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3 Technical Support Specialist Resume Examples for 2024

Technical Support Specialist Resume

Professional technical support specialist resume, formal technical support specialist resume.

• Technical Support Specialist Resume Writing 101

As a technical support specialist, you’ve refined your ability to decode complex technical problems and present them in simple terms. Thanks to your work, everyday users are able to navigate the complex waters of technology with ease. 

Leveraging your deep technical knowledge to provide users with a frustration-free experience is a highly sought-after skill. However, you’ll still need to write an effective resume to beat the competition.

Don’t worry—we’re here to help. With our technical support specialist resume examples and cover letter writing tips, you’re one successful interview away from a job!

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Related resume examples

• IT specialist
• IT director
• Entry-level IT
• IT professional

What Matters Most: Your IT Expertise & Customer Service Background

You’re a pro with various tech support tools, be it TeamViewer or Zendesk, and that proficiency helps you get through each workday. Thanks to your confidence in various software and hardware, end users walk away happy with their problems all fixed. Use this part of your resume to emphasize that.

For maximum effect, stick to listing your technical skills and software proficiencies in this section, with an emphasis on those that enhance your productivity, such as Jira Service Desk. 

Talk about your network troubleshooting expertise and your knowledge of security protocols. If you specialize in a certain niche of tech support, such as cloud systems or virtualization, make sure to highlight it.

9 best technical support specialist skills

• Active Directory
• Norton/McAfee

Sample technical support specialist work experience bullet points

You’ve resolved countless tech issues, led cybersecurity training initiatives, and oversaw countless software installations. Let’s not forget that you did all this while maintaining high user satisfaction and system efficiency scores!

To make the most of your expertise, don’t just list off your daily responsibilities—focus on your greatest achievements where your work made a tangible impact on the end user, or even the company as a whole. Throw in some metrics to make your experience stand out even more.

Discuss your high first-call resolution rates with TeamViewer, the decrease in ticket response times your Jira prioritization overhaul led to, and routines or systems you implemented that boosted overall uptime or efficiency.  Here are a few samples:

• Analyzed network performance using Wireshark to identify and resolve network latency issues, resulting in a 22% improvement in overall network efficiency
• Improved network uptimes by 23% using Kubernetes to ease peak load and dedicated servers
• Managed software installations across 450+ workstations, resulting in an 18% increase in system efficiency
• Collaborated on a network overhaul using Cisco IOS, improving connectivity speeds by 26%

Top 5 Tips for Your Technical Support Specialist Resume

• When you list your technical skills and work experience , make sure to get into the specific software applications and tools you’re familiar with. For instance, discuss which remote desktop tools, helpdesk software, or ticketing systems you used to achieve your goals.
• Your job hinges on your ability to troubleshoot and resolve issues with network and computer systems. Talk about times when you’ve combined your technical skills with creative problem-solving to resolve complex issues that seemingly had no straightforward fix.
• Show that you’re proficient in offering support across various operating systems by listing those you’re familiar with, be it Windows, Linux, or macOS. Take this a step further in your work experience bullet points by showcasing any specialized troubleshooting you’ve done for these systems.
• Technical support often involves assisting end users, so showing your excellent customer service can help stand out. Describe instances where you went above and beyond to ensure customer satisfaction, and support your claims with your high client satisfaction metrics.
• Creating and maintaining high-quality technical documentation is a less exciting but crucial part of the job. Dive into the documentation you’ve maintained, making sure to highlight how it improved knowledge sharing and issue resolution within your team or company.

Absolutely! If you hold relevant certifications such as CompTIA A+, ITIL, or HDI, they’re always worthy of a mention. They’re rarely mandatory, but they help demonstrate your commitment to technology and customer support.

Demonstrate your ability to adapt to evolving industry trends and learn new technologies. For example, talk about how you studied VPN systems to support your company’s transition to remote work, boosting overall employee efficiency. 

Carefully study the job description for each role, making note of the skills it emphasizes. Include all the skills it mentions that you’re confident with, and then add any other tools, platforms, or toolkits that you’re well versed in while keeping it under 9 or 10 skills.

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How to write a tech support resume?

[ Click here to directly go to the complete tech support resume sample ]

Here is the latest 2021 guide on tech support resume to help you grab the opportunity of getting your dream tech job.

"When you stop chasing the wrong things, you give the right things a chance to catch you." -Lolly Daskal

Many people tend to miss out on a great career opportunity just because they fail to stand out as a suitable professional they really are.

Make the smart choice by creating a professional resume that highlights your core skills and communicates your true potential.

Before we begin, take a look at our technical support resume template to get an idea of what an ideal resume should look like:

• Softwares: TOPdesk, ServiceNow, Spiceworks, Jira Service Desk
• Operating Systems: MS Windows, Linux, MS Office
• Dispensed regular maintenance to existing hardware components and troubleshot systems & applications
• Rendered assistance to the 100+ in-house employees & 10+ clients on technology-related issues
• Solved 95% problems without the involvement of the IT head
• Replaced damaged/malfunctioned hardware & ordered new parts when necessary to improve productivity by 20%
• Generated reports on the status of all hardware & software in the company and maintained the IT inventory
• Conducted research & delivered cost analysis data when upgrading or purchasing new hardware, software or equipment
• Oversaw organization’s data and maintained, backed up and secured databases , and restored files with 100% accuracy
• Implemented & assisted 100+ in-house employees on the roll-out of new applications & operating systems
• Trained & onboarded 5+ junior tech support technicians on hardware & software components
• Set up profiles, emails, and issued access passes for ~30 new employees and assisted on password-related glitches
• Played a crucial role in running security checks & conducting electrical safety tests on 100+ systems
• Provided computer support to 50+ in-house employees, 10+ freelance workers, and 5+ clients
• Maintained & monitored the company's computer services (hardware & software) and equipment , which included,
• Troubleshooting to detect & solve technical problems, installing & updating the hardware and software
• Recommending computer products or equipment through market research to improve the company's productivity
• GPA: 4.0/5.0
• Microsoft Technology Associate (MTA) Certification | Microsoft | Feb '18

Here is a summary of our Tech Support Resume 2023 Blog:

• Make your resume stand out amongst any other applicant by labeling your resume header with your name. Doing this will make it easier for the recruiters to track your resume.
• Provide an accurate profile title that defines your professional status and level of expertise in your field of work.
• Avoid irrelevant personal information in your technical support resume unless explicitly asked for.
• Give an overview of your resume by highlighting your career achievements through a suitable resume summary or objective.

Start making the right choices and learn how to create a job-winning resume that can help you climb the ladder of your career.

By the end of this blog, you will learn:

• What to write in your technical support resume and how to write it professionally?
• How to describe and highlight your experience on a technical support engineer resume?
• How to write summary for an impeccable job-winning, ATS-targeted resume for technical support from scratch?
• How to write an objective for entry level technical support resume?
• How to effectively optimize your technical support skills resume and make them stand out.?

. . . All so you can get the job that you want!

Hiration's Online Resume Builder is the best resume builder to help you write a job-winning technical support resume for a hassle-free experience.

Our Online Resume Builder is a huge collection of awesome resume examples and a complete technical support resume template that will blow your mind!

Simply fill the details and your perfect resume is good to go.

Here is a list of all that you will learn about resume-writing in this blog:

What is a Tech Support Resume & why do you need it?

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While applying for a job you need to go through certain things that can help you communicate your professional skills to the recruiters. So the best means is through a well-framed resume that highlights your professional potential.

To pick the most suitable applicants, most recruiters make use of the ATS (Applicant Tracking System) as it can help them filter through hundreds and thousands of resumes at once.

Make sure to curate a technical support resume that is ATS friendly as it can get your IT support resume on the radar of the recruiters by ranking high on the ATS.

Simply use the keywords used by the recruiters in the job listing and raise your chances of being shortlisted by the recruiters for the targeted job.

Acquire more information about resume writing by going through Hiration's do's and dont's for your resume .

While you are here, get your existing resume professionally reviewed by Hiration’s Resume Review Service.

How to write your Tech Support Resume

The three stages of resume writing that can help you curate the perfect resume is discussed below:

• Stage 1: Master Tech Support Resume
• Stage 2: First Draft of Tech Support Resume
• Stage 3: Final Draft of Tech Support Resume

Master Tech Support Resume

Always start by drafting a master folder of your particulars and pieces of information that need to be highlighted in your technical support resume.

List down all the details of your work experience, educational qualifications, certifications, internship, etc. in a single folder.

Doing so can make it easier for framing your IT support resume as it would be easier to pick any required details from a single place instead of trying to gather scattered pieces of information.

This folder can be used for framing your current resume as well as for any future updates so make sure that you list down every point even if they may not be current,y required.

First Draft of Tech Support Resume

In the stage of resume writing, you need to compose the following sections:

• Personal Information
• Profile Title
• Professional Experience
• Certifications (if any)
• Awards & Recognition (if any)
• Additional Information (if any)

Final Draft of Tech Support Resume

In the final stage of writing your technical support engineer resume, you need to compose the following two sections:

Key Skills : Look through your work experience section and select the core skills that have been justified. Highlight the skills on a separate section under the heading "key skills". Frame this section as the last second step of resume writing.

Summary/Objective : Give an overview of your resume by composing a resume summary if you have more than 3 years of work experience. Compose a resume objective if you have no or fewer than 3 years of work experience. Compose this section as the last stage of resume writing.

Tech Support Resume Sections

There are distinct sections in a software technical support resume and every section highlights the specific aspect that can make the recruiters give you the required shortlist.

Given below are the traditional sections that you should include in a resume for tech support:

• Summary/Objective

The following sections are the optional section that can be framed to enhance the standard sections:

• Awards & Recognitions (if any)

To relish more about resume sections go to Hiration's 2023 Guide to sections in a resume .

Besides, you can use Hiration’s Online Resume Builder to curate an IT support resume that can help you land the job of your dreams.

Tech Support Resume: Professional Experience

Having professional experience can give you a higher chance of being shortlisted by the recruiters.

Make sure to highlight your work experience by implementing the following factors in your tech support engineer resume to communicate your professional potential to the recruiters:

STAR Format

• Frame Points

Bucketing & Bolding

STAR format helps you compose result-oriented sentences that describe your roles and responsibilities as a professional.

