)

So this is a list of two types of skills.

Hard skills and Soft skills.

What’s the difference?

Hard skills are skills you acquired on the job or in job training/education. They refer to your strongest areas of expertise.

Soft skills have to do with your natural abilities.

Critical thinking, analytical ability, and communication skills – these are soft skills.

Your bulleted list should represent a balance of these two skill types.

PRO TIP : We generally know or have an idea of what we’re good at. But if you need some help, ask former coworkers, employers, or consult performance records for a refresher/reminder.

(See below for a helpful table of some suggested hard and soft skill ideas to inspire you in writing your skills section.)

Putting Together Your Work Experience

Now we move on to the section of your tech support resume in which you’ll demonstrate how you’ve been using your skills.

This is your work experience section.

Here you’ll list the positions you’ve held that pertain to the new role you’re seeking.

In some cases, such as lack of experience, you’ll have to include other jobs and roles, but we’ll discuss that in a bit.

Use reverse chronological order to list the positions you’ve held. This means start with your most recent job and then work backwards through time to the beginning of your career.

First, list the basics:

• The company name
• Where the company is located
• What job you performed there

It is common practice to include dates of employment as well. However, sometimes dates are left off a resume because of significant gaps of time between positions, or short periods of employment.

If you do choose to leave dates out, be aware that you will be asked about time gaps in an interview context. Employers are going to want to know all about lengths of employment.

After getting down the basics of the company and job, move on to listing your day-to-day roles within the position.

Use bullet points and power words to summarize your functions while employed.

Remember that power words convey action and ability .

3-5 bullet points should be sufficient to communicate your responsibilities while at each job.

Examples for reference :

Spahn Manufacturing | San Bernardino, CA | Tech Support Specialist | May 2017 – Present

Spahn Manufacturing | Tech Support Specialist

• Did training programs
• Software and networking for company
• Spoke with manager sometimes
• Supported IT company systems and software

The first entry example demonstrates a solid professional with pointed experience in the tech field.

Strong power words are used to give each role a sense of competence and authority.

The overall impression made is that the candidate is someone to depend upon.

The second example lacks crucial information in the heading, leaving out the location and dates of employment.

The bullet points are too general and poorly worded.

Overall, nothing of much value can be gained from the entry – that’s not what you want!

PRO TIP : Remember that your Work Experience entries should demonstrate your skills in action. Even a mundane daily role should be highlighted if it’s relevant to the position you’re seeking. Use a suitable power word to bring life to your description.

More About Bots

We mentioned bots at the start of this article.

They function through Applicant Tracking Systems (ATS) , scanning resumes for relevant language and keywords.

If you know that your potential employer is using an ATS, you can consider making some formatting alterations, particularly to your Work Experience section.

For instance, use a paragraph instead of bullet points for your work history entries.

Instead of this:

Try something like this:.

Develop comprehensive training programs for employees. Maintain software and network for the company. Report weekly to the IT Manager and team. Implement timely and suitable solutions to technical problems.

Another alternative would be to use a paragraph with limited bullet points to emphasize certain roles of note:

• Received performance award during second year

A paragraph provides you with some advantages when dealing with an ATS. More text allows for more keywords and relevant language.

However, a significant downside is a decrease in readability – paragraphs are harder to read for a human.

So unless you’re absolutely sure that an ATS is going to be your biggest obstacle, we advise sticking with bullet points alone.

Education Details

The typical resume wraps up with a section of education credentials.

Here you will list the institution(s) you attended and degree(s) earned.

Start by putting down the highest level of education you’ve attained.

Example: Master’s Degree, Bachelor’s Degree, High School Diploma, etc.

Now work backwards, just like with your work history.

Include concentrations, certifications, and minor degrees as well.

You can even add your GPA. It will help boost your value if you lack experience. You can always remove it later on down the line in your career.

The same holds true for academic accomplishments like being on the Dean’s List.

Bachelor of Science in Information Technology

Concentration: Computer Science Nevada State College, Henderson, NV, GPA: 3.8 Class of 2012

Also, consider adding ways in which you’ve expanded your professional knowledge.

• “Tech Today,” Professional Workshop, San Diego, CA
• “IT for You,” Online Seminar

Additional Section

The resume structure is flexible enough to allow for an additional section should you require it.

An extra section can include special accomplishments that don’t quite fit in with the other sections of your tech support resume.

• Awards and honors
• Publications
• Noteworthy Projects
• Social Media Influence
• Speaking Engagements
• Hobbies/Interests
• Volunteer Work

What if You Have No Experience?

Whether you’re a new graduate just starting out in the professional world, or someone who is in the middle of changing careers, little or no experience can be a challenge when trying to get your foot in the door.

But there are some things you can do with your resume that will make the task easier for you.

For instance, consider moving your education details. Place them under your summary.

Because if you lack experience, your education is going to be crucial to demonstrating your value as a candidate.

Your work history is going to be a challenge if you have little to no experience in your chosen field.

But don’t let the challenge frighten you away from writing your tech support resume!

In listing the work experience you do have, try and tailor your bullet points to be as relevant as possible.

So you’re seeking a career in tech support. Consider things you’ve done or skills you’ve acquired that can help you in your new role.

For instance, have you ever held a job that required organization and troubleshooting?

Have you ever dealt with customers?

Have you worked according to a set timetable or on a deadline?

What about experience with computers?

All of these skill points could prove valuable to you!

Some Things to Remember

It should go without saying, but we need to remind you to list your contact information on your resume page.

It can be surprisingly easy to forget.

So jot down your email address or LinkedIn profile. Just make it simple for them to get in touch with you.

Hopefully, we’ve shown you how to use your space wisely. Start with your resume summary, followed by skill points, your work experience, and finally your education details.

Power Words

Power words really are a tremendous asset. Choose them wisely and they will certainly make an impact on the reader. Remember to use a variety of them!

A Proofreader

A second set of eyes is always helpful. Have a trusted person give your resume a look over when you’ve finished. More than likely they will catch something you missed!

Here are some mistakes or errors you should avoid making.

First person language

Don’t use first person language in your summary or elsewhere on your resume. While writing “I” or “me” may feel natural, it is incorrect and unprofessional.

A single page is all you should need. If you feel you need to exceed one page, then you need to do some trimming. All your relevant skills and experience can be condensed to fit.

Writing something more than once will not make it stick in the mind of a hiring manager. Rather, they will gain an impression of you as un-serious and even lazy. Keep your language varied!

(We’ve put together a handy table of power words below to use for inspiration.)

Fonts or formatting

Remember that your two chief goals are readability and scannability. An odd font or weird formatting will not help you achieve these!

Helpful Tools:

Tech support resume power words.

• Implemented
• Coordinated

Tech Support Resume Skills List

Pamela Skillings

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Technical Support Resume Examples and Templates for 2024

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Joseph Corbin (123) 456-7890 [email protected] 123 Carpenter Street, Philadelphia, PA, 12345

An IT professional with three years of experience specializing in technical support, customer service, and system administration. Adept at communicating effectively with customers to identify ideal solutions to technical issues and ensure client satisfaction.

Professional Experience

Technical Support Specialist, HP Pavilion, Philadelphia, PA October 2020 – Present

• Troubleshoot and resolve 25-35 tier I technical issues on a daily basis for HP desktop and laptop devices, diagnose hardware and software issues, conduct root-cause analysis, and escalate tier II and tier III issues to appropriate personnel
• Generate customer satisfaction ratings of 93% and receive recognition from management for achieving a top-three ranking in resolution times across a 30-person team
• Coordinate with the IT manager and technical support specialists to refine the knowledge base for recurring issues to reduce average call times by 5-10 seconds on average

Technical Support Representative, BestBuy, Philadelphia, PA May 2019 – October 2020

• Diagnosed and troubleshot technical issues related to computer devices, delivered quality customer service and achieved a 91% satisfaction rating on exit surveys
• Communicated empathetically with frustrated customers to resolve problems and calmly guided them through the technical support process

Bachelor of Science (B.S.) Information Technology Temple University Philadelphia, PA September 2015 – May 2019

• Information Technology
• Technical Support
• Root-Cause Analysis
• Customer Service
• Hardware Configuration

Mina Sayed (123) 456-7890 [email protected] 123 Pine Brook Dr, Miami, FL 12345

A Technical Support Specialist with five years of experience specializing in information technology, customer service, communication, and software configuration. A proven track record of interfacing with diverse clients to resolve complex software defects and technical issues.

Technical Support Specialist, Apple, Miami, FL October 2019 – Present

• Provide technical support to 30+ customers per day for Apple devices and products, translated complex technology concepts into accessible language, and deliver guidance to customers to deliver timely resolutions and ensure satisfaction
• Coordinate with the Training Manager to implement a new training program for 100+ representatives and support the development of new curriculum
• Deliver support to team members to identify appropriate solutions for issues using the company knowledge base, resulting in a 5% reduction in escalations

Technical Support Representative, Samsung, Miami, FL May 2017 – October 2019

• Fielded and resolved over 25+ technical issues per day related to Samsung mobile devices, supported customers retrieving lost data, and delivered step-by-step instructions to configure new phones and ensure optimal performance
• Achieved customer service ratings of 93% by utilizing conflict resolution techniques to calm frustrated customers quickly and efficiently

Bachelor of Science (B.S.) Information Technology University of Miami, Miami, FL September 2013 – May 2017

Meera Patel (123) 456-7890 [email protected] 123 W 15th Street, Minneapolis, MN 12345

A Technical Support Team Lead with 10+ years of experience leading high-performance teams to resolve complex software issues. A strong history of identifying opportunities to improve the delivery of technology solutions for client businesses.

Technical Support Team Lead, Salesforce.com, Minneapolis, MN October 2016 – Present

• Field 15+ tier III issues per day related to the Salesforce CRM platform, interface with customers to diagnose root causes, and achieve a 95% client satisfaction rating
• Provide training to end-users on the Salesforce CRM and deliver step-by-step instructions for configuration and updates to ensure optimal functionality based on customer needs
• Coordinate with the IT Manager to supervise a team of 25+ technical support representatives and deliver coaching and mentorship to improve performance

Technical Support Specialist, PeopleSoft, Minneapolis, MN May 2011 – October 2016

• Resolved technical issues for client businesses during the integration of the PeopleSoft HR solution, which included diagnosing complex configuration issues
• Coordinate with the escalations team to identify solutions for tier III issues and ensure timely resolution to maintain positive client relationships

Bachelor of Science (B.S.) Information Technology University of Minnesota, Minneapolis, MN September 2007 – May 2011

• Team Leadership
• Software Configuration
• Client Relations

Your technical support resume should demonstrate an ability to troubleshoot and resolve technical issues. Also, it must display your ability to deliver high-level customer service with a responsive approach and collaborate cross-functionally to offer solutions to complex technical problems. Review our list of tips and examples to accelerate your job search and land your next interview.

1. Create a profile by summarizing your technical support qualifications

Creating a compelling snapshot of your technical support career is the best way to draw the reader in. Start by listing your job title, years of experience, and three to four specializations that align with the job posting. In the subsequent sentences, establish yourself as a thought leader within your space.

For example, if you have a proven track record of implementing new processes to improve resolution times, highlight this information directly in your profile. If you supervise a team of 25 technical support representatives or collaborate with cross-functional groups, draw attention to these details in your summary. Providing these types of insights will help you tell your story and communicate the value you can bring to prospective employers.

Senior-Level Profile Example

Entry-level profile example, 2. create a powerful list of your technical support experience.

Create bullet points that emphasize your career achievements rather than job responsibilities to craft a results-driven professional experience section. Companies are interested in results, and as a technical support professional, it’s important to showcase the value of your contributions by incorporating data, metrics, and monetary figures.

Emphasize your ability to collaborate with cross-functional teams and translate complex technical concepts into accessible language, as you won’t always work solely with technical support and information technology (IT) professionals.

Senior-Level Professional Experience Example

Technical Support Team Lead, Salesforce.com, Minneapolis, MN

October 2016 – Present

Entry-Level Professional Experience Example

Technical Support Specialist, HP Pavilion, Philadelphia, PA

October 2020 – Present

3. List your technical support education and certifications

In addition to your education, feature any relevant certifications you’ve achieved throughout your technical support career. Although most employers will be more interested in your professional experience, obtaining other credentials will show you are motivated to advance your IT career.

For instance, earning a Microsoft 365 Advanced Administrator credential requires a deep dive into the platform’s sophisticated tools and will position you as an expert. A certification alone won’t guarantee an interview for senior-level job seekers, but it will show prospective employers you’re committed to continuous learning.

• [Degree Name]
• [School Name], [City, State Abbreviation] | [Graduation Year]
• Bachelor of Science (B.S.) Information Technology
• Temple University, Philadelphia, PA | 2016

Certifications

• [Certification Name], [Awarding Organization], [Completion Year]
• Microsoft 365 Administrator Advanced, Microsoft, 2020
• Certified Information Systems Security Professional (CISSP), International Information System Security Certification Consortium, 2019

4. Make a list of your technical support-related skills and proficiencies

Most organizations rely on some form of applicant tracking system (ATS) to identify qualified candidates for job openings. To get your resume through the initial screening process and into the hiring manager’s hands, incorporate keywords from the job description directly into your profile, professional experience, and skills section. Below, you’ll find a list of key terms and skills you may encounter while applying for technical support positions:

5. Highlight your communication and cross-collaboration skills

Technical support requires much more than solving IT issues and troubleshooting computer problems. Emphasize your deep technical expertise, and highlight your communication and cross-functional leadership experience. As a technical support engineer, you’ll be interfacing with a range of professionals, so it’s important to focus on your ability to communicate effectively with both technical and non-technical personnel.

6. Showcase specialized training and IT credentials

Beyond listing certifications you earned as a technical support professional, highlight special skills that will draw the attention of hiring managers. For example, if you earned a Certified Information Systems Security Professional (CISSP) certification that positions you as a cybersecurity expert, note in your resume summary that you are adept at improving the IT security posture of businesses. If you are applying for a position that will center on Microsoft 365 and you are a Microsoft Certified IT Professional, note this in your profile because it will position you as an ideal candidate for the job.

How To Pick the Best Technical Support Resume Template

When selecting your template, prioritize structure and readability over visual appeal. Content is king. Your professional experience, skills, and education should always be the focal point of your resume. Hiring managers will always be more interested in your achievements and qualifications than the style of your template.

Frequently Asked Questions: Technical Support Resume Examples and Advice

What are common action verbs for technical support resumes -.

Action verbs help hiring managers visualize your contributions, but it’s easy to find yourself running short on action verbs during the resume-building process. Differentiating your word choice can enhance the quality of your bullet points and eliminate the appearance of redundancy.

Try these action verbs to craft your professional experience section:

How do you align your resume with a technical support job description? -

According to the Bureau of Labor Statistics , jobs for technical support engineers, also known as computer support specialists, are projected to grow by 6% from 2021 to 2031, which is average compared to most occupations. This growth is driven by a need to provide technical help and training to businesses but might be offset as some organizations explore artificial intelligence (AI) such as chatbots for tech support. Also, smaller businesses might contract with an IT-managed services provider (MSP) rather than hire an in-house technical support professional.

Although these projections are fairly optimistic, still align your resume with the job description to secure interviews for the most lucrative opportunities. For example, suppose a company is looking for a technical support expert specializing in hardware configuration. Provide specific examples of this in your professional experience section. Or, maybe a company wants to hire a tech support professional who can manage other technical support staff. Be sure to showcase leadership and management experience to draw the attention of the hiring manager.

What is the best technical support resume format? -

The reverse chronological format is ideal for most resumes, including technical support. This approach ensures your most recent and relevant experience is featured at the top of your document. Even at the entry level, it’s best to avoid functional resume formats. If you lack hands-on experience, you’d still be much better served by illustrating certifications and academic projects rather than only listing skills.

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Crafting a strong cover letter helps your chances of landing an interview during a job search. The key to creating a compelling cover letter is to customize your document for the organization you’re applying to. Read our Information Technology IT cover letter guide to learn how. For other related cover letter examples, see our computer science and software engineer cover letter guides.

Frank Hackett

Certified Professional Resume Writer (CPRW)

Frank Hackett is a professional resume writer and career consultant with over eight years of experience. As the lead editor at a boutique career consulting firm, Frank developed an innovative approach to resume writing that empowers job seekers to tell their professional stories. His approach involves creating accomplishment-driven documents that balance keyword optimization with personal branding. Frank is a Certified Professional Resume Writer (CPRW) with the Professional Association of Resume Writers and Career Coaches (PAWRCC).

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Technical Support Engineer Resume Samples

The guide to resume tailoring.

Guide the recruiter to the conclusion that you are the best candidate for the technical support engineer job. It’s actually very simple. Tailor your resume by picking relevant responsibilities from the examples below and then add your accomplishments. This way, you can position yourself in the best way to get hired.

Craft your perfect resume by picking job responsibilities written by professional recruiters

Pick from the thousands of curated job responsibilities used by the leading companies, tailor your resume & cover letter with wording that best fits for each job you apply.

Create a Resume in Minutes with Professional Resume Templates

• Work closely with Red Hat development engineering, and assist production support engineers and technical account managers
• Manage the contract and queue with all tickets end to end working closely with shift leads and Duty managers/ Team Managers
• Work closely with the Customer Success Manager (CSM) and Managed Services Representative to maintain visibility and provide consistency to the Customer
• Provide initial response, operational assistance, and development of software workarounds and/or resolutions
• Creates solutions to customer problems. Provide sound recommendations to their queries. Provides resolution the first time
• Provide proactive communication to clients, account managers and project managers
• Offer developer-to-developer assistance for the Red Hat JBoss Middleware suite
• Workaround management - Create and manage workarounds, removing once the permanent fix has been initiated
• Escalation Point for any non-adherences or ticket quality management for the contract. Work on driving improvement actions with Duty managers/ Team managers
• Work closely with Red Hat development engineering and assist production support engineers and technical account managers
• Develops and implements network enhancements and makes recommendations for improvement
• Provide post sales technical support for 1353 NM, 1354 RM, 1350 OMS, Optical Management System (OMS) and Network Management System (NMS) product lines
• Identify, develop and execute an individual development plan with minimal management direction
• Work closely with Red Hat Development Engineering and assist production support engineers and technical account managers
• Good communication skills with ability to use it effectively and persuasively, and be able to respond professionally to customers queries
• Highly analytical with extreme attention to details and the ability to derive facts quickly, methodically, and accurately
• Detailed knowledge of MS Exchange 2003-2013 AND/OR Detailed Knowledge of Lotus Domino 6.5.4 and 7 (Version 8
• A very good knowledge of Dutch and German language is important. Good knowledge of English is
• Working knowledge of CRM s (customer relationship management) and Knowledge systems -any major CRM or Knowledge system e.g. JIRA, Salesforce.com etc
• Excellent written and verbal communication skills, with an ability to empathize with customers with varying levels of technical ability
• Detailed, organized and results oriented, with a strong level of attention to detail
• Excellent knowledge of transit industry. Comprehensive knowledge/experience with Thales products will make you an ideal candidate
• Knowledge on HPUX and RHEL operating systems. Knowledge on SNMP, TL1, REST, TMF814 protocols. Knowledge on Shell, Perl and other scripting languages
• Working knowledge of CRMs (customer relationship management) and Knowledge systems - any major CRM or Knowledge system e.g. JIRA, Salesforce.com etc