STAR stands for the following points:

• S stands for the situation /backdrop/conditions of your contributions.
• T stands for the actual** task** that was entrusted to you as a part of your job.
• A stands for the action and strategy you used to carry out the assigned task.
• R stands for the end result or aftermath of your action in the form of an achievement figure.

Framing Points

Compare the below given technical support resume examples, to understand the importance of framing points and learn how to implement them in your points:

Tech Support Resume Example 1

"Dispensed weekly maintenance for existing hardware components, conducted routine troubleshoot systems and applications. Actively rendered assistance to 50+ in-house employees and 5+ clients on any technology-related issues. Replaced damaged or malfunctioned hardware parts whenever necessary to improve productivity by 15%. Generated accurate reports for all hardware and software issues in the company and efficiently maintained the existing IT inventory. Conducted research and delivered cost analysis data when upgrading new software or hardware or any required equipment."

Tech Support Resume Example 2

Dispensed weekly maintenance for existing hardware components, troubleshot systems, and applications Rendered assistance to 50+ in-house employees and 5+ clients on technology-related issues Replaced damaged or malfunctioned hardware parts when necessary to improve 15% productivity Generated reports for all hardware/software issues in the company and maintained the IT inventory Conducted research & delivered cost analysis data when upgrading new software/hardware or equipment

Framing Points: Analysis

From the technical support resume examples, we can see that it is easier to read the points that have been framed (example 2) as compared to the paragraph (example 1).

Frame every point by using bullet points as it can make your statements clear to read and understand.

Try to avoid writing a lengthy paragraph to describe your work experience because it may fail to effectively communicate your professional experience.

Always stick to framing one-liners to write effective statements to describe your work experience.

Bucketing and bolding can help you curate your professional experience in the most effective manner.

Look at the below-given technical support resume examples, and learn how to apply bucketing and bolding in your IT support resume:

System & Application Troubleshooting Dispensed weekly maintenance for existing hardware components, troubleshot systems, and applications Rendered assistance to 50+ in-house employees and 5+ clients on technology-related issues Software & Hardware Maintenance Replaced damaged or malfunctioned hardware parts when necessary to improve 15% productivity Generated reports for all hardware/software issues in the company and maintained the IT inventory Conducted research & delivered cost analysis data when upgrading new software/hardware or equipment

Bucketing & Bolding: Analysis

Both the technical support resume examples are narrating the same points but using bucketing and bolding (example 2) in your points is more effective as compared to framing points alone (example 1).

Simply generate unique headings and list down all the similar points under the fitting buckets. After that, bold the highlight of your career in every one-liner.

Doing so can make it easier for you to organize your one-liners while also making it easier for the recruiters to read and comprehend your points.

To learn more about this segment and how to perfect it, read Hiration's Blog on how to compose the work experience in your resume .

Here is a tech support resume sample showcasing what an ideal professional experience section looks like:

Tech Support Resume: Key Skills

The key skills section can make you rank high on the ATS while effectively help in making the recruiters recognize your professional skills.

Go through your professional experience section and pick all your core skills and highlight them in the key skills section.

Try to use keywords that have been used by the recruiters in the job listing as it can help you rank high on the ATS which can take you a step closer to your dream job.

Always remember that every skill you mention should be justified in your work statements.

Read Hiration's Guide: Skills to put on a resume to get a better perception of how to efficiently curate this section.

The below-given tech support resume sample is showcasing what an ideal key skills section looks like in a resume for tech support:

Tech Support Resume Summary

Since the recruiter does not have the luxury of time to go through each and every resume in detail, an overview of your technical support resume should be provided.

Follow the below-given guidelines to write a suitable technical support resume summary:

• Write your summary at the end which makes it easy to decide what to put in your resume summary.
• Collect the highlights of your career from the work experience segment.
• Try to include the keywords that the recruiter has used in the job listing
• Do not write a technical support resume summary that exceeds 4 lines.
• Write a resume summary if you have work experience of over 3 years.

Read Hiration's 2023 Resume Summary Guide to learn how to write an impactful summary for resumes.

Attached below is a tech support resume sample showcasing the ideal technical support resume summary:

In the meanwhile, make resume-writing an easy affair with Hiration's Online Resume Builder now!

Tech Support Resume Objective

You should write a technical support resume objective if you belong to any of the below-given categories:

• you have zero work experience.
• you have very less work experience of fewer than 3 years.
• you are a fresh graduate writing an entry-level resume.

Avoid listing down all that you are expecting, instead, disclose the value you can deliver in your next organization.

The role of your technical support resume objective is to sell your skills as a professional and to convince the recruiter that you are what they're looking for.

Read Hiration's Guide on Resume Objectives to learn the art of framing an impeccable technical support resume objective.

Tech Support Resume: Header

The header of your IT support resume can help the recruiters keep an easy track of your resume so make sure to follow the given points to frame the perfect header:

• This ought to be written in the top part of your resume.
• The header of your resume should be noted in the largest font size.
• This should be listed in 16-20 font size .
• Leave a single space between your first name and last name.
• If you have a middle name add the initial of your middle name followed by a period and place it between your first and last name.
• Example: Seth Angelo Godin should be written as Seth A. Godin.

Read Hiration’s Guide on Resume Header to learn the art of framing the perfect header for your technical support resume.

Given below is a snapshot of a technical support resume template showcasing an ideal header:

Tech Support Resume: Personal Information

Here is what an ideal personal information section should contain:

Contact Number

Email Address

Current Location

Hiration Protip : Depending on the country you're targeting, go through the resume requirements around personal information, and update it accordingly.

You need to provide your contact number in your technical support engineer resume for the recruiters to get in touch with you or they may even want to interview you over the phone.

The correct way for noting down your mobile number is documented below:

• Use your country’s ISD code as a prefix before your phone number
• Put a plus sign (+) before the ISD code
• Eg: +1 (642) 215 9211

Another convenient means of communication is through email and you need to make sure that you provide only the official email address that has your real name.

Example: [email protected] or [email protected]

Strictly avoid giving out email addresses that have fancy names because the recruiters may consider you as unprofessional.

Example: [email protected] or [email protected]

Avoid mentioning unnecessary details like your house number, street number, and your locality name.

If you are considering a job in your own country, simply write the city and state of your residence. But in case you are looking for a job in some other country, just mention your city and country of residence.

Read Hiration's 2023 Guide to composing your contact information to get a better sense of this section.

To perceive what an ideal personal information section should ideally look like, take a look at the resume sample below:

Use our Online Resume Builder to put together a perfectly fashioned technical support advisor resume.

Tech Support Resume: Profile Title

Profile titles are the testimonial of the level of your professional status in a technical support resume.

It conveys the following facts to the recruiter.

• Your current designation.
• Your functional industry.
• Your level of seniority in your line of work.

Write it in the second-largest text in your IT support resume after your resume header ideally in the range of 14-16 font size.

Exaggerating your profile title will pass off as lying in your tech support engineer resume so make sure that you provide only the accurate profile title.

Look at our technical support resume sample to get a better insight of how an ideal profile title is framed:

In the meanwhile, make use of our AI-powered Resume Review Service to get an in-depth and analysis of your technical support engineer resume within minutes of uploading it on our tool!

Tech Support Resume: Education

The education section of your technical support resume should ideally consist of the details of the following:

• School/university you have attended.
• Courses you have pursued.
• Location of your school/university.
• Enrollment and graduation dates in the month & year format.

Refer to Hiration's Guide on Education Section to read a detailed guide on how to correctly curate the education section.

Here is a technical support resume sample showcasing the ideal education section for your tech support engineer resume:

Tech Support Resume: Certifications

To be a certified professional can give you better chances of being shortlisted as a suitable applicant for the targeted job profile.

The certification segment of your technical support resume presents the following details:

• Certification course name.
• Institute of affiliation.
• Location of the institute of affiliation.
• Enrollment and completion date of the course in the month & year format.

Read Hiration's Guide on the certifications section to get a better understanding of this section.

Refer to the technical support resume sample demonstrating the ideal certifications section for your resume:

In the meanwhile, take your future into your hands by giving yourself the best shot at getting shortlisted by composing your resume with our professionally designed Online Resume Builder .

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• Conversion Scope
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• Resume Formatting (font, margins, the order of sections, etc.)

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Online Resume Builder for your Tech Support Resume

Here is a list of the resources that come with our Online Resume Builder:

• A sharable link
• Option to save unlimited resumes
• 25+ resume designs
• Unlimited PDF downloads
• 100+ resume templates
• 1-click design change
• Live resume editor
• Full rich-text editor

Be our guest and to go to our Online Resume Builder and make use of the pre-filled templates and replace them with your details as per your requirement.

Key Takeaways

• Always write your name as the header of your resume to make it easy for the recruiters to track your resume.
• Provide your contact details only as per the requirements of the hiring guidelines and avoid unnecessary mentioning of personal details.
• Use bullet points to frame every one-liner to describe your work experience.
• Create buckets to list down all the similar points in your resume and bold the highlight of your career.
• Use the keywords mentioned in the job listing by the recruiters to rank high on the ATS.
• Give only the accurate profile title to assure the recruiters about the level of your professional status.

Now that we have reached the end of this blog, make use of all the technical support resume examples and tips that we have listed in this blog as it can help you in writing a great resume.

Browse our resume writing blog to uncover more resume help guides for different profiles in different industries.

Go to Hiration resume builder and create a professional resume for yourself. Additionally, reach out to us at [email protected] and you can get 24/7 professional assistance with all your job & career-related queries.

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3 Technical Support Resume Examples to Land You a Role in 2023

Technical Supports are masters at troubleshooting and providing solutions that meet the needs of their users. As a Technical Support, your resume should mirror your problem-solving skills, demonstrating your ability to identify issues and implement effective solutions. Just like a well-functioning system, your resume should be clear, efficient, and user-friendly. In this guide, we'll explore 3 examples of Technical Support resumes that effectively showcase these qualities.

Resume Examples

Resume guidance.