15 Technical Support Engineer resume templates

Read our complete resume writing guides

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• Experience with installing Linux, Macintosh, and Windows operating systems, hardware, and peripherals
• Strong skills in hardware setup, troubleshooting, diagnosing hardware failure, and the ability to reseat, repair, or replace components (including DIMMs, storage media and drives, video and other cards, fans, and others)
• Ability to apply excellent customer service and communication skills in a demanding, deadline-oriented environment
• Must be able to move workstations and monitors
• Basic network troubleshooting skills, including understanding of DNS and TCP/IP as it impacts hardware deployment, familiarity with patching network cables
• Two to five years of experience in a computer hardware service environment
• Certification or experience in Apple, Dell, or HP hardware repair
• Expertise with hardware and software troubleshooting tools, including shell scripting
• Familiarity with animation production pipelines
• Proven track record in creating documentation and user guides
• Provide Help Desk/Service Center support, monitoring all inbound calls for the Studio
• Support a wide array of software packages both internally developed and purchased from third parties
• Take ownership of calls and attempt to resolve all calls at their level, only escalating when Tier 2 teams are necessary for problem resolution
• Support multiple hardware and operating system platforms including Mac, Linux, iOS and occasionally Windows as well as related software, printers, networks, remote access, and connectivity
• Utilize a consolidated, Studio-wide ‘help desk’ process that supports the recording and resolution of problems and service requests submitted by end-users
• Apply solutions where possible and appropriately route calls and monitor all activities until the issue is effectively closed
• Work with management to continually hone Help Desk procedures and policies
• Support self-help and on-line training methodologies, to enable users to easily solve their own issues including documentation and video training
• Collaborate effectively with other Technology teams to define how end-user support should be coordinated, delivered, standardized and communicated
• Oversees the problem resolution of technical issues and recommend process improvements
• Act as a collaborator with the larger Technology team including possible night or weekend work
• Minimum 2-5 years experience in technical support or front-end user support, preferably in a production setting
• Strong knowledge of Linux, OSX, or other Unix
• Experience with software packages used in the Animation or VFX industries such as Nuke, Maya, Photoshop
• Experience with productivity applications such as Open Office, Microsoft Office, and Google Docs
• Experience in a help-desk environment, fluid in the use of help desk tools, prioritization of support calls, effective documentation of how a call was answered/remediated, etc
• Install, configure, and maintain desktop and laptop computers as well as mobile devices
• Must have the ability to backfill and support other team members, when needed
• Required to provide individual user-training, on workflows, script/tool usage, mobile device usage and/or production and Studio procedures
• Excellent Communication skills and strong customer-service orientation
• Strong analytical problem solving skills
• Able to multitask in a highly complex, diverse, production environment
• Able to quickly prioritize decisions given incomplete and conflicting knowledge
• Highly self-directed, being able to both manage and (re)prioritize the multiple concurrent and competing challenges, issues, ambiguities, and contradictions that, inevitably, occur when supporting production
• Deep knowledge and experience with Linux or Macintosh system administration
• Configuration or administration of issue tracking systems such as RT or Jira
• Experience with CG Animation, Visual Effects, or Video Game production environments
• Familiarity with systems tools and protocols (e.g. SNMP, OpenView, Nagios, iperf, Zabbix)
• Knowledge of work from home systems such as PCOIP and RGS
• Excellent listening skills and a strong sense of customer service
• Quick learner and Team player
• College degree with a computer science or related major
• 3-5 years technical support experience in the network management field
• Knowledge of routers, switches and firewalls from vendors like Cisco, Checkpoint and F5
• Experience in Network Administration or in a related field or area
• Familiarity with standard concepts, practices, and procedures relating to Windows Operating Systems, Windows networking and troubleshooting Windows network environments
• Utilizes experience and judgment to plan, document and accomplish goals
• Ability to manage multiple high priority tasks
• A degree of creativity and latitude is required
• Ability to fully integrate in a team of support engineers
• Effective written and verbal communication skills required
• Good Knowledge of Non-Windows based Operating Systems (Linux, Solaris, Mac)
• Experience in SQL administration
• Experience with Patch Management and Endpoint Protection
• An experienced Customer Facing Support Professional, you will ideally have worked within the European subsidiary of a multi-national organisation. You will be able to respond to complex incidents both verbally and in writing, as the situation demands
• Excellent interpersonal skills, coupled with the ability to work in high pressure environments
• Demonstrably good understanding of
• IP; familiarity with firewalls, routed networks, video/audio across IP, and issues which can disrupt video/audio traffic
• ISDN and Private Digital Networks
• MS UC environment, including
• Designing, implementing, and troubleshooting OCS and Lync
• Experience configuring, managing and maintaining Exchange
• Knowledge of audio and video conferencing, and audio-visual equipment, and the relevant industry standards which apply to their successful use in complex multivendor environments
• Polycom CVE qualified (or attain qualification soon after commencing employment)
• Technical interface between customer and Polycom
• Available to work standard and non-standard work weeks and travel with very limited advance notice
• Maintain and update dispatch tickets, trip reports, and customer records in CRM database
• Work with Project Management, Systems Engineering and Tier 3 Support teams on Project Planning for complex product implementations
• Engage in longer term project planning and possible consultation services with assigned customers
• Fluency in Mandarin and English is required
• Prior field service experience including travel and support of multiple products
• Previous experience working with and installing conferencing / telephony hardware is required
• Strong Windows Server skills required- Exchange and Active Directory experience is desired; MCP/MCSE is a plus
• Must have very strong interpersonal and communication skills and the ability to relate in a highly professional manner with customers, management and peers under various working conditions
• Respond and resolve customer issues in a timely manner while delivering the highest level of customer satisfaction
• Partner closely with Account Management on account planning by applying technical knowledge on solving business challenges while contributing towards long term revenue
• Triage cases, assigning to the appropriate teams while owning escalations, bugs and feature requests, including the prioritization of open issues with key stakeholders
• Utilize in depth technical knowledge to improve processes that drive greater efficiency and customer satisfaction
• Actively contribute to the Customer Resource Center through knowledge articles and webinars
• Partner closely with the product management on defining best practices and processes, while providing feedback on product usage by customers
• Create framework and reporting structure to enable tracking and distribution of key metrics on work drivers covering product bugs, feature requests and issues
• Coordinate internal and external communication on the resolution of customer issues and product updates
• Understand Polycom’s products and solutions and ability to articulate the same to customers/partners
• Understand technical issues raised by customer
• Configure, trouble shoot and resolve complex issues for the customers
• Use labs environments to re-create complex customer problems
• Use remote trouble shooting session in resolving the customer issues
• Analyze complex logs to troubleshoot customer issues and then provide the effective resolutions
• Document troubleshooting and problem resolution steps
• Provide training to customers when required
• Offer an expert level support in Voice and Video technologies
• Take overall ownership of technical issues, and working with different teams resolve more advanced issues when necessary
• Assist in program reviews/providing feedbacks to partners, customers and engineering leadership
• Build/Maintain relationships with key external and internal stake holders
• Share the best practices/lessons learned with rest of the teams
• Self-learner who is enthusiastic in continuous learning and good team player
• Help test alpha and beta products
• Experience configuring SAN Storage Arrays
• Experience with Microsoft Cluster Services (MSCS)
• Working knowledge of backup software (EMC Networker, VERITAS Net Backup, Tivoli Storage Manager, Backup Exec)
• Working knowledge of backup hardware
• Experience with Cisco or Network hardware manufactured products
• Experience with switch and routing protocols (CCNA)
• Experience with VCB (VMware Consolidated Backup)
• Experience with VERITAS Cluster or EMC AutoStart
• Experience with scripting and programming (C, C++, Perl, Python and Intel Assembly)
• Basic understanding of TCP/IP networking stack
• Experience in an enterprise LAN/WAN environment
• Experience with Windows and Linux Networking
• Ability to look at and analyze network traces. (ethereal, wireshark, tcpdump)
• Experience trouble-shooting / administrating SAN environments (Fiber Channel or iSCSI)
• Excellent understanding of Network Attached Storage (NAS)
• Experience with SQL Server or Oracle dB (DBA)
• Background in System Administration
• Escalate issues in a timely manner according to Standard Operating Procedures
• Leverage internal technical expertise, including peers, mentors, knowledge base, community forums and other internal tools, to provide the most effective solutions to customer issues
• Participate in technical communications within the Technical Support Team to share best practices and learn about new technologies
• Directs client experience efforts that are consistent with ANN INC. standards; coaches associates on the client experience to increase transactions and capture client opportunities
• Develops team to accomplish store’s business objectives through attraction, selection, coaching, investment, retention and motivation
• Ensures attainment of sales, payroll and inventory shortage goals
• Directs merchandise presentation, restocking and recovery to maximize productivity
• Understands the ANN INC. culture and ensures compliance with all ANN INC. Values & Behaviors, as well as store operational standards
• 5 or more years with GSS
• VCP 4 or above
• Demonstrated working relationships with Customers and Field members (E.g., Participation in Webinars, vForum and Customer Support Day)
• Work from a standard protocol, utilizing a documented process to respond to customer issues
• Successfully resolve technical issues related to hardware and software from incoming customer contacts and proactive notification systems
• Work remotely via telephone, email, e-chat, and ticketing system to respond to first-level technical issues
• Respond to service, product, technical, and customer relations questions on subjects such as features, specifications, and repairs on current and discontinued products, parts, and options, based on customer entitlement
• Collaborate across teams to resolve issues and help reproduce issues in lab environment
• Bachelor’s degree (completed prior to start date) in computer science, information systems, or related fields
• Experience with technical support and/or hardware and software computing, storage, and peripheral devices
• Knowledge and/or experience with updating Knowledge Management systems
• Experience with troubleshooting in a technical environment
• Superior customer service skills
• Phone and remote support experience
• E-support experience
• · Diagnosing and resolving software problems or conflicts, and/or trying to find workarounds
• · Answering technical questions to customers
• · Communicating with customers via phone and email
• · Using remote connection tools to access customer's environments and investigate
• · Perform integrations with other HP software
• · Recreating customer environments in a lab environment for troubleshooting purposes
• · Suggest improvements and upgrades to hardware and software
• · Contributing to knowledge base and self-solve system
• Good understanding of Python/Jython and Java coding
• Good understanding of popular OS (Windows, Linux, HPUX, Solaris)
• Good understanding and knowledge of databases (Oracle, MSSQL)
• Good Understanding of Network architecture (TCP/IP)
• Diagnosis and repair of incidents within the Digital Safe environment
• Communication to the client and to internal teams in relation to incident ticket first response and updates in line with internal targets
• Managing information by ensuring ticket notes are kept up to date and are complete
• Planning & organising upgrades and changes within the Digital Safe environment
• Monitoring & reporting of incidents relating to the Digital Safe environment, particularly in relation to hand over as part of a follow the sun support organisation and critical situation management
• Creating & developing automated diagnosis and configuration tools
• Participating in the culture of continual service improvement within the Digital Safe operations team
• Supporting relevant technologies
• Redhat certified engineer, LPIC or equivalent
• ITIL v3 Intermediate / Foundation
• Linux based networking: iptables and keepalived
• Database administration including backup, restore and replication in postgres and/or SQL server 2008 / 2013, T-SQL
• Load balancing technology: HAPROXY, IPVSADM
• Web / application servers (httpd / jboss)
• Mail transfer agents (Postfix / Apache James or other MTA technology)
• Windows server 2008 R2 and 2013 administration
• SSL certificates and certificate chains
• Database administration including backup and restore in MySQL
• CHEF or other configuration management system
• Uses company and vendor tools to assess network functions and perform cause analysis investigations
• May provide support to end user IP installations, configurations, upgrades and migrations
• Will be responsible mainly for troubleshooting break/fix issues, and to a lesser extent, for supporting installations and deployments, providing some configuration support, and providing technical guidance to customers or Business Partners
• Works with limited guidance on projects within defined criteria
• May include supporting 3rd party products
• Completes projects and meets objectives as assigned by a supervisor. Goals and objectives are assigned by an immediate supervisor
• Deals with routine to moderately complex problems or issues on data network and voice environment
• Planning & organising changes within the Digital Safe environment
• Two or more years supporting relevant technologies
• ITIL v3 Foundation
• Windows server 2008 R2 and 2012 administration
• Develop a deep understanding of the HP ArcSight product suite
• Troubleshooting complex product issues to resolution / looking for needles in haystacks
• Sharing product knowledge and technical expertise through documentation, knowledge base submissions and the Arcsight user community
• Replicating customer issues in a lab environment and submitting of discovered bugs, feature requests, and documentation enhancements
• Participate in On-call support on a rotational basis
• 0-2 years of experience in technical support of enterprise-class software and hardware
• Strong analytical skills to drive problem resolution
• Good time management skills
• Strong knowledge of Windows and Linux Operating Systems
• Good understanding of Networking
• Java development or application support experience
• Scripting skills such as BASH, Perl, Python, PowerShell
• Understanding of regular expressions(Regex)
• Good understanding of SQL including querying abilities
• Ability to work as part of a team and be self-driven as well as able to work with minimal supervision
• Industry Certifications: Cisco CCNA, Microsoft MCSE, Comptia Linux+, Red Hat RHCSA, Oracle OCP, other Networking/Firewall certifications
• Troubleshoot system, software, and networking problems
• Contribute documentation to a customer knowledge base
• Testing of patch releases and product updates
• Exceptional organizational skills, ability to manage multiple priorities in a fast-paced dynamic environment
• Advanced problem solving skills, ability to develop effective long-term solutions to complex problems
• Ability to learn new skills and apply them quickly
• Motivated team player with excellent communication skill and a positive attitude
• Familiar with Linux/Unix command line tools/environment
• Basic Unix system administration skills
• Intermediate knowledge of TCP/IP networking
• 2-3 years Enterprise support experience
• Experience with MySql or other SQL database
• Familiar with perl and/or bash shell scripts
• Experience with Active Directory or other LDAP implementations
• Familiar with Snort or other intrusion detection system
• Experience with VMWare
• Experience in network protocol & packet analysis
• Provide “development level” support to Dell Boomi customers & partners
• Provide technical direction and assistance to customers regarding their use of Dell Boomi products to satisfy their Integration needs
• Discover “knowledge” that would be shared with the user community
• Display initiative, motivation and deliver high quality work while at the same time, meeting all deadlines for both internal and external customers
• Proven ability to design and optimize business processes and to integrate business processes across disparate systems
• Excellent analytical and procedural thinking skills
• Experience with enterprise integration tools, middleware technology, and systems integration design
• Quick to embrace new technologies and able to self-teach
• Strong understanding of XML, SOAP and REST based web services APIs, and HTTP communication
• Scripting skills with Groovy, JavaScript
• Database skills including SQL, data modeling, and databases (e.g. MS SQL Server, MySQL, Oracle)
• General knowledge of common business systems (CRM, SFA, ERP) and processes (lead to cash, requisitions, order management, etc.)
• General knowledge of the Java platform
• Experience with Software-as-a-Service paradigm and enabling technologies
• Effectively manage multiple engagements at one time
• Works well in a fast paced environment
• Customer-focused attitude
• Expertly manage multiple support cases at one time
• Familiarity with Boomi AtomSphere or other visual-based integration development/mapping tools
• Technical and/or functional experience with using or integrating with common business applications such as: Salesforce (including Apex and VisualForce), NetSuite (including SuiteScripting), Taleo, Workday, QuickBooks, RightNow, Microsoft Dynamics products, Oracle, SAP, etc
• JAVA programming experience
• Demonstrated deployments of enterprise software systems using industry standard environments including XML, HTTP/HTTPS, Java, C++, and ASP
• Bachelor’s Degree in Information Technology, Computer Science or equivalent
• At least 5+ years of application integration development and/or design experience
• Field Customer Support Tickets from CyberSource Customers within the EMEA region
• Ensure accurate records of service recommendations are written to the CRM during service provision
• Liaise internationally with other CSRs and also Technical Account Managers (TAMs) to report on issues and the service relationship with mid-tier and upper tier merchants
• Coordinate the international escalation of service issues across time zones to ensure timely resolution of client issues and to optimise service continuity
• Liaise with Account Managers and the senior management team to provide optimal service to our merchants and share the ownership of the service relationship with the merchant
• Configure our systems to allow client accounts to enable effective payment processing using our services
• Troubleshoot client technical issues with our service and provide resolution to our merchants or alternatively escalate issues to the appropriate entity internally
• Answer internal enquiries directed toward the support team of a technical and account related nature
• Proven ability to assimilate a technical discipline. The successful candidate will have demonstrated having attained proficiency of a technical area equivocal to macro writing, Operating System configuration or reports generation
• General IT literacy is a must although it must be stressed that this is a software services support position rather than an IT Support post. Therefore working knowledge of a Programming language e.g. C++, C#, VB or .Net, Java, ASP is required
• The ability to work under pressure while maintaining the drive for service quality
• The ability to deal with internal and external customers at all business levels
• Unix system administration skills, especially Linux
• Experience with sql databases, especially Sybase and MySql
• Strong communication skills, and prior experience in a technical support role
• Software development and/or web development skills
• Knowledge of or interest in the following
• Disaster Recovery solutions
• Security solutions
• Networking solutions
• SAN/NAS storage solutions
• VTL backup/recovery solutions
• Assist customers, fellow techs, and service personnel in the installation, training and support of software, hardware, and related 3rd party peripheral components. These include but are not limited to file servers, commercial grade workstations, networking switches, NICs, monitors, KVMs, and radio equipment located at the user's premises
• Identify and resolve problems in a timely manner; gather and analyzes information skillfully; Develop alternative solutions; Work well in group problem solving situations; Use reason even when dealing with emotional topics
• Manage difficult or at times, emotional customer situations; Respond promptly to customer needs; Solicit customer feedback to improve service; Respond to requests for service and assistance
• Write clearly and informatively; Edit work for spelling and grammar; Able to read and interpret written information
• Remote Access Applications (VNC, Remote Desktop, Team Viewer, etc)
• A radio background is desired, but not mandatory
• Works on diverse range of support issues requiring ability to independently identify, evaluate and resolve problems
• High level of freedom, within the realms of the role, to produce solutions in support of customer service level agreements
• Works proactively and uses own initiative to ensure business needs are met effectively
• Addresses immediate service needs of all end users regardless of Business Unit affiliation
• Good time management skills, with proven ability to prioritise and organise a demanding workload, adapting to fit the changing needs of the business
• Strong customer service orientation, able to understand and meet the needs of a diverse client base in a positive and professional manner
• Proactive and self-motivated approach, able to work independently
• Strong analytical skills and the ability to combine technical knowledge and customer support skills
• Excellent interpersonal and communication skills (both written and verbal), able to relate with users, service providers, and management
• Troubleshooting complex technical issues to resolution
• Work with other technical support staff to resolve issues that impact customers
• Address requests in priority order and track through to resolution
• Ensure a consistent response to problem resolution, customer requests and status reporting, and monitor all issues to ensure a timely resolution
• Communicate frequently, effectively and professionally with internal customers
• Identify and suggest necessary solutions or process changes to improve efficiency
• Contribute to product improvements by sharing ideas and feedback to product development
• Continually develop knowledge of company products, services, and technologies
• Strive to become Subject Matter Expert of tools and technologies available for supporting products and customers
• Develop and maintain the ability to create tools and support methods for improvement of our products and services
• After hours On-call Support – Part of rotation that supports products during non-business hours
• Bachelor’s Degree in Computer Science, MIS, related field or equivalent work experience
• 3-4 years’ experience in a technical support related role in a mixed environment of Windows and Linux. Healthcare IT industry experience (medical billing, IT, CMS or other payers) preferred
• Demonstrate technical proficiencies in a Windows Server and Redhat Linux (CentOS) 5/6
• The ability to work efficiently in a fast-paced, high-volume environment
• Excellent customer service skills such as developed phone skills, customer relationship management, multi-tasking etc
• Strong oral and written communication skills and problem solving/analytical skills
• Must be able to organize and manage workload efficiently and prioritize projects with minimal supervision
• Strong interpersonal skills, work well in a team environment as well as to work independently and assume responsibility
• Experience with Zabbix or other monitoring tools
• Proficient in Salesforce or other Enterprise ticketing system (HP PPM/QualityCenter, Manageengine, etc.)
• Basic knowledge of Microsoft SQLServer, MyQSL, Networking, FTP, TCPIP
• Experience with X12, HL7 EDI formats required
• Working knowledge of basic server architecture and virtual machines preferred
• Working knowledge of scripting languages; bash, Jscript, JavaScript, Perl, Python, etc
• Knowledge of VMWare ESX and vSphere software
• Good communication skills are essential. Must be able to give and receive correct information explain complex information, and maintain a customer service attitude to all levels of users
• Possess outstanding organizational skills and be attentive to detail
• Strong hardware and software troubleshooting skills
• Work flexible 24X7 schedules including weekends and holidays
• Excellent verbal and written communication skills; is able to explain technical topics in simple terms; is able to think quickly and react to client-impacting situations
• Understanding of modern IT production datacenter, hosting operations and End Users ecosystem
• Desktop operating system configuration, security and optimization
• Experience with desktop virtualization (VMware or Citrix VDI technologies)
• Excellent knowledge of Operating Systems including (Windows 2000, 2003, XP / Linux)
• Understanding of computer architectures (server, storage and network)
• Solid skills troubleshooting complex desktop deployments
• Windows Enterprise Administration
• General Desktop systems management
• Remote connectivity, Windows networking
• Terminal Services and RDP
• 3+ years experience working in customer support industry
• Strong knowledge of Windows operating systems, particularly W7. Windows 8 and OSX would be advantageous
• Excellent knowledge of Microsoft Office 2010/2013
• Understanding of terms like Firewall, Port, Intranet, HTTP, FTP, Cloud
• Knowledge of connectivity interfaces like WIFI, VPN, TCP/IP
• Strong knowledge of consumer mobility products, phones, tablets, platform considerations
• Appreciation of security such as 2 factor, SSL connectivity, user experience challenges
• Understanding of key differences between PoC, Pilot, Project, BAU
• Experience of dealing with end users, using a variety of means. Confident and personable approach
• Collaborate with the internal Professional Services team to understand customer, business and market needs
• On-board new customers on the company cloud software
• Analyse & Test data on behalf of customers
• Assist customers in the use of company software and troubleshooting any issues arising
• Escalating tickets for customer issues and working in collaboration with engineering to solve these problems
• Document processes and create reports
• Third level qualification in Information Technology or related field
• Minimum 2 year's practical experience working in a support role or a graduate who has good work experience/completed a work placement
• Knowledge of troubleshooting to help diagnose and eliminate problems
• Knowledge of SQL is desirable
• Flexibility and willingness to work occasionally outside of normal business hours
• At least 3 years of experience in UNIX, Windows networking administration or technical support is required
• Knowledge/ specialization in the area of at least one of the following subjects: storage, back up & recovery, data management systems, virtualization, networking
• Understanding of the following protocols and applications: NFS, CIFS, SAN connectivity methodologies for storage systems, TCP/IP and Networking, RAID
• The usage of tools, logs, and support tools needed to analyze system issues (such as perfstat, packet traces, ASUP logs, etc.)
• Knowledge of NetApp products is an asset, not a necessity
• Manage, research, and resolve issues relating to VMware automation products including basic isolation of issues located in third party products that interact with VMware automation products
• Create and manage knowledge base content including problem solutions, best practices, and informational articles
• Maintain a high level of proficiency in all VMware, Microsoft, and UNIX technologies
• Familiarity with Cloud orchestration tools a plus (Chef, Puppet, vCenter Orchestrator, etc.)
• Scripting experience a plus (Javascript, PowerShell, VB, Bash, etc.)
• Ability to act in an effective and professional manner during moments of high stress
• Familiarity with a variety of enterprise management tools and software
• Strong commitment to setting goals and achieving results
• Provide Level 2 Support to VMware Customers and field personnel
• Manage, research, and resolve issues relating to VMware products
• Work in a team environment and mentor junior technicians
• Represent VMware in only the most professional manner at all times
• Extensive administration and support experience with UNIX systems (especially Solaris, LINUX, AIX, and/or HP-UX)
• Broad database experience (both DB-Admin and T-SQL coding), especially with Microsoft SQL Server and with large databases (100 GB +)
• Familiarity with vSphere, ESXi, and other VMware products
• Programming experience is a plus (ASP, DHTML, C#, Visual Basic, etc.)
• Experience with VMware Workstation and / or GSX Server
• Experience with troubleshooting network connectivity
• Experience with Kerberos/RADIUS and Single Sign-On
• Experience with database related technology and administration (SQL Server, Oracle, DB2, etc)
• Experience with Servers (Dell, HP, IBM, etc)
• Experience with Server Management Software
• Working knowledge of Novell NetWare or MacOS
• Experience with scripting and programming
• Experience with firewalls and security related issues
• Respond to customer inquiries, primarily by web interface and telephone
• Perform 24x7 on-call responsibilities during scheduled periods
• Work directly with other technical support staff, quality assurance, engineering, sales, PSO, marketing, operations, and administration to resolve issues
• Document all technical inquiries, develop and review content for knowledge base
• Familiarity with programming and scripting languages including java, JSP, JavaScript, bash/shell
• Oracle databases experience
• Familiarity with financial concepts such as Costing, Budgeting, Chargebacks/Showbacks
• Experienced in software support or application support
• For positions within the Federal team, U.S. citizenship is required
• Account management experience and/or customer engagement responsibility is desirable
• Ability to research problems and document their solutions
• Foundation level knowledge in VMware ESX and Virtual Center products
• Support and collaborate on VMware’s entire suite of products
• Providing high quality live answer technical support to program account base
• Create Knowledge Base articles for issues that are not documented
• Assist customer outside of normal business hours if required
• Manage account document repository ensuring accuracy and completeness
• Providing support to business stakeholders on critical business applications
• Extensive interaction with the associated development teams and other support desks
• Considerable involvement with customers to understand their problems and requirements
• Communicating frequently to end users about incidents and problems
• Project Managing small projects on a day to day basis
• Ongoing support of Settlements and Trading systems
• Proactively contribute ideas and solutions towards improving team processes
• Must have 6-8 experience in BSCS Rating, Roaming, Billing and Journaling
• Experience in Oracle SQL, PL/SQL, Stored Procedure
• 3-4 years of Java experience
• Experience in Unix Shell or Perl Scripting, XML Experience to read
• Knowledge on how release is managed
• Ensure the successful cycle run and make sure nothing is stuck in the middle
• Analyze total rejects and the impact on the revenue Defect Management - Report, analyze and answer defects
• Automate routine jobs and train the team
• Coordination with Datacenter team for resolution of Database, system or network issues
• Coordination with Incident/Problem management team during severity/issues. RCA documentation and submission to client
• Coordination with Development team , vendor for bug fixing, or new changes deployment
• Plan/Forecast cycle runs and communicate to leadership and Client
• Ensure reconciliation between one component to the other in order to identify issues early, and minimize defects
• Ability to handle executive escalations and other internal teams with solving complex issues
• Support for the QA team in order to minimize developers time spent on defects related to design/ execution issues
• Excellent Communication Skill and Customer Interfacing
• Must have 8-10 years experience in Telecom Provisioning system, EMA (Ericsson Multi Activation) and Catalogue Driven Order Management
• Knowledge to analyze production fallout orders. Provide critical and speedy resolution of fallout orders ranging from data manipulation, SQL scripting and DB updating, reformulating XML to help orders move along in provisioning system
• SQL, Oracle and DB experience mandatory Identify and provide bulk fixes / resolutions for large quantity of orders failing Communicate and assist development teams in critical production fixes
• Must have 2-6 years experience in Telecom Mediation platform, Preferably in EMM (Ericsson Multi Mediation)
• Experience working on UNIX/Linux platform
• Knowledge of shell scripting, perl, python and SQL
• Good working knowledge of networks, firewalls, SSH, ftp/sftp and remote system access
• Required to understand the Mobile services, CDR types and format, Able to understand and read different switch formats i.e. :ASN, Binary
• Experience to resolve Rejects - Monitoring on going activities and handling ongoing rejects
• Keep SOP and other operational documents updated
• Solid understanding of some of the following protocols and applications
• NFS, the UNIX remote file sharing protocol
• CIFS, the Windows NT remote file sharing protocol
• SAN Connectivity methodologies for storage systems
• TCP/IP; Networking
• NetApp Storage System operating systems such as Data ONTAP or
• NetApp Cluster-Mode Storage Solutions and related technologies
• The interoperability of enterprise applications (such as
• 1) Servers & applications monitoring, troubleshooting for primarily for TIBCO Middleware
• 2) Application interface with vendors
• 3) Server/Network monitoring such as Disk space, memory, CPU, General sever health check
• 4) Responsible for Prod environment
• 5) Need to bounce the services, restart applications in Unix using scripts, lade logic etc
• 6) Willing to work in any on of the 3 shifts(6 AM - 2 PM, 2 PM -10 PM, 10 PM - 6AM), It is a rotation of shifts
• 7) Need to have good communications skill as need to coordinate calls with Vendors and Client Team in case of any outages
• Customer issue handling
• Handling of proactive support
• Software Update Management (SUM) handling
• Knowledge Management Tool (KCS) Coaching
• Remote Service Gateway (RSG) Coaching
• System Administration of existing hosted solution
• Customer Training
• On-Call support
• Provide Material for technical documentation
• Service Platform Operations and Support: design; build out; health monitoring, metrics and upgrades
• Evaluate and analyze systems, performance, issues and metrics in order to provide recommendations to engineering for service improvements
• Participate in bug reviews and feature enhancements meetings with a cross functional team
• Comfortable with installing, configuring and testing applications on mobile devices
• Comfortable with installing, configuring and testing software packages in a Linux environment
• Application configuration and monitoring
• Software Update Management handling (optional)
• KCS Coaching (optional)
• RSG Coaching (optional)
• Video Compression and Transcoding Knowledge
• 3 to 5 years of experience working with (advanced troubleshooting and configuration experience) Linux or UNIX, Apple OSX and Microsoft Windows based systems in a network environment
• 3 to 5 years of experience working with computer graphics / media applications
• 3 to 5 years in supporting computer systems in a large company / enterprise environment
• 3 to 5 years of experience working with network management and administration utilities in
• TCP/IP networking environment
• Able to communicate technical information effectively – both written and verbally
• Ability to work in a fast pace, production critical team environment
• Must be able to follow directions and procedures
• Must have a strong customer service orientation and have the ability to work with a diverse user community
• Must be well organized and detailed oriented
• Bachelor’s degree in a technical discipline or equivalent work experience
• Assist customers, fellow techs, and service personnel in the installation, training and support of software, hardware, and related 3rd party peripheral components
• These include but are not limited to file servers, commercial grade workstations, networking switches, NICs, monitors, KVMs, and radio equipment located at the user's premises
• A radio background is desired, but not mandatory Training on Digital Playout software and troubleshooting methods is provided
• Experience with operation and administration of large Windows Server and Desktop Environments o Experience in administration of complex Storage Area Networks, including Fibre-channel and Ethernet based protocols
• Previous exposure to Cloud Management Platforms such as OpenStack, CloudStack, vRA including Networking enabled by software
• Familiarly of Clustering Technologies such as MS Cluster Server, Redhat clustering, Oracle RAC
• 1st point of contact for billing system, process related incident, where they will perform initial triage on the issue. Ensure service requests follow the established service request lifecycle and track, monitor, report and keep appropriate personnel informed of progress on ticket resolution throughout the set ticket lifecycle. Initial triage and participation in a joint outage bridge (if necessary) in the event that an alert/alarm has been received due to system/application issue that may impact end users or customer functionality. Proactively raises incidents based on monitoring activities and coordinates with production support to resolve application related issues. Support issues with Billing, provisioning, payments, batch jobs, etc (other roles to be defined as we go), Support resolution of critical/major incidents (outages, execution of BCP, etc.). Perform quality assurance for the provisioning business processes. Troubleshoot batch job failures and approve query to be run to fix job failures as well as track, and report any delay in file processing. Verify all the files from mediation are processed before providing go ahead for bill run. Have intimate status of bill runs, performing validation of daily runs, tracking and reporting and relay any possible delays or anomalies to tier II and/or stakeholders. Provide tier I technical production support for all service management processes, escalating to tier II team as needed. Initial triage (following processes created with BP) of issues, escalating exceptions/issues that have revenue and financial impacts to the appropriate teams. Coordinate with business for the billing issues / bill disputes raised by customers. Provide Tier I support to areas of subscriber service transactions, including processing of activations, account changes, deactivations, SIM swaps etc. Initial POC for issues involving provisioning directly and indirectly involving Switch Control including network and device outages. Tier I support of subscriber provisioning from the billing system to other integrated systems and network elements. Work with Tier II BOPS and configuration management to coordinate routine and/or preventive maintenance with IT Ops so notifications can be sent and also to ensure there are no over laps with other maintenances occurring at that particular time. Support of scheduled patches & release into Production by ensuring release date is supported as needed. Manage file transfers between service partners by ensuring timely delivery, validating file data, and resolving incidents with service partners. Manage escalations relating reference table issues, analysis, analysis, updates – triage as needed and escalate to Tier II if changes are required. Handling of rating rejections and necessary for processing
• 3+ years of Experience in Systems Analysis/ Billing Operations
• Understanding of Business processes
• Understanding issue tracking and support processes
• Must be able to work in a team environment and independently with minimal oversight
• Highly developed interpersonal skills and communication skills
• Basic knowledge of SQL scripting, PL/SQL, Stored Procedure to analyze the data and issues
• XML Read experience is a plus
• Understanding of managing detailed documentation including knowledge management tools, spreadsheets and reports
• Methods and techniques for troubleshooting the causes of applications problems and errors and knowing when to escalate
• Detail oriented with strong organizational and time management skills
• Understanding and knowledge of billing processes, tools and systems
• Works independently, with general instructions on assignments
• Actively seeks assistance as needed but demonstrates learning and growing independence
• Computer literacy in Microsoft Office Suite, including Word, Excel, PowerPoint and Outlook
• Setting priorities and organizing work to complete project responsibilities timely, efficiently and effectively; handle multiple tasks in a dynamic environment
• Telecom Business knowledge is a plus
• Accredited education in Information Technologies
• Basic Know how of ITIL and logistic processes
• Working experiences in IT support for current Microsoft and Apple hardware and operating systems
• Know-how of Support Ticketing processes
• Device operations and maintenance of Desktop PCs, Notebooks, Smartphones (iPhone, Blackberry, Android), Tablets, Printers (specifically Lenovo, Dell, HP)
• PC Imaging & Installation procedures
• Experience with Microsoft Technology and Standard Office Applications (e.g. Windows 7 / Vista / XP and MS Office 2003 / 2007 / 2010 environment)
• Imaging & Installation procedures
• Network Technologies & Administration (AD/DNS/WINS) for WAN/LAN/WLAN
• High customer and service orientation
• Ability to interact and consult with others in particular for de-escalation management
• Strong motivation and willingness to learn and perform
• Autonomous & proactive working behaviour
• The tasks this individual is responsible for are often non-routine and unstructured, requiring creative solutions
• This individual will apply attained experiences and knowledge in solving routine to moderately complex problems
• The ideal candidate will be a proactive contributor and subject matter expert on team projects
• To be successful, this individual must demonstrate favorable results through coaching and influencing others. The ideal candidate will be an important contributor or lead on team projects
• Develop, design & architect next generation monitoring & operations applications under to umbrella title of Cloud Command Center
• Establish lifecycle process to govern the development, QA, testing, and support of the new Product including feature definition & product roadmaps
• Design and implement CVS Repositories, Helpdesk, Bug Tracking, and other various systems to drive the continuous improvement of the Product
• Determine optimal solutions to interface this new Product with the extensive range of existing VMware products
• Interface with all of the Product business units, work directly with Core engineering teams to agree suitable interworking solutions to deliver the needs of the product
• Assist the Product Management teams with “Go to Market” strategies and offerings for Product
• Perform risk assessment and management of key project deliverables
• Plan infrastructure requirements, systems migrations and deployments
• Mentor more junior members of the team
• Programming experience in Python preferred or at least one of: Perl, C, Bash, C#
• Process oriented-driven
• Able to multitask and prioritize tasks
• Reliable, independent worker with strong collaborative skills
• Able to think creatively to develop new ideas and innovations
• Proactive and proven track record
• Clearly articulates problems and proposes solutions
• Flexible schedule when partnering with global teams (EST/PST)
• Self-driven, autonomous individual that is not fazed by ambiguity
• Role will be a TSE 4 level role with expectations & responsibilities associated with the senior level role
• 5+ years of Experience in Systems Analysis Operations Support
• Telecom Business knowledge
• Very good understanding of Business processes
• Very good understanding of Development life cycle, Build and deployment process
• Experience in issue tracking and support
• Excellent analytical, problem-solving, and research skills coupled with discretion and sound independent judgment
• Experience developing and managing detailed documentation including knowledge management tools, spreadsheets and reports
• Methods and techniques for troubleshooting and determining the causes of applications problems and errors. Detail oriented with strong organizational and time management skills
• Analyzes offerings against functional and non-functional requirements. In depth knowledge in Telecom Provisioning, Mediation product business/data analysis or Usage Rating/Billing system business/data analysis in Wireless industry is required
• Knowledge of Ericsson products EMM, EMA, or BSCS is a plus
• Troubleshooting, diagnose and resolve applications problems
• Experience in Oracle SQL, PL/SQL, and stored Procedure to analyze data and issues
• Ability to automate routine jobs and train the team
• Ability to Coordinate with Data Center team for resolution of Database, system or network issues
• Ability to Coordinate with Incident/Problem management team during severity/issues
• RCA documentation and submission to client
• Ability to Coordinate with Development team, vendor for bug fixing, or new changes deployment
• XML Read Experience, is a plus, but not required
• Bachelor's Degree in engineering is required or equivalent
• Must have 2 to 4 years of related experience
• Prior experience in cloud and web-based applications is required
• Knowledge or background in systems administration, Java application and audio/video transcoding is preferred
• Strong analytical and proven problem solving skills are required
• Must possess strong written and oral communication skills along with strong interpersonal skills
• Good computer skills in Microsoft Word, Excel and Power Point is required
• Must have strong organizational skills and work well in a fast-paced environment
• Must be able to effectively work both independently and in a team environment
• Collect and analyze consumer insights to help develop the product innovation roadmap that delivers a best in class consumer user experience and the delivery of high quality and high impact tools. Strategy and standards
• Design, implement, manage, develop and maintain communication, collaboration and service portals. Translates user needs into product requirements and design specifications to ensure well developed products are introduced that add value and the user interface is easy and adds value
• Stay current with relevant industry trends, technologies and best practices as well as security and compliance requirements
• Building, customizing, testing, deploying, maintaining, and documenting all process and steps necessary to complete and operationally manage the workflow
• Design and prepare reports to communicate operational efficiencies from various automated workflows, usability of tools, and user satisfaction
• Ensure operational readiness documentation is completed and all service delivery towers are prepared for new deployments and training has been completed for support teams. Orient and educate users on platform and portal functionality
• Bachelor's degree required, Computer Science, Information Systems or Systems Engineering strongly preferred
• Must be certified in MCSE, SharePoint, SharePoint Designer, PowerShell, InfoPath, IE, AppClarity and ITIL v3
• Minimum 3 years’ experience with SharePoint admin/development role, InfoPath, PowerShell, LDAP
• Minimum 3 years’ experience with portal development and workflow automation
• Demonstrated experience for designing and engineering operational processes
• Excellent communication and interpersonal skills along with problem solving skills - verbal and written
• Strong knowledge of industry standards for self-help/shopping portals, analyzing user requirements and developing high level systems that reduce manual interactions
• Cross-functional collaboration – The ability to communicate the needs of stakeholders and assigns personal accountability at all levels
• Holistic product analysis– Following through from concept, defining critical KPIs, cataloging results, and performing post-mortem analysis for continuous process improvement
• Accountability – The ability to “own” the deliverables while influencing other key stakeholders
• Strong communication skills - oral and written
• Ability to lead business system solution/product/service strategies and directions
• 4+ years of hands-on experience in a Technical Phone support role
• Associate’s Degree or above with a focus on Computer Science / Information Technology
• Experience supporting IT hardware in a Microsoft environment (PC, servers, laptops, printers, accessories)
• Solid problem solving and time management skills
• Excellent communications skills (written and verbal)
• Experience using Salesforce.com as a ticketing system
• Prior experience with PACS medical imaging technology OR HL7 standards
• ~1-3+ years of relevant technical/product support experience
• An analytical, creative, and innovative approach to problem solving
• An ability to handle multiple tasks concurrently and prioritize appropriately
• A strong sense of customer service, attention to detail and desire for organization
• A desire to provide feedback and make proposals to improve support processes
• Flexibility to comply with Workforce Management scheduling to ensure 24x7x365 team coverage
• A good attitude and sense of humor
• Provide Level 2 technical support for enterprise products to a global customer base
• Use your knowledge of Linux systems, disk/RAID configuration, network configuration and TCP/IP to provide general trouble shooting
• Replication of customer issues in a lab environment
• Gather all relevant information in order to liaise with and escalate into the development and QA teams
• Third Level Computer Science or Computer Engineering Degree
• The successful applicant will have 2 - 5 years' experience
• Strong process discipline with a working knowledge of Salesforce or other CRM system
• UNIX scripting languages including shell and python
• Knowledge of one or more of the Jazz suite of products, Rational Team Concert, Rational Quality Manager or Rational Doors Next Generation is highly preferred
• If no knowledge of the Jazz suite of products then knowledge of agile software engineering processes
• Java skills are preferred
• Experience in Kepner-Tregoe Resolve is preferred
• Database skills are optional
• IBM Websphere and/or Tomcat skills are optional
• German: Fluent
• Bachelor's Degree in Information Technology
• Must possess a Bachelor of Science Computer Science, Electrical Engineering or an equivalent degree
• Most new employees in this position have a 0-3 years of experience
• Demonstrated ability to have successfully completed multiple, moderately complex technical tasks
• Aligns, adjusts, and calibrates equipment according to specifications
• Experience with the following components: Windows Operating Systems, Remote Access Applications (VNC, Remote Desktop, Team Viewer, etc.), network technologies, systems security, Cloud technologies and network monitoring tools
• Understanding of web and mobile standards
• Radio background a plus
• Mentor and provide training to other technical GSS staff in Network troubleshooting topics
• Travel to Customer sites and represent VMware GSS
• Previous Enterprise Technical Support
• Support server installations with the AirWatchTM console, including all relevant 3rd party technical components
• Support end-user training efforts, including creation of user documentation and hands-on training exercise(s), for both operational and technical users
• Provide AirWatchTM solution feedback to our Software Development team to allow for continuous product improvement based on internal and external product experiences
• Support AirWatchTM software quality assurance activities, including testing and documentation of product issues
• Extensive administration of Openstack and VIO
• Familiarity with VMware NSX
• Experience in writing and debugging in modern programming languages ( Java, C/C++, etc)
• Experience in modelling with UML/sysML with major modelling tools
• Experience on multiple OS (Windows, Unix, Linux, etc.) and vitalisation
• Good Knowledge on WebSphere Application Server
• Knowledge of DB2 (administering and configuring)
• Root cause analysis and trouble shooting
• Technical Support experience
• Excellent Japanese and English communication skills (written and verbal) and listening skills - mandatory
• Ability to multi-task and problem-solve
• Analytical skills, problem analysis, diagnosis and determination
• Decisions Making Skills and ability to work independently on customer issues
• Based in Sydney
• Respond to user calls regarding hardware and software problems, correcting or ensuring that problems are escalated when required. Communicate with users and senior management the status of key problem statuses
• Provide technical guidance to users across studio with regard to new workflows or changing old ones, providing solutions where they exist, researching outside solutions, or working with internal groups to provide solutions if possible
• Perform hands-on repair of equipment and maintenance/installation of computing infrastructure
• Maintain and troubleshoot all hardware associated with end-user computing, including mobile devices, printers, workstations, switches, etc
• Act as SME for assigned internal applications and/or workflows to provide guidance to helpdesk personnel and fellow TSE’s
• Oversee small to medium projects, providing status updates to upper management
• Implement continuous improvement methodology through the use of IT systems or procedure
• Maintain inventory of system assets
• Ensure compliance with corporate standards and security policies
• Provide user training for all areas of support (applications, corp initiatives, studio initiatives, etc)
• Additional responsibilities will include: printer maintenance, end user documentation and training, computer moves and deployments, and additional duties as assigned
• 3+ years’ experience supporting users on Macintosh OS 10.8 and higher; Strong Mac skills
• 3+ years’ experience supporting users in a Microsoft Windows 7+ environment
• Experience with Windows and Macintosh versions of the Microsoft Office Suite, Adobe Photoshop, Illustrator, Acrobat
• Problem solving/decision making skills including conflict and first call resolution
• Ability to lift 35-60 lbs, primarily computer equipment from floor to desk
• Knowledge of AD and Exchange management
• Familiarity with Final Cut Pro
• Knowledge of basic command line tools (SSH, scp, rsync, etc)
• Prior experience in a studio production environment strongly preferred
• Knowledge of SQL, FileMaker Pro, and other database tools
• Provides basic technical support to internal, domestic and international EMC customers within the call center
• Works as part of a team ensuring smooth transitions for customer and field reported software issues
• Responsible for sharing all acquired knowledge concerning problem resolution with field, and other departments as appropriate
• Contributes to centralized problem identification and resolution database
• Monitors and tracks all software service calls, provides call status updates at regular intervals and communicates status to customers using Customer Service Call Tracking Databases
• Represents EMC in a professional manner to the customer and EMC field personnel at all times
• Incumbent should possess a basic, working knowledge of major operating system software such as UNIX, NT, HPUX, SUN Solaris or AIX. Some positions may also require a working knowledge of MVS
• Computer systems – Prefer knowledge of CPU, memory, busses, I/O, device drivers, buffering, job scheduling, virtual memory, file systems and file system structure
• Networking –Prefer knowledge of TCP/IP, Ethernet, addressing, mapping, flow control, naming, routing/traffic
• Databases – Prefer knowledge of relational and hierarchal, design, file system organization and indexing
• Understanding of Storage industry (Storage management, Storage Architecture, Business Continuity)
• Incumbent should possess solid organizational, interpersonal, communication, telephone and presentations skills
• Incumbent should demonstrate the ability to assess and respond appropriately to customer issues in a professional manner
• 5+ years of proven customer management skills
• Degree in Engineering or Computer Science
• Prior field service experience including extensive travel and support of multiple products
• Strong knowledge of data communications networks required- CCNA/CCNP preferred
• Strong Windows MSFT Server skills required- Exchange and Active Directory experience is required; MCTS/MCSE is preferred
• Must have the ability to work effectively and efficiently in a remote environment with little direct supervision
• Must have the ability to travel domestically or internationally 70% of the time and work odd and irregular hours
• At least three years service support
• Know well network
• Know well H.323&SIP protocol
• First for VC field working experience
• Basic Knowledge of Windows and / or Linux
• 3+ years of experience with support enterprise web application
• Basic Knowledge of WebSphere
• Basic knowledge of databases like Oracle, Database 2 (DB2)
• Assists clients, fellow technicians, and radio station personnel in the installation, training and support of software, hardware, and related 3rd party components
• Interacts with other departments to resolve client issues
• May participate in after-hours deployment/releases
• Experience with the following components: Windows Operating Systems, network environment, and systems security
• Experience in problem-solving situations; strong analytical skills
• Experience in general information technology
• Work with management to continually hone Help Desk procedures and policies and recommend process improvements
• Proactively fix issues by developing software code to eliminate problems before they happen
• Demonstrated coding skills in Python, C, C++, or Javascript
• Strong Python coding skills and API development
• Experience developing web applications using HTM5 or CGI scripts
• Configuration or administration of issue tracking and configuration management systems such as RT, Jira, Jenkins and Git
• Bachelor's Degree in a technical or science field is required or equivalent
• Must have 0 to 2 years of related engineering experience
• Must have excellent written and verbal communications
• The flexibility is required for 10% travel domestic
• Available to work evenings and weekends on a fixed schedule
• Excellent relationship building skills, customer complaint resolution, and record-keeping are essential
• Strong technical and customer service skills are required
• Experience in remote collaboration and customer service techniques preferred
• Strong general IT skills including database, network, virtualization, Linux and Windows, and storage familiarity
• SQL or Oracle experience a major plus
• And ability to communicate effectively
• Take ownership of and resolve customers' product issues via telephone, email, or in-person, while meeting or exceeding stated service level agreement (SLA) timeframe
• Document, route, track, escalate and update customers, as well as RMS management, on status of issues as required
• Provide prompt and accurate feedback to customers, ensuring their understanding of the steps needed to resolve issues
• Build rapport and elicit problem details from non-technical or technical customers
• Use approved protocol to communicate with development engineers on the analysis of software issues providing detail description of problems along with steps taken to analyze the problem
• Perform system testing as a final validation before release to customer
• Contribute to the body of knowledge by creating and maintaining knowledge base articles and other technical documents
• Provide senior-level support and guidance for Level 1 Customer Care staff
• Maintain an in-depth understanding of RMS’ products and support protocols
• Provide guidelines and best practices on planned projects and activities
• Troubleshoot and engage with engineering on customer reported issues
• Support the sales team post implementation with upgrades and technical requests
• Respond to end user requests for technical support
• Troubleshoot and resolve application issues related to IT users and services
• Provide root cause analysis of customer issues
• Develop workarounds to existing product lines when applicable
• Document processes and procedures as developed and/or required
• Update and maintain project issues list, prioritize issues
• The Solution Architects time will be spent working with PSO\Deal Desk
• The Solution Architects time will be spent on the other areas outlined below, such as Escalations, creation of content for delivery to EEs\TSEs, labs, reproductions etc
• 3) Desktop (Desktops Architecture, Thin/Zero Clients, Desktop Management, Desktop Design)
• 4) Management (Datacenter Management, Application Management, Desktop Management, JMX, SNMP, MIBS)
• Resolve complex customer problems via the telephone, the web or email
• Research customer issues in a timely manner and follow up directly with the customer with recommendations and action plans
• Escalate cases to other more senior Technical Support Engineers and/or Escalation Engineers when the problem is too complex or falls out of specific area of expertise
• Leverage internal technical expertise, including higher-level engineers, knowledge base, and other internal tools, to provide the most effective solutions to customer issues
• Create new knowledgebase articles to capture new learnings for reuse throughout the center
• Collaborate with other Technical Support Engineers who may need assistance working a case; utilize your area of expertise to help them in order to most quickly facilitate solutions for the customer
• Participate in technical communications within the Technical Support Engineering team to share best practices and learn about new technologies and complimentary storage applications
• Focus on an area of technical specialization and attend classes, complete lab projects, read and work with other Technical Support Engineers on cases which will help cultivate that expertise
• Basic system administration with Windows and/or Linux
• Basic Knowledge of Websphere
• Basic knowledge of databases, ie Oracle, Database 2(DB2)
• Bachelor's Degree in Engineering or Computer Science
• Minimum of 5 years of experience in programming, configuration and/or wiring of automation equipment, related sensors and devices
• Experience as an Application Engineer, Field Service Engineer, or Controls Engineer preferred
• Experience with GE A&C products preferred
• Strong communication and presentation skills as measured by previous technical presentations to customers and/or employees highly desired
• PLC programming experience preferred
• Demonstrated ability to troubleshoot customer issues and quickly devise solution
• Outstanding customer service skills are critical for success in this role
• Experience in reproducing a customer problem, isolating cause, and driving resolution
• In-depth technical, application and domain knowledge
• Familiarity with National Electric Code (NEC and NFPA 79)
• Troubleshoots topologies, hardware, software, transmission and signaling links and protocols
• Performs network problem resolution
• Works on projects/ systems/issues of medium to high complexity surrounding network planning, configuration and optimization
• Handles escalated trouble calls and work closely with engineering, field technicians, and third party vendors to resolve service issues
• Validates problem descriptions and perform detailed problem diagnosis; track and update problems in trouble ticketing system
• Develops problem resolution procedures required to meet serviceability requirements
• Strong understanding of IP network fundamentals
• Proficient knowledge of multicast routing technologies
• Advanced knowledge in local and wide area networking communications
• Ability to utilize packet analysis tools and be proficient at reading network packet streams
• Advanced knowledge of hardware, network operating systems and troubleshooting skills
• Advanced knowledge of Switching and Routing Architectures
• Ability to analyze network design, architecture, protocols, topology, configuration and provisioning platforms
• Proficient knowledge of support systems for network management and element management systems
• Bachelor’s Degree in a technological field of study and 5 years Network implementation and support experience. Additional 1 year of experience can be substituted for each year of schooling
• CCNA certification required. CCNP preferred
• Understands and describes Networked A/V (NAV) system, to include: control, signal management, and networking theory
• Works on projects/ systems/issues of medium to high complexity surrounding programming, configuration and networking
• Actively support all efforts to simplify and enhance the customer experience
• Bachelor’s Degree in a technological field of study
• 5+ years computer programming experience
• Proficient knowledge of Javascript programming
• Possesses a minimum of one industry foundational certification (CTS, CCNA, Sec+ etc)
• A/V control programming experience preferred to include AMX and Crestron
• Provide proactive and reactive support to all external customers on Enterprise level Web Protection product
• Provide overall escalation management and technical solutions when issues are reported to them, including but not limited to,
• 1 year of experience in customer care/customer support for the following areas
• Possess an Associate’s Degree or higher i.e.: Bachelor Degree in Computer Science, Security, or related field
• Advanced writing and verbal skills
• Self-motivated (takes initiative)
• Basic experience with programming/scripting
• Basic experience with routers, switches, proxies, or firewalls
• Network or security related certifications desirable
• Strong understanding of Microsoft Windows / UNIX operating systems
• Knowledge of Network Security, switching, routing/routing protocols, IP, Firewalls, VPN's
• Good SQL skills (advantage)
• Provide proactive and reactive support to all external customers on Enterprise level Network Security products
• Provide overall escalation management and technical solutions when issues are reported to them, including but not limited to, review of open issues on a daily basis, updating our customers on the status of their escalated cases, and assisting in the reproduction of issues
• Provide proactive troubleshooting assistance to your specific product
• Record and document all issues related to customers both internal and external Conference call availability to resolve product issues
• Log all testing, troubleshooting and research done in process of resolution
• Responsible for Customer and Internal Updates
• Produce articles for submission into knowledge base and Best Practice series on public facing community
• Maintain a high level of knowledge and professionalism
• Creation of product troubleshooting guides to assist support teams
• Provide effective and timely communication to support teams
• Document issues within the call tracking system
• Maintain a current level of knowledge on McAfee products and new vulnerabilities and/or threats
• Be available and accessible to fellow co-workers
• Maintain a friendly, open, approachable, positive attitude
• You must possess a Bachelor Degree in Computer Science, Security, or related field
• Knowledge needed to perform this job
• Experience with UNIX & Linux Operating Systems
• Strong understanding of networking - routers, switches and knowledge of TCP/IP, DNS, HTTP/HTTPS, LDAP
• Basic level knowledge of databases (SQL) and LDAP services
• Basic level knowledge of security, commands and tools like nslookup, traceroute, ping, wireshark, tcpdump, netstat
• Basic experience with programming/scripting is desirable
• Skills needed to perform this job
• Ability to communicate at multiple levels with customers (i.e. technical / management)
• Required level of education in specific areas of study
• Knowledge or experience in Cloud (Amazon AWS etc.) is a plus
• TOEIC 750+ or above as English skill
• Native level Japanese and understanding of the Japanese culture is required
• Minimum number of years of relevant experience
• 3 to 5 years of support experience
• 3 to 5 years of network products/environment experience
• Review drawings for makeability; collaborate with production/engineering/cost accounting on possibilities and limitations
• Review of specifications and note PPG/CMC exceptions to specs and pass on to Doc. Control and customer
• Some drawing creation or re-creation needed for 2 and 3 dimensional absorbers (using either CAD, and/or Solidworks, and/or Catia, abilities)
• Cost Build-ups of custom products and high volume standard product opportunities
• Interface with QC/Production/Engineering/Document Control on challenges/projects/opportunities
• Part number standardization and maintenance of other information relating to custom jobs/product classification
• Help to manage the RMA process
• Support customers with their needs and questions in a timely manner
• Participate in technical discussions internally and externally as needed
• Approval of custom or non-standard orders
• Some Customer service with a focus on technical support (electrical and mechanical) of the product
• Interact with SolarCity customers via phone and e-mail to address problems with solar power systems and SolarGuard
• Dispatch Field Service Technicians to correct issues and support them in troubleshooting solar power systems and proprietary wireless monitoring equipment
• Contribute to improvements in SolarCity’s customer service and monitoring platforms
• Strong understanding of TCP/IP networking concepts, and practical experience with home network construction and troubleshooting, particularly wireless technologies
• Understanding of a technical support environment and processes, including ability to document case histories clearly, accurately and with detail. Ability to prioritize workflows effectively according to multiple criteria
• Experience with CRM systems, mobile case/ticketing systems, bug tracking systems
• Personal skills suitable for frequent direct contact with non-technical customers in technical troubleshooting scenarios
• A positive, friendly manner on the phone and in writing is essential, as well as patience and the ability to instruct and inform during the course of troubleshooting
• Ability to independently make decisions and solve problems with limited direction
• Proficiency with productivity, documentation and database tools (MS Office, Mediawiki, MS SQL) is valuable; experience with web development and general programming ability is a plus
• Bachelor's degree in a technical or science field, or Associates degree in Electrical (or other) Engineering, Physics, Computer Science, or other relevant field
• Excellent diagnostics capabilities and troubleshooting skills, having an logical and analytical mind and personality and capable of working within a team and under high-pressure
• Must possess a Bachelor/College Degree in Engineering, preferably in the field of Electrical, Electronics, Communications, and Mechanical
• Experience in Solar Industry is a big advantage
• Power and/or electrical systems knowledge is required
• Fresh graduates are welcome to apply, although experience in a call-center/support role is an advantage
• CRM Software experience is a plus
• Interacting with customers, providing support through email, phone and remote access systems
• Solving problems, helping customers be successful, and improving our product quality
• Creating Solutions, procedures, and technical notes to share your knowledge
• Helping others master the new features and capabilities of a rapidly evolving technology
• Provide advanced support on access control and video systems
• Assist in product testing and evaluations of fire alarm equipment
• Interface with data departments regarding downloader’s software and data communications
• Provide Mastermind signal interpretations to field technicians
• Provide consultative and engineering field support for installed air compressor units, troubleshooting mechanical and controls questions including performance evaluation, parts interpretations
• The position regularly deals with resolution of field issues which deals with mechanical and control phenomenon requiring thorough review and data interpretation
• The position requires respect of and sound working relationships with field personnel, field service management, internal engineering and manufacturing
• Conduct parts inspection, new, repaired or damaged condition
• Advisor to the Warranty team on claims related to Centac or Large Reciprocating compressors
• Participate on New Product Development or Value Added and Value Engineering projects
• Provide after-hours customer support on a rotational basis [Including weekends] via cell phone plus laptop to access systems
• The individual may be required to travel both domestically and internationally to investigate and evaluate customer site related issues in support of field personnel
• Conduct Centac training classes when required
• BS Degree in Engineering (Preferred)
• At least 5 years of experience in a technical support role or a field technician role
• Excellent customer service skills to meet the needs of both internal and external customers
• Able to work regularly, independently and in a team environment
• Competent analytical thinker, learner and make rational decisions
• Basic knowledge on compressor performance in particular centrifugal air compressors
• Basic Electrical and Controls knowledge. Should be able to read electrical schematic and process and instrumentation diagrams
• Basic knowledge on electric motors, steam turbines and engine drives
• Basic skill set in the use of measuring instruments, dial indicators, micrometers
• Good computer skill set
• Technical writing skills are required
• BS/University Degree in Computer Science/Engineering. Masters/PhD or similar education/working experience
• 1 - 2 years experience in engineering, systems administration, engineering support or consulting
• Fluent German and good English phone and writing skills are required
• Experience with UNIX shell scripting, Perl, Java
• In depth knowledge of HTTP, DNS, network routing, common network protocols (TCP/IP) and tools (ping, traceroute)
• Familiarity with the following: J2EE or .NET, XML Webservices, Databases and Webserver administration
• Must be able to resolve complex, highly technical issues; creative and able to 'think-out-of-the-box', propose and implement new Solutions for customers
• Strong team players who enjoy working in a fast paced team atmosphere
• Provide Tier 2 support to customers
• Provide troubleshooting and technical support via phone, web based tools and email
• Handles problem escalations from Tier 1 support engineers
• Ability to write native code
• Trains and coaches Tier 1 Technical Support Engineers
• Develop and/or test modules, wrappers and other extensions to the Titanium+ platform
• Constantly improve Write code samples, articles and tutorials for developers that demonstrate best practices and workarounds for common issues
• Log bugs for engineering team
• Safeguarding Axway and
• Experience using Titanium
• TMAD certified
• 3+ years experience in a technical support organization
• 3+ years in programming in Javascript and Sequel
• 3+ years with native code experience
• 3+ years in web development or mobile application development
• Common sense. It is extremely uncommon these days, so we are more than happy to meet you, should you have it
• Linux and UNIX knowledge(You will be surprised by the number of flavours). You should not be afraid to work with terminals and feel comfortable not holding a mouse for long time(granted one is even present)
• Experience in TCP/IP networks - both building and troubleshooting
• Knowledge of transfer protocols and how they work. HTTP, FTP, SFTP, SMTP, AS2, you name it. There are a few that we dare-not-name too
• English language. Excellent verbal and written skills are necessary. As the official communication language in Axway is English - that will be the language you will be using in 90% of your time around the office
• MS Windows Server administration
• Last but not least - the ability to absorb and articulate new knowledge in a way that customers can understand
• Resolve customer problems via telephone, email or remote access
• Maintain customer loyalty through integrity and accountability
• Escalate cases to management when customer satisfaction comes into question
• Escalate cases to the engineering team when the problem is beyond the scope of technical support or falls out of the support team’s expertise
• Maintain control and management of the overall resolution for any escalated case, even when cross-functional groups are involved
• Leverage internal technical expertise, including development engineers, knowledge base, and other internal tools to provide the most effective solutions to customer issues
• Create knowledge base content to capture new learning for re-use throughout the company and user base
• Participate in technical communications within the team to share best practices and learn about new technologies and other ecosystem applications
• Participate in the on-call rotation with other Technical Support Engineers
• Actively participate in the Hadoop community to assist with generic support issues
• Learn as much about Hadoop as you can!
• Should have advanced working knowledge of Oracle (Skills-PL/SQL, SQL)
• UNIX knowledge and expertise
• Working knowledge of high availability, high throughput, real time, mission critical system
• Working knowledge of TCP/IP protocol, network topology (switch load balancer, router)
• Working knowledge of GPRS, DIAMETER protocol, SGSN OR GGSN etc
• Experience with shell or perl scripting is required
• Knowledge of any Telecom Billing systems is mandatory
• Detail oriented, good analytical and problem solving skills
• Excellent English communication skills, written and oral
• Highly motivated, goal-oriented and well-organized– “towin” orientation
• Exemplary team-player and team leading capabilities
• Flexible to work in the shifts
• Readiness to travel for extended period of time
• Graduate or Post Graduate Degree in Engineering/Science
• 2-6 years of experience
• Manage highly visible, global and strategic support cases, and ensure 100% customer satisfaction by providing prompt and complete resolution to technical challenges and business issues
• Empower the greater Salesforce community and share best practices with team members by creating and improving knowledge base materials
• 3 years of prior experience in Technical Support, a helpdesk environment, or as a Salesforce administrator
• Ability to effectively prioritize and escalate customer issues as required, as well as being able to multi-task and perform effectively under pressure
• Salesforce Administrator (ADM201), Advanced Administrator (ADM311) or Developer/ Platform App Builder (DEV401) Certification
• Completed Salesforce Trailhead Badges
• Engineers customer orders including detailed review of layout and application of equipment, wiring and schematic development, component selection, and verification of applicable codes and standards
• Reconciles pricing and lead time requests of incoming orders, using information supplied through Bid Manager, Vista and other communications from field sales and/or channel partners. Verifies that the plant's manufacturing capabilities can support lead-time requests
• Verifies that complete and accurate order entry information has been received from field sales and/or channel partners on incoming switchboard orders. Responsible for communicating to and following up through appropriate channels on any discrepancies and facilitating efficient downstream order processing. Supports field sales and channel partners on post order entry issues
• Prepares Manufacturing Information (MI) for less complex switchboard configurations, utilizing MI Manager, AutoCAD, and Plant Order Manager as required
• Provides input to the Bid-Man development team on design and pick table enhancements that help minimize front-end cycle time and improve Quality
• Provides input to P&S MEDD department on new product application needs and designs as well as design refinements
• Interface with customers, channel partners, Field-Sales, and EatonCare through participation in plant visits, training support and customer events
• Schedule orders for production. Reconcile customer requested ship dates with product line standard lead times and manufacturing capacity. Utilize AS400 programs (OMS and Allocation System) as well as Microsoft Excel to accomplish scheduling
• Request and verify information for order release and processing
• Perform rescheduling duties and advise AWSD to field sales/EatonCare/channel partner or end use customers as required
• Retrieve, match, and route order change notice information
• Expedite and follow critical orders
• Maintain order files in the computer and be familiar with computer based information as it relates to customer schedule and dates. Execute order management functions using VISTA, Order Management System (OMS), AS-400 and Bid Manager computer systems
• Process and follow ship shorts
• Expedite material shortage requirements with Supply Chain Department
• Facilitate corrective action process for in-process orders as required to minimize impact on customer promise dates
• Bachelor’s degree in Engineering from an accredited institution
• Authorized to work in the US without company sponsorship
• Position does not have relocation. Candidate must reside within a 50 mile radius of Sumter, SC facility
• Minimum 5 years of experience in assembly operations or manufacturing operations
• Experience with MRP/ERP Systems
• Minimum 3 years of experience with Eaton systems: VISTA, Bid Manager, AS-400, ENOVIA & DMM
• Comprehension of basic electricity
• Demonstrated proficiency in Microsoft Office (Outlook, Word, Excel & PowerPoint)
• Demonstrated technical and application knowledge of switchboards
• Demonstrated proficiency in verbal & written communications, organizational & computer skills
• Minimum Qualifications
• BSEE, BSEET, BSME, BSIE, BSCS or other engineering degree and 2+ years experience designing, developing and troubleshooting Automation Control systems using Rockwell Automation Products
• Understanding of Rockwell Automation Controllers including but not limited to SLC. Micrologix, Compactlogix and Controllogix processors
• Great communications skills. Able to work with novice to very experienced engineers. Good typing skills. Must be able to work independently
• Typically responds to situations as McKesson's first-line product support to isolate or fix problems in software; may be second-line of support in some areas
• Reports design, reliability & maintenance problems or bugs to software engineering/ design engineering, offering and/or soliciting input
• Provides support to customers/users where the product is highly complex or technical in nature
• Explains & interprets technical ideas or processes to various groups or levels within the organization
• Applies customer service skills & relevant competencies (e.g., communication) in working with internal & external customers
• At certain levels, may create knowledge-based content
• At certain levels, may create troubleshooting tools -May be involved in customer installation & training
• Good understanding of TCP/IP, OSI layers, and basic network troubleshooting
• Detailed knowledge of the diagnosis, repair and debugging of software and computer systems
• Flexible schedule to allow for pager rotation
• Ability to quickly learn new, complex technologies
• Healthcare industry experience a Plus
• Expert troubleshooting and reasoning skills
• Demonstrate experience troubleshooting - DNS, IP Networking, Firewall, SMTP, HTTPS, Load Balancers, ActiveSync, Email
• Bachelor degree in Computer Science or related technical field or equivalent work experience
• Cisco Certified Network Associate or Equivalent
• Knowledge of administering LDAP servers
• Database Experience - SQL Queries
• Provide knowledgeable technical support to the Customer Call Centre and In-Site forum with fast response times to issues and increased accountability. This includes providing technical responses to customer inquiries and providing ‘on-call’ services
• Deliver field support activities including FCB implementation and troubleshooting where necessary
• Scheduling and performing site visits to assist customer in resolving technical issues. Attend customer interface meetings when and if requested
• Maintain and update technical information for upgrade projects
• Ensures configuration management is maintained consistency across projects
• Monitors/audits the testing process and ensures adequate and thorough testing is being planned and performed on all upgrade projects and maintenance contracts
• Support and provide technical input to Safety Committee on completed projects
• Support and provide technical input to customers on Thales’ ‘In-Site’ Forum
• Responsible for ensuring that all safety issues related to work performed are implemented as per company’s applicable safety processes and procedures
• B.Sc. in Engineering, or equivalent work experience
• 3+ years in site management experience
• Experience in delivering field support activities during upgrades in maintenance phase of a project
• Experience providing technical responses to customer inquiries and providing ‘on-call’ services
• Customer service and marketing/sales experience
• Excellent communication and inter-personal skills
• Enjoys working with people and has an outgoing approach
• Proven management and supervisory skills
• Understanding of commercial aspects (schedule and budgets) of project management
• Always leverage the technical expertise in order to provide efficient technical support
• Provide technical support to Business Partners certified experts (ACSE)
• Resolve customer issues escalated by Alcatel-Lucent’s L1 & L2 support center related to Alcatel-Lucent’s IP Networking product range (switch/router/WLAN) with sometimes direct assistance on customer site in case of urgent need
• Escalate technical product issues to engineering (R&D based in California)
• Participate in the design of technical bulletins, installation and Trouble Shooting Guides and Frequent Asked Questions (FAQ) development
• Contribute to the improvement of the product: serviceability, maintainability aspects
• Control the software quality from R&D and get knowledge on the new products or features
• Manage consciously customer technical sensitive issues follow-up with the sense of the priority and the positive communication
• Active participation to “engineering rules” definition, elaboration & writing
• BA/BS in Computer Science or related technical field or equivalent practical experience
• Experience working with network fundamentals (TCP/IP, ARP, IP Tables, routing)
• Technical troubleshooting with leadership and crisis management skills
• 5 years of relevant work experience in data networking environment
• Experience leading short projects involving outside teams
• Data Center technologies including Storage Area Networks (SAN), virtualization (VMWare)
• UNIX systems with scripting skills in Shell, Python
• Traffic generator and traffic analyzer, like Ixia and Wireshark
• Excellent analytical skills, coupled with a strong sense of ownership, urgency and drive
• Support the Project Plan, Project Managers and customers during execution of SFAT, PFAT, FAT and SAT with instrumentation, electrical and mechanical assistance
• Provide troubleshooting assistance and root cause analysis during FAT and SAT
• Oversee electrical, mechanical and software contractors working on skids in
• not an Automation role
• Active participant in the customer support center, handling phone and email queues to assist customers with technical issues on the product, inclusive of ability to troubleshoot, duplicate and create workaround to achieve high levels of customer satisfaction and success
• Document and report on the status of major issues, tech center operational status, etc
• Manage the RMA processes ensuring equipment is being delivered to the customer and returned hardware is sent from the customer location to Gigamon
• Work collaboratively with the overall Support Organization in driving Support team process improvements and initiatives
• Work with other organizations to convey customer concerns and requirements to be a champion for the customer in providing a timely problem resolution
• 1-4 Years of Technical Services experience in the networking space
• Strong operating and troubleshooting knowledge across both L2 and L3 technologies such as: Ethernet, TCP/IP, Routing Protocols (OSPF), Switching technologies (VLAN/ Trunking), Stacking, QoS, Spanning Tree (STP, RSTP) and Test Equipment such as Spirent or IXIA
• Possess excellent listening and people management skills
• Must be willing to learn new skills, be a self-started and team player
• Minimum 3 years of experience in the relevant market
• Strong commitment to satisfy customer’s expectations
• Good ability to execute strategies promptly and effectively with direct improvement to the business
• Good speaking skills in English
• Good read and written communication skills in English and Chinese
• Self-motivated and have ability to work independently
• Strong willingness to work a flexible schedule and regular travel
• Capture and tracking of customer issues through CRM tool Sales Force
• Degree or relevant Education in a technical related field, i.e. avionics, electronics, aviation plus minimum 5 years experience in the aerospace industry with emphasis on avionic systems will be considered
• Minimum 3 years experience in the aerospace industry with emphasis on avionics maintenance, interface and troubleshooting on Business Jets and related systems
• Minimum 1 year of experience working with Installation Manuals, Maintenance Manuals, Component Maintenance Manuals, Service Bulletins, Service Information Letters, and other technical publications is required
• Experience with Satcom, High Speed Data, Cabin Management Systems, FMS and Primus/Primus Epic Systems is preferred
• Demonstrate flexibility and resilience, including the ability to influence others in a time sensitive and demanding environment
• Ability to make sound business decisions and take quick actions to execute
• Ability to work collaboratively with multiple Honeywell entities by developing and maintaining effective relationships
• Working knowledge of export requirements and/or government regulations is a plus
• Ability to effectively handle a wide range of customers' needs and requirements with care and professionalism at all times
• Demonstrated ability to work in a changing environment is strongly preferred
• Great grasp and passion for customer service
• Possess a "privilege to serve" attitude
• True global mindset and being very comfortable working within a global team
• Degree in Telecommunications, Computer Science, Electronic engineering or similar
• Minimum 1 year of experience in Customer Technical Support (Hardware /Software)