• High Level Resume Tips
• Must-Have Information
• Why Resume Headlines & Titles are Important
• Writing an Exceptional Resume Summary
• How to Impress with Your Work Experience
• Top Skills & Keywords
• Go Above & Beyond with a Cover Letter
• Resume FAQs
• Related Resumes

Common Responsibilities Listed on Technical Support Resumes:

• Respond to customer inquiries : This involves answering questions from customers about the company's products or services. This could be done via phone, email, or live chat.
• Troubleshoot technical issues : When customers encounter problems with a product or service, the technical support team is responsible for diagnosing the issue and finding a solution.
• Install and configure software and hardware : This could involve setting up new computers or servers, installing new software applications, or configuring network equipment.
• Maintain and repair equipment : This could involve replacing faulty hardware, updating software, or performing regular maintenance to ensure everything is running smoothly.
• Train users : Technical support may be responsible for training users on how to use new software or hardware.
• Document technical issues and solutions : This involves keeping a record of common problems and their solutions, which can be used as a reference for future troubleshooting.
• Monitor system performance : This involves regularly checking the performance of the company's IT systems to ensure they are running efficiently.
• Test new technology : Before a new piece of technology is rolled out to the rest of the company, technical support may be responsible for testing it to ensure it works properly.
• Manage user accounts : This could involve setting up new user accounts, resetting passwords, or managing user permissions.
• Liaise with vendors : If a problem can't be solved in-house, technical support may need to contact the vendor for assistance.

You can use the examples above as a starting point to help you brainstorm tasks, accomplishments for your work experience section.

Technical Support Resume Example:

• Implemented a new ticketing system that improved response time to customer inquiries by 30% and reduced average resolution time by 20%.
• Developed and delivered training programs for internal teams, resulting in a 25% increase in user proficiency and a decrease in support requests by 15%.
• Collaborated with the product development team to identify and resolve recurring technical issues, resulting in a 40% reduction in customer escalations.
• Managed the successful implementation of a network infrastructure upgrade, resulting in a 50% improvement in network performance and a 25% reduction in downtime.
• Developed and implemented a proactive monitoring system that detected and resolved potential issues before they impacted customers, resulting in a 20% decrease in critical incidents.
• Collaborated with vendors to negotiate service level agreements, resulting in a 15% cost reduction and improved response times for critical issues.
• Implemented a knowledge base system that improved self-service resolution rates by 35% and reduced average call handling time by 20%.
• Developed and executed a comprehensive disaster recovery plan, ensuring minimal downtime and data loss in the event of a system failure.
• Collaborated with cross-functional teams to identify and implement process improvements, resulting in a 30% increase in team efficiency and a 20% reduction in customer wait times.
• Technical troubleshooting and problem-solving
• Knowledge of ticketing systems
• Training and development
• Collaboration and teamwork
• Network infrastructure management
• Proactive system monitoring
• Vendor management and negotiation
• Knowledge base system implementation
• Disaster recovery planning
• Process improvement
• Customer service
• Time management
• Project management
• Knowledge of service level agreements
• Data analysis and interpretation
• IT support and maintenance
• Understanding of network performance metrics
• Risk management and mitigation
• Communication skills
• Ability to work under pressure.

Application Support Analyst Resume Example:

• Implemented proactive monitoring and alerting system, reducing application downtime by 25% and improving response time to critical issues by 30%.
• Collaborated with cross-functional teams to troubleshoot and resolve complex application issues, resulting in a 15% decrease in average resolution time.
• Developed and implemented a comprehensive application testing plan, resulting in a 20% increase in application stability and a 10% reduction in post-deployment issues.
• Played a key role in the successful deployment of application upgrades and deployments, ensuring minimal disruption to end users and achieving a 100% success rate.
• Worked closely with developers to identify and resolve application issues, resulting in a 20% improvement in application performance and user satisfaction.
• Assisted in maintaining application security and compliance, implementing security measures that led to a 30% reduction in security incidents.
• Created and maintained comprehensive application documentation, improving knowledge sharing and reducing onboarding time for new team members by 20%.
• Provided technical support to end users, achieving a 95% customer satisfaction rating and resolving 90% of support tickets within the agreed SLA.
• Developed and maintained application reports, providing valuable insights to stakeholders and contributing to data-driven decision making, resulting in a 15% increase in operational efficiency.
• Proactive monitoring and alerting system implementation
• Cross-functional collaboration
• Troubleshooting and resolving complex application issues
• Comprehensive application testing
• Application deployment and upgrade management
• Collaboration with developers for issue resolution
• Application security and compliance maintenance
• Application documentation creation and maintenance
• Technical support provision to end users
• Application report development and maintenance
• Knowledge of application performance improvement strategies
• Data-driven decision making
• Understanding of application stability measures
• Ability to reduce application downtime
• Ability to improve response time to critical issues
• Ability to decrease average resolution time
• Ability to reduce post-deployment issues
• Ability to improve user satisfaction
• Ability to reduce security incidents
• Ability to reduce onboarding time for new team members
• Ability to resolve support tickets within the agreed SLA
• Ability to increase operational efficiency.

Technical Support Engineer Resume Example:

• Successfully resolved over 95% of customer technical issues within the first contact, exceeding the company's target of 90% and improving customer satisfaction by 15%.
• Developed and implemented a comprehensive knowledge base system, resulting in a 30% reduction in average resolution time and increased efficiency in troubleshooting.
• Collaborated with the product development team to identify and resolve recurring software bugs, leading to a 25% decrease in customer-reported issues and improved product stability.
• Led the successful implementation of a new ticketing system, resulting in a 20% increase in ticket resolution efficiency and improved response time by 30%.
• Developed and delivered technical training sessions for internal teams, resulting in a 40% increase in their ability to independently troubleshoot and resolve common technical issues.
• Implemented proactive monitoring systems, reducing system downtime by 15% and improving overall system performance.
• Played a key role in the successful migration of a customer's infrastructure to a cloud-based environment, resulting in a 50% reduction in hardware costs and improved scalability.
• Developed and implemented a standardized troubleshooting process, reducing average resolution time by 20% and improving customer satisfaction by 10%.
• Collaborated with the sales team to identify upsell opportunities, resulting in a 15% increase in revenue from existing customers and improved customer retention.
• Advanced troubleshooting skills
• Proficiency in cloud-based infrastructure
• Ability to develop and implement knowledge base systems
• Technical training delivery
• Problem-solving skills
• Knowledge of software bug identification and resolution
• Ability to identify upsell opportunities
• Customer service skills
• Experience with process standardization
• Understanding of hardware and software systems
• Ability to work under pressure
• Excellent communication skills
• Time management skills
• Analytical thinking
• Knowledge of IT infrastructure
• Ability to handle multiple tasks simultaneously
• Technical writing skills
• Knowledge of cybersecurity best practices
• Familiarity with remote troubleshooting techniques
• Understanding of network configuration and management
• Proficiency in programming languages
• Experience with data migration projects
• Ability to work independently.

Support Engineer Resume Example:

• Customer service excellence
• Technical troubleshooting and diagnostics
• Knowledge base development
• Process optimization
• Incident management
• Product testing and feedback analysis
• Interdepartmental collaboration
• Training program design and delivery
• System performance monitoring
• Software patch development and deployment
• Technical documentation and guide creation
• Remote support and diagnostic techniques
• User experience enhancement
• Client relationship management
• Proactive issue detection and resolution
• Time management and prioritization
• Communication and interpersonal skills
• Analytical and problem-solving abilities
• Adaptability to new technologies and trends
• Self-service support facilitation

Technical Support Specialist Resume Example:

• IT support strategy development
• Ticketing system implementation and management
• Security protocols and training
• Technical workshop development and instruction
• Operating system migration management
• IT procurement and cost optimization
• Data backup and recovery solutions
• Technical issue analysis and resolution
• IT documentation and best practices creation
• Remote support tools and protocols
• Customer service and user satisfaction improvement
• Technical training and staff development
• System performance monitoring and optimization
• Business continuity planning

High Level Resume Tips for Technical Supports:

Must-have information for a technical support resume:.

Here are the essential sections that should exist in an Technical Support resume:

• Contact Information
• Resume Headline
• Resume Summary or Objective
• Work Experience & Achievements
• Skills & Competencies

Additionally, if you're eager to make an impression and gain an edge over other Technical Support candidates, you may want to consider adding in these sections:

• Certifications/Training

Let's start with resume headlines.

Why Resume Headlines & Titles are Important for Technical Supports:

Technical support resume headline examples:, strong headlines.

• Customer-Focused Technical Support Specialist with 5+ years of experience in troubleshooting complex software and hardware issues for diverse client base
• Proactive Technical Support Expert skilled in providing timely and efficient solutions to optimize system performance and enhance user experience
• Detail-Oriented Technical Support Professional with a proven track record of resolving technical issues with a high level of accuracy and customer satisfaction

Why these are strong:

• These resume headlines are strong for Technical Supports as they clearly highlight the candidate's relevant experience, skills, and qualities that hiring managers look for in these professionals. The first headline emphasizes the candidate's customer-focused approach and extensive experience in troubleshooting complex issues. The second headline showcases the candidate's proactive nature and ability to optimize system performance. Finally, the third headline highlights the candidate's attention to detail and track record of resolving technical issues with high accuracy and customer satisfaction. These headlines effectively communicate the candidate's value and suitability for technical support roles.

Weak Headlines

• Technical Support Specialist with Strong Troubleshooting Skills
• Skilled Technical Support Professional with Excellent Customer Service Abilities
• Technical Support Expert with Knowledge in Hardware and Software Systems

Why these are weak:

• These resume headlines need improvement for Technical Supports as they lack specificity and fail to highlight the unique value or accomplishments that the candidates bring to the role. The first headline mentions strong troubleshooting skills, but doesn't provide any context or examples of specific technical issues resolved. The second headline emphasizes customer service abilities, but doesn't mention any technical skills or expertise. The third headline mentions knowledge in hardware and software systems, but doesn't showcase any specific certifications or achievements in those areas.

Writing an Exceptional Technical Support Resume Summary:

Resume summaries are crucial for Technical Supports as they provide a concise yet impactful way to showcase their skills, experience, and unique value proposition. A well-crafted summary can immediately capture the attention of hiring managers, setting the stage for the rest of the resume and positioning the candidate as an ideal fit for the role.