• Background in Communications systems / Previous knowledge of mobile telecoms', including Tetra, LTE, UMTS/GSM beneficial
• Ideally having previous experience in software engineering/network devices and network planning/optimization/protocol analysis
• Hands on engineer with the experience and diligence to work on their own, within a team and closely with other stakeholders to deliver high quality solutions
• An ability to deliver against challenging deadlines with a flexible approach to the demands of the role
• Strong technically, with an intellectual capacity to add to and develop department knowledgebase and innovations
• Team player who is ambitious and an enthusiastic self-starter
• Attention to detail and willingness to be ‘hands on'
• Positive and enthusiastic, whilst creative and focused on delivery
• Open and direct communication with excellent oral and written communication skills
• In depth knowledge of querying database structure and tables
• Advanced knowledge of Windows servers, work stations and networking environments
• Ability to communicate complex ideas in an understandable manner
• Independent, Self-starter
• Working knowledge of the diagnosis, repair & debugging of software & computer systems -Working knowledge of BU¿s products -Awareness of the level where they are able to interact with other McKesson BU¿s as needed or required -Working knowledge of technical language -Familiarity with writing articles for knowledgebase & technical article creation
• Client focused approach to work
• A flexible attitude with respect to work assignments and new learning
• Ability to manage multiple and varied tasks with enthusiasm and prioritise workload with attention to detail
• Possesses the ability to organize information, prioritize workload and tasks in a timely manner
• Possesses an understanding of supporting Java web applications
• Possesses a good understanding of software development languages and tools such as Jscript, VBScript, XML and SQL. TIBCO and Informatica is desired but not required
• Knowledge of relational databases, preferably Oracle, SQL Server
• Ability to prioritize work, mulit-task and meet deadlines
• Ability to work and communicate in a project team environment
• Some knowledge of clinical data management process for FDA regulated companies is a plus. Familiarity with FDA regulations such as 21 CFR Part 11 and GxP desirable
• Ability to manage a wide range of projects or high priority issues at any one time
• Ability to work independently on all but a few issues, using initiative as necessary. Can guide and influence others, suggesting solutions and coordinating efforts
• A sound working knowledge of written and spoken English is required to ensure full communication within project teams and complete understanding of project specifications, test plans and other project documentation
• Relevant technical support and client focused experience
• Experience of working in a level 2 or level 3 technical support role or equivalent within a customer service environment
• Experience with ITIL
• Experience of providing a positive, memorable and meaningful service to internal and external customers
• Work as a backup resource in the level 2 of Support-Line and On-Site service
• Solve complains relating to the product technical problems for CCRP system
• Manage the process of translating the training material of the product
• Check and keep tracking of software compatibility (ACS880, AC580, Machinery Drives, motion control and PLC, Control panel...etc)
• Warranty policy and special/urgent cases handling with service team
• Maintain high level of product technical knowledge
• 2 Bachelor degree or above
• 3 Industry automation, electrical & electronics engineering and motion control background
• 4 Communication skill is a preferable
• 5 Fluent English, both in writing and oral
• 6 Frequently business travel
• Analyses technical problems which are reported via phone, e-mail or internet by customers, partners or customer service engineers
• Provides feedback to the service requester on the status of the problem, corrective actions taken and anticipated resolution time and estimated cost
• Resolves issues through ordering the necessary resources, both material and labor, after verifying technical compatibility, logistical possibilities and required competencies
• Detect quality issues and forward all relevant information to the appropriate escalation channel
• Provides information to the rest of the organization in case of escalation
• Reviews result of corrective actions
• In some cases, performs scheduled/emergency on-site service repairs and be on stand-by via telephone on weekend days
• Work directly with customers and internal users to provide solutions for Syncade applications
• Troubleshoot and develop technical solutions for support issues related to Syncade software, hardware setup, and configuration
• Develop workaround solutions for issues related to software faults
• Diagnose and troubleshoot support issues on live production environments
• Provide inputs to Technology on software faults and inputs to Marketing on customer proposed enhancements to Syncade applications
• Administration activities of Syncade Support Site
• Create reports for customer specific Syncade support data
• Generate and review training materials for future Syncade support trainees
• Assist Syncade Technology with software testing activities
• Experience with Windows Server 2008/2012 and SQL 2008/2012/2014 preferred
• Experience with computer programming and/or database querying preferred
• Relevant MES (Manufacturing Execution System) experience preferred
• Competent in English communication (written and spoken)
• Work with PMC Team to ensure collection of product material content for a variety of Raytheon programs
• Ensure proper data formatting, manipulation and integration to maintain the integrity of the information housed within the PTC Windchill environment
• Perform required data analysis and generate reports for programs regarding the status of the product’s material content
• Interfacing with materials engineering leads and mechanical designers for programs requiring WPA support
• Work in cooperation with the IDS Product Materials Content (PMC) Team
• Experience with Excel
• Experience working with digital data retrieval and databases
• Experience with Microsoft Word/PowerPoint
• Familiarity with PTC Windchill PDM and/or Windchill Product Analytics
• Working knowledge of Microsoft SharePoint/OneNote
• Familiarity with database programs such as SQL
• Familiarity with materials, processes and/or chemistry
• Familiarity with xml
• Spray application of aerospace coatings, including surface preparation and fill/fair operations
• Formulation, mixing and application of highly-filled specialty aerospace coatings
• Performance of RF measurements to characterize material properties and performance
• Composites layup and fabrication, and adhesive bonding
• Prototype fabrication and assembly
• Basic proficiency with Microsoft Office tools (Word, Excel, Powerpoint)
• Ability to obtain and maintain a DoD Secret Security Clearance
• Demonstrated ability to perform data organization and analysis using Excel
• Technical report writing proficiency
• Technical presentation experience
• Ability to participate and make contributions in technical internal and customer meetings
• Ability to perform and organize multiple tasks being performed concurrently
• Possess a DoD Secret Security Clearance
• Utilizing preliminary sketches, diagrams, and other engineering information to generate 3-D design models and/or conceptual layouts
• Executing the detail design, and working with leads, or leading the completion of the documentation for unique mechanical subsystems
• Investigating pertinent design factors such as ease of manufacture, availability of materials and equipment, interchangeability, replaceability, strength-weight efficiency, and contractual specifications, requirements and cost. Coordinating with other organizations affected by design development
• Self-check completed layouts and drawings for clarity, completeness, conformity to standards, procedures, specifications, and accuracy of calculations and dimensioning
• 2+ years demonstrated experience in developing mechanical documentation
• Knowledge of and experience with mechanical design applications and fabrication processes
• CAD experience using CREO (Pro/E Wildfire) or equivalent 3D CAD software
• Demonstrated experience with applying Geometric Dimensioning and Tolerancing per ASME Y14.5M-1994
• Confirmed understanding of the general requirements of Technical Data Packages (TDPs) and Associated Lists per MIL-STD-31000
• Experience with CADDS V (CV)
• Experience with Windchill 10.0 PDMLink or equivalent configuration management system
• Associates in Mechanical Engineering Technology or equivalent (each two years of related experience can substitute for one year of education)
• Experience with/understanding of web design technologies
• Experience with/understanding of Destiny Enterprise system
• Expertise with Linux/PhP/Apache/MySQL/Postgresql software packages
• Expert knowledge of Windows, Microsoft Office and Adobe software packages
• Expert communication skills – both written and oral
• Understanding and correct usage of IT technical vocabulary
• Experience providing end-user training
• Previous experience in IT-related job function
• Database creation, entry and reporting capabilities
• Calendar/Evaluation Database System – modification/maintenance
• Modification/maintenance of evaluation forms
• Calendar updates (daily)
• Social media expertise
• Understanding of Social Media/Web analytics
• Network maintenance/modification/upgrades
• Software maintenance/loading/upgrades
• Backup DreamSpark/Adobe liaison
• Required to maintain professional/technical knowledge by attending professional workshops and establishing personal/professional networks
• Ability to receive constructive feedback
• Positive experience working with clients
• Scheduling capabilities
• Instructor/CCE database – modification/maintenance
• Course Brochure Prep – scheduling/Destiny entries
• Lab support
• DreamSpark/Adobe liaison
• Instruction of TTS courses
• Be the first point of contact for customer calls and emails
• Confirm the client is under contract, incident details and contact information
• Review ticket history for immediate resolutions to incident
• Dispatch and coordinate incidents to correct focus group
• Be a subject matter expert in Marketo technology and apply it to Marketo customers’ business processes
• Perform problem characterization, reproduction, diagnosis, and root cause analysis
• Configure customer systems to meet requirements
• Knowledge of diagnosing and resolving problems in complex software environment
• Solid communications skills (written, and verbal) and ability to interact effectively with all levels of professional staff. Ability to communicate effectively with customers
• A tremendous attitude and desire to be part of a growing team
• 2 years of progressive experience diagnosing and resolving problems in complex software environment
• Be a subject matter expert in Marketo technology and apply it toMarketo customers’ business processes
• A passion for challenges and helping
• Excellent problem-solving skills and ability to navigate challenging situations in a professional manner
• At least 2 years of progressive experience diagnosing and resolving problems in complex software environment
• Superior communications skills (presentation, written, and verbal) and ability to interact effectively with all levels of professional staff. Ability to explain complex concepts simply
• Experience supporting enterprise software solutions, ideally Marketing Automation, CRM, PRM, or SFA applications a Plus
• Skills in troubleshooting, software testing, and debugging
• Exposure to real-world applications
• Opportunities to develop your communication, presentation, and leadership skills
• Opportunities to work closely with other departments across the company to resolve complex problems
• Proactively seek to understand customer expectations
• Answer and resolve support cases based on severity level
• Own and track customer issues using our ticket tracking system
• Own all customer facing communications, ensuring the message is concise and professional
• Shares, and documents knowledge via FAQ / KB articles, which can be internal or customer facing
• Develops junior support engineers through training, and coaching
• Manage multiple projects/support cases simultaneously
• Champion customer issues internally, and represent the company externally
• Leads large multi participant customer calls, including hot escalations
• Normally receives little instruction on day-to-day work, general instructions on new assignments
• On-boarding new customers to Pure Support
• Resolve administrative customer requests
• Maintain install base requirements with customers and their arrays
• Upgrade customer arrays to latest software version
• Ensure RMA requests are processed promptly and accurately
• Triage support cases based on severity level
• Maintain communications with customers on the progress of their cases
• All communication should be professional, complete, well-formatted, and consistent with prior communications
• Applies documented troubleshooting steps to resolve routine issues
• Notify a Support Manager of critical customer issues
• Weekend, holiday, and on call duties as required
• Take responsibility for generating a positive customer experience
• Be open and straightforward when communicating with customers, partners and other team members
• Move quickly to resolve support issues in a timely manner
• Challenge the status quo though innovative problem solving
• Be a team player by working collaboratively with other team members and departments
• Customer Service related certifications are a plus but not required
• Experience supporting Microsoft Server and Client environments
• Proficiency supporting multiple versions of Windows
• Understanding of Windows security settings and utilities
• Experience supporting mobile clients such as IOS, Android and Windows Mobile on both tablets and smart phones
• Proficiency supporting several major web browsers such as Internet Explorer, Chrome, Firefox or Safari
• Programing Experience – preferably in a C++, C# or Java environment
• Web server software knowledge – preferably IIS or Apache
• Experience with SQL Server or other DB systems
• Understanding of Active Directory configurations
• Familiarity with Citrix Virtualization Platforms
• Understanding of Windows Local and Domain Group Policies
• Knowledge of information frameworks such as XML, HTML or ASP.NET
• Awareness of Web Services open standard protocols such as SOAP, WSDL and UDDI
• Understanding of ITIL methodologies – certification is a plus
• Experience in a customer facing software support role
• Support some of our biggest enterprise customers
• Troubleshoot all kinds of issues, including all the possible setups and configurations
• Ensure our customers get the maximum value from our products and subscriptions
• Interact with our customers over the phone, through online chat, and web-based inquiries about our technology
• Linux or UNIX system administration experience
• Advanced troubleshooting and debugging skills
• Scripting or programming experience is a plus
• Exceptional approach to customer care
• Ensure customers can get the maximum value from and easily use our products and subscriptions
• Support customers by responding within the designated service-level agreement (SLA) to incoming calls as well as chat and web-based inquiries about our technologies
• Travel regionally to visit customers as needed
• 3+ years of Linux or UNIX system administration experience
• Technical knowledge and experience with the Linux storage and file system
• Scripting or programming experience in languages like Bash, C, or Python is preferred
• Ability to deal with rapid change and limited structure
• Share your knowledge gained from troubleshooting issues by contributing to the global Red Hat knowledge management system
• Excellent reading and writing skills in English; fluent English language skills are preferred
• Partner with the OpenShift Online and OpenShift Origin communities to develop and review patches and test cases
• Use tools like Curl, Git, Docker, Kubernetes, Strace, and Wireshark to investigate and troubleshoot technical issues
• Record customer interactions including investigation, troubleshooting, and resolution of issues
• Partner with Red Hat strategic cloud partners like Microsoft to jointly solve multi-vendor customer issues
• Assist in developing comprehensive and reusable self-service solutions for future incidents
• Bachelor's degree in a technical field; engineering or computer science is preferred
• Some familiarity with Platform-as-a-Service (PaaS) software or .NET
• Experience with Linux or UNIX operating system installation, configuration, upgrade, and maintenance
• Experience working with hosted applications or large-scale application deployments
• Upstream involvement in open source projects is a plus
• Communicate with customers, engineering and development teams, quality assurance teams, and management
• Monitor, report, and produce bugs, fixes, patches, and RFEs
• Work closely with junior and senior engineers and developers to write new code, fix and improve code, and provide highly technical solutions to support requests
• Write patches, provide JBoss updates, and contribute your ideas in an open and collaborative team environment
• 6+ years of professional JEE platform experience
• Deep experience with one or several JEE or app server technologies like JMS, Web Services, Servlets, JSP, JDBC, Hibernate, Struts, Teiid, Metametrix, Arquillian, Drools, RichFaces, Tomcat, or Datasources
• Solid knowledge of the JEE platform and experience with databases and SQL
• Hands-on experience with application server technologies like JBoss, WebSphere, or WebLogic
• Solid understanding of Java programming APIs and popular Java frameworks is preferred
• Good troubleshooting and debugging skills and a passion for problem solving and investigation
• Ability to learn new open source middleware technologies
• Clear and effective English communications skills, both verbal and written
• Bachelor's degree in engineering or computer science is preferred; equivalent experience within the enterprise IT sector will also be considered
• Provide a high, detailed level of technical assistance to ensure that our customers get the most out of our Red Hat JBoss Middleware solutions
• Engage and collaborate with open source developers around the world
• Offer developer-to-developer assistance for the Red Hat JBoss Middleware suite of solutions
• Act as the technical point person for a technology of your choosing within the Red Hat JBoss Middleware portfolio
• Advise customers on JEE architectural design decisions
• Work with other open source projects to help customers integrate Red Hat solutions with their applications
• 4+ years of professional J2EE/JEE platform experience
• Deep experience with one or more JEE/App Server technologies like JMS, Web Services, teiid, metametrix, arquillian, drools, rich faces, JDBC, Servlets, JSP, Tomcat, or Datasources
• Solid knowledge of the JEE platform
• Hands-on experience with enterprise application server technologies like Red Hat JBoss Middleware, WebSphere, or WebLogic
• Solid understanding of Java programming APIs and popular Java frameworks is a plus
• Great debugging skills and a passion for problem solving and investigation
• Willingness to learn new open source middleware technologies
• Very clear and effective written and verbal English communications skills
• Ability to communicate courteously and effectively with customers, third-party vendors, and Red Hat associates
• Use tools like curl, git, Docker, Kubernetes, strace, and Wireshark to investigate and troubleshoot technical issues
• Record customer interactions, including investigation, troubleshooting, and resolution of issues
• Demonstrate considerable judgment in selecting methods and techniques to obtain solutions
• Maintain a commitment to providing the best experience possible for Red Hat customers
• Manage your workload to ensure that all customer issues are handled and resolved in a timely manner
• Bachelor's degree in a technical field (engineering or computer science is preferred)
• 5+ years of experience as a support or development engineer for Platform-as-a-Service (PaaS) provider or hosting service
• 5+ years of experience with Linux or UNIX operating systems
• Experience working with hosted applications or large scale application deployments
• Experience with .NET, Azure, Docker, Kubernetes, openvswitch, JBoss, Tomcat, NodeJS, Ruby (web frameworks), or Python (web frameworks)
• Experience with developer workflows, continuous integration (Jenkins), and continuous deployment paradigms
• Good understanding of Linux tools, with an emphasis on curl, git, strace, Wireshark
• Linux operating system installation, configuration, upgrade, and maintenance experience is highly preferred
• Solid development-level experience with multiple programming languages and experience writing patches or pull requests
• Upstream involvement in open source projects (patches submitted for upstream inclusion) is a plus
• Use tools like curl, git, Docker, Kubernetes, Strace, and Wireshark to investigate and troubleshoot technical issues
• 4+ years of experience as a support or development engineer for a Platform-as-a-Service (PaaS) provider or hosting service
• 4+ years of experience with Linux or UNIX operating systems
• Experience with Docker, Kubernetes, Open vSwitch, JBoss, Tomcat, NodeJS, Ruby (web frameworks), Python (web frameworks), Azure, and .NET
• Experience with AWS or CloudFoundry is a plus
• Experience with developer workflows, continuous integration (Jenkins), and continuous deployments paradigms
• Good understanding of Linux tools with an emphasis on curl, git, Docker, Kubernetes, Strace, and Wireshark
• Linux operating system installation, configuration, upgrade, and maintenance experience is a major plus
• Excellent reading and writing skills in English; fluent verbal English skills are preferred
• Partner with OpenStack communities to develop and review patches and test cases
• Use command line tools to diagnose network issues and message queue problems
• 5+ years of experience as a support or development engineer for virtualization or cloud technologies on Linux
• Linux operating system installation, configuration, upgrade, and maintenance experience is preferred
• Solid development-level experience with Python and experience writing patches preferred
• Experience with tcpdump analysis, OpenvSwitch networking, and MySQL databases
• Ensure customers get the maximum value from and easily use our solutions and subscriptions
• Support customers by responding within the designated service-level agreement (SLA) to incoming calls, as well as chat and web-based inquiries
• Knowledge or familiarity with Amazon Web Services; VMware vSphere, Azure, Google Cloud experience is an advantage
• Demonstrated first-rate customer service experience or prior technical support experience; desire to go above and beyond in assisting customers
• Own the resolution of customer issues from initial contact through complete customer satisfaction
• Work with support or product development teams to work around or resolve product issues
• Proactively stay up to date with the latest technologies related to Red Hat products and the underlying technologies
• Develop a deep understanding of Red Hat JBoss Middleware
• Work with developers to identify and resolve more complicated problems
• Diagnose and fix bugs
• Work with customer employees and consultants, including business managers, project managers, software engineers, security analysts, data center engineers, and customer NOC
• Manage assigned product(s) and component(s) by prioritizing open issues for Development
• Provide issue mentoring and training to the support centers
• Develop a working knowledge of applicable bug and technical information databases, as well as support debugging tools
• Passion for learning new open source middleware technologies
• Excellent verbal and written communication skills in English
• Solid analytical, interpersonal, communication, and technical writing skills
• 2+ years experience with Java/JEE technologies like JMS, Web Services, Servlets/JSP, EJB, JDBC, Hibernate, or Tomcat
• Basic hands-on experience with Red Hat JBoss Enterprise Application platform or any other application server, e.g. WebSphere or WebLogic
• In-depth knowledge of the Java platform, databases, and SQL
• Knowledge of software build, patch, and deployment processes and procedures, e.g. automake or autoconf
• Experience using Linux or UNIX
• Application development or deployment experience
• Familiarity with configuration of open source software, e.g. Apache or Tomcat
• Ability to analyze complex issues and prioritize tasks
• Availability to occasionally be on call after hours and on weekends
• Discover solutions to problems related to authentication and authorization services
• Help customers configuring SSL/TLS, java security managers, JAAS , SSO using integration protocols like SPNEGO (Kerberos), SAML etc
• Write test cases in Java for resolving security issues
• Build in-house replication environments using various LDAP servers, writing test cases for SSL/TLS, configuring Kerberos and SAML, and similar setups to help the customers resolving any issues
• Learn new technologies and write and publish blogs, whitepapers, and knowledge base articles that push technical knowledge out to our customers and the community
• Provide high-level technical assistance to ensure that our customers get the most out of Red Hat JBoss Middleware solutions
• Act as the technical point person for a technology of your choosing within the Red Hat JBoss Middleware portfolio of technologies
• Production support experience
• Solid understanding of web security fundamentals for securing hosts, networks, and applications
• Exposure on JAAS concepts to secure web and the EJB applications
• Knowledge of common security vulnerabilities, attacks, attack methods, and remediation techniques
• Exposure on JDK utility keytool or Openssl
• Good understanding on concepts like running applications under Java security manager
• Basic LDAP knowledge
• Desire to learn new open source middleware technologies
• Clear and effective English communications skills and ability to communicate courteously and effectively with customers, third party vendors, and Red Hat associates
• Participate in case review conference calls with customers
• Technical knowledge and actual experience with the Linux storage and file system
• Fundamental understanding of the Red Hat Enterprise Linux OpenStack Platform or OpenShift by Red Hat architectures and administration experience across all working components
• Previous experience with Ceph or Gluster storage is welcome
• Knowledge or familiarity with Amazon Web Services; VMware vSphere or Azure experience is a plus
• Prior Red Hat product certification, e.g. Red Hat Certified Engineer (RHCE) or other relevant certifications, is an advantage, as you'll need to be certified within 90 days of your start date
• Responding to internal and external issues regarding SAS Risk solutions, including product usage, features, errors, and configuration
• Writing detailed problem reports for unanswered questions and product defects
• Researching questions and contacting customers with resolutions
• Helping detect and report design, reliability, and maintenance problems
• Reviewing documentation and working on other special projects as needed
• Experience working with SAS Software
• At least 3 years of technical consulting, systems engineering, research and development and/or customer support
• Ability to work with people of varied technical backgrounds
• Ability to diagnose a broad range of problems
• Ability to handle multiple high-priority projects concurrently and adapt to changing priorities and deadlines
• Ability to perform in both team and individual environments
• Ability to answer user questions through independent study and investigative programming
• Proven record of handling increasing responsibilities
• Respond to requests and queries from customers using Ariba products while ensuring customer satisfaction
• Develop and maintain technical expertise in assigned areas of product functionality and utilize it effectively to help customers
• Research, document, and escalate cases according to procedure
• Work closely with customers and Ariba Engineering on escalated critical issues and ensure they are resolved in the most timely and effective manner possible
• Customer driven feedback to functional areas in order to influence process/product improvements
• Actively participate in job related training
• Author technical documents on common issues and solutions in order to build the knowledge base
• Develop strong working relationships with other teams across Ariba
• Positive attitude - Support engineers are required to be respectful, fair, gracious, and knowledgeable
• 2 years of working experience in a commercial product development, support or consulting environment
• Experience interfacing with customers and technical support
• Experience in enterprise software, financial software, ERP systems, or e-Commerce solutions would be an advantage
• Bachelor's degree with 2+ years of experience
• Understanding of objected oriented programming (preferably Java)
• Ability to interpret XML
• Working knowledge of database primarily with SQL and ability to structure queries
• Demonstrated ability to take initiative and run new processes in an existing team
• Provide direct technical assistance with customers via phone and email
• Provide internal and external user support for application issues of a technical nature
• Collaborate with fellow support colleagues and other internal organizations to provide superior customer service
• Create internal/external content for Ariba’s knowledge base
• Maintain consistent, regular communication with customers regarding the status of their requests
• Act as a customer advocate by working directly with customers on high priority issues to deliver timely resolution and capture customer feedback to influence process/product improvements
• Anticipate customer needs and effectively address concerns related to their issue or resolution
• Effectively handle difficult customer interactions and challenging customer problems without the need for supervisory intervention; maintains poise and professionalism even with very difficult and demanding customers
• Ensure that individual performance meets or exceeds department standards
• Develop strong working relationships with cross-functional teams within Ariba
• Work with customers to identify and resolve reported system defects
• Must be available for weekend or evening support as required
• 2 Years working with a web-based software solution (Ariba Solutions preferred)
• Experience working with Spend Management Solutions in a support role
• Experience in Support, Software Development, IT, or Quality Assurance is preferred
• Bachelor’s Degree with a technical discipline or a minimum of 2 years of experience in Support, Software Development, IT, or Quality Assurance
• Bachelor’s degree with a technical discipline
• Strong problem solving, organizational, and analytical skills
• Strong technical knowledge or expertise in Ariba® solutions
• Ensure that emergency situations or urgent customer issues are resolved in the most timely and effective manner possible
• Ability to work well in a fast paced environment
• Proven ability to manage multiple tasks or projects with changing priorities. Enjoys and thrives on performing multiple tasks and responsibilities at once
• Strong time management and prioritization skills. Utilize available time efficiently in order to achieve effective and efficient results
• Strong ability to capture a complete and accurate problem/symptom description of reported issues
• Ability to successfully troubleshoot and narrow down reported issues, identify root causes, and find creative solutions to effectively address customer concerns
• Exceptional written and oral communication skills. Strong ability to listen to and work with customers in real-time to resolve issues
• Can do attitude and team player
• It is desired that candidates have a working knowledge of one or more of the following concepts/technologies
• Hands-on experience in one or more databases including Oracle, DB2 or Microsoft SQL Server
• Experience with Application Servers such as WebLogic or WebSphere
• Knowledge/experience with one or more Web Servers like Sun One or IIS
• Working knowledge of Windows, UNIX, Linux based operating systems
• An understanding of object-oriented methodologies and programming in Java
• HTML or XML (JavaScript and css)
• Candidates should have familiarity with basic tools such as Wireshare, spectrum analyzers, etc
• Knowledge in Linux (intermediate/expert); not looking for beginners
• Should be able to describe experiences with troubleshooting complex systems
• Provide front line support to Aspect customers in Europe and Africa via the phone, email or with remote access technologies where appropriate
• Work closely with the advanced team / engineering for escalated issues
• SQL Server - Versions from 2005 onwards
• Windows Server and Client - All versions
• Web Servers - IIS, Apache
• Java - Web services, Garbage Collection, performance monitoring
• Linux (any distro)
• Telephony - VOIP, SIP, E1
• Troubleshoot and resolve complex, critical and sensitive support issues
• Handle customer issues over the telephone on a daily basis
• Provide customer feedback on their issues as they progress
• Ensure customer satisfaction through professionalism and swift resolution
• Recreate problems in house and Provide evidence where bug fixes are required
• Position Requirements include
• Advanced administration and troubleshooting skills with either MS Exchange, SharePoint, SQL or Lotus Notes
• Strong experience with system networking and TCP/IP and DNS
• Knowledge or experience with SAN and NAS devices
• Previous experience troubleshooting enterprise environments
• Experience with UNIX a plus
• Provide professional technical support in a timely manner to customers and Value-Added Resellers using SOLIDWORKS computer-aided design (CAD) products
• Diagnose and solve a wide range of issues, including, but not limited to: software deployment, installation & setup, 3D modeling, mechanical engineering application specific usage, hardware and network
• Develop workarounds and operating techniques and communicate them to customers and Value-Added Resellers
• Work cross-functionally with R&D, Quality Assurance, and Product Definition teams to investigate and resolve problems
• Conduct webinars/support training to Value-Added Reseller support staff to enhance their support skill set
• Develop and implement knowledge base articles, technical documentation, and other self-help web content
• Deliver telephone, email, chat, and web-based tools support
• Possess a strong desire to provide the best experience possible to the customers, be positive, pro-active, and ready to embrace change
• Master or Ph.D. degree
• At least one additional language other than English, such as, but not limited to: French, Spanish, Portuguese, German, Dutch, Italian, Russian, Korean, Japanese, Mandarin, Vietnamese, etc
• Customer support for all Airborne and Land Mobile Systems as well as Inpho and eCognition modules. By phone and helpdesk
• Customer cases need to be categorized and in case of reoccurring cases they need to be properly documented and standard answers need to be prepared for usage by colleagues
• Customer training for all Airborne and Land Mobile Systems as well as Inpho and eCognition modules. To be done either on-site, in-house and online
• By using standard training material or by preparing new training material aligned to the GeoSpatial standard and making it available to others
• Assistance in creating training material and user guide lines
• Assistance in organising of trainings onsite, in-house or online
• Customer data set benchmarking
• Assistance of sensor calibration and data processing
• Assistance in tests of internal/external software
• Completion of a course of study of: Geodesy, Geo-informatics, Remote Sensing, Surveying, Cartography et cetera
• Photogrammetric and LIDAR data processing
• Excellent knowledge in data processing on Windows operating systems
• Experience with airborne or land mobile LIDAR systems
• Basic knowledge of computer hardware would be an asset
• Basic knowledge of surveying instruments and the use thereof
• Good communication skills, organizing ability, and capacity for teamwork
• Ability to work under pressure, higher-than-average motivation
• High disposition of international travelling (~25% of working time)
• Analysis, diagnosis and neutralization of problem reports in the customer’s network remotely or on-site
• Reproduction of customer problems in lab environment (if needed & if possible)
• Tracking of customer tickets and requesting investigation results for escalated tickets from higher levels of support (TEC, R&D, 3rd party)
• Lab testing of SW updates and upgrades (remotely or on-site)
• Installation of SW releases in customer network
• Supporting introduction of new products or SW releases on customer site
• Supporting WDM and OTN products such as 1830 PSS and 1626LM
• Provide Technical Support for IP Routing product portfolio. IP routers and/or Packet Core, ePC products (2G/3G and LTE packet core nodes)
• Investigate, analyze and drive problems reported by customer to a closure
• Travel and work on-site if needed
• Master degree in telecommunication or information technology
• Flexible, with positive and creative attitude to change
• Team player with the ability to work independently
• Diagnose and solve customer’s problems remotely
• If/as necessary, coordinate with relevant product experts - provide information on the incident and work through to satisfactory conclusion
• Reproduce system Test Specifications, Performance Test Specifications, Test Plans, and other documentation as product recommendation
• Provide technical experience and information to peers as required
• Customer Focus, Adaptability, Manage Execution, Foster Open Communication, Search to Learn Continuously
• Cross-functional and multi-cultural team work
• Engage in proactive activities to train the customer or to check on the sanity of the network
• 2-5 year of experience on DSLAM/GPON
• Basic knowledge of Unix, preferable though not mandatory
• Work on specific tasks within a dedicated technical support team, which will have responsibility to support our customers and meet SLA targets for customers
• Undertake a detailed analysis of reported technical issues to find and apply an appropriate solution
• To be part of the continual improvement cycle and report any problems internally to the relevant parties so the appropriate improvements can be made
• Installing application patches and making configuration changes in accordance to our change control processes
• Periodically providing remote on-call weekend support
• Recognizing and escalating critical issues according to policy and SLA requirements
• Managing time efficiently allowing ownership of workload and tasks ensuring the appropriate levels of prioritization are assigned and a timely completion is achieved
• Gaining an understanding of any new/updated products and services introduced to our systems as we evolve and grow
• Troubleshoots customer reported problems, identifies causes of problems, researches and formulates solutions and advises customer of potential solutions, and implements or assists customer with implementing the solutions
• Supports ABB Applications/Solutions supported platform components
• Provide consultation, diagnosis, escalation, status reporting and resolution implementation to reported problems
• Investigate problem situations to determine appropriate method of resolution; identify workarounds or requirement for a software fix to reported problems
• Enter commands and observes system functions to verify correct system operation
• Investigate reported problems and defects at a detailed level, to enable developers to easily reproduce and fix software defects
• Distinguish between reported errors and change requests
• Ensure customer service level agreements are met
• Respond to all customer inquiries in a courteous, efficient and timely manner
• Maintain customer records keeping them correct and up-to-date
• Respond to customer inquiries concerning systems usage and operations
• Liaise with Professional Services’ Project Managers to ensure implementation projects receive the necessary support
• Liaise with colleagues and other teams to resolve issues and drive enhancements requested by the customer
• Follow up on customer surveys
• Conduct research and communicate enhancements to software to appropriate departments
• Identify and document the need for tools to assist in supporting the team and/or the customer
• Provide updates, status and completion information to manager, problem request tracking system
• Provide status overviews to management
• Adhere to departmental customer service standards
• Ability to take ownership of assigned tasks
• Is a team player, and has a desire to learn
• Ability to work under pressure and prioritize workload within tight deadlines
• Ability to maintain a critical perspective in a work environment that is subject to heavy workloads with multiple priorities, performing multiple tasks simultaneously
• Leads by example; seeks opportunities and has a positive outlook
• Excellent diagnostic, debugging, troubleshooting skills
• Requires a working knowledge of Systems Administration experience on various platforms
• Requires a working knowledge of relational databases
• Requires the ability to establish and maintain effective working relationships at all levels within both customer organizations and ABB
• Must be able to work in a team environment, yet be self-directed, proactive, and action-oriented
• Excellent writing and presentation skills
• Requires the ability and willingness to travel
• Degree in computer science, information systems, software engineering or related field or a combination of education and equivalent experience
• Web technologies: C# / ASP.net (2.0, 3.0, 3.5, 4.0), HTML/XHTML, JavaScript, CSS
• Database technologies: Microsoft SQL Server / T-SQL Procedures; Oracle / PL/SQL Procedures
• Adequate Knowledge on one or more ABB products functionality
• Tools/Utilities: Microsoft, Outlook, SalesForce, VersionOne, WebEx
• Management system; present troubleshooting instructions and solutions to other engineers within the domain
• Travel regionally to visit customers when needed
• Technical knowledge and actual experience with CloudForms and/or Ansible
• Fundamental understanding of the cloud computing components
• Knowledge or familiarity with Amazon Web Services; VMware vSphere or Azure is a plus
• Scripting or programming experience in languages like Bash, Ruby or Python is preferred
• Excellent reading and writing skills in English; good spoken English; fluent English language skills are preferred
• Troubleshoot and resolve complex support problems
• Troubleshoot customer issues using remote desktop software
• Successfully interact through phone and email with customers as you solve their problems
• Recreation of problems in house
• Root Cause Analysis and / or provision of examples of software bug
• Generate model numbers, offer alternative recommendations ifcustomer-specified model does not fit the process condition
• Review orders for technical conformance (such as model validity, calibration ranges, et al)
• Assures orders are entered properly to communicate requirements toother groups
• Perform order sizing as needed
• Ensure correct product leadtime is entered in oracle
• Update and maintain accurate order status in Oracle and CRM, inclusive of accurate maintenance of date fields for service level and order status reporting
• Perform Quality Checks (FPY, Inspection Audit Process, et al)
• Perform accurate and timely (within the goal set by management) order entry into the Oracle system to allow effective performance to meet customer requirements
• Identifies customer needs through communication and probing
• Assists customers in handling, servicing, follow-up, communication and closure of issues
• Monitors if transactions are processed in a timely manner to meet customer's expectation
• Implements error-proofing methods to ensure all transactions done are accurate
• Monitors team service level and assists in workload distribution
• Assists colleagues in answering general escalations from customers
• Adheres to shift schedules and attendance expectations to ensure consistent support to customers and a balanced workload for peers
• Coordinates with other teams/support to complete the request of customers
• Records and submits weekly reports such as utilization tracker,accuracy reports, transaction monitoring sheet, Pending report
• Save reports & update queue count in common folder
• Perform added tasks such as intuity monitoring
• Undergo revalidation exams depending on availability
• Plans, executes and manages own workload and projects in cooperation with line leaders
• Assists in leading team meetings, huddles and informationcascades. Communicates with the team onbest practices, lessons learned, process and product updates during teamhuddles/meetings
• Manages team common mailboxes and delegates tasks to colleagues
• Identifies problems areas and sources, offers possible solutions and escalates to line leaders/seniors when necessary
• Completes personal individual development plan and implements agreed training/development activities
• Assists the team lead in identifying team opportunities and challenges. Provide sound recommendations to line leaders and/or stakeholders by translating, enhancing and consolidating information into forms that can be used for decision making of the top management
• Performs quality checks and provides quality feedback/recommendations to peers
• Support projects related to quality improvement (such as ThinkCustomer, QMS, etc.)
• Actively participates in team activities and initiatives
• Fulfil other reasonable duties and projects as required
• Serves as back-up for next level similar or related function for business continuity
• Serves as point-of-escalation for product-specific technical/procedural queries from peers and junior members
• Assists in creating a training plan for new hires
• Provides work direction and guidance to junior employees when needed
• Coordinates and networks with other members of the team to complete assigned projects and programs
• Participates in cross-business unit committees as a contributor
• Monitors the MGM National Harbor Help Desk queues and works cooperatively with the Corporate IT department, National Harbor IT department, and vendors to facilitate correction of incidents and problems
• Updates and closes Help Desk tickets in a timely manner to reflect action taken and current status
• Ensures that the computer room, office, and computer equipment are kept neat and clean
• Answers inquiries in person and via telephone, e-mail, and voice-mail concerning the use of computer hardware and software
• Installs PC hardware/software and assists in the installation of system and networking hardware and software
• Ensures virus protection is working on all PCs/Servers that are deployed or changed
• Participates in maintaining licensing information for all applications and operating systems using established process
• Responds effectively to guest inquiries related to MGM National Harbor and the National Harbor area providing excellent guest service
• Three (3) years’ experience in installing and troubleshooting Windows Operating Systems, Desktop Hardware, and Microsoft Products
• Effectively communicate in English, both written and oral forms
• Proficient in and knowledge of troubleshooting many types of equipment (POS systems, printers, kiosks, time clocks, thin clients)
• Experience using remote control (DameWare) to resolve client issues
• Working knowledge of LAN and WAN networking and protocols
• Ability to lift and carry up to thirty (30) pounds at a time
• Acts as the property expert on technologies, setting priorities in incident resolution, and executing resolutions
• Responsible for driving high priority incident resolution within the set SLA
• Administers Data Center systems, servers, and technology projects
• Partners with Corporate IT on monitoring backups and other batch jobs and resolving issues as they arise
• Installs PC, server, and network hardware/software
• Trains and mentors Technical Support Engineer I personnel on servers, operating systems, property applications, and automations tools
• Performs troubleshooting and preventive maintenance on PCs, printers, servers, network equipment and other hardware. Installs service releases and performs routine maintenance on desktop applications
• Maintains licensing information for all applications and operating systems using an established process
• Associates degree in Computer Science or related field
• Five (5) years’ experience in installing and troubleshooting Windows Operating Systems, Desktop Hardware, and Microsoft Products
• Effectively communicate in English, both oral and written forms
• Proficient in and knowledge of troubleshooting many types of equipment (POS systems, registers, printers, kiosks, time clocks, thin clients)
• Experience using remote control (DameWare) and automation tools (Altiris, Ghost, scripts) to resolve client issues
• Experience with Microsoft Mail/Exchange clients, servers, and printers
• Plans, leads and administers technology projects, including but not limited to network and systems projects
• Monitors the MGM National Harbor Help Desk queue, taking action on advanced system or network issues and escalated/high priority incidents while working cooperatively with the Corporate IT department, National Harbor IT department, and vendors to facilitate correction of incidents and problems
• As subject matter expert on system and network technologies, identifies/troubleshoots issues, sets priorities in incident resolutions, resolves/repairs advanced system/network problems, and makes recommendation on problem resolution for issues for wide-scale or prevailing/ongoing issues
• Trains and mentors other Technical Support Engineers I and II on servers, networks, operating systems, property applications, and automations tools. Recommends development paths to Lead Technical Support Engineer and/or Director
• Partners with Corporate and Regional IT teams to facilitate process alignment, implement data center equipment standards, creating standard processes, and installing servers, storage, networking, UPS and other technology equipment throughout the property
• Performs troubleshooting and preventive maintenance on servers, network devices, and other infrastructure devices in the data center, IT closets, and across property. Installs service releases and performs routine maintenance on desktop applications
• Collects performance data from network devices and system components such as file and print servers, applications servers, Citrix servers, storage devices, and other systems in the data center or IT closets, in support of evaluation of incidents and execution of problem resolution; corrects and implements solutions or escalates to IT leadership, as needed
• Create technical documents, includes procedural and policies; ensures a full set of documentation for all systems and networks are updated and maintained, as required
• Bachelor’s degree in Computer Science or related field, or MCSE
• Five (5) years’ experience in installing and troubleshooting Windows Operating Systems, Desktop Hardware, and Microsoft Products with experience in deploying and maintaining servers and network equipment in a Data Center
• Minimum six (6) months experience working in an Active Directory environment with systems tools such as a Wire Shark, Fluke Meter, Altiris, and Ghost
• Demonstrated experience with operating systems internals, Internet communication protocols and system utilities
• Experience using remote control automation tools to resolve client issues
• Utilize his/her technical ability to prioritize Level I and II support issues and respond appropriately to multiple critical situations
• Effectively communicate product issues to the customer and Kronos engineering enabling timely solution while maintaining customer satisfaction
• Responds to customer service inquiries regarding company products, features and/or services. Researches, documents and communicates recurring technical issues. May facilitate and coordinate Returned Material Authorization (RMA) as necessary. Will provide multiple levels of escalated support based on the complexity of the technical issue
• Understand and utilize best practices around KCS methodology, search to existing documentation, and author/modify knowledge base articles as required
• Bachelor’s Degree in a Computer Science or similar training desired
• 3-5 years of Customer Service experience, preferably with a background in enterprise software support
• Excellent bi-lingual oral, written and presentation skills. (Spanish and English, Portuguese a plus)
• Experience with SQL queries and XML is a plus
• Kronos Workforce Central Experience a plus
• Previous use of Powershell SQL scripting and database experience with MS SQL and Oracle platforms a plus
• You will investigate and evaluate technical problems providing customers with technical assistance to resolve technical faults as far as possible, at the first point of contact
• Diagnose hardware, software and network related problems and carry out independent research to find technical solutions where necessary. Where a solution cannot be identified calls will be escalated to engineering teams as appropriate
• Logging and then transferring non-technical service issues to relevant teams (such as internal sales, operations, customer services and sales order processing), assisting with Customer Support related admin tasks, when required
• Provide advice on configuring and optimising Thales products, to ensure that services are running effectively
• Provide customers with downloads of software upgrades, product keys, licenses and documentation as permitted by their maintenance contract
• Maintain and improve the support case management software and database
• Carry out on-site installations and provide customer training
• Participation in the 24 x 7 telephone support rota is required when judged able to do so
• Databases, specifically Oracle, Sql Server, Informix, DB2
• Programming in Java or C
• Cryptographic APIs such as PKCS#11, JCE, CNG
• PKI and Windows PKI related products
• Previously worked in a Technical Helpdesk and or Desktop support role
• You should have strong interpersonal skills and the ability to communicate at all levels in the spoken and written word
• Self-motivation, the flexibillity to work outside core hours and the ability to work under pressure are vital
• Functional use of MS Office; Outlook, Word, Excel, PowerPoint and the ability to learn and utilise support tools and databases
• Software development experience in at least two of Java, C#, PHP, C++, Ruby, Python, and Perl
• Experience with XML, SOAP, REST, and web services
• Experience in technical customer support
• Experience using Amazon Web Services
• Experience with Selling on Amazon
• Works well in a fast-moving team environment and is able to juggle many tasks and projects
• Deep understanding of Seller business and investigative tool and processes
• Ability to perform deep dives and write up for complex and sensitive escalations to numerous internal stakeholders
• Strong analytical skillset
• Prior Investigation and Escalations experience
• Self-disciplined, diligent, proactive, and detail-oriented
• Proven ability to make decisions in a timely manner with incomplete or ambiguous information
• Ability to make operate at both a granular and macro level
• Excellent team player capable of learning and sharing knowledge in a global team environment
• Knowledgeable with SQL
• Familiarity with web services
• Understanding of ecommerce SAS ecosystem
• Must have 4 years at college level in degree program or equivalent experience working with McKesson applications or software of a similar architecture
• 4 years experience in customer service and technical support
• Good communication skills & excellent problem solving skills
• Working knowledge of DOS, Windows XP/7/8/10, Pervasive, SQL, remote support software and networks
• Must have advanced knowledge of relational databases – Oracle or MS SQL
• Certification in at least one of the preferred expertise areas: Networks including Windows Server operating systems, (Unix/Linux a plus)
• McKesson Interfaces and optional modules (DOS & Windows)
• McKesson Applications, ANSOS/One-Staff, McKesson time and Attendance, eShift and their respective modules
• Thin Client in either Citrix XenApp and Windows Terminal Services
• Web servers (Apache) PC's, Printers, Modems, WebEx, SAP/CRM
• Experience with JBOSS
• Website Administration/Internet programming Previous call center experience, advanced technical skills in troubleshooting application software, networks and operating systems are preferred
• Fluency in French or Spanish a plus
• Resolve customer problems via the telephone, e-mail, and remote access
• Research customer issues in a timely manner and provide recommendations and action plans to resolve the issue they are experiencing
• Create knowledgebase articles to capture new learning for reuse throughout the center
• Take a lead role in an identified specialization, which includes presenting technical training or topics to the rest of the support group to cultivate that expertise
• Identify hardware and software defect trends from field escalations
• The types of tasks this individual is responsible are a mix of structured and unstructured tasks
• Resolve Warranty, Major Account, Government, and SupportEdge Premium and Standard customer problems via the telephone, the web or AutoSupport
• Research customer issues in a timely manner and follow up directly with customers on recommendations and action plans
• Collaborate with other Technical Support Engineers who may need assistance working a case; utilize your area of expertise to help them in order to most quickly facilitate solutions for customers
• Create new knowledge base articles to share information for reuse throughout the Technical Support Center
• Share best practices with Technical Support Center staff and learn about new technologies and complimentary storage applications
• Focus on an area of technical specialization and attend classes, complete lab projects, read and work with other Technical Support Engineers on cases that will help cultivate that expertise
• Drive resolutions of customer issues in technically complex or high business impacting situations, while providing professional technical expertise
• Basic knowledge on DNS, Active Directory, Forward Lookup, Reverse Lookup
• Use of tools like PING, TELNET, PROCMON, Process Explorer, NetMon (very basic), TRACERT
• Basic knowledge in Networking i.e. IP Address, TCP/IP Protocols, OSI Model, Subneting
• Basic understanding of Circular Logging
• Understanding of DAG (Database Availability Groups) in Exchange
• Should be familiar with various Exchange related Writers and how to check their status (VSSADMIN LIST WRITERS)
• More than three year’s implementation, support, consulting or development experience (or equivalent) in enterprise business application
• Ability and attitude to assist junior members of the team in training on new products and technologies is highly desired
• Excellent communication skills. Able to communicate very well both technically and functionally in highly escalated situations. Able to produce audience appropriate communication with executives, support personnel, and customer personnel in tense, escalated situations
• Detail Oriented (Process orientation preferred)
• It is a plus to have functional and technical knowledge of more than one modules in any of the following Oracle Supply Chain Application Suites - Oracle EBusiness Suite; Peoplesoft Enterprise SCM; JD Edwards EnterpriseOne; Siebel
• Proficiency in SQL
• 2+ years experience in Customer Management
• Experience in using the E-Business suite functionally or technically
• Spanish speaking is REQUIRED, Portuguese as secondary
• Ensure customers are satisfied with RightNow products and services by providing Radical Customer Care
• Maintain high customer satisfaction results on individual agent surveys
• Advise clients of RightNow best practices
• Encourage customers to maintain release on most current product version
• Work with Cloud Operations, Professional Services, Sales and Development groups to meet customer needs
• Exposure to software development, debugging, documentation, and troubleshooting
• Strong logic, reasoning, and math skills
• Ability to anticipate and gather requirements
• Good understanding of HTML, Web Design and internet security
• XML understanding and experience
• Experience with CRM, SFA, MA or Customers Service applications a plus
• English is required (written and spoken), Spanish/Portuguese/Japanese a plus
• Support the full product range of Water Mist Solutions
• Provide Design Services and Engineering of typical system solutions
• Provide advice and support projects by applying Tyco solutions according international codes & standards (such as NFPA, FM, EN, VdS)
• Position is for 2nd Shift (1pm-12am Sun-Wed)
• Strong interpersonal skills including excellent team oriented skills
• Telecommunications experience
• Tape libraries and tape drives from StorageTek, IBM, HP, Quantum, ADIC,
• Storage transport technologies e.g. fibre channel, scsi, escon, ficon, serial attached scsi (SAS)
• SAN switches and fibre channel HBAs and drivers
• Operating systems (MVS, zOS, OS/400, Windows, HPUX, Linux, Solaris, etc)
• Tape software applications including Symantec Netbackup and BackupExec, Tivoli TSM, EMC Enterprise Backup, HP Dataprotector, Oracle HSM, OSB
• Mainframe software including MF SW zOS, MVS,VM, HSC, EXLM,EXPR,VTCS familiarity
• Networking skills including in depth TCP/IP knowledge, switches, routers
• Virtual tape technologies such as Oracle's VTL, VSM, or other mainframe virtual tape
• Excellent technical troubleshooting skills at ALL layers of the OSI model
• Ideal candidates would need to possess the following
• Associated degree or equivalent work experience
• 15% travel required within North America and Locally between Data Centers
• Fiber optic and copper cabling installation/testing/troubleshooting
• Industry standard certifications. (CompTIA, etc.)
• Previous Data Center experience
• Associates/Bachelor’s degree in related Computer Science/Engineering field
• Network switch configurations and troubleshooting
• Understanding of server operating systems, Linux based troubleshooting such as firmware flashes, and bios configurations
• Moving racks around (like an old two door refrigerator). Be able to lift 50 lbs
• Not for someone who likes to sit at a desk
• This is physically moving the data center racks
• Working with 2-3 people, has to be able to mesh well with the team
• Looking for people who are team players.Search Jobs US
• Act as the direct contact for customer inquiries from Japan via phone and web
• Analyze software problems and recommend corrective actions and resolutions to customers
• Use professional concepts and apply company policies and procedures to resolve a variety of issues
• Collaborate with global support engineers to resolve customer issues
• Work with all levels of support engineers in other regions on global projects and assignments
• Deliver an exceptional customer service experience
• Be on call and perform night and weekend shift duties on a rotational schedule as needed
• Good understanding of GNU/Linux and J2EE
• Fluent Japanese language skills, both written and verbal
• Business English language communication skills, both written and verbal
• A strong understanding of how to leverage our unique middleware applications (i.e. Red Hat JBoss Fuse, JBoss A-MQ)
• Knowledge of software development methodologies, object-oriented design, and development principles including enterprise design patterns
• Experience with Apache ActiveMQ, Apache Camel, or Apache Karaf is a plus
• Bachelor's degree or higher in computer science or a relate technical field
• Knowledge of Openshift, Docker, Kubernetes, or other container tools
• Familiarity with Infrastructure-as-a-Service (IaaS) environments (public and private cloud), e.g. OpenStack, Azure, or AWS
• Experience with NodeJS, Ruby (web frameworks) Python (web frameworks), or .NET Framework is a plus
• One year prior working experience with Oracle products (or at least two years related experience without Oracle products)
• Experience with the Flash Storage FS-1 hardware technologies inclusive of troubleshooting, diagnosis and service delivery coordination
• Language Skills: Brazilian Portuguese and Spanish
• Providing post-sales, Hardware support or facilitating resolution mediating between Oracle Technical Support teams and the customer in a timely manner as applicable
• When necessary, escalating calls to the appropriate level of support with complete and accurate information
• Displaying and maintaining a high level of professional behavior at all times
• Assisting to ensure Customer Satisfaction goals are met
• Documenting resolutions to assist with possible future problem resolution
• Effectively prioritizing workload and managing list of outstanding customer queries
• Acting as a technical resource to peers as needed to help resolve customer problems for your area of expertise
• Communicating confidently with Sustaining and Product Development Engineers in matters relating to the SPARC Team and customers
• Should be ready to work in shifts or be capable of occasionally serving "24x7 on-call”
• Experience, knowledge and HW troubleshooting skills with Sparc (Sun legacy or Oracle Sparc) running various versions of Solaris operating systems
• Ability to participate in 24x7 on-call rotation
• 4 years experience with Core products or five years experience with Applications products
• Knowledge of RAID storage concepts and protocols (iSCSI, SCSI, FC)
• Windows, LINUX, and AIX knowledge is beneficial
• Technical degree - BS Computer Science/Management Information Systems/Science/ Engineering/Math/Physics/Chemistry with a OR (for Applications) proven professional/ technical experience, i.e., demonstrating an understanding of Applications at a functional and technical level (preferably Oracle)
• LAN/WAN data networking protocols, quality of service including IP QoS, End-to-End QoS, MPLS, and DiffServ
• IP Telephony architectures IMS, VoLTE and VoIP protocols including SIP, H.323, MGCP, or RTP/RTCP. IP Telephony products from Cisco, Juniper, Ericsson, ALU, ACME, Oracle, and Tekelec
• Carrier class networking and telephony environments - emphasis on next-gen IP services. VoIP testing and troubleshooting
• Bachelor of Engineering - Electrical or Electronics specialization
• Experience within a similar programming role
• Experience working with Inncom products preferred
• Experience within the hospitality industry
• Training and presentation skills
• Detailed problem solving skills
• Ability to effectively manage multiple priorities to achieve results, sometimes with little direct supervision
• Team building and strong interpersonal skills
• Ability to work independently with remote directions
• Free to travel within the region
• Fortinet’s Product bug management and escalation to engineering team
• Provide technical consultation to Level-1 engineer
• Keep improving technical knowledge updating latest network/security technology and protocols
• Knowledge, idea and experience sharing within the team
• Bachelor's Degree in Computer Science, Networking, Engineering or related field
• Understand 7 OSI layer fundamental in detail
• Good communication and written skills in English
• Provide remote technical support over ticket/call to our customers globally
• Analysis of support requests; completion of requests for information and documentation
• Customer education (gaps in networking, product knowledge etc.)
• Consultation of technical documentation, bulletins and release notes for known problem
• Follow up technical cases, escalate, and manage the right expectation until the closure of the cases
• At least 3-5 years experience in a technical support role in a networking/security company
• Experience with security products firewalls, IPSec, IDS/IPS, Anti Spam, virus scanning
• Working knowledge of Windows, UNIX or Linux
• Work closely and provide direct technical email and phone support to our customers in the America’s Region (Canada, US, Central and South America)
• Customer education (gaps in networking, product knowledge etc
• Provide knowledge transfer to peer engineers and advisory to junior engineers
• At least 6-8 years of experience in a technical support role in a networking/security company
• Strong understanding of TCP/IP, routing protocols, L2/L3 switches Experience with security products firewalls, IPSec, SSL, IPS, Anti-Spam, virus scanning, authentication protocols
• Deep working knowledge of Windows, UNIX or Linux
• Providing technical support and assistance to Fortinet certified partners and customers
• Running real-time troubleshooting sessions with partners/customers
• Testing and reproducing partner/customer issues in Laboratory
• Working on escalations from Level 1 technical support team
• Reporting Software/Hardware related issues to R&D department
• Work closely and provide direct technical email and phone support to our customers globally
• Provide knowledge transfer to peer engineers
• At least 8-10 years experience in a technical support role in a networking/security company
• Highly developed sense of integrity and commitment to customer satisfaction
• Accept Tier 1 / Tier 2 enterprise calls, emails, and forum posts, to understand and replicate the issue presented, then provide the appropriate solution to the issue
• Proficient in Windows Command lines, scripting structure and syntax
• Fluent in German (reading, writing, and speaking)
• Provide telephone and remote technical support on products to meet our customers’ expectations for quality technical support
• Troubleshoot incidents in order to restore service for a customer within defined SLAs
• Troubleshoot logged faults in order to accurately isolate to component level and reduce unnecessary costs associated with providing parts/engineer to site
• Participate in the delivery of other managed services, this may involve tasks such as change implementation, change validation, problem or release management
• Manage communication and call logging with vendors or 3rd parties where necessary in order to resolve issues
• Monitor progress against customer SLAs using GSOA systems to ensure customer service levels are achieved
• Build solid working relationships with key customers and act as a designated engineer with the GSC for those customers
• Ensuring accuracy and detail in SR Work History for handover and post incident escalations / reviews
• Highlight errors/discrepancies in the customer data (CRM + Documentation)
• Maintain and develop skills/certifications as required to support Clients
• Work according to the prescribed processes and procedures. Any deviation from the agreed service levels must be agreed with the customer and documented in the appropriate SR
• Document and share appropriate knowledge within the GSC to reduce duplication and increase productivity
• Comprehensive experience (3+ years) working in a managed service or support environment. With at least three years experience working on a range of security products
• Experience with some of the following is required Cisco and Checkpoint (R60/R65/R70) firewalls, Cisco VPN/IPS appliances and Bluecoat SG/AV proxy servers
• A strong understanding of security concepts, standards and protocols is required, an in-depth understanding of routing and switching as well as a real-world understanding of the Internet it's technical workings and associated security risks essential
• Additional experience with security products from the following vendors is desirable, Cisco, IronPort, Bluecoat, Fortinet, McAfee, Checkpoint, Nokia, Juniper (Netscreen) and RSA
• A minimum of CCSP or equivalent level certification required (or demonstrable progress towards this level of accreditation)
• Additional vendor certifications and industry security certification such as CISSP desirable
• Good communication and documentation skills required
• Serve as technical expert for all Centrify Server Suite products
• Participate in after-hours on-call support as needed
• Resolve customer escalations and drive process/policy improvements through root cause analysis
• Build strong relationships with partner teams: engineering, technical operations, product management, and quality assurance
• Work closely with Sales Engineers & Consultants to ensure successful customer software deployments
• Familiarity with CRM tools specifically Salesforce.com
• Provide technical troubleshooting and issue resolution for Hardware, Software, & Configuration of the Emergency Callworks platform
• Provide after hours on-call support via rotation
• Responsible for handling of both customer support and technical support questions from Emergency Callworks' users
• Responsible for creating, updating, managing, and closing support tickets, as well as handling escalations to engineering
• Responsible for troubleshooting a wide range of technical issues from front end gui issues to server side application, database, or system issues
• Responsible for creating and maintaining strong customer relationships
• Responsible for building and configuring new systems, as well as assisting during the install process
• Responsible for deploying and managing software upgrades
• 5+ years of IT infrastructure support experience
• Strong teamwork, interpersonal communication, and problem solving skills
• Capable of working in a fast-paced & dynamic environment
• Ability to handle stressful situations & troubleshoot critical issues while updating Customer and Motorola Management
• Ability to represent Motorola in a professional manner while on conference calls with Customers
• From Dispatchers/Law Enforcement personnel to Chief Technology Officers (CTO's)
• Ability to thoroughly document all issues & provide Management escalations (internal & external)
• Ability to write & review technical documentation
• Including whitepaper's, method of procedure's (MOP's), alerts, and bulletins for publication to Customer's
• Ability to work with Development Engineer's, 3rd Party Vendors, & Motorola Field Engineer's for escalation & issue resolution
• Strong understanding, working knowledge, & previous experience with Linux, Analog and Digital Telephony, Networking, and both Hardware and Software Technical Support
• 5+ years of IT infrastructure support experienceWant to create a job search agent? Send this job to a friend
• Investigates, diagnoses and resolves escalated production support issues within their specific product domain
• Leverages technical tools in order to troubleshoot and identify issue root causes
• Assists with delivering product training to teams directly interfacing with Clients
• Provides technical resolution details in incident reports to enable client feedback and updates
• Provides key stakeholder input (as a service owner) as it relates to serviceability of products
• Technical skills including SQL, C#, log analysis, networking, proc dumps are a plus
• 1 or more years experience in and a track record in technical support or in a customer facing role working with enterprise software
• At least 2 years experience in Linux command line and/or system administration
• At least 1 year experience in Node.js
• At least 1 year experience in JavaScript and other programming or scripting languages
• Ensure customers can get maximum value from and easily use our products and subscriptions
• Support customers by responding within the designated SLA to incoming calls, chat, and web-based inquiries
• Linux-specific or relevant product administration experience, e.g. installation methods, networking, firewall, security, clustering, web servers, and databases
• Scripting or programming experience in languages like Bash, C, Perl, Python, Java, or Ruby
• Demonstrated first-rate customer service or prior technical support experience; desire to go above and beyond in assisting customers
• Outstanding written and verbal English communication skills; fluency in an additional language, especially Spanish, is a plus
• Prior Red Hat product certification, e.g. Red Hat Certified Engineer (RHCE) or other relevant certifications is a plus, as you'll need to be certified within 180 days of your start date
• Successful resolution of customer issues (On time, without escalation, specified quality parameters and with utmost CSAT)
• Contribution to the development of service delivery
• Bachelor's degree in Engineering/equivalent with 5-7 years’ overall industry experience
• Good understanding and experience in Voice and Video technologies
• Excellent understanding for various voice and video protocols like Sip, H323, MGCP etc
• Prior experience in capturing the sniffer traces and identifying the issue from the logs and sniffer results
• Good understating for Various Microsoft produces (Exchange, LDAP, AD, Lync, OCS, Skype for business etc.) and IBM products link
• Ability/prior experience to analyze complex logs
• Proven track record in Voice, Video and Networking with remote trouble shooting experience
• Fluency in Japanese & English (both spoken and written)
• Minimum 2 years of relevant experience and a Bachelor’s degree {add Degree info here} or its equivalent
• Minimum 2 years of experience in technical support, engineering, IT, project management or consulting
• Minimum 2 years of experience with Internet technologies such as DNS, TCP/IP, HTTP/HTTPS and web servers, or relevant course work
• Knowledge of web programming (HTML, javascript, ASP, JSP)
• Problem solving ability, creativity to "think-outside-the-box", proven track record in proposing and implementing new solutions for customers
• Self-motivated, directed and passionate about what you do. Strives for results
• Layer 2 Network Fundamentals
• Layer 3 network fundamentals including IPV4 and IPV6
• Detailed understanding of L3 Routing and routing protocols BGP,OSPF
• Exposure to MPLS an VPLS architectures
• Strong fault localization and troubleshooting Skills
• Associate's Degree in related field; or equivalent combination of education and experience
• Experience working in a wide range of Operating platforms (IOS, IOS XR, Adtran OS, Hatteras, ATI )
• Understanding of network security, encryption protocols, IPsec VPN
• Industry certifications such as Cisco CCNA, CCNP and Comitial CTP, and Microsoft MCSE
• Detailed understand of Layer 1,2 and 3 and the interworking between the layers
• Demonstrated professional customer-facing communication skills
• Technical knowledge of VoIP protocols, SIP signaling, network QOS, IP routing, Ethernet switching (including 802.11q, 802.11p, 802.3af)
• Experience with hosted and cloud based applications and services
• Experience with network monitoring, management and troubleshooting with various tools such as Packet Sniffer utilities, Brickworks, Met switch SAS, MSS, ICC, Service Now, and Sales Force
• Proficiency in Microsoft Office Suite, to include Visio and Project
• Ability to work on-call and weekend hours as required
• Desire exposer to programing / scripting with some level of interaction with relational databases
• Desire exposure to SNMP and XML as they apply to device management
• Understanding of Networking fundamentals, Windows Operating System, Storage technologies, Server and workstation hardware
• Strong customer service skills and ability to interact effectively with varying audiences
• Highly developed organization skills and an ability to multitask in a fast-paced environment
• Troubleshooting skills and the ability to analyze complex hardware and software problems using standardized procedures
• Ability to work on a rotating shift schedule to provide team coverage over the hours of 5:00am to 6:00pm PST
• Ability to provide on-call pager support that is scheduled on a rotating basis with intervals of 8-10 weeks between shifts
• Travel, on occasion, to customer sites to participate in system upgrades and provide on-site support
• Develop alert protocols for a timely response to energy capacity, hardware, and communications issues
• Develop Service Level Objectives for the storage device group
• Train and dispatch technicians to address problematic devices
• Track and analyze performance relative to performance guarantee and warranty obligations
• Identify software related improvements and interfacing with vendors for product improvements
• Track and report on failure rates, maintenance work orders, and site visits
• Track and report on costs associated with maintenance
• Review O&M responsibilities for new sales contracts
• Bachelor’s degree in Electrical Engineering or Business Administration
• 3+ years of experience in a relevant field
• Understanding of TCP/IP and wireless networking a plus
• Experience working in a customer support role
• Experience working with energy storage and PV systems
• Experience with subcontractor management and contract enforcement
• Experience managing service technicians
• Proficiency in Microsoft Office applications with a focus on Excel
• Ability to positively and effectively interact with internal and external customers
• Collection and initial analysis mof packet trace information
• Provide Customer education where needed due to gaps in networking, product knowledge etc…
• Consultation of technical documentation, bulletins and release notes for known problems
• Manage customer communications and expectations until the closure of each case; conduct and lead customer management meetings regarding escalation
• At least 3+ years experience in a technical support role in a networking/security company or equivalent education
• Strong Spanish or Portuguese skills, both written and verbal
• Act as the direct contact for customer inquiries via phone and web
• Good understanding of Linux and UNIX
• Good English language communication skills, both written and verbal
• Demonstrated understanding of operating system installation, configuration, networking, security and firewalls, and web server
• Experience with enterprise storage solutions (SAN, NAS, and clustering) or virtualization is a plus
• Provide World Class Merchant Support and Service to our customer base via inbound phone calls, e-mail, and eTickets
• Respond to incoming customer requests quickly, proficiently and professionally while meeting specific quality expectations
• Create, edit, and manage merchant cases using an internal ticketing system (Siebel)
• Evaluate the nature of each call and determine the appropriate action to resolve the issue
• Adhere to established CSS procedures and guidelines while providing quality customer service in order to meet and exceed department standards
• 3+ years of customer service experience
• 2+ years of Technical Helpdesk/Call Center experience highly preferred
• Exceptional attitude and communication skills (verbal and written)
• Bachelor Degree is strongly preferred
• Knowledge of multiple programming/scripting languages. (Java, C/C++, Perl, PHP, etc.)
• Knowledge of Network protocols, infrastructure, and topologies
• Must have strong troubleshooting skills, a passion for problem solving
• Use good judgement when selecting methods and techniques to obtain solutions
• Familiarity with Docker, Kubernetes, Open vSwitch, JBoss, Tomcat, NodeJS, Ruby (web frameworks), Python (web frameworks), Azure, and .NET
• Knowledge of AWS or CloudFoundry is a plus
• Analyze and resolve complex customer problems within core Linux kernel
• Analyze upstream development against current customer reported defects and develop or backport patches to resolve them
• Use available tools such as crash and systemtap to investigate and troubleshoot technical issues
• Record customer interactions to include investigation, troubleshooting, and the resolution of issues
• Demonstrate considerable judgement in selecting methods and techniques for obtaining solutions
• 5+ years experience as a support, sustaining, or development engineer, or other directly related experience in an enterprise environment
• Outstanding understanding of Linux tools, with emphasis on gcc, binutils, git, crash, and systemtap
• Understanding of compilers and other packages included in a Linux distribution
• Linux operating system installation, configuration, upgrades, and maintenance experience is a plus
• Solid understanding of run-time environment implementation
• Good knowledge of computer architecture and hardware ABI’s for x86-64 and i386; ppc and z-series is a plus
• Solid development-level experience with C and Assembly, and familiarity with writing patches
• Experience with Linux kernel internals and writing scripts using Bash, Python, or Perl to troubleshoot and correct Linux issues
• Bachelor's degree or higher in computer science or other technical discipline or equivalent work experience
• Basic troubleshooting on the full range of Fortinet products Collection, analysis and change recommendations of configuration information Collection and analysis of customer network information
• 2+ years experience in a technical support role in a networking/security company or equivalent education
• OSPF knowledge and reasonable understanding of BGP function
• Knowledge of redundancy schemes and alternate routing; test knowledge of routing scenarios
• Strong troubleshooting and problem solving skills Deep working knowledge of Windows, UNIX or Linux
• Prepare and review test plans, procedures and test reports
• Support lab lead with test activities
• Install and remove of equipment sheets
• Monitor system baseline control of labs
• Plan and coordinate test activities with SSDS Lab Manager
• Prepare general audit of the labs and provide SSDS Facilities and Security support
• Support the lab with IPT/CPT/PICC related duties
• Track software, hardware, maintenance and reconfiguration logs
• Generate various technical reports
• Travel to customer and specific integration locations as required
• 2 years of experience creating test plans, procedures, and templates
• Experience working with technical documentation and preparing technical reports
• Experience working with ClearQuest Database, Adobe Acrobat and Microsoft products; Excel, Power Point and Word
• Experience using Information Technology systems
• Active DOD secret clearance or obtain within 30 days from date of hire
• Experience with Ship Self Defense System (SSDS) system reporting
• Working knowledge of MS Office, Standard Bidding Tool (SBT)
• Six Sigma or other process improvement methodologies
• Excellent verbal and written communication, and analysis of technical documentation
• Strong coordination and organization to facilitate diverse needs and responsibilities supporting lab activities
• 1-2 years of technical support experience in a Help Desk or customer support environment
• 1-2 years of experience working with Linux
• 1-2 years of experience support with Windows Operating Systems
• 1-2 years Database administration experience (PostgreSQL preferable)
• 1-2 years administrating Linux in these areas (patches, scripting, and network admin)
• 1-2 year working with TCP/IP networking
• 1-2 years WiFi setup and administration experience
• 1-2 years Firewall setup and administration experience
• Excellent phone skills
• Provides on call coverage as scheduled which may include, nights, weekends and holidays
• Back –up to Help Desk Coordinator as needed
• Good typing skills (30 WPM)
• Ability to work with individually and team environment
• Able to work flexible schedule, which may include after hour support, nights, weekends and holidays
• In order to access our public safety customers back-end systems, must be able to pass an extensive background check, including fingerprinting check
• 1-2 years Linux
• 1-2 years TCP/IP
• Working knowledge on Windows, UNIX or Linux
• Strong English and Spanish skills both written and verbal. Ability to speak Portuguese is a plus
• Proven track as problem solver
• Highly organized, multi-tasking skills required
• Provide applications phone support to end-users, integrators, and distributors
• Track/report support issues through a ticketing system
• Frequently contribute to a resolution knowledge base repository
• Record and document all issues related to customers both internal and external
• Produce white papers for submission into the current knowledge base
• Create product troubleshooting guides to assist support teams
• Trouble-shoot/qualify cases before escalating issue
• Bachelor's degree or equivalent experience in a technical area
• Minimum of 2 + years of technical support experience
• Understanding of Windows Remote Desktop Services - or similar, Installation, Configuration, and Licensing
• Understanding of Windows Domains, Server Administration and User Profiles
• Understanding of Firewalls, networks, switches and routers
• A professional and customer service-oriented attitude with excellent voice communication
• Ability to communicate at multiple levels with customers
• Advanced verbal and writing skills
• Knowledge of HMI and Industrial Application Software is beneficial
• Ability to set priorities and be flexible in a fast-paced environment
• Ability and willingness to learn multiple applications quickly
• General responsibility in the installation, start-up, documentation, maintenance, modification and automation of site systems
• Responsible for maintaining and enhancing automated systems
• Evaluation of technical problems, problem solving and ensure the involvement of respective experts to address design weaknesses and find possible solutions
• Prepare documents to include maintenance, quality, production, and other documents/reports as appropriate (service orders from internal projects, instrument updates, maintenance etc.)
• Develop and understand configuration, integration and implementation of process control solutions
• Contributes to the training methodology for all job oriented trainings
• Provide 2nd Level Support (Hotline) for affiliates and regional service activities
• Provide on-site support for local and regional service activities to ensure success in repairs, applications, modifications and first installs. Supports resolution of Customer Problems
• Responsible for implementing knowledge transfer from manufacturing or R&D to provide comprehensive system knowledge to Trainers, Service Representatives and Global Staff
• Contributes to the provision of Service Manuals (iSDOC) and service relevant information
• Responsible for the creation of preliminary documentation and FAQs for launch preparation
• Evaluates the need for Service Bulletins and writes, publishes and maintains Service Bulletins (Product Bulletins are out of scope)
• Support activities during the Development process to ensure that Service needs are addressed
• Provide expert post-sales support of software and hardware systems, sub-systems and/or applications for customers or field personnel utilizing telephone and remote diagnostic capabilities
• Act as the subject matter expert for complex issues and be the internal representative in critical escalations
• Independently work on problems of diverse scope (may include lab management , mentoring lower level engineers and project management)
• Experience in Avaya Communication Manager (CM) is important, and Session Manager knowledge (ASM/SM) would be helpful
• 2 years of Unix/Linux Experience required
• Availability to work nights and weekends
• Strong technical knowledge in areas of; IP Networking; VoIP; TCP/IP; Linux (Redhat)
• Oracle DB experience
• Experience in providing remote support
• Education: BS degree in Technical/Engineering discipline
• Experience: Minimum 1-3 years of experience in a technical discipline
• Knowledge & Experience must include
• Mechanical and electromechanical system troubleshooting and diagnostics
• Fastening and or material handling experience is highly recommended, but not absolutely required
• At least 5 years of MS Exchange experience, at least three in Exchange 2010
• At least three years of experience of PowerShell scripting is required as well
• Experience in creating meaningful scripts to monitor perform and automate systems processes. This includes experience with Windows server system internals
• Experience with Exchange 2016, O365 and Azure,OWA, Active Directory, DNS, Security Certificates, Mail routing/connectors, Mail Storage Databases, Spam/Phishing controls and techniques
• The Technical Support Engineer identifies root causes for escalated issues from the customer service organization and provides and implements solutions for these issues as part of an overall production support team
• In addition to developing Expertise across all TMD Kronos products at the functional and operational/technical level necessary for complex debugging, the TSE draws upon other sources of information (knowledge of programming languages and methodologies, source code, intranet developer forums, vendor solution bases, etc) to analyze the root cause of escalated issues
• The TSE will propose action plans and timelines for resolution and will work directly with engineering in defining the technical requirements of a solution
• The TSE as part of the overall support team is also responsible for all application level changes to the multi-tenant hosted environment. Duties may include applying patch or hotfix installations, database updates and adhoc database reports
• Reviewing the results of the system monitoring on a daily basis and initiating actions on automated system alerts is also an integral responsibility of the position
• Should be at least a graduate in Computer Science from reputed institute