For Technical Supports specifically, an effective resume summary is one that highlights their ability to provide exceptional technical assistance and deliver outstanding customer service consistently.

Key points that Technical Supports should convey in a resume summary include:

Technical Expertise: Clearly mention the number of years of experience you have in technical support, emphasizing any notable achievements or career highlights. Highlight your proficiency in troubleshooting hardware and software issues, resolving technical problems, and providing technical guidance to customers.

Customer Service Skills: Emphasize your ability to deliver excellent customer service, showcasing your communication skills, patience, and empathy. Highlight your experience in effectively resolving customer inquiries, providing step-by-step instructions, and ensuring customer satisfaction.

Knowledge of Technical Tools and Systems: Demonstrate your familiarity with various technical tools, software, and systems commonly used in technical support roles. Mention any certifications or training you have received in relevant technologies, such as operating systems, networking, or software applications.

Problem-Solving Abilities: Highlight your strong problem-solving skills, showcasing your ability to analyze complex technical issues, identify root causes, and implement effective solutions. Mention any instances where you successfully resolved challenging technical problems or implemented process improvements to enhance efficiency.

Collaboration and Teamwork: In any technical support role, collaboration and teamwork are essential. Emphasize your ability to work effectively with cross-functional teams, collaborate with colleagues, and provide support to other team members. Highlight instances where you contributed to team success or implemented initiatives that improved team performance.

Attention to Detail: Technical Supports need to be detail-oriented to ensure accurate troubleshooting and problem resolution. Showcase your ability to pay attention to detail, follow standard operating procedures, and document technical issues accurately.

To create an impactful resume summary, carefully select the key points that align most closely with the specific technical support role you are applying for. Remember, your resume summary will be one of the first things that potential employers will see about you and your technical support career.

Technical Support Resume Summary Examples:

Strong summaries.

Results-driven Technical Support professional with 5 years of experience providing exceptional technical assistance to clients in the software industry. Skilled in troubleshooting complex issues, resolving customer concerns, and delivering high-quality support, resulting in a 95% customer satisfaction rating and a 20% reduction in average resolution time.

Proactive and detail-oriented Technical Support Specialist with a strong background in hardware and software troubleshooting. Demonstrated ability to effectively communicate technical information to non-technical users, resulting in improved customer understanding and reduced escalations. Consistently recognized for providing excellent customer service and exceeding performance metrics.

Highly knowledgeable Technical Support Engineer with 8 years of experience in the telecommunications industry. Proficient in diagnosing and resolving network issues, implementing system upgrades, and providing training to end-users. Successfully led a team of support technicians, resulting in a 30% increase in first-call resolution rate and a 15% decrease in customer complaints.

• These resume summaries are strong for Technical Supports as they highlight the candidates' relevant experience, technical skills, and accomplishments in providing effective support. The first summary showcases the candidate's ability to deliver exceptional technical assistance and achieve high customer satisfaction. The second summary emphasizes the candidate's proactive approach, strong communication skills, and track record of exceeding performance metrics. Lastly, the third summary demonstrates the candidate's extensive knowledge in the telecommunications industry, leadership skills, and quantifiable impact on first-call resolution rate and customer complaints. These summaries effectively demonstrate the candidates' value and suitability for technical support roles.

Weak Summaries

• Technical Support professional with experience in troubleshooting hardware and software issues, seeking a challenging role to utilize my technical skills and provide excellent customer service.
• Detail-oriented Technical Support specialist with a strong background in network administration and problem-solving, looking for an opportunity to apply my expertise in a fast-paced environment.
• Experienced Technical Support analyst with a proven track record of resolving complex technical issues and providing exceptional support to end-users, seeking a position to contribute to the success of an organization.
• These resume summaries need improvement for Technical Supports as they lack specific details about the candidates' accomplishments, areas of expertise, and the impact they have made in their previous roles. The summaries are generic and do not effectively highlight the unique value that the candidates can bring to potential employers. Adding specific examples of successful troubleshooting, customer satisfaction, or technical projects would make the summaries more compelling and informative.

Resume Objective Examples for Technical Supports:

Strong objectives.

Highly motivated and customer-focused Technical Support professional with a strong background in troubleshooting and resolving complex technical issues. Seeking an entry-level position to utilize my excellent communication skills and technical expertise to provide exceptional support to end-users and contribute to the success of a technology-driven organization.

Detail-oriented and proactive Technical Support specialist with a solid foundation in network administration and hardware/software troubleshooting. Eager to apply my knowledge of IT systems and problem-solving abilities to deliver efficient technical solutions and ensure optimal user experience in a fast-paced support environment.

Goal-driven and adaptable Technical Support professional with a proven track record of providing top-notch customer service and resolving technical issues in a timely manner. Seeking a Technical Support position to leverage my strong analytical skills and ability to work under pressure, in order to contribute to the smooth operation of IT systems and enhance user satisfaction.

• These resume objectives are strong for up and coming Technical Supports because they highlight the candidates' relevant skills, experience, and motivation to excel in the role. The first objective emphasizes the candidate's customer-focused approach and technical expertise, which are crucial for providing exceptional support. The second objective showcases the candidate's knowledge of IT systems and problem-solving abilities, demonstrating their ability to deliver efficient technical solutions. Lastly, the third objective highlights the candidate's track record of providing excellent customer service and their ability to work under pressure, making them a valuable asset in a technical support role.

Weak Objectives

• Seeking a Technical Support position where I can utilize my problem-solving skills and contribute to the success of the team.
• Motivated Technical Support professional with a strong customer service background, looking to leverage my technical knowledge and communication skills in a challenging role.
• Recent graduate with a passion for technology and a desire to provide exceptional support to users, seeking an entry-level Technical Support position to gain hands-on experience and further develop my technical skills.
• These objective examples for Technical Supports need improvement because they lack specificity and fail to highlight the unique value or skills the candidates possess. The first objective is generic and doesn't provide any information about the candidate's background, experience, or specific technical skills they possess. The second objective mentions a strong customer service background but doesn't elaborate on any specific achievements or technical expertise. The third objective, although it mentions a passion for technology and a desire to provide exceptional support, doesn't provide any details about the candidate's educational background or any relevant certifications they may have, which would make their profile more appealing to potential employers.

Generate Your Resume Summary with AI

Speed up your resume creation process with the ai resume builder . generate tailored resume summaries in seconds., how to impress with your technical support work experience:, best practices for your work experience section:.

• Highlight your technical expertise and knowledge of various software, hardware, and systems that you have supported.
• Showcase your ability to troubleshoot and resolve complex technical issues by providing specific examples of problems you have solved and the impact it had on the customer or organization.
• Emphasize your strong communication skills, both written and verbal, as technical support often involves explaining complex concepts to non-technical individuals.
• Demonstrate your customer service skills by describing how you have effectively handled difficult or irate customers, ensuring their satisfaction and maintaining a positive relationship.
• Include any certifications or training you have completed that are relevant to technical support, such as ITIL or specific software certifications.
• Highlight your ability to work well under pressure and in fast-paced environments, as technical support often involves dealing with urgent and time-sensitive issues.
• Mention any experience you have with remote support or providing technical assistance over the phone or through online chat platforms.
• Show your commitment to continuous improvement by mentioning any process improvements or initiatives you have implemented to enhance the efficiency or effectiveness of technical support operations.
• Quantify your achievements whenever possible, such as the number of tickets resolved per day or your average customer satisfaction rating.
• Use specific keywords and phrases from the job description to tailor your work experience section to the specific requirements of the technical support role you are applying for.

Example Work Experiences for Technical Supports:

Strong experiences.

Provided technical support to customers via phone, email, and chat, resolving an average of 50 inquiries per day with a 95% customer satisfaction rating.

Collaborated with cross-functional teams to troubleshoot and resolve complex technical issues, resulting in a 30% reduction in average resolution time and improved customer retention by 20%.

Developed and delivered training materials to educate customers on product features and troubleshooting techniques, leading to a 25% decrease in repeat support requests.

Implemented a ticketing system to track and prioritize customer inquiries, resulting in a 40% increase in efficiency and a 15% improvement in response time.

Conducted root cause analysis on recurring technical issues, identifying and implementing solutions that reduced issue recurrence by 50% and improved overall system stability.

Assisted in the testing and deployment of software updates and patches, ensuring seamless integration and minimizing downtime for customers.

• These work experiences are strong because they demonstrate the candidate's ability to effectively provide technical support to customers, resolve complex issues, and improve overall customer satisfaction. The use of specific metrics, such as customer satisfaction rating, resolution time, and issue recurrence, highlights the candidate's impact and success in their role. Additionally, the candidate's involvement in implementing process improvements and contributing to software updates showcases their proactive and collaborative approach to technical support.

Weak Experiences

Assisted customers with technical issues via phone, email, and chat, troubleshooting software and hardware problems.

Documented customer interactions and resolutions in a ticketing system, ensuring accurate and thorough record-keeping.

Collaborated with cross-functional teams to escalate and resolve complex technical issues.

Conducted remote desktop support sessions to assist customers in resolving software installation and configuration issues.

Provided training to customers on the use of software applications, ensuring their understanding and proficiency.

Assisted in the development and maintenance of knowledge base articles and documentation for common technical issues.

• Monitored and maintained computer systems and networks, proactively identifying and resolving potential issues.
• Assisted in the setup and configuration of computer hardware and software for new employees.
• Participated in on-call rotations to provide after-hours technical support to customers.
• These work experiences are weak because they lack specific details about the impact of the individual's work, such as the number of customers assisted or the percentage of issues resolved. Additionally, the bullet points could benefit from stronger action verbs to convey a sense of proactivity and effectiveness in handling technical support tasks. To improve these bullet points, the candidate should include quantifiable results and use more powerful action verbs to highlight their contributions and achievements in technical support.

Top Skills & Keywords for Technical Support Resumes:

Top hard & soft skills for technical supports, hard skills.