• Experience: 1-2 years
• 1-3 years experience in a technical support organization providing service to customers of a multi-tenant hosted Software as a Service offering
• Strong SQL database query experience required, preferably with Oracle
• Strong UNIX skills required
• Prior experience supporting an enterprise level application based on Java utilizing Web Services is an advantage
• Ability to provide phone and email support to customer contacts during hours when US support is not available
• Good time management skills, ability to multi-task and adjust to changing priorities
• Ability to communicate technical requirements to internal team members and external customers
• Excellent spoken & written English skills
• Assist in defining and documenting processes related to supporting the studio
• Implement and standardize a monitoring program for desktop systems to provide a comprehensive view of the health of the environment
• Respond to user requests for hardware and software issues
• Route requests to appropriate teams or escalate to teams when required
• Provide technical guidance to users across studio on new workflows or optimizing old ones
• Act as SME for assigned internal applications and workflows
• Oversee small to medium projects, providing status updates to upper management. Driving timely results
• Capable of following and composing process and procedure documentation, training users in complex topics, and interacting positively with upper management and executive staff
• Ability to learn new technologies quickly and with minimal guidance
• Thrives on technical challenges and takes pride in solving them
• Charismatic Personality
• Basic knowledge of Python & API integration
• 3-5 years’ experience in a desktop support executive or production environment
• Experience of XML, HTML and CSS
• Ability to code and troubleshoot JavaScript/JQuery
• Ability to code and troubleshoot C#
• Ability to code and troubleshoot MSSQL
• Experience with .NET technology stack
• Effective communicator with good written and verbal skills
• Have the ability to liaise with employees and suppliers on operational and tactical level
• Be able to follow process but to remain flexible in achieving objectives
• Self-motivated with a strong desire and drive to succeed
• Strong organizational, analytical, and time management skills
• Ability to work OOH and Weekends (Scheduled in Advance)
• Willing to travel within the Netherlands where necessary
• Engage with Enterprise Systems Administrators and Security Professionals to maintain and troubleshoot secure authentication solutions
• Answer customer inquiries, both written and over the phone in a professional and empathetic manner, representing the company in a positive and proactive manner
• Respond to phone, email, and web ticket customer issues in a timely, accurate and consistent manner
• Provide troubleshooting assistance, problem replication / duplication and documentation to QA and product development to assist in root cause analysis and resolution of customer issues
• Document all customer contacts and activities in the CRM system or as advised by management
• Create knowledge base articles based on department guidelines to support customer self-help and call avoidance strategies
• Maintain current knowledge of relevant emerging security technologies in the industry
• Safeguarding Axway customer data through compliance with Axway policies and the appropriate use of Axway equipment and facilities
• Excellent customer service skills and the ability to generate strong and lasting relationships with customers, partners, and peers
• Ability to work effectively in a dynamic, virtual environment
• Detailing Standard/Specials both systems (Oracle and OPS)
• Error Correction (OPS and Oracle)
• Order Entry ( OPS and LP)
• Releasing Rep Holds
• Processing Change Orders
• Specials Holds Release
• Warranty Orders and RGA Creation
• Be a trusted advisor owning and solving customers' technical issues end to end
• Provide proactive technical assistance to high-profile customers on the company products
• Reproduce, troubleshoot and perform advanced problem analysis on diverse technical issues maintaining the company standard of quality
• Escalate technical issues using the company methodologies and effectively interact with other teams globally to provide holistic solutions
• Contribute to our knowledge base, publishing quality articles/videos to be used by customers and peers
• Promote a positive team environment by assisting team members to enhance the professional development of everyone within the organization
• Keep up to date with the ever evolving threat landscape and internet security
• Maintain and expand working knowledge of current and beta (non-released) Trend Micro roducts as well as their integration and methods of support delivery
• Must be available to support on-call on a periodic/rotational basis
• Requires 3-5 years of complex troubleshooting and experience in a multi-protocol (TCP/IP) routed network environment including LANs/WANs, Active Directory, Network architecture, TCP/IP, IIS and firewalls
• Requires 3-5 years knowledge in Microsoft Windows and/or Linux (RedHat, CentOS, etc.) Operating Systems
• Passion for technology and solving complex technical issues
• Ability to adapt to change in a fast paced environment
• Excellent Collaboration skills
• Solid multi-tasking and problem resolution experience
• Ability to liaise effectively with customers onsite, online and via telephone
• Demonstrated ability to present solutions to clients that are implemented successfully within the client environment
• Ability to effectively conduct formal and informal training sessions or presentations
• Excellent verbal and written communication, customer service including proactive phone engagement with customers, and negotiation skills
• Customer Ownership - act as trusted advisor solving customer issues end to end
• Demonstrated expertise in Account Management and/or Consulting with an ability to interface with a broad and diverse set of clients an advantage
• Excellent level of English
• French and German speaking engineers also needed
• Performs all product repair and coordination related to network support; BGP activations/peering for client implementations
• Project management/leads projects relative to new product implementation
• Effectively contributes to the team by supporting, mentoring, training, and developing NIE I team members
• Assists with new product definition
• Delivers training and documentation to workforce after new product development
• Documents implementation procedures and best practices for both internal usage and for knowledge sharing with other departments
• Call queue coverage, network configuration, and second level escalation requests as required
• Documents all work performed in a comprehensive ticketing system
• Works very closely with internal customers from Training, Marketing, Service Delivery, Tier III and Engineering teams; coordinates with project management, voice and data vendors, and field service personnel to activate repair services
• Tests circuits and coordinates necessary repair activity with the carrier
• Provides the technical support necessary to accurately repair & design complex network solutions requiring multiple dynamic routing protocols such as OSPF, BGP, EIGRP, and RIP, high-end networking services including L2/3 VPN, MPLS, SIP, QoS, Metro and Carrier Ethernet, IPSEC, cloud voice & firewall services, and legacy TDM offerings
• Accurately repairs & designs complex network solutions requiring multiple dynamic routing protocols such as OSPF, BGP, EIGRP, and RIP, high-end networking services including L2/3 VPN, MPLS, SIP, QoS, Metro and Carrier Ethernet, IPSEC, cloud voice & firewall services, and legacy TDM offerings
• Provides technical assistance and support to other Service Management teams
• Achieves and maintains on-going technical and product proficiency
• Adheres to and recommends enhancements to standards, policies, and procedures to maintain support capabilities and team morale
• Meets or exceeds stated quality, throughput, and customer satisfaction metrics and goals
• Provides off-hour, on-call, and weekend coverage as required
• Performs additional duties or projects as assigned
• Provide 1st/2nd level end-user support
• Ensure all tickets are updated with accurate and timely information
• Perform desktop and laptop system image management and deployment
• Build, deploy, and maintain end user equipment (desktops/laptops/printers/etc)
• Install and configure end user software
• Troubleshoot basic networking issues (physical/wireless)
• Liaise with vendors and other IT personnel for issue escalation
• Install/Remove data center equipment
• Interface with other IT personnel for data center related issues
• Manage and support the local telephony environment
• Participate in various IT related projects both on-site/remote
• Primary focus will be on Cyclotron, Synthesizer, Nuclear Medicine and PET/CT, then expand to other products in the future
• Technical support to internal/external Customers
• Working with global and Japan product teams to drive resolution of product issues
• Working with global and Japan product teams to ensure that local services processes, tools, spare parts and trainings have been established prior to introducing new products to the market
• Driving product quality, serviceability and reliability improvements
• Deploying product trainings for internal/external Customers
• Supporting field action (Recalls/FMIs) planning and deployment
• Troubleshooting, gathering/analyzing data, creating technical documentation, and communicating effectively with both Japan and global teams for daily work activities
• Minimum 5 years Cyclotron and Synthesizer products technical/application experience and has demonstrated ability and expertise to handle/resolve technical/application issues
• Experience in handling and regulations regarding Nuclear Medicine and PET/CT radiation source
• Fluent in Japanese and technical conversational/written English skills
• Complete all planned Quality & Compliance training within the defined deadlines. Identify and report any and all Customer quality or compliance concerns immediately to the Quality Organization
• Highly motivated and passionate team player
• High vitality, enthusiasm and engagement to drive and facilitate team dynamics
• Good analytical skills and ability to drive projects and work activities to completion
• Proficient in Microsoft Office Suite, computer skills
• Responding to customer inquiries, providing phone and on-site support to both customers and Field Service Engineers, to resolve complex technical problems and product issues
• Performing physical installation of solutions including configuration, validation, and administrative instruction; Interfacing and configuring IT solutions across multiple modalities; Supporting BETA and first-of-kind (FOK) installations in the field
• Managing all assigned escalations – taking a leadership role in the resolution of technical and product problems and communicating that plan to key team members. This may include onsite escalation management and operational reviews
• Provides product specification information that the customer needs
• Explains product specification and product features to customers
• Recommends solution for industry standard compliant engineering specifications (standard product)
• Learn and use groundbreaking technologies to build, rebuild, and ingest servers into EC2
• Coordinate with other AWS teams to understand issues they are facing and provide support
• Take ownership in driving towards resolution for customer issues
• Leverage your extensive customer support experience to provide feedback to the engineering team and provide input (and potentially assistance) to develop tools to improve our customer's experience with our services
• Outright own customer issues until a resolution is achieved
• Experiencing reaching out to internal and external customers and working with those customers in a effective and efficient manner
• Self-starter who is excited about technology
• Strong customer focus
• Programming / Scripting experience (Java, Perl, Ruby, C#, bash/shell, PHP, etc.)
• Internal and external customer interface
• Collaborating with back office functions including, but not limited to supply management, materials management, engineering, marketing, and FAST warehouse
• Support North America Service Program customers in the planning, execution, coordination and control of contractual requirements for economical delivery of parts
• Assist Sales, Marketing and Field Service with order solicitation and parts research
• Receive, create, process and follow-up on Customer Quotation requests. This includes parts identification and providing parts lists to our customers
• Interpreting engineering drawings and other technical documentations and creating filtered parts lists
• Identify process improvement opportunities and work to enhance current ways of working based on observation and user feedback
• Train and mentor junior members of the team
• Technical Degree in Mechanical, Material, Industrial Engineering or related field or combination of education and related experience
• 2 - 5 years of experience
• Knowledge of business, financial, and operational processes
• Experience with Quality Improvement and Change management methodologies
• Ability to interpret engineering drawings and other technical product documents
• Experience with Microsoft Excel
• General understanding of parts/materials
• Knowledgeable about contract language
• Well-developed communication skills (written & verbal) and ability to clearly and consistently express information to both a technical and non-technical audience
• Ability to meet critical time-sensitive objectives with emphasis on planning and organizational skills
• Self-driven and resourceful to achieve goals independently as well as work well in teams
• Flexibility to adjust and thrive in an environment with changing requirements, schedules and priorities
• Ability to socialize ideas, make recommendations and gather team consensus to move forward
• Ownership mentality to ensure customer and team success
• Prior experience in the Parts business, Field Technician experience, or direct product knowledge
• Prior SAP Sales & Distribution Module experience
• Prior experience with technical resources and ability to create filtered parts lists
• Understanding business processes and change management
• Knowledge of Supply Chain processes
• Support Latin America Service Program customers in the planning, execution, coordination and control of contractual requirements for economical delivery of parts
• Assist Sales and Marketing with order solicitation and parts research
• Technical Degree in Mechanical or Material Engineering or related field or combination of education and related experience
• Fully bilingual in English/Spanish (technical Spanish required)
• Prior International experience
• Provide a highly detailed level of technical assistance to ensure that our customers get the most out of Red Hat JBoss Middleware
• Offer developer-to-developer assistance for the JBoss Enterprise Middleware Suite
• Work alongside in-house developers, write new code, fix and improve code, provide highly technical solutions, and contribute to JBoss and open source software communities
• Act as the technical point person for a technology of your choosing within the JBoss Product Suite
• Deep experience with one or several JEE or App Server technologies such as JMS, Web Services, Servlets, JSP, JDBC, Hibernate, sturts, teiid, metametrix, arquillian, drools, rich faces, Tomcat, or Datasources
• Hands-on experience with application server technologies (JBoss, WebSphere, or WebLogic)
• A solid understanding of Java Programming API's & popular Java frameworks is preferred
• Dependable troubleshooting and debugging skills and a passion for problem solving and investigation
• An ability and willingness to learn new open source middleware technologies
• Very clear and effective English communications skills, written and verbal
• Use available tools to investigate and troubleshoot technical issues
• Manage workload to ensure that all customer issues are quickly handled and resolved
• 5+ years experience as a support, sustaining, or development engineer or other directly related experience in an enterprise environment
• Linux operating system installation, configuration, upgrades, and maintenance experience
• General understanding of all base packages included in the Red Hat Enterprise Linux (RHEL) distribution, security mechanisms like SELinux and iptables ,and authentication mechanisms including local files, NIS, LDAP, and Kerberos
• Solid development-level experience with C, and familiarity with developing and applying patches
• Familiarity with development tools including the gdb debugger and revision control software (CVS, Subversion, and Git)
• Experience writing scripts using Bash, Python, or Perl to troubleshoot and correct Linux issues
• Resolve customer issues from initial contact to ensure customer satisfaction
• Resolve complex, critical, and sensitive support issues
• Act as the technical point person for a technology of your choosing within Red Hat JBoss Middleware
• Manage assigned product(s), and component(s) by prioritizing open issues for development
• Hands-on experience on Apache Webservers 2.2.x/2.4.x and Tomcat 5.x/6.x/7.x./8.x
• Exposure on Apache httpd as reverse proxy and certificates generation for SSL configuration
• Good knowledge of cluster, failover, and load-balancing modules like mod_proxy, mod_jk with ISAPI redirector with IIS Webserver
• Experience with application servers like JBoss, Weblogic, Websphere, Apache Geronimo, Glassfish and web servers like Apache httpd, Oracle iPlanet, Oracle http server, IBM http server, NGINX, lighttpd
• Knowledge of HTTP 1.0/1.1 protocol and HTTP methods, HTTP error codes and understanding of TCP protocol
• Experience with the Linux or UNIX operating system; any Oracle, Red Hat, or SUSE Linux certification is an advantage
• Experience in core Java, JSP, or servlet programming skills
• Knowledge of mod_cluster and other modules of httpd is an advantage
• Fundamental understanding SSL/TLS encryption and SSLv2/v3, TLSv1/v1.1/v1.2 protocol is a plus
• Knowledge of Red Hat JBoss Enterprise Application Platform is beneficial
• Understanding of tcp dump analysis, C or C++ programming skills, and PHP programming skills are a plus
• Bachelors degree from a four year university and 5 years of experience in a customer centered role
• Database technologies: Microsoft SQL Server / T-SQL Procedures; Oracle / PL/SQL procedures
• Must have excellent diagnostic, debugging, troubleshooting skills
• Degree in computer science, information systems, software engineering or related field
• Tools/Utilities: Microsoft, Outlook, SalesForce, VersionOne, WebEx., and adequate knowledge on one or more ABB products functionality
• Provide phone, email and chat technical support to VARs and end customers
• Be prompted on assigned cases by taking ownership and identify, isolate, troubleshoot until they are resolved
• Formulate clear fault analysis and technical action plans for highly escalated issues
• Develop a customer network environment and reproduce customers’ technical problems utilizing customer support lab
• Escalate specific problems, product defects and feature enhancements to sustaining engineering and other cross functional teams using JIRA with clear description, required debug logs, PCAP and data
• Required to update assigned SFDC cases with all activities including actions taken, KCS search/linking, next steps, logs, data collection and clear resolutions
• Develop KB articles collaborating with an assigned coach
• Provide updates to customers, internal support management and other cross functional teams on a highly escalated case
• Must have strong case management skills in driving up case closure rate and customer satisfaction
• A Bachelor’s degree in Computer Science, Engineering or related technical discipline
• Minimum of 4 - 5 years professional experiences in administering, configuring, supporting, troubleshooting and debugging LAN/WAN/WLAN
• WLAN protocols, security, WiFi Hotspot, encryption, RADIUS, AAA, SSL, EAP, PSK, etc
• Working experience with 802.11a/b/g/n standards and knowledge of 802.11x protocols
• Strong Linux and Windows server administration and configuration experience with working knowledge of HTML, Python, PuTTY and SSH
• Ability to use protocol analyzers tools such as OmniPeek and Wireshark
• Solid understanding of TCP/IP OSI model, STP, IGMP, and Routing (Layer 2&3)
• Clear understanding on how to troubleshoot RF transmissions & antenna behavior issues
• The following Certifications would be a plus: CCNA, CWNA
• Assists with calls from other support staff involving difficult or complex technical problems
• Assists in maintaining client satisfaction of difficult or complex sites or sites with recurring problems
• Documents time spent assisting on calls and ensures documentation is clearly readable, concise and accurate in accordance with established procedures
• Informs management when resolutions will require additional resources and time
• Documents recurring, difficult or complex problems and recommends ways to correct and prevent them
• Works without supervision to resolve complex complete special assignments
• May occasionally travel to sites
• Interfaces with other vendors as required to resolve complex issues
• Must have 2 years at college level in degree program or equivalent experience working with McKesson applications or software of a similar architecture
• Must have 2 years experience in customer service and technical support
• Must have good communication skills & excellent problem solving skills
• Must have working knowledge of DOS, Windows XP/7/8/10, Pervasive, SQL, remote support software and networks
• Must have knowledge of relational databases – Oracle or MS SQL
• Must have a certification in at least one of the preferred expertise areas
• Experience with database related technology and administration (Postgres, SQL Server, Oracle, DB2, etc)
• Experience with Cassandra, Java Runtime Environments, vAPP Configurations, REST API
• Experience with SSL
• Working knowledge of backup software (EMC Networker, VERITAS, NetBackup, Tivoli Storage Manager, Backup Exec)
• Good interpersonal communication and customer service skills are needed in order to work successfully with customers in high stress and or ambiguous situations
• Bachelor/Master degree in Engineering with several years of experience in an engineering, application, or field service role)
• Experience analyzing technical issues
• Willingness and ability to work a flexible schedule
• Fluent German skills
• Know-How to coach and mentor others
• Versatile oral and written communication skills
• Experience adapting quickly to change and working successfully in an evolving and culturally diverse environment
• Must have at least 2+ years experience with Macintosh and Windows operating systems and hardware in a computer support related setting; experience working in a networked environment
• Must have Mac, Windows and networking skills
• Must have related work experience supporting various desktop applications (MS Office, Outlook/Exchange, and IE)
• BA/BS degree or equivalent preferred
• Broad software application skills desired. Demonstrated ability to master new software applications and technologies
• Works to meet the goals of HUIT with enthusiasm and a spirit of cooperation
• Physical Demands: Continuous walking, standing, sitting, and manual dexterity. Frequent bending, lifting, handling, and reaching. Occasional push/pulling, squatting, and climbing
• Clearly communicate with customers via telephone, email, and occasional face-to-face contact to ensure that you understand the issue and they understand the resolution
• Work closely with and manage issue-specific cross-functional teams composed of Engineering, Operations, Sales, Professional Services, and Account Management representatives
• Manage custom support of special high-profile network events
• Define requirements and/or code tools in order to automate troubleshooting tasks
• Develop methods and best practices for delivering outstanding service Become a Subject Matter Expert for 2 or more products/services and/or Internet technologies
• Provide technical mentorship and training for new hires and peers
• 5 years of experience in technical support, engineering, IT, project management or consulting
• 3 years of prior customer-facing experience
• Provide feedback and market insight on tools and usage patterns to promote simple, consistent SDK development
• Lead an online developer community including ongoing contributions via knowledge documents and participation in the community forums
• Write and publish example code that uses Akamai SDK and APIs for our developer community
• Contribute to product requirements
• Support Akamai’s customer support team to triage and troubleshoot customer’s mobile apps when interfacing with the Akamai platform
• Work independently with our customers on technical issues. The investigation of technical issues may involve complex data analysis from Akamai's distributed network and an in-depth examination of the interaction between Akamai and the customer's infrastructure
• Create content of all types: code samples, presentations, blogs, screencasts, webcasts, etc
• Deliver articulate, effective presentations and demos to technical audiences
• Lead interactive design and training sessions with Akamai's key prospects and customers
• Become an expert in and evangelize the Akamai platform
• Education: BS in Computer Science, Computer Engineering, IT, Networking or equivalent
• Minimum of 2 years’ experience as a software architect, evangelist, product manager or other role where both technical and social skills are required
• Minimum of 5 years’ experience in designing or defining mobile app & web-based software systems and frameworks
• Deep In depth knowledge of how the Internet works (HTTP, DNS, Streaming, etc.)
• Familiarity with configuring webservers (Apache, IIS) and the infrastructure necessary to support a dynamic website (load balancers, connecting to databases, etc.), or
• Customer focus, acting with the customer in mind, anticipating future needs, identifying long-term solutions and dedicated to providing a superior support experience for the customer
• Self-motivated, directed and passionate about what you do, striving for results constantly
• Familiarity with Automated Call Distribution (ACD) and at least one CRM system such as Siebel, Remedy or Salesforce.com
• IOS or Android development experience
• Knowledge of common Internet technologies, standards and protocols, including DNS, TCP/IP, HTTP/HTTPS
• Working knowledge of APIs / Data formats JSON
• Knowledge in cellular technologies such as LTE, 3G, UMTS, etc
• Strong command of different infrastructure architectures
• Work to resolve technical issues related to Akamai’s products and infrastructure as reported by our customers' technical staff
• Work independently with our customers' technical teams on both pre- and post- sales technical issues. The investigation of technical issues may involve complex data analysis from Akamai's distributed network and an in-depth examination of the interaction between Akamai and the customer's origin infrastructure
• Demonstrate leadership and work independently to resolve complex technical problems, including escalations to our product engineers
• Develop methods and best practices for delivering outstanding service, as well as participate in knowledge sharing through the creation of knowledge base articles
• Subject Matter Expert of multiple product/services and work with engineering to ensure that new Akamai services can be supported as part of the New Product Introduction (NPI) process
• Define, coordinate, and prioritize customer feedback and ideas into engineering requirements for future enhancements to Akamai's services. Work closely with Engineering and Product Management to implement these enhancements
• Minimum 2 years of experience in technical support, engineering, IT, project management
• Minimum 2 years knowledge of internet and network protocols (TCP/IP, HTTP/HTTPS, DNS) and tools
• Prior customer-facing experience
• 5 years of relevant experience and a Bachelor’s degree in Computer Science, Engineering, Management Information Systems, other related field or its equivalent experience
• 3-5 years’ experience in technical support, engineering, IT, project management or consulting
• 1 year prior customer-facing experience
• 1 year programming knowledge and experience (Perl/shell scripting or Java preferable)
• 1 year experience in common network protocols (TCP/IP, ICMP) and tools
• 1 year experience in web programming (HTML, javascript, ASP, JSP)
• Engineering or IT academic background, Building Service / Electronic / Computer degree preferred
• Min 3 years relevant working experience in ELV industry and security product support including Access Control System (ACS), CCTV, Home & Intrusion System
• Min 3 years’ experience in Microsoft Windows OS and SQL Database troubleshooting
• Technical knowledge in Networking, Server / Client, TCP/IP, DNS, DHCP, LAN, WAN, Routing, Active Directory, Windows OS, Linux, Wireshark, RS485, RS232
• Strong communication and documentation skill
• Strong analytical thinking for problem-solving, self-motivated, willing to take ownership and learn new technology
• Proficiency in both written and spoken English and Chinese. Putonghua will be an advantage
• Bachelor degree or similar in engineering
• Experience with 3D modelling, printing, digital fabrication, and CAD
• Finesse on the phone; you know when to listen and when to talk
• Ability to organise and manage your own time and workload
• Providing specialised technical support from a remote location either by telephone or email
• Act as the primary support point for the assigned customer issue
• Provide ongoing application configuration, interface, and other application technical tasks for existing Kronos Workforce Central customers
• Identify root causes for reported customer issues and develop appropriate solutions to minimize customer down time and impact on customer’s business
• Ensuring appropriate communications to all stakeholders on progress of issues or escalations
• Negotiating timeframes for solutions implementation with clients and updating clients on progress during problem resolution
• Developing and maintaining specialist knowledge and skill in supported products and in those products associated with supported products, as required
• Identifying more technical complex issues for escalation to more senior Application Support staff
• Escalating process or project improvements to relevant parties within the organisation in order to enhance the current use of products or reduce incoming call volume
• Logging and accessing technical solutions within a database and thoroughly documenting the status of all client liaisons and communications
• Attending relevant product and skill courses
• Establish customer satisfaction through meeting or exceeding customer SLA
• Provide standby, public holidays cover and after hour service as needed to meet business requirements
• Minimum 2-4 years of technical support experience working with Web technologies and Client/Server technologies, as well as support related experience, displaying a working knowledge of SQL and/or Oracle
• Relevant tertiary degree or relevant experience
• Key Performance Indicators
• Pro-active communication/involvement in managing customer expectation
• Feedbacks from customers, partners and stake holders
• Bachelor's degree in Engineering/equivalent with 5-7 years overall industry experience
• Backup and Database experience in a large enterprise environment
• Ability to act independently, under minimal direction
• Strong communication skills, both verbally and written
• Knowledge in Database solutions: Oracle, SQL, DB2 or others
• Strong experience with Linux or Unix
• Experience with backup, archive, and recovery of Oracle, SQL, file system, virtual machine, and Exchange environments
• One or more of the following data backup technologies: Data Domain, NAS, Netbackup, NetWorker, NetVault, Quantum DXi, Avamar
• Native or bilingual proficiency in Spanish language
• 5 years experience in technical support or professional services
• At least 3 years of experience in UNIX, LINUX, Windows networking administration
• Knowledge of storage infrastructure offering NFS, CIFS, SAN & iSCSI hosting
• Solid knowledge of VMware, Hyper-V, SQL, Oracle, SAP, Exchange
• Understanding of data protection technologies such as snapMirror, SnapVault and NDMP
• A level of familiarity with Commvault SnapProtect and/or Altavault
• Answers/processes incoming calls from end-users and/or integrators for troubleshooting and technical assistance and updates CRM notes in ticketing system
• Makes outbound follow-up calls to end-users and/or integrators to troubleshoot technical issues that have been escalated and updates CRM notes in ticketing system
• May be involved in customer installations and training
• Works with higher level TSE’s to assist with problem resolution and/or customer management
• Develops and authors knowledge base articles/tech notes that will assist with future problem resolution efficiencies
• Must assist team members in isolating factors while working towards a solution and/or escalation
• Analyzes and identifies root cause factors and service issue trends for Management
• Oversee software engineering, configuration, debugging, and related support tasks for Customers implementing Apttus Software-as-a-Service products
• Write sample code as needed
• Troubleshoot and resolve customer issues with Apttus products and debug customized solutions where necessary
• Provide coordination for customer support cases including interaction with other internal groups such as Engineering, Product management and Professional Services
• Assist customers with the upgrade process when needed
• Conduct regular case reviews with customers
• Participate in root cause analysis and resolution of reported problems
• Proactively communicate with customers and team members regarding status of customer inquiries or problems
• Ensure all issues are systematically tracked, escalated and communicated. Share resolutions internally, and with Customers via Knowledge Base
• Contribution to Knowledge Base Enhancement
• Respond to and follow up on our client’s product related issues
• Provide documentation and participate in online forum support for real-time questions
• Providing outstanding customer service and technical support to Splunk clients and maintaining customer relationships
• Helping customers solve technical issues with our systems
• Answering questions from customers and prospective customers about the features and capabilities of our system
• Troubleshooting, resolving and tracking application issues on a daily basis
• Platform configuration including (but not limited to) Merchants and Products
• Develop or procure toolsets in support of various platform/application operations activities
• Developing customer-facing and internal documentation on an as-needed basis including PowerPoint, Excel, Word, and Wiki docs
• Communicating customer needs and wishes to our development and engineering staff
• Internal office helpdesk support (troubleshooting PC, printer or local server issues)
• Troubleshooting system issues including IIS and windows services
• 2-year degree associate's degree in information technology, computer science or a related field. Equivalent work experience or technical certifications may be considered
• Must have sound understanding of Windows OS
• Sound understanding of database basics such as SQL, MySQL, Oracle, etc.
• Sound understanding of Microsoft Office suite
• Sound understanding of computer networking
• Solid problem solving ability
• Experience with ticketing systems (Jira preferred) and wiki’s (Confluence preferred)
• Knowledge of transaction based systems helpful
• Experience with log analysis (Splunk preferred) helpful
• Experience with IIS preferred
• This position is eligible for the Employee Referral Bonus Program
• Provide technical support for BP and Castrol products and their field of application and solving specific technical problems. To support the new business development projects for accelerated growth
• Be the point of contact for seeking technical support in lubricants and where application requirements are intricate. Answering technical queries ensuring that they are handled quickly and effectively
• Technical Knowledge Empowerment to the field force through creating/or support creating standard training modules, designing user friendly trouble shooting guides & Product selection charts. Provide technical training to Sales, customers and distributors
• Drive the “Power Products” growth and support launch of new products introduction
• Facilitate Product benchmarking exercise against competition & our range. Assist in coordinating all technical issues related to product trials. Work with the sales force to document the details and outcome of all product trials
• Support Product Optimisation Programme
• Actively assist sales in resolving any technical issues arising from the use of Castrol products in a timely manner to ensure that the company reputation for quality is reinforced
• Regular visiting of Customers to resolve problems that they encounter
• Keep abreast with latest technical developments so as to be able to competently provide sound technical support
• Actively engage technical institutions, technical universities and other regulatory bodies on technical issues to promote BP’s identity and image and identify opportunities for new applications or product development
• To support OEM team by identifying key OEMs, prioritising and providing recommendations for product endorsements, assist in obtaining approvals from local equipment manufacturers and work with equipment importers to position BP as their recommended partner in China
• Interpretation of laboratory reports
• A degree in Chemistry, Mechanical Engineering or equivalent
• Knowledge of industrial lubricants is essential, preferably with minimum 3 years’ experience in lubricants industry
• In order to achieve complete customer satisfaction all technical inquiries that related to BP and Castrol product in service should be acted quickly and effectively
• Professionally knowledge on products, application, oil industry test standards and their implementation
• The job holder is required to give advice on product applications and resolve technical queries by the application of lubrication theory
• Interpretation and analysis of laboratory tests is required to correctly inform customers / sales staff of the implications
• Initial troubleshooting and support of hardware, software & accessories
• Escalating problems to Technical Support Level 2 & Tiger Team when standard troubleshooting techniques and databases cannot provide an adequate solution
• Entering all incoming calls records in the call tracking system such as Intouch
• Issuing RMA and following up the fulfillment of swap program with a Service Partner
• Working with Network Sales Engineer and Field Service Engineering if on-site troubleshooting is required
• Dispatching a Field Service Engineer either from APC or its Service Partner for AGS unscheduled on-site services
• Providing a consultation to an APC customer who needs to upgrade the functionality and availability of their networks using APC accessories, software and services
• Assisting in the upkeep of the local technical support lab and provide enhancements when required
• Assisting in the troubleshooting of customer problems by replicating problems in the lab environment
• Encourage our customers to use RNS eSupport tools as much as possible, and guide the customer to use self-service knowledge base
• Candidate must possess a Bachelor's Degree preferably in Engineering (EE, ECE, CPE) or equivalent experience
• With at least 3 years of working experience in the related field specializing in Technical & Helpdesk Support or equivalent from a Call Center environment
• Experience / Knowledge of personal computers required
• Experience with network operating systems preferred
• Demonstrated ability to understand and explain technical information
• Ability to solve customer problems via telephone
• Fluent in English communication
• Willing to work in Cavite on day shift
• A technical degree is preferred (Electronic Technician., E.Eng., B.Sc., or equivalent),
• Maritime industry experience is required. Preferably from customer service, NOC, or service technician positions
• Fluent spoken and written English skills is required
• Knowledge and experience with service and support of Maritime satcom systems
• Experience in applying diagnostic techniques to identify problems, investigate causes of problems, and recommend solutions to correct failures
• Experience in planning, preparing and conducting technical training
• Process oriented, and the ability to focus on the main objectives, without losing attention to details
• Experience in working with CRM systems and case handling
• Familiar with quality assurance processes and routines
• Ability to keep several tasks going while prioritizing effectively
• To provide our partners with best quality support via email and phone
• To assist the partner with the correct support approach to their problem and suggest the best support solution to their problem (Technical Service Partner, DOA, Advance Replacement etc.)
• Troubleshoots technical problems and issues, determines technical solution in accordance with product and system specifications, and recommend appropriate actions
• Interacts with appropriate internal technical personnel to resolve complex problems and/or issues
• Maintain log of problems and participate to identify recurring problems that need to be reported to product development
• Applies diagnostic techniques to identify problems, investigate causes of problems, and recommend solutions to correct common failures
• Ensuring all CRM cases are updated daily with any new information
• Assist fellow colleagues with any tasks required, ensuring follow the sun principles passing on knowledge to other team members or regions
• Coordinates on-site support of customer as necessary
• Conducts technical training and product briefing with customers, vendors and company representatives. Acts as local on-site representative to customer's organization
• To provide technical assistance to other departments
• Functional/ Technical Expertise
• Provide post sales support by telephone, e-mail and chat to customers and Emerson Sales staffs and Field Service Engineers on Rosemount Analytical products
• Process Return Material Authorization
• Provide Bill of Material (BOM) to customers
• Log all customer interactions in CRM
• Maintain and update knowledge management database
• Customer Commitment
• Participates in conferences calls, meetings and discussions with customers
• Monitors team service level and assists in workload
• Conducts team/functional/business overview presentations during counterpart visits as required by team lead/supervisor
• Internal Communication
• Records and submits periodic and/or quarterly transaction records, log sheets and/or trackers
• Assists in leading team meetings, huddles and information cascades. Communicates with the team on best practices, lessons learned, process and product updates during team huddles/meetings
• Gathers data, analyzes trends, generates and submits reports to line leaders with recommendations
• Support projects related to quallity improvement (such as Think Customer, QMS, etc.)
• Team Support and Development
• Actively participates in team activities and initiative
• Conducts product/process/functional trainings
• Manages/handles at least 1 company/platform/business unit project/initiative
• Passion for providing a great customer experience
• Experience in a 24/7 production environment
• 3+ years overall development/technical support experience
• Solid understanding of the UNIX/Linux operating system
• B.S. or M.S. degree in Computer Science, MIS, CIS, or a related field
• Knowledge of databases like Oracle
• Experience with AWS services
• Some OO design and coding skills developing distributed systems
• Experience building services using Java, REST, and SOAP
• Excellent communication, prioritization, and analytical skills
• Ability to work in a fast paced and agile development environment
• Must be able to see opportunities for improvement, take ownership and closely work with development team to drive product improvement
• Solid networking knowledge
• Understanding of production monitoring and metrics
• Should be genuinely excited about technology, have a strong interest in learning about and playing with the latest technologies
• Must be a self-starter and motivated
• 2+ years networking infrastructure experience
• Customer Service Skills - Must be able to interact in person with customers who are experiencing issues connecting to Corporate External Network
• Working knowledge of Installs, terminates, maintains, and troubleshoots network cabling infrastructure including: Moves, Adds, and Changes of any network or related equipment
• Ability to troubleshooting Network Hardware Problems and cable plant issues including Fiber Optic, UTP, STP, etc…
• Fluent in all test equipment and can train other on the use of them: Corning Fusion Splicer, Fluke OTDR, Fluke DTX1800, Fluke Simple fiber, Fluke Link Runner Pro, etc…
• Research and documentation of cable plant, network and wireless infrastructure
• Knowledge and adherence to wiring standards and their implementation
• Network hardware configurations for edge network equipment, core network equipment, and Serial-to-IP devices
• Install network hardware and cable assemblies – copper and fiber
• Managing contractor access into areas as required
• On-call duty, responsible for first level network Support after hours – rotates through group weekly
• Other work related duties as assigned
• Ability to lead and mentor a team
• Configuration and operational expertise with traditional network switch/router platforms - IOS,JunOS, EOS, etc
• Demonstrated ability to troubleshoot networking protocols (ARP, STP, OSPF, BGP, LACP, IGMP, PIM, IPV4)
• Familiarity with Linux administration and network configuration
• Familiarity with Data Center virtualization concepts and trends
• Ability to use tcpdump, read the relevant RFCs and file a bug
• Technical certificates and/or university degrees are helpful, however industry experience and knowledge reign supreme
• Delivering excellence in terms of customer care and technical support
• Protecting Fortinet as reputable brand by going beyond and above, exceeding partner expectation
• Testing and documenting functionality of new products/features
• Testing AV and IPS signature database against new threats
• Testing and reproducing partner/customer issues in Fortinet’s LAB
• Working on escalations cases from our Distributors
• Creating/updating Knowledge Base articles

Related Job Titles

Technical Support Engineer Resume Samples

The Technical Support Engineers are hired to troubleshoot any technical issues, address customer’s questions regarding product/service, responding to calls or e-mails, and solving the problems as and when they arise. The major roles and responsibilities listed on successful Technical Support Engineer Resume include – installing and configuring computer applications; monitoring and maintaining computer networks, prioritizing workflow, troubleshooting and resolving technical issues , responding to customer’s calls and emails, tracking computer system issues , properly escalating issues to higher authorities, providing prompt and accurate feedback to customers and maintaining cordial relationship with customers and other department staff.

Employers want to employ those candidates having the following skill sets – strong communication skills, great analytical thinking power, strong troubleshooting and problem-solving skills, solid knowledge of computer systems and its related techs; and a strong technical knowledge of company products/services; familiarity working with various OS environment is also essential. To pursue a career as a Technical Support Engineer, a Bachelor’s degree in Software Engineer, Computer Science qualification is required.

• Resume Samples
• Engineering
• Technical Support Engineer

Technical Support Engineer Resume

Summary : 8 plus years of experience as a Technical Support Engineer, planning, implementation & administration of TDP for SQL, TDP for Oracle, TDP for MS-Exchange. Over 3 years of experience in additional backup tools like EMC Deduplication, Avamar, CommVault, Netbackup.

Skills : EMC Deduplication, Avamar, CommVault, Netbackup, AIX, Linux, SUN-Solaris and Windows System Administration, Analytical, Interpersonal & Communication Skills.

Description :

• Configuring TSM operations like expiration, migration, reclamation, collocation.
• Define and configure the client and administrative backup schedules.
• Implementation of the Proxy Server Project rollout nationwide to all the stores Project Planning, Coordination and testing procedures, pilots, scorecards and tasks for implementation.
• Co-ordinating between Business Partners and application administrators regarding the implementation and testing for critical business applications.
• Process flowcharting and Documentation including stepwise implementation plan and back out procedures to be followed in case of implementation challenges.
• Creating and Updating High-level architectural Diagrams using Microsoft Visio.
• Project Planning, Coordination and Implementation Planning project timelines, testing procedures, pilots, scorecards and tasks for implementation.

EUS Technical Support Engineer Resume

Summary : Over 8 years of experience as a EUS Technical Support Engineer. Demonstrated ability to work effectively both independently and as an integral part of a larger team effort with a passion for building virtual global communities by advocating a common commitment to excellence.

Skills : Windows XP/2000/Vista/7, Mac OS X, IOS, Android, Windows Mobile, MS Office Professional 2003/2007/2010, MS Exchange 2000/2003, MS SQL Server Management Studio R2, SQL Server Express 2005, Cisco, Citrix/Terminal Server, CRM, ERP, WMS, TPM, IRRIS, OrbitOne, TCP/IP, DHCP, DNS, FTP.

• Offered regional and international client support, customer service, training, and technical resolution via phone, e-mail and remote location for 15 customers with multiple platforms.
• Provided problem resolutions for hardware, software and applications problems to effectively continue user productivity.
• Managed the process of incoming requests to ensure a 75% first call issue resolution while providing exceptional customer service.
• Deployed software upgrades using a mobile device management system in both a desktop portal and web-based cloud environments.
• Deployed updates and patches to multiple mobile devices (Windows, Android, scanners, tablets, smartphones, etc.) to provide more efficient application functionality.
• Utilized  E-Business suite to track and move inventory in an in-house CRM system to accurately track details of each call, and entered service requests using company-developed software.
• Provided ongoing expert guidance to aircraft line technicians and customer service managers (gate and ticket counters) in use of task-specific applications.
• Managed the network connectivity & performed the wireless functionality analysis in respect to device data transmission.
• Provided immediate resolution to the escalated issue when the issue appeared to be carrier related.

Technical Support Engineer-Remote Resume

Headline : An enthusiastic professional with 6+ years as a Technical Support Engineer-Remote. Recently earned an A.A.S. in Network Administration and Computer Support. Trained in Technical Support, WAN technologies, Server Administration, Support and Deployment. A technical mind suited well for organizing information, troubleshooting, problem-solving and process flow.

Skills : Microsoft Visual Studio, Soldering, Troubleshoot Hardware, Digital Multimeter, and Oscilloscope.