• Troubleshooting and Problem Solving
• Hardware and Software Installation
• Network Configuration and Troubleshooting
• Operating System (OS) Knowledge (e.g., Windows, macOS, Linux)
• Remote Desktop Support
• Customer Service and Communication
• Ticketing Systems (e.g., JIRA, Zendesk)
• Active Directory and User Management
• Virtualization Technologies (e.g., VMware, Hyper-V)
• Scripting and Automation (e.g., PowerShell, Bash)
• Security and Data Protection
• ITIL Framework Knowledge

Soft Skills

• Communication and Interpersonal Skills
• Problem Solving and Troubleshooting Abilities
• Customer Service and Relationship Management
• Technical Knowledge and Expertise
• Analytical and Critical Thinking
• Adaptability and Flexibility
• Time Management and Prioritization
• Attention to Detail and Accuracy
• Patience and Empathy
• Teamwork and Collaboration
• Conflict Resolution and Negotiation
• Continuous Learning and Self-Development

Go Above & Beyond with a Technical Support Cover Letter

Technical support cover letter example: (based on resume).

As a Technical Support professional, you understand the importance of attention to detail and problem-solving skills in providing exceptional service to customers. Just like your ability to troubleshoot and resolve technical issues, pairing your resume with a well-crafted cover letter can significantly enhance your chances of securing an interview and standing out from other applicants. A cover letter is not just a formality, but an opportunity to showcase your passion for the role and highlight your unique qualifications. Crafting a compelling cover letter doesn't have to be a daunting task, and the benefits it offers are well worth the effort.

Here are some compelling reasons for Technical Supports to submit a cover letter:

Personalize your application: A cover letter allows you to address the hiring manager directly and demonstrate your genuine interest in the company and the technical support role. By tailoring your letter to the specific company and position, you show that you have taken the time to research and understand their needs.

Highlight your technical expertise: Use the cover letter to illustrate your technical skills and experience that directly align with the requirements of the technical support role. This is an opportunity to showcase your knowledge of different software, hardware, and troubleshooting techniques, emphasizing your ability to provide effective solutions to customers.

Demonstrate your customer service skills: Technical Support is not just about technical knowledge; it also requires excellent customer service skills. Use the cover letter to share examples of how you have effectively communicated with customers, resolved their issues, and provided exceptional support. This will demonstrate your ability to handle challenging situations and maintain a positive customer experience.

Showcase your problem-solving abilities: Technical Support professionals are problem solvers by nature. In your cover letter, highlight specific instances where you have successfully identified and resolved complex technical issues. This will demonstrate your analytical thinking, adaptability, and ability to find innovative solutions.

Communicate your passion for technology: Technical Support roles often require a genuine passion for technology and a desire to stay updated with the latest advancements. Use the cover letter to express your enthusiasm for the field and your eagerness to contribute to the company's technological growth.

Stand out from the competition: While some applicants may choose not to submit a cover letter, taking the extra step to include one sets you apart from the crowd. It shows your commitment, professionalism, and attention to detail, which are all qualities that employers value in Technical Support professionals.

By pairing your resume with a well-crafted cover letter, you can personalize your application, highlight your technical expertise and customer service skills, showcase your problem-solving abilities, communicate your passion for technology, and differentiate yourself from other applicants. Don't miss out on this opportunity to make a strong impression and increase your chances of securing an interview.

Resume FAQs for Technical Supports:

How long should i make my technical support resume.

A Technical Support resume should ideally be one to two pages long. It is important to keep the resume concise and focused on relevant information. Technical Support roles typically require a strong technical background and problem-solving skills, so the resume should highlight these key qualifications. Including a summary or objective statement at the beginning of the resume can provide a brief overview of your skills and experience. This should be followed by a section highlighting technical skills, such as proficiency in operating systems, software applications, hardware troubleshooting, and network protocols. Next, include a section on work experience, focusing on roles that directly relate to Technical Support. Highlight specific responsibilities and achievements that demonstrate your ability to handle technical issues, provide excellent customer service, and effectively communicate complex information to non-technical users. Education and certifications should also be included, especially if they are relevant to the Technical Support field. List any degrees, diplomas, or relevant courses completed

What is the best way to format a Technical Support resume?

When it comes to formatting a Technical Support resume, it is crucial to present your skills and experience in a clear and organized manner. Here are some key points to consider: 1. Start with a professional summary: Begin your resume with a concise summary that highlights your technical expertise, years of experience, and any relevant certifications or qualifications. This section should grab the reader's attention and provide a quick overview of your skills. 2. Emphasize technical skills: Technical Support roles require a strong foundation in various technical areas. Create a dedicated section to showcase your proficiency in operating systems, hardware, software, networking, troubleshooting, and any other relevant technical skills. Be specific and mention any certifications or specialized training you have obtained. 3. Highlight relevant experience: In the work experience section, focus on your previous roles that directly relate to Technical Support. Include the company name, job title, and dates of employment.

Which Technical Support skills are most important to highlight in a resume?

When it comes to highlighting Technical Support skills on a resume, there are several key ones that are important to emphasize. These skills not only demonstrate your technical expertise but also showcase your ability to provide excellent customer service and troubleshoot technical issues effectively. Here are some essential Technical Support skills to highlight: 1. Technical Knowledge: Highlight your proficiency in various operating systems, hardware, software, and networking protocols. This includes familiarity with troubleshooting tools, remote desktop software, and ticketing systems. Demonstrating a strong foundation in technical knowledge is crucial for a Technical Support role. 2. Problem-Solving: Technical Support professionals are often faced with complex issues that require quick and accurate problem-solving skills. Showcase your ability to analyze problems, identify root causes, and develop effective solutions. Employers value individuals who can think critically and resolve issues efficiently. 3. Communication: Effective communication is vital in Technical Support as you will be interacting with customers who may have limited technical knowledge. Highlight your ability to explain technical concepts in a clear and concise manner, both verbally and in writing. Additionally, emphasize your active listening skills to ensure you understand customer concerns accurately. 4. Customer Service: Technical Support is a customer-centric role, so emphasizing your customer service skills is crucial. Showcase your ability to

How should you write a resume if you have no experience as a Technical Support?

When writing a resume for a Technical Support position without any prior experience, it's important to focus on highlighting your relevant skills, education, and any related experiences that can demonstrate your potential for success in the role. Here are some tips to help you craft an effective resume: 1. Start with a strong objective or summary statement: Begin your resume with a concise statement that highlights your career goals and emphasizes your enthusiasm for entering the Technical Support field. This will grab the attention of hiring managers and show your commitment. 2. Showcase your technical skills: Even if you lack direct Technical Support experience, emphasize your proficiency in relevant technical skills. Include any certifications, coursework, or projects that demonstrate your knowledge of computer systems, troubleshooting, software, hardware, networking, or any other relevant technical skills. 3. Highlight transferable skills: Identify and emphasize transferable skills that are applicable to Technical Support. These can include problem-solving abilities, strong communication skills, customer service experience, attention to detail, multitasking, and teamwork

Compare Your Technical Support Resume to a Job Description:

• Identify opportunities to further tailor your resume to the Technical Support job
• Improve your keyword usage to align your experience and skills with the position
• Uncover and address potential gaps in your resume that may be important to the hiring manager

Related Resumes for Technical Supports:

More resume guidance:.

Technical Support Engineer Resume Examples USA - Tips and Guide

Explore our sample resume tailored for Technical Support Engineers in the information technology industry. This example underscores the essential skills, qualifications, and customer service expertise required to excel in providing technical support. Crafted for the USA job market, this sample serves as a valuable resource for creating a powerful and impactful resume tailored for Technical Support Engineer roles.

Resume examples for top Technical Support Engineer jobs

Use the following guidelines and resume examples to choose the best resume format.

Technical Support Engineer Resume Example

Introduction:

Welcome to our specialized resume services crafted for IT professionals, specifically Technical Support Engineers. In the ever-evolving realm of information technology, a well-crafted resume is your gateway to showcasing your technical expertise, troubleshooting skills, and customer service abilities. We specialize in creating resumes that emphasize your skills and set you apart as a highly qualified Technical Support Engineer in the IT industry.

Salary Details in USD:

Salaries for Technical Support Engineers in the USA typically range from $50,000 to $70,000 annually, depending on factors such as location, level of experience, and the complexity of technical issues resolved.

Advantages of Resume for Technical Support Engineers:

• Demonstrates Technical Proficiency: Your resume serves as a platform to showcase your technical skills, including hardware and software troubleshooting, network configurations, system diagnostics, and familiarity with IT infrastructure, demonstrating your ability to resolve complex technical issues.
• Emphasizes Customer Service: It provides a space to highlight your exceptional customer service skills, including clear communication, patience, and empathy, ensuring a positive customer experience and high levels of user satisfaction.
• Portrays Problem-Solving Skills: Your well-structured resume conveys your ability to analyze problems, identify root causes, and implement effective solutions, showcasing your problem-solving skills and adaptability in resolving diverse IT challenges.
• Showcases Product Knowledge: Highlight your expertise in specific software applications, hardware components, or industry-specific tools, underscoring your in-depth knowledge and ability to provide specialized technical support to users.
• Navigates Applicant Tracking Systems: We optimize your resume to increase the likelihood of passing through ATS, ensuring your application reaches potential employers.
• Conveys Professionalism: Your resume serves as your first impression, conveying your professionalism, dedication, and passion for providing excellent technical support, leaving a lasting impact on employers.

Tips for Resume Writing for Technical Support Engineers:

• Detail Technical Skills: Emphasize your proficiency in operating systems (Windows, macOS, Linux), hardware components, software applications, and troubleshooting tools, showcasing your technical expertise and familiarity with diverse IT environments.
• Highlight Customer Interactions: Showcase your ability to communicate technical information clearly to non-technical users, emphasizing your patience, active listening, and interpersonal skills, ensuring users feel supported and understood.
• Emphasize Ticketing Systems: Mention your experience with ticketing systems (such as Zendesk, ServiceNow) and IT service management software, indicating your ability to manage support requests, prioritize tasks, and ensure timely issue resolution.
• Showcase Collaboration: Detail your collaboration skills, highlighting your ability to work closely with other technical support professionals, developers, and engineers, ensuring effective problem resolution and user support.

FAQs Related to Technical Support Engineer Resumes:

• Q: How can I demonstrate my ability to handle high call volumes and prioritize urgent technical issues on my resume?

A: Provide specific examples of instances where you successfully managed high call volumes, detailing your approach to prioritization, multitasking, and timely resolution of urgent technical issues, showcasing your ability to handle pressure and ensure efficient technical support.

• Q: Is it beneficial to include metrics related to customer satisfaction scores, response times, or ticket resolution rates on the resume?

A: Yes, mentioning metrics such as high customer satisfaction scores, quick response times, or impressive ticket resolution rates demonstrates the tangible impact of your technical support skills on user satisfaction and team efficiency.

• Q: Should I include my experience in creating technical documentation or knowledge base articles to assist users with common issues on the resume?

A: Absolutely. Mention your experience in creating technical documentation, FAQs, or knowledge base articles, detailing the topics covered, user engagement rates, and the positive impact on reducing support requests, showcasing your proactive approach to user support and problem prevention.

• Q: How can I emphasize my ability to provide remote technical support and guide users through troubleshooting steps on the resume?

A: Highlight your experience in providing remote technical support via phone, email, or chat, detailing your ability to guide users through troubleshooting steps, system diagnostics, and effective problem resolution remotely, ensuring users receive accurate and timely support.

• Q: Is it necessary to include certifications related to technical support, such as CompTIA A+ or Microsoft Certified: Modern Desktop Administrator Associate, on the resume?

A: Yes, including certifications adds credibility to your resume, demonstrating your formal training and expertise in technical support methodologies. Certifications like CompTIA A+ or Microsoft Certified: Modern Desktop Administrator Associate validate your skills and knowledge in specific technical areas.

More Resume Examples for the Next Step in Your Technical Support Engineer Resume Career jobs

• Agile Project Manager Resume
• Assistant Project Manager Resume
• Contracts Manager Resume
• Devops Engineer Resume
• Global Project Manager Resume
• Help Desk Support Resume
• Project Management Director Resume
• Technical Project Manager Resume
• Technical Support Engineer Resume

More Cover Examples for the Next Step in Your Technical Support Engineer Cover Career jobs

• Agile Project Manager Cover Letter
• Assistant Project Manager Cover Letter
• Contracts Manager Cover Letter
• Devops Engineer Cover Letter
• Global Project Manager Cover Letter
• Help Desk Support Cover Letter
• Project Management Director Cover Letter
• Technical Project Manager Cover Letter
• Technical Support Engineer Cover Letter

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• 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 Resume Examples

Writing a great technical support resume is important because it is one of the first things a potential employer will see when they are considering you for a position. It is your opportunity to make a good first impression and sell yourself as the best candidate for the job.

Create your resume Select from 7 professional resume templates

If you're looking for inspiration when it comes to drafting your own technical support resume, look no further than the samples below. These resumes will help you highlight your experience and qualifications in the most effective way possible, giving you the best chance of landing the technical support job you're after.

or download as PDF

Essential Components for Crafting an Effective Technical Support Resume

An effective technical support resume is a critical tool for showcasing your technical prowess, problem-solving abilities, and customer service skills to potential employers. It's a document that needs to be meticulously crafted to highlight your experience in troubleshooting, network management, and technical assistance. Below, we delve into the essential elements that should be included in your resume, offering guidance on how to make each section impactful.

Contact Information

At the top of your resume, ensure your contact information is prominent and professional. Include your full name, phone number, email address, and LinkedIn profile. Make sure your voicemail is business-like and your email address is straightforward, ideally a combination of your first and last name using a reputable email provider.

Depending on the job's location, you may also need to include your city and state. Always verify that your contact details are current to facilitate easy communication with recruiters.

Objective Statement

The objective statement is a concise paragraph that outlines your career aspirations and what you can offer to a potential employer. Tailor this section to the tech support role, emphasizing your skills in troubleshooting, customer service, and familiarity with relevant software and hardware. Express your enthusiasm for contributing to the company's success with a clear and compelling statement.

Skills and Competencies

Highlight both your technical and soft skills in this section. Include your proficiency in operating systems, network troubleshooting, hardware installation, cybersecurity, and help desk software. Also, emphasize your problem-solving, communication, customer service, time management, and adaptability skills. Provide concrete examples of how you've applied these skills in past roles.

Work Experience

Detail your work history, starting with the most recent position. Include the company name, location, employment dates, and job title. Under each role, summarize your responsibilities and achievements using action verbs. Focus on tasks that showcase your technical support capabilities and quantify your accomplishments when possible.

Education and Certifications

List your relevant educational background and any certifications that attest to your technical support expertise. Include the institution's name, degree earned, and dates attended. For certifications, provide the title, issuing organization, and issuance date. Mention any certifications you are currently pursuing as well.

Technical Proficiencies

Detail your technical skills, including hardware, software, networking, databases, and systems engineering. Be specific about your abilities, such as hardware installation or proficiency with certain software tools. Include any relevant certifications to further validate your technical expertise.

Choose references who can speak to your technical skills and customer service excellence. Obtain their permission before listing them and provide their full contact details if requested by the employer. References can provide a powerful endorsement of your abilities and professional demeanor.

By carefully crafting each section of your technical support resume, you can present a compelling narrative of your qualifications and stand out to potential employers. Remember to tailor your resume to the job description and keep the information accurate and up-to-date.

Related Resume Examples

• Technical Support Agent
• Technical Support Analyst
• Technical Support Engineer
• Technical Support Manager
• Technical Support Representative
• Technical Support Specialist

• Help Desk - Technical Support Resume Sample

What's your job?

Help desk - technical support resume samples and templates for 2024.

• Table of Contents
• Downloadable Sample
• Resume Tips from Experts
• Resume Text Version

Ultimate Guide to Help Desk - Technical Support Resume Examples and Templates for 2024

Landing a job in IT help desk technical support is tough. The field is growing fast , with demand for skilled professionals on the rise. Our guide will provide you with top-notch resume examples and templates that could make all the difference in 2024.

Get ready to stand out from the competition .

Key Takeaways

• Use the right resume format , like chronological or functional, to highlight your strongest skills in IT help desk support.
• Include key sections like summary, experience, education, and technical skills in your resume to stand out from others.
• Add certifications such as CompTIA A+ or Microsoft Certified Professional to show your expertise in the field.
• Show problem - solving examples where you resolved technical issues to demonstrate your ability to handle challenges.
• Tailor every cover letter and resume for each job application by using keywords from the job description.

Understanding the Role of an IT Help Desk Professional

An IT Help Desk Professional troubleshoots technical issues and helps users with software, hardware, and network problems. They must possess strong problem-solving skills, solid technical knowledge, and excellent communication abilities to provide effective support.

Responsibilities and duties

Help Desk professionals play a crucial role in IT support. They handle customer inquiries , troubleshoot technical problems , and ensure customer satisfaction. Their duties include operating ticketing systems to document issues and solutions effectively.

Professionals also guide users through step-by-step solutions or make necessary system adjustments to resolve technical problems.

These experts often collaborate with other IT staff to tackle more complex issues. They update their knowledge base regularly to stay ahead of emerging technology trends. Importantly, they maintain clear communication with users , providing updates and estimated resolution times for outstanding issues.

This ensures a trust-based relationship between the help desk team and their customers.

Required skills

Candidates for IT help desk positions must possess strong technical skills in areas such as troubleshooting, software installation, and system configuration . They should also demonstrate excellent communication abilities to effectively assist end-users with their technical issues.

Problem-solving skills are crucial for diagnosing and resolving customer problems efficiently.

A successful IT help desk professional needs to have a solid understanding of various technologies , including operating systems, hardware components, and networking concepts . Additionally, having certifications like CompTIA A+ or Microsoft Certified Professional can significantly boost the candidate's credibility in the field.

Growth opportunities in the field

With the required skills and experience, IT help desk professionals in India can advance to higher positions such as IT support specialists , service desk managers , or technical support team leads .

Opportunities also exist to specialize in areas like cybersecurity, cloud computing, or network administration . Continuous learning and obtaining relevant certifications can open doors for career growth within the industry.

In addition to specialized roles, job seekers in India can explore opportunities in different sectors such as healthcare, finance, or government agencies . The demand for skilled IT help desk professionals is increasing across various industries due to the growing reliance on technology.

Crafting an Effective IT Help Desk Resume

Crafting an effective IT Help Desk resume involves choosing the best format and including key elements such as header, summary, experience, education, and skills. These components play a critical role in making your resume stand out to potential employers.

Choosing the best resume format

Select the best resume format that suits your experience and skills, such as chronological, functional, or combination . Tailor the format to highlight your strengths in technical support, help desk management, or customer service based on the job requirements and showcase your career progression effectively.

Use keywords from the job description to optimize your resume for Applicant Tracking Systems (ATS) and ensure easy readability for potential employers.

Consider utilizing a reverse-chronological format if you have extensive experience in IT support roles, while a functional format may be suitable for emphasizing specific technical skills or achievements.

Key elements to include: header, summary, experience, education, skills

When crafting an effective IT Help Desk resume, it's essential to pay attention to key elements that will make your application stand out. Here are the important components to include:

• Header : Your header should include your name, contact information, and a professional email address.
• Summary : A strong summary provides a snapshot of your experience, skills, and career goals in a concise paragraph.
• Experience : Detail your work experience in reverse chronological order, emphasizing relevant technical support roles and achievements.
• Education : List your educational background, including degrees, certifications, and any relevant coursework or training.
• Skills : Highlight technical skills such as hardware/software proficiency, troubleshooting abilities, customer service expertise, and any specialized certifications.

Examples of IT Help Desk Resumes

Get inspired by real-life examples of successful IT Help Desk Resumes including Desktop Support, Help Desk Technician, and Help Desk Support. Discover the effective formats and key elements used in these exemplary resumes.

Desktop Support

When crafting a desktop support resume, emphasize technical skills such as hardware and software troubleshooting, system installation, and network configuration. Highlight your problem-solving abilities by showcasing specific instances where you successfully resolved technical issues for end-users or colleagues.

Additionally, include relevant certifications or training programs to demonstrate your expertise in providing efficient desktop support.

Moving on to the next section "Help Desk Technician".

Help Desk Technician

As a Help Desk Technician, your role involves providing technical support to end users, troubleshooting software and hardware issues , and documenting all reported problems. You should have strong problem-solving skills , excellent communication abilities, and a solid understanding of computer systems.