• Provided second-level technical support for global customers.
• Researched and resolved issues related to Remote Access, Backup, File Sharing/Synchronization, VPN, Software solutions for small to enterprise-sized businesses.
• Assisted customers working in a wide range of environments including but not limited to Windows, Virtual Machines, Active Directory, and mobile operating systems.
• Helped customers diagnose issues caused by product, Active Directory, system, network, and security related permission issues.
• Assisted customers with tool customization and integration into their current environment/workflow including API based integration with CRM systems.
• Worked with customers to integrate the BoldChat JavaScript into their own outside-facing websites.
• Verifying proper code formatting, and helping the customer to correct any issues caused by interference with their site's existing HTML, JavaScript, or CSS.
• Developed/delivered training for Technical Support, User Services, and Technical Account Manager New Hire Training.

Technical Support Engineer-Intern Resume

Objective : Technical Support Engineer with 3 years of experience, looking to obtain a challenging technical position that will provide an opportunity to innovate, create, and add value to the organization. A life-long learner that applies creative solutions to difficult problems, leveraging an entrepreneurial spirit and exceptional interpersonal skills to consistently exceed organizational objectives.

Skills : Networking, Interpersonal, Routing, Organizational Skills.

• Provided technical support for global customers solving complex network problems including, but not limited to, security appliances, switches, and access points.
• Performed in-depth troubleshooting to resolve issues relating to DHCP, DNS, routing, switching, wireless, IP phones, cellular connections, and authentication protocols.
• Identified security issues such as DNS amplification attacks, native VLAN mismatches, AP spoofing, SSID spoofing and recommended proper mitigation techniques.
• Utilized in-depth knowledge of the OSI model and networking protocols with tools such as Wireshark to properly diagnose and isolate network issues.
• Established site-to-site VPN connections between security appliances and third-party security appliances. 
• Managed numerous cases that resulted in a quick turnaround with high customer satisfaction.
• Advised customers on how to properly integrate Active Directory services with the products to actively control client's access on their network.
• Integrated products into existing, and advised proper techniques when setting up new, networks to improve current infrastructure for increased performance.

Technical Support Engineer-Repair Resume

Summary : Proficient in repair and diagnosis of hardware and software related issues. Having 13 + years of experience as a Technical Support Engineer-Repair, seeking to obtain some challenging opportunities in the industry.

Skills : SQL, MicroStrategy, Database Management, Microsoft Access, Microsoft Excel, JIRA, BMC Remedy, Technical Support.

• Diagnosed and provided troubleshooting for Data Services.
• Took customer calls, collected, researched, verified, assessed, processed, filed and provide information regarding customers and potential customers as required.
• Served as a Help Desk technician for Internet customers that needed assistance with any internet-related issues.
• Solved Basic installation and operational problems, processed and resolved hardware, software, network issues and coordinated with partners.
• Coordinated with appropriate departments to resolve customer problems.
• Develop familiarity with the responsibilities of related activities including cable and PC installation, network monitoring and maintenance, dispatch, sales, and marketing.
• Met all direct measurements of quality standards for the customer support activities, kept all management levels informed.
• Maintained state-of-the-art readiness to perform all functions of the positions, facilitated by regular attendance and participation at all appropriate skills development sessions.
• Assisted Customer Service Engineering Manager in developing and maintaining operational procedures.
• Performed other related duties and tasks as assigned or as became evident in the call center.

Technical Support Engineer-Analyst Resume

Summary : The high degree of personal motivation, confidence, and initiative. Self-starter with solid analytical and problem-solving skills. Talented for making creative ideas successful. Extensive experience with MS Office-Outlook, Word and Excel. Consistently takes the initiative to solve problems. Highly motivated and dependable at achieving set goals.

Skills : Microsoft Office, Customer Service, Organizational Skills, Team Management.

• Responsible for processing disconnects on dedicated data, private line, internet, international and voice applications as well as submitting orders for new voice and internet services.
• Work with customers, sales and internal customer care employees to meet customer's needs on new, dedicated voice and Internet as well as any changes to existing circuits.
• Act as point of contact for customer care call center employees on troubleshooting issues, questions about new and existing service and billing.
• Responsible for maintaining and managing 5 Nortel DMS 250 switches completing all configurations for dedicated T-1 customers as well as Cable & Wireless' switched networks.
• Perform accurate data fill for orders consisting of ISDN, Feature Group D, Tandems, and Internal IMT's across the network, as well as basic DAL T-1s.
• Possess working knowledge of routing across the network as well as Global Intelligent Virtual Network dial plans and framing, line coding, and protocols for a variety of T-1 types.
• Provide support for switched sites, provisioning, Technical Order Support, network planning, and the Network Operations Center.

Lead Technical Support Engineer Resume

Summary : Diversified experience within Technical Support, System Administration and Data Storage. Motivated self-starter, possessing strong technical problem-solving skills to assist customers in resolving data technology challenges.

Skills : Desktop Support, Storage Support, System, Excellent Communication, Organization.

• Provide technical support for diagnosing, reproducing, and fixing software and hardware issues related to Storage Systems.
• Resolve Warranty, Major Account, Government, and Secure Premium and Standard customer issues using the telephone, WebEx session or e-mail.
• Research customer issues in a timely manner and follows up directly with the customer with recommendations and action plans.
• Escalate cases to other more senior Technical Support Engineers when the problem is too complex or falls out of my specific area of expertise.
• Leverage internal technical expertise, including higher-level engineers, and other internal tools, to add to the knowledge base in order to provide solutions to customer issues.
• Managing basic features of email filtering, web-filtering and IDS/IPS on the device.
• Implementing and configuring LDAP/ad, SNMP and so with other vendor devices/servers.

Technical Support Engineer-Fresher Resume

Objective : Ambitious and motivated professional with one year of experience as a Technical Support Engineer, seeking an opportunity in Information Systems Security, penetration testing, and Cyber Security Engineering roles that provide a challenging and teamwork environment.

Skills : WireShark, Microsoft Office, TCP/IP, DNS, NAC, Steganography, Metasploit, Nmap, Nessus.

• Questions come from a wide variety of sources including customers who need help deploying their first scanner, to customers.
• Served as the primary liaison between the customer and the company for technical related issues.
• Communicated via phone, chat, and e-mail with the user base of 20,000+ worldwide customers.
• Analyzed and clarified customer technical inquiries by analyzing plugin source code, diagnostics files, and log files to determine if false positives and false negatives reported.
• Replicated customer issues with the products within a virtual lab (vCloud, Linux, Windows Server, etc.).
• Ensured customer feedback is properly channeled into Product Management and Research & Development.
• Relayed bug reports, feature requests, and queries from customers to the development team using JIRA.
• Maintained in-depth knowledge of Tenable products and information security best-practices.
• Created and published solution knowledge for re-use by customers and the employees.

Technical Support Engineer II Resume

Summary : Technical Support Engineer is responsible for the day-to-day technical support for the company's website, email system, and online properties.

Skills : Microsoft Windows, Mac OS X, Active Directory, VMWare, Microsoft Office, Monarch, PACS, RIS, DICOM, HL7.

• Delivering service and support for iOS & OS X to end-users using and operating automated call distribution phone software, via remote connection or over the Internet.
• Diagnosing and resolving technical hardware and software issues involving internet connectivity, email clients (internal and external) including VPN and iCloud.
• Evaluating system potential by testing the compatibility of new iOS & OS X software with existing platforms and applications.
• Confirming program objectives and specifications by testing new applications.
• Comparing applications with established standards, and making modifications on iOS & OS X software and sometimes Windows platforms (For clients using DOS platforms).
• Take a high volume of incoming technical support calls from an internal customer for carrier updates.
• Daily data backup & recovery from iCloud, iOS & OS X services and devices.
• Interacting with customers to provide and process information in response to inquiries, concerns, and requests about the software, products and services.
• Troubleshoot over the phone ALL software & hardware error codes from iOS devices.

Associate Technical Support Engineer Resume

Summary : Associate Technical Support Engineer for Call Center domestic and international calls that services 7000+ end-users. Provide 1st/2nd Technical Support for all PC and network related issues and requests. An IT Help Desk Staff member that focuses on Customer Service and improving intra- and inter-departmental processes.

Skills : Solidworks 3D modeling and stress analysis Microsoft Office MINITAB MATLABWelding and Metal Fabrication.

• Quickly resolve Warranty, Major Account, Government, and supported Premium and Standard customer problems via the telephone, the web or AutoSupport.
• Assist secure customers spanning multiple government agencies (both foreign and domestic), quickly resolving any hardware failures or software defects.
• Research customer issues in a timely manner and follows up directly with customers on recommendations and action plans.
• Collaborate with other Technical Support Engineers who require assistance working a case.
• Utilize my background of expertise to help them in order to most quickly facilitate solutions for customers.
• Escalate cases to other more senior Technical Support Engineers and/or Escalation Engineers when the problem is too complex or falls out of specific my area of expertise.
• Leverage internal technical expertise, including higher-level engineers, knowledge base, and other internal tools, to provide the most effective solutions to customer issues.
• Focus on an area of technical specialization and attend classes, complete lab projects, and work with other Technical Support Engineers on cases that will help cultivate that expertise.

Assistant Technical Support Engineer Resume

Headline : 7+ years of experience as a Technical Support Engineer. Skilled in developing dynamic and powerful concepts that are successful at communicating the desired message in a compelling fashion. Knowledgeable regarding production restrictions and limitations of commercial print providers.

Skills : Graphic Design, Photography, Mac OS Systems, Digital Prepress, Large-format Design, Photographic Retouching, Pro Work Flow Project Management, Adobe Acrobat PDF Review, Studio Photography/Lighting, Proficient With Adobe Creative Suite CC, Detail Oriented, Copywriting, Collaborative Work Process.

• Provided phone support for professional-level clients in the installation, setup, and operation of non-linear video editing systems.
• Hardware supported includes Windows NT4, and Apple OS 9.x operating system issues, including complete system installation, disk configuration, and general troubleshooting.
• Specialized support for clients using Final Cut Pro 3, Adobe Premiere 6, FASTStudio 2.55, and Pinnacle Liquid 4.0.
• Product support lead for Impression DVD-Pro, our professional DVD authoring solution.
• Created learning materials and technical documents to provide product information to other technicians as well as the general public via the technical support web site.
• As the technical support web site administrator, updated self-help support areas with technical documentation, software updates, as well as Adobe PDF and HTML documents.
• Carried successful migrations of existing network security configurations.

Technical Support Engineer - Networking Resume

Summary : Technical Support Engineer will be responsible for the day-to-day operations of our technical support department. The Technical Support Engineer will be responsible for monitoring and troubleshooting customer issues, setting up and managing support cases, providing excellent customer service experience, and ensuring the quality of our support team.

Skills : VMWare Implementation and Support, Microsoft Office Suite, Excellent Analytical, Organizational, and Team Management Skills.

• Maintain full responsibility for Information Technology network and technical support activities in a multi-platform 24x7 operation including Microsoft, UNIX, and Oracle.
• Proficiently perform diagnostics, testing, and troubleshooting for hardware, networking devices, and software applications.
• Migrated SAN storage from EMC Clariion CX700 to EMC CX4-120, managed zoning fiber switches, new server cabling, and allocating storage.
• Handled day-to-day back-up schedules to disk and tape storage.
• Member of the Oracle DBA team that was responsible for install and support of over 30 client databases.
• Implemented migration from Exchange 2000 mail system to Business Mail and managed e-mail operations for 50+ company e-mail accounts.
• Directly responsible for installing server operating systems on Windows and Linux platforms and for implementing server and workstation security patches quarterly.
• Provided exceptional customer support and service while developing relationships to earn end-user loyalty through educating and training them. 
• Implementation of security configurations in small scale and medium scale network infrastructures.

Senior Technical Support Engineer Resume

Summary : Results-driven Technical Support Engineer with extensive experience configuring and maintaining network management tools in large enterprise environments. Hands-on technical software specialist with a proven track record for building test environments, troubleshooting complex issues, reducing defects and improving overall efficiency and productivity.

Skills : Citrix XenApp/XenDesktop, Vmware, Microsoft Office, Windows Server 2012, Windows Server 2008, Hardware, Desktop Support.

• Work closely with large enterprise customers to reduce network outages, automate and control their network.
• Act as a prime communication interface and point of contact to customers by providing technical support for a set of network management tools.
• Help troubleshoot network issues and resolve them quickly as part of the weekend rotation engineering response team.
• Perform advanced analysis of infrastructure and business events by collecting and analyzing traces, logs, configuration files and dumps needed to resolve problems.
• Deliver educational training to peers, team members, and customers through the publication of technical papers, videos, and presentations.
• Support high-security setups for financial institutions and lab management requirements to sustain an audit-ready posture at all times.
• Engage in quality reviews and beta testing of new network management tools.
• Assisted datacenter operations to setup and configure the set of network management tools.

Tier III Technical Support Engineer Resume

Summary : A dedicated IS/IT Professional, having excellent communication skills and a positive attitude, with 10 years of experience as a Technical Support Engineer, Seeking lasting employment in a positive atmosphere that will be challenging, as well as rewarding.

Skills : NetApp Technical Support Engineer Secure Accounts, Logistics Management Secure Accounts.

• Serve as factory product technical expert encompassing hardware disciplines of electronic, electrical, mechanical, and computer automated manufacturing systems.
• Effectively manage installation and ongoing field activities at the largest key account.
• Remotely coordinate on-site recovery efforts for down MOCVD semiconductor equipment by working closely with a cross-functional team of engineers.
• Participate in and implement redesigned corrective actions by working closely with a cross-functional team of engineers.
• Collect and organize data for, and participate in 8D engineering investigations geared towards finding the root cause of complex engineering problems.
• Perform troubleshooting and testing related to root cause investigations in the R&D laboratory.
• Plan and direct field retrofit preventative and corrective actions across the global equipment installation base.
• Establish criteria for and write installation, maintenance, field modification and adjustment procedures for both internal and customer use.

Objective : Over 5 years of experience as a Technical Support Engineer, is now seeking to be employed in a position that suits my qualifications for Global competitiveness and advancement.

Skills : Telephone Installation and Maintenance, Driving, Sketching, And Listening.

• Respond to gateway performance contingencies to maintain the gateway in a normal condition and perform troubleshooting if required.
• Strictly follow gateway problem handling and reporting techniques.
• Performed all activities specified in the Daily Activity Plan unless precluded by gateway equipment failure or health conditions.
• Monitor hardware and operation status of all Gateway Equipment (Servers, Head-end, and RF Equipment) and ensures that they are always Up and Online.
• Respond accordingly to any major alarms as shown in the System Monitoring (SYSMON) software.
• Ensure that the entire Gateway network is available and always up and perform immediate notification to customers for unexpected downtimes.
• Prepare necessary advisory to customers during planned downtimes (Equipment Maintenance or Troubleshooting, Preventive Maintenance).
• Create job order accordingly, as per requested by specific Service Provider (SP), primarily for installation purposes.
• Provide real-time troubleshooting support to field technicians during encountered installation problems.

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Resume Worded   |  Career Strategy

Technical support resume summary examples.

Approved by hiring managers, here are proven resume summary examples you can use on your Technical Support resume. Learn what real hiring managers want to see on your resume, and when to use which.

• Technical Support
• Entry-Level Technical Support Representative
• IT Helpdesk Specialist
• IT Support Engineer
• Senior Technical Support Analyst
• Technical Support Consultant
• Technical Support Manager
• Tier 2 Technical Support Specialist
• Technical Support resume templates
• Similar summary examples

Technical Support Resume Summary Example

Identify your role.

By stating your job title upfront, like 'Technical Support Specialist', you immediately establish your professional identity. This is particularly useful for ATS systems which often use job titles as keywords to screen resumes.

Highlight your skills

In this context, mentioning 'efficient troubleshooting protocols' is brilliant. It not only showcases a specific skill but implies an ability to innovate and streamline in a tech support role.

Use quantitative achievements

It is always beneficial to quantify your achievements. A '30% decrease in ticket resolution time' is a clear indicator of your productivity and efficiency.

Speak about your innovations

By mentioning your initiatives like 'integration of AI chatbot technology', you're showcasing your adaptability to new tech trends, which is highly valued in the tech industry.

Entry-Level Technical Support Representative Resume Summary Example

Mention your qualifications.

Stating your qualifications like 'CompTIA A+ certification', especially for entry-level roles, highlights your preparedness for the job. It also helps with ATS scanning.

Highlight your performance

'Resolving 95% of customer queries within the first call' is an excellent way of showcasing your efficiency and customer service skills.

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IT Helpdesk Specialist Resume Summary Example

Mention your contribution.

A 'knowledge base' indicates your commitment to building resources that improve efficiency and customer service.

Demonstrate your solution-oriented approach

'Introduced a ticketing system' shows you are proactive, solution-oriented and focused on process improvement.

IT Support Engineer Resume Summary Example

Illustrate your technical proficiency.

'Implementing cloud-based solutions' shows your technical skills and your ability to leverage modern technology to cut costs.

Talk about proactive strategies

A 'comprehensive disaster recovery plan' shows your foresight, strategic thinking and your ability to ensure business continuity in crisis.

Senior Technical Support Analyst Resume Summary Example

Quantify your achievements.

The phrase 'reducing system downtime by 40%' is a strong metric that indicates your effectiveness and impact on business operations.

Demonstrate leadership

A 'cross-functional team' implies you have experience leading diverse teams, which can be a great addition to your resume, especially for senior roles.

Technical Support Consultant Resume Summary Example

Showcasing custom solutions.

When you mention 'delivering custom solutions', you're essentially broadcasting your ability to assess unique issues and respond with tailored resolutions. It's not just about fixing problems, but doing so in a way that's specific to the client's needs and/or constraints. This flexibility and adaptability are highly valued in a Technical Support Consultant role.

Highlighting Technological Implementation

Speaking about 'remote desktop technology' highlights your ability to handle and implement cutting-edge technology. It shows that you're not just keeping up with tech trends, but actively utilizing them to increase efficiency. This kind of forward-thinking approach is a powerful asset in the tech industry.

Technical Support Manager Resume Summary Example

Showcase your management skills.

'Building high-performing global teams' speaks volumes about your leadership ability and your capacity to manage across different time-zones and cultures.

Highlight your analytical skills

'Use of data analytics' underlines your analytical skills and your ability to use data to improve system efficiency and prevent failures.

Tier 2 Technical Support Specialist Resume Summary Example

Illustrating problem-solving skills.

Describing how you've 'resolved complex technical issues' is a direct testament to your problem-solving abilities. It's not just about putting out fires, but handling large-scale, complex problems that affect entire networks. This speaks volumes about your ability to manage and mitigate serious technical challenges.

Emphasizing Technological Expertise

Mentioning 'virtualization technology' indicates you're on top of current tech trends and have the skills to use these technologies to optimize operations. This not only shows your expertise, but also paints a picture of you as an innovator who's capable of tackling issues in untraditional ways to improve performance.

Technical Support Resume Templates

Cloud engineer.

Desktop Support

IT Specialist

Engineering Resume Summary Examples

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Engineering Resume Objective Examples

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• > Quality Engineer Objective Examples
• > Scrum Master Objective Examples
• > Software Developer Objective Examples
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• > Web Developer Objective Examples

Engineering Resume Guides

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Top 18 Technical Support Resume Objective Examples

Updated July 17, 2023 14 min read

A resume objective for a technical support position is a concise statement that summarizes your professional goals, qualifications, and skills. It should be tailored to the job you are applying for, so it’s important to focus on the most relevant information that makes you stand out from other applicants. When writing a resume objective for a technical support position, focus on your knowledge and experience in troubleshooting hardware and software issues as well as customer service-related tasks. Additionally, highlight any certifications or training courses related to technical support that you may have completed. Examples of effective resume objectives include: “Seeking a technical support position at XYZ Company where I can utilize my knowledge of hardware/software installation and troubleshooting to help customers” or “Experienced Technical Support Specialist looking to join ABC Corporation and apply my expertise in customer service and problem-solving to provide high-quality solutions.”

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Top 18 Technical Support Resume Objective Samples

• To obtain a Technical Support position utilizing strong problem-solving and customer service skills.
• To secure a challenging position in the technical support field, where I can utilize my knowledge and experience to provide quality customer service.
• Seeking an opportunity to work as a Technical Support professional in a reputed organization.
• Looking for an opportunity to work as a Technical Support Representative in a growing organization that values hard work and dedication.
• To obtain a position as a Technical Support Representative where my technical expertise and customer service skills can be utilized effectively.
• Seeking an entry-level position in the technical support field to gain experience and knowledge of the industry.
• To use my excellent communication, organizational, and problem-solving skills in the role of Technical Support Representative.
• To apply my technical knowledge and customer service skills as part of an effective team providing technical support services.
• Searching for an opportunity to join an established organization as a Technical Support Representative, where I can contribute with my expertise in IT systems.
• Aiming to join a company as a Technical Support Engineer, leveraging exceptional troubleshooting abilities and commitment towards quality customer service delivery.
• Seeking an entry-level job in the field of technical support where I can learn more about the industry while contributing with my current skill set.
• Looking for an opportunity to work as part of the technical support team at XYZ Company, utilizing my excellent communication abilities and problem-solving skills.
• Seeking employment with XYZ Company as a Technical Support Engineer, offering extensive experience working with clients on various IT systems issues.
• Desiring for an opportunity to join ABC Company’s technical support team, bringing strong analytical thinking capabilities along with excellent interpersonal skills.
• Applying for the position of Technical Support Representative at ABC Company, offering solid understanding of computer hardware/software systems along with proficient troubleshooting abilities.
• Aspiring to join XYZ Company’s technical support team, offering vast experience working on different types of IT systems issues while providing superior customer service experiences.
• Eagerly seeking employment with ABC Company as a Technical Support Engineer; bringing excellent problem-solving capabilities along with strong communication skills to ensure timely resolution of client issues.
• Searching for an entry-level position within ABC Company’s technical support team; offering superior organizational abilities along with sound knowledge of computer hardware/software systems maintenance/troubleshooting processes

How to Write a Technical Support Resume Objective

Writing a technical support resume objective is an important part of creating a successful resume. A well-crafted objective statement can help you stand out from other applicants and give potential employers a good first impression.

When writing your technical support resume objective, it’s important to consider what qualities the employer is looking for in a candidate. You should focus on your strengths, such as problem solving abilities, customer service skills, and knowledge of software or hardware systems.

Begin by stating your professional goal in the form of a clear, concise sentence. For example, “To utilize my expertise in computer science and customer service to provide comprehensive technical support to clients.” This will give potential employers an immediate impression of your qualifications and the value you can bring to their organization.

Next, mention any certifications or qualifications that you have obtained or are working towards obtaining. This could include experience with specific software packages or hardware systems. Doing so will demonstrate to potential employers that you have the necessary skillset they are seeking in a technical support specialist.

Finally, list any additional experience or accomplishments that you feel make you a strong candidate for the position. This could include previous customer service roles, internships, volunteer work, or any awards or recognition received related to technology-based positions. Employers want candidates who can bring something unique to their team and this is an excellent way to showcase your achievements in the field of technology support services.

By following these tips when crafting your technical support resume objective statement, you will be better equipped to make an impact on potential employers and land the job of your dreams!

Related : What does a Technical Support do?

Key Skills to Highlight in Your Technical Support Resume Objective

The objective section of your technical support resume is a crucial component that can make or break your chances of landing the job. This section allows you to showcase your key skills and how they align with the job requirements, making you an ideal candidate for the position. In this highly competitive field, it's essential to highlight specific skills that set you apart from other applicants. The following guide will provide insights into which key skills are most valuable in a technical support role and how best to present them in your resume objective.

1. Troubleshooting

Troubleshooting is a crucial skill for a Technical Support role because it involves identifying, analyzing and solving hardware or software issues. This skill showcases the ability to diagnose problems, find solutions and implement them effectively. It's essential in ensuring smooth operations, minimizing downtime, and improving user experience. Including this skill in a resume objective demonstrates critical thinking, problem-solving abilities and technical expertise, making the candidate more appealing to potential employers.

2. Networking

A technical support professional often deals with network-related issues such as connectivity problems, network configuration, and troubleshooting. Having networking skills means they can efficiently identify and resolve these issues, ensuring smooth business operations. This skill is crucial for a resume objective as it directly aligns with the job responsibilities and showcases the candidate's ability to handle key tasks effectively. It also demonstrates their knowledge in a critical area of technology, making them a valuable asset to potential employers.

3. SQL proficiency

A Technical Support professional often needs to interact with databases for troubleshooting, data management and analysis. SQL proficiency allows them to effectively query, manipulate, and manage the data, leading to quicker problem resolution. This skill is crucial in diagnifying and resolving technical issues related to database systems, enhancing customer satisfaction and operational efficiency.

4. Linux administration

A technical support professional is often required to troubleshoot and resolve issues related to various operating systems, including Linux. Having a strong understanding of Linux administration allows the individual to effectively manage, configure, and update Linux systems as needed. This skill also enables the professional to optimize system performance, ensure data security, and maintain system stability. Therefore, mentioning this skill in a resume objective can demonstrate a candidate's proficiency in managing complex technical issues and their ability to provide high-quality support for Linux-based systems.

5. Windows Server management

A technical support professional is often required to manage, troubleshoot, and maintain Windows servers. This skill is crucial for ensuring the smooth operation of a company's IT infrastructure. Having this skill on a resume objective demonstrates the candidate's ability to handle server-related issues, improve system performance, and ensure data security - all of which are critical for the role.

6. Python scripting

Python scripting is a crucial skill for a technical support role as it allows the professional to automate repetitive tasks, troubleshoot and solve problems more efficiently. It also enables them to create scripts that can analyze data, generate reports, or manage system resources which could be essential in providing effective technical support. Python is widely used due to its simplicity and versatility, making it a valuable skill for those seeking roles in technical support.

7. Cloud computing (AWS, Azure)

Cloud computing skills are essential for a technical support role as they demonstrate the ability to manage and support cloud-based applications and systems. This includes troubleshooting issues, optimizing performance, and ensuring security protocols are followed. As more businesses migrate their operations to the cloud, expertise in platforms like AWS and Azure becomes increasingly valuable. Including this skill in a resume objective shows potential employers that you are equipped with the knowledge to handle cloud-related tasks and challenges.

8. Virtualization (VMware, Hyper-V)

Virtualization is a crucial skill for a Technical Support role as it involves creating a virtual version of a device or resource, such as a server, storage device, network or even an operating system. This allows for more efficient utilization of resources, easier scalability, and quicker disaster recovery. Having experience with specific virtualization software like VMware or Hyper-V shows that the candidate has hands-on experience in managing and troubleshooting virtual environments. This can be particularly useful in roles where the support of virtual infrastructure is required. Therefore, mentioning this skill in a resume objective can make the candidate stand out to potential employers looking for experienced technical support professionals.

9. Cybersecurity expertise

In the role of Technical Support, cybersecurity expertise is crucial as it involves safeguarding the organization's computer networks and systems. It is needed to plan and implement security measures to protect sensitive information from cyber attacks. This skill shows potential employers that you are capable of identifying vulnerabilities, handling security incidents, and ensuring data integrity within their IT infrastructure. Including this skill in your resume objective can demonstrate your ability to effectively manage and mitigate potential cyber threats, which is a key responsibility in technical support roles.

10. Hardware diagnostics

Having the skill of hardware diagnostics is crucial for a technical support role as it involves troubleshooting and resolving issues related to computer hardware. This includes diagnosing problems, replacing faulty parts, and ensuring systems are functioning correctly. This skill shows potential employers that you are capable of identifying and fixing hardware issues, which is essential in maintaining the smooth operation of an organization's IT infrastructure.

In conclusion, the objective section of your technical support resume is a critical component that can significantly influence an employer's first impression. It should succinctly highlight your key skills and demonstrate how they align with the job requirements. Remember, this section is not just about listing skills but strategically showcasing them in a way that presents you as the best candidate for the role. Crafting a compelling objective requires careful thought and effort, but it can greatly enhance your chances of landing that coveted technical support position.

Related : Technical Support Agent Skills: Definition and Examples

Common Mistakes When Writing a Technical Support Resume Objective

A technical support resume objective is a key component of any successful technical support resume. It provides employers with the necessary information to evaluate your candidacy for the position. Unfortunately, many job seekers make common mistakes when writing their resume objectives that can limit their chances of getting an interview. By avoiding these mistakes, you can create an effective and professional resume objective that will help you stand out from other applicants.

One of the most common mistakes made when writing a technical support resume objective is being too general and not focusing on specifics. Your objective should be tailored to the specific job you are applying for and should include skills or qualifications that make you uniquely qualified for the position. Generic statements such as “Seeking a challenging position in technical support” provide little value to potential employers and do not demonstrate how your particular skillset makes you suitable for the job.

Another mistake that is often made is including irrelevant information in the resume objective. A resume objective should focus exclusively on why you are an ideal candidate for the position; it is not necessary to include personal interests or hobbies unless they directly relate to the job requirements. Additionally, avoid using overly long sentences or complex language; instead, keep your language concise and easy to understand.

Finally, another mistake made by many job seekers is failing to back up their claims with evidence in their resumes objectives. Employers want to see tangible examples of how your past experience has prepared you for this role; therefore, it’s important to provide concrete details about your accomplishments in previous roles and how they relate to this current position. This helps show employers that you have relevant experience and knowledge needed for success in a technical support role.

By avoiding these common mistakes when writing your technical support resume objectives, you will be able to craft an effective statement that will help convince potential employers of your suitability for the role. With a well-written objective, you can increase your chances of getting an interview and ultimately landing a job in technical support!

Related : Technical Support Resume Examples

A right resume objective for a technical support role should demonstrate the candidate's technical skills and experience, while a wrong resume objective might focus more on what the candidate hopes to gain from the position.

Editorial staff

Brenna Goyette

Brenna is a certified professional resume writer, career expert, and the content manager of the ResumeCat team. She has a background in corporate recruiting and human resources and has been writing resumes for over 10 years. Brenna has experience in recruiting for tech, finance, and marketing roles and has a passion for helping people find their dream jobs. She creates expert resources to help job seekers write the best resumes and cover letters, land the job, and succeed in the workplace.

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