Emphasize your technical skills in areas such as operating systems , networking, and customer service when crafting your resume. Highlight any relevant certifications or training you've undergone to demonstrate your expertise in this field.

When crafting an IT help desk resume for a job in India ensure that you tailor it to the specific job requirements and highlight any experience working with common technologies used in the country's businesses.

Help Desk Support

When crafting a resume for help desk support roles, emphasize technical skills and problem-solving abilities . Highlight your experience in call center technical support , service desk operations, or IT support to showcase your expertise.

Use clear and concise language to describe your responsibilities and accomplishments in previous positions. Tailor your resume to match the specific job requirements, focusing on communication skills and customer service experience .

In addition to technical proficiency, demonstrate your ability to handle various scenarios by providing examples of problems you've solved independently or as part of a team. Showcase any relevant certifications or specialized training that sets you apart from other applicants.

Tips for Writing an Impressive IT Help Desk Resume

Showcase your problem-solving abilities, highlight relevant technical skills, and emphasize your education and certifications to stand out from the competition. Learn more about crafting an impressive IT Help Desk resume by reading the full guide.

Highlighting technical skills

When highlighting technical skills on your IT Help Desk resume, focus on relevant expertise such as proficiency in software and hardware troubleshooting , network administration , and system diagnostics .

Emphasize specific certifications like CompTIA A+, Microsoft Certified Solutions Expert (MCSE), or Cisco Certified Network Associate (CCNA) to showcase your industry knowledge. Use keywords like "technical support," "network security," and "IT help desk" to demonstrate your understanding of industry-specific terminology.

Clearly outline your experience with ticketing systems, remote desktop tools, and customer relationship management (CRM) software to illustrate your practical abilities.

Ensure that the technical skills section of your resume prominently features relevant proficiencies such as operating systems (e.g., Windows, macOS), software applications (e.g., Microsoft Office Suite), and familiarity with help desk platforms (e.g., ServiceNow, Zendesk).

Showcasing problem-solving abilities

Highlight your problem-solving skills by providing specific examples of how you have addressed technical issues in previous roles. Use action verbs like "resolved," "analyzed," and "implemented" to demonstrate your ability to troubleshoot and find solutions.

Quantify your achievements whenever possible, such as reducing response time or improving customer satisfaction ratings. Tailor your resume to showcase relevant experiences that prove your aptitude for solving complex IT problems, thus making a strong case for potential employers considering you for the role of IT help desk professional.

Demonstrate adaptability by highlighting instances where you successfully tackled unexpected challenges or implemented innovative solutions within strict timelines. Mention any special projects, initiatives, or additional responsibilities which required out-of-the-box problem-solving skills .

Emphasizing education and certifications

Highlight your academic achievements and relevant certifications prominently on your resume. Include degrees, diplomas, or any specialized technical training related to IT support.

Certifications such as CompTIA A+ +, Microsoft Certified Professional (MCP), or Cisco Certified Network Associate (CCNA) can significantly boost your credibility as an IT help desk professional in the competitive job market.

Be sure to list them under a separate section to draw attention and showcase your commitment to continuous learning and skill improvement.

Common FAQs and Best Practices for Crafting an IT Help Desk Resume

How to write a cover letter effectively. Tips for creating a resume with no experience included.

How to write a cover letter

Craft a cover letter that complements your IT Help Desk resume. Address it to the hiring manager and personalize it for the company. Introduce yourself, highlight relevant skills , and express enthusiasm for the position.

Keep it concise and professional, showcasing your communication abilities . Tailor each cover letter to match the job description and demonstrate how you can contribute to the team's success.

Ensure your cover letter includes specific examples of how your technical support experience aligns with the company's needs. Use keywords from the job posting to showcase a clear understanding of what they are looking for in an ideal candidate.

Tips for creating a resume with no experience

After mastering the art of writing an effective cover letter, now let's focus on creating a resume even with no prior experience. Use a functional or skills-based resume format to highlight transferable skills and relevant coursework . Emphasize soft skills like communication and problem-solving, showcasing any volunteer work or internships. Include a strong objective statement tailored to the specific role and company you are applying for. Provide details about any relevant projects, coursework, or extracurricular activities that demonstrate your technical abilities . Highlight any certifications, trainings, or workshops you have completed related to technical support or IT. Remember to tailor each resume to the job description and include keywords to pass through applicant tracking systems efficiently.

Do's and don'ts

• Tailor your resume to the job description to highlight relevant skills and experiences.
• Use action verbs to describe your accomplishments and responsibilities.
• Do include specific technical skills and certifications related to help desk support.
• Quantify your achievements with numbers and percentages where applicable.
• Customize your cover letter for each application, highlighting how you can contribute to the company.
• Don't exaggerate or fabricate information on your resume as it can be easily verified by employers.
• Avoid using generic or outdated templates; opt for modern and professional formats.
• Proofread your resume and cover letter for grammar, spelling, and formatting errors before submitting them.

Preparing for an interview

Research the company and understand its products and services. Practice common interview questions and prepare specific examples to demonstrate your problem-solving skills. Dress professionally , arrive early , and bring copies of your resume .

Show enthusiasm for the position and ask insightful questions about the role or company culture during the interview process. Be prepared to discuss your technical skills and previous experience in customer support roles.

- Related resources for career development

Related resources for career development

Explore online courses and certifications in technical support, problem-solving, and customer service to enhance your skills. Connect with industry professionals through networking events, webinars, and seminars to stay updated on the latest trends.

Consider joining professional organizations like the Help Desk Institute or the Association of Support Professionals for valuable resources and opportunities. Utilize job boards and career websites such as Indeed, Naukri.com, or LinkedIn to discover job openings in IT help desk roles across various industries.

Take advantage of resume-building tools and templates available online to create an impactful resume that highlights your technical expertise and customer service abilities.

Craft a compelling conclusion for your blog:

Stand out in the competitive job market by using these resume examples and templates to create an impressive IT help desk resume. Showcase your technical skills , problem-solving abilities , and relevant certifications to catch the eye of potential employers.

With this ultimate guide, you're equipped with the tools and knowledge needed to craft a winning IT help desk resume for 2024. Good luck on your job search !

1. What should I include in my help desk resume for 2024?

For your 2024 help desk resume, make sure to include technical skills, customer service experience, and specific examples of problem-solving. Highlight your experience with IT support, call center technical support, or service desk roles if you have them.

2. Can I find templates and examples for a technical support specialist resume?

Yes! The Ultimate Guide offers various templates and examples for technical support resumes including those for technical support specialists. These can help you get started on creating a standout resume.

3. Are there any tips for writing an entry-level technical support resume?

Focus on your customer service skills and any tech-related coursework or projects when writing an entry-level technical support resume. Don't forget to mention relevant soft skills that show you're a great fit for the role.

4. How do I write a cover letter for an IT help desk position?

When crafting an IT help desk cover letter, emphasize how your background makes you ideal for providing both technical assistance and excellent customer service. Use examples from past experiences that showcase these abilities.

5. What’s important to remember about creating a desktop support engineer resume?

For a desktop support engineer resume, it's essential to detail your expertise in maintaining computer systems, supporting end-users, and troubleshooting software issues alongside showcasing strong communication skills.

Help Desk - Technical Support Text-Only Resume Templates and Samples

Help Desk - Technical Support Professional

• Enthusiastic Help Desk professional with XX years of experience in ensuring maintenance and monitoring of computer networks and systems. Seeking an opportunity at GD IT Solutions to benefit an IT Department with complex technical knowledge and strong time management skills.Adept in ensuring maintenance and monitoring of computer networks and systems; logging the queries of customers and employees; analyzing call logs in order to discover any underlying issues or trends; diagnosing and solving hardware or software faults
• Skilled in testing and evaluating new technology; performing electrical safety checks on the company’s computer equipment; responding to call-outs in a timely fashion; following instructions, either written or in diagram form, in order to set up a system or fix a fault
• Working knowledge of fundamental operations of relevant software, hardware and other equipment; knowledge of relevant call tracking applications; experience of customer service practices; related experience and training in troubleshooting and providing help desk support

, Bachelor of Computer Applications, Completed, 2000-03-01

Dave Govt College

Karnataka University – Marks 70 ,

Bengaluru, KA

Work Experience

2015-05-01 - Current

Service Desk Associate / Helpdesk Associate

NTT DATA Services

• Provided technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
• Responded to email messages to those customers who were seeking help.
• Responded to queries either in person or over the phone; wrote training manuals.
• Trained computer users; maintained the daily performance of the computer system.
• Asked questions to determine the nature of the problem; helped customers by solving their issues.
• Installed, modified, and repaired computer hardware and software.
• Cleaned up computers; run diagnostic programs to resolve problems.
• Resolved technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
• Installed computer peripherals for users; follow-up with customers to ensure the issue has been resolved.

1995-08-01 - 2014-02-01

IT Support Technician / Help Desk Associate / IT Support

GR Corp Pvt Ltd

• Served as the first point of contact for customers seeking technical assistance over the phone or email.
• Performed remote troubleshooting through diagnostic techniques and pertinent questions.
• Determined the best solution based on the issue and details provided by customers.
• Directed unresolved issues to the next level of support personnel.
• Provided accurate information on IT products or services.
• Recorded events and problems and their resolution in logs.
• Walked the customer through the problem-solving process; followed up and update customer status and information.
• Passed on any feedback or suggestions by customers to the appropriate internal team.
• Identified and suggested possible improvements on procedures.
• Customer Service Skills
• Leadership Skills
• Teamwork Skills
• Critical Thinking Skills
• Problem-Solving Skills
• Listening and Responding Skills

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Resume of Technical Support Engineer

Description

Bhavneet is a Technical Support Specialist, skilled in monitoring and maintaining computer systems. With up-to date knowledge of latest IT and software trends he has an ability to diagnose hardware and software faults and resolve technical issues. He is now looking for a full time role in a reputed organisation’s technical help desk department.

Related Categories

• Technical Support

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Resume Skills and Keywords for Techincal Support Engineer

A Technical Support Engineer is typically engaged by a firm to monitor and maintain their computer hardware and software systems. Their expertise aids the organisation in resolving technical issues with client accounts or the company's software infrastructure. A Technical Support Engineer will also assist in the integration of computer software by diagnosing and troubleshooting typical issues. Employees with this job description usually start off as IT or IT Assistants.

Skills required for a Technical Support Engineer's role

• Network Maintenance 
• Troubleshooting and Repair 
• Installation of Software 
• Java Programming 
• Client Communication 
• Service-Oriented 
• Customer-Focused
• Application systems' support
• Development Methodologies

What recruiters look for in a Technical Support Engineer's resume: 

• Proficient in actively updating, maintaining and monitoring all aspects of computer networks
• Skilled in installing and configuring computer systems and applications within the company
• Adept at responding to customer inquiries and assisting in troubleshooting and resolving challenges

What can make your Technical Support Engineer's resume stand out:

A strong summary that demonstrates your skills, experience and background in technical support

Technical support representative adept at resolving complex network issues. Competent in troubleshooting network hardware issues while responding to customer support issues. Seeking a position in a professional organisation to work for the betterment of the company and to foster returns. 

Targeted job description 

• Assist management in creating training materials pertaining to computer troubleshooting and usage
• Act as the initial point of contact for all computer and system related concerns from clients or other employees
• Organize and file documentation pertaining to warranties and instructional guides for computer hardware

Related academic background 

• B.Sc (Computer Science) |  Lila Wanti College | 2019
• Higher Secondary |  St. Theressa Convent School | 2016 
• Senior Secondary | St. Theressa Convent School | 2014

Sample Resume of Technical Support Engineer in Text Format

BHAVNEET SINGH 

Technical Support Representative 

64676430997 | [email protected]

linkedin/bhavneet-singh | C-17 Lohrence Road, Sonipat 

EDUCATION 

EXPERIENCE / INTERNSHIP 

Technical Support Assistant

APS Group of Companies | Jun 2018 – Aug 2018

• Assisted seniors with scheduling, service protocol improvements and quality assurance. 
• Supported customers with online billing and account issues at base level. 
• Resolved customer complaints and concerns with strong verbal and negotiation skills. 
• Displayed courtesy and strong interpersonal skills with all customer interactions over phone calls and mails. 

PROJECTS 

Face and Fingerprint Reading 

• Used advanced technology of Bio-metrics and maintained reports on how biometrics has become an emerging tech. for recognizing individuals using their biological traits. 
• Gathered information such as face recognition, hand geometry, voice recognition etc using Dot net,MS access etc. 

PROFESSIONAL ENHANCEMENTS 

Awards 

• Awarded for the best presentation the Inter College Business Idea and Presentation competition. 

Seminars 

• Attended seminar on the topic "Parallel File System for Linux clusters " by Dr. Ram Mehta at University. Attended seminar on the topic "Air Trac Control System" by Mr. Baldev Singh at Gregarious Institute. 

Certifications 

• Certification in Java Programming from MLB Classes. 

SKILLS ( TECHNOLOGY / FUNCTIONAL ) 

EXTRA-CURRICULAR 

Participations / Sports 

• Participated in 100 m race at university annual fest. 
• Captain of boys Cricket Team at college for 2 years. 

Languages 

• English 
• Hindi 
• Punjabi 

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Technical Support Engineer Resume Examples: Proven To Get You Hired In 2024

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• IT Support Specialist
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• Technical Support Engineer Resume Tips

Technical Support Engineer Resume Template

Download in google doc, word or pdf for free. designed to pass resume screening software in 2022., technical support engineer resume sample.

Researching and resolving customer issues regarding computer systems and software comes in the job description of a technical support engineer. They have additional tasks such as designing software, developing maintenance plans, and configuring systems to ultimate optimizations as well! Due to the intensely technical nature of this job, you need to have a bachelor's degree in Engineering along with work experience as a tech support engineer. Your knowledge of API and web services counts as a plus point because it makes you helpful to the corporate. Here’s a template of a technical support engineer resume:

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Recruiter Insight: Why this resume works in 2022

Tips to help you write your technical support engineer resume in 2024,    mention personal projects that showcase your range of skills..

Recruiters want to know if you can handle an array of systems and software (pun intended). Your resume should be rich in showcasing personal projects that use multiple programming languages and technology like NoSQL, Support Tickers, Project management, and Servers.

   Include career highlights that show an attentive and team-working attitude.

Being tech-savvy is not the only thing that you need to work effectively as a technical support engineer. The work experience portion of your resume should include instances where you can mention your teamwork attitude. Use words such as “led”, “resolved”, “overcame” and “created” to highlight these instances.

IT Support Specialist Resume Sample

System administrator resume sample.

As a hiring manager who has recruited technical support engineers at companies like Google, Microsoft, and Apple, I've seen firsthand what makes a resume stand out. The following tips will help you craft a compelling resume that showcases your skills and experience in the best possible light.

   Highlight your technical skills

Employers want to see that you have the technical skills necessary to succeed in the role. Be sure to highlight your proficiency in:

• Operating systems like Windows, macOS, and Linux
• Networking protocols such as TCP/IP, DNS, and DHCP
• Troubleshooting tools like Wireshark and Splunk
• Scripting languages such as Python, Bash, and PowerShell

Don't just list the skills, but provide specific examples of how you've used them. For instance:

• Resolved 150+ technical issues per week using advanced troubleshooting techniques and diagnostic tools like Wireshark
• Automated common support tasks using Python and Bash scripts, reducing average ticket resolution time by 30%

   Quantify your impact

Numbers speak louder than words. Whenever possible, quantify your achievements to show the impact you've had in previous roles. Compare:

• Provided technical support to customers
• Maintained a 98% customer satisfaction rating while handling 50+ support requests daily
• Reduced average ticket resolution time by 25% through process improvements and automation

The latter examples provide concrete evidence of your abilities and show employers the value you can bring to their organization.

   Showcase your soft skills

Technical skills are important, but soft skills are equally crucial for success in a technical support role. Highlight your ability to:

• Communicate complex technical concepts to non-technical users
• Work collaboratively with cross-functional teams
• Remain calm and professional under pressure
• Continuously learn and adapt to new technologies

For example:

Collaborated with development teams to identify and resolve complex software issues, ensuring 99.9% system uptime for over 10,000 users

This showcases your communication, teamwork, and problem-solving skills in a real-world context.

   Tailor your resume to the job

One size does not fit all when it comes to resumes. Tailor your resume to the specific job you're applying for by:

• Using keywords from the job description
• Highlighting relevant skills and experience
• Removing irrelevant information

For instance, if the job requires experience with cloud technologies, emphasize your work with platforms like AWS or Azure. If the company uses a specific ticketing system, mention your familiarity with it.

Tailoring your resume shows employers that you've taken the time to understand their needs and are a strong fit for the role.

   Include relevant certifications

In the technical support field, certifications can be a valuable way to demonstrate your expertise and commitment to professional development. Some common certifications include:

• CompTIA A+, Network+, and Security+
• ITIL Foundation
• Cisco Certified Network Associate (CCNA)
• Microsoft Certified Solutions Expert (MCSE)

When listing certifications on your resume, be sure to include the full name of the certification, the issuing organization, and the date you earned it. For example:

• CompTIA A+ Certification | CompTIA | June 2020
• ITIL Foundation Certification | Axelos | March 2022

   Demonstrate your problem-solving skills

At its core, technical support is about problem-solving. Employers want to see that you have the ability to diagnose issues, think critically, and find creative solutions. Use your resume to highlight specific examples of how you've tackled complex problems in previous roles.

For instance:

• Investigated and resolved a critical system outage affecting 5,000+ users, identifying a previously unknown software bug and implementing a patch to prevent future occurrences
• Developed a troubleshooting guide for common network issues, reducing average resolution time by 40% and empowering junior technicians to handle more complex cases

These examples demonstrate your analytical thinking, technical expertise, and ability to make a real impact in a support role.

Writing Your Technical Support Engineer Resume: Section By Section

  summary.

A resume summary for a Technical Support Engineer role is optional, but can be useful if you want to provide additional context or highlight key skills and experience that may not be immediately obvious from the rest of your resume. It's a brief paragraph at the top of your resume that gives an overview of your professional background and qualifications.

However, it's important to avoid using an objective statement, which is an outdated resume element that focuses on what you want from an employer, rather than what you can offer them. Instead, use the summary to showcase your most relevant skills, experience, and achievements that align with the Technical Support Engineer position you're targeting.

To learn how to write an effective resume summary for your Technical Support Engineer resume, or figure out if you need one, please read Technical Support Engineer Resume Summary Examples , or Technical Support Engineer Resume Objective Examples .

1. Highlight technical support skills

When writing your Technical Support Engineer resume summary, focus on your most relevant technical skills and experience. Highlight your expertise in troubleshooting, problem-solving, and customer support.

For example, instead of using generic statements like this:

• Experienced Technical Support Engineer with a proven track record of success
• Hardworking and dedicated professional with strong communication skills

Use specific examples that showcase your technical support abilities:

• Technical Support Engineer with 5+ years of experience troubleshooting complex hardware and software issues for enterprise clients
• Skilled in remote desktop support, network diagnostics, and customer communication to resolve tickets efficiently

2. Tailor your summary to the job

While it's important to highlight your overall qualifications in your resume summary, you should also tailor it to the specific Technical Support Engineer position you're applying for. Review the job description carefully and identify the key skills, experience, and qualifications the employer is looking for.

Then, incorporate those elements into your summary. For example, if the job emphasizes experience with certain software or systems, mention your expertise with those specific tools.

Technical Support Engineer with 3+ years of experience providing software and hardware support for XYZ Company's enterprise products. Skilled in troubleshooting issues with ABC software suite, remote desktop support, and documenting solutions in the company's knowledge base. Committed to delivering exceptional customer service and resolving complex technical problems efficiently.

  Experience

Your work experience section is the most important part of your technical support engineer resume. It's where you show hiring managers how you've applied your technical skills to solve customer issues, improve processes, and deliver results.

In this section, we'll cover what to focus on in your work experience section, and share examples of what to do (and what to avoid).

1. Use strong technical support action verbs

When describing your work experience, use powerful action verbs that highlight your technical support skills and accomplishments. Avoid generic phrases like 'responsible for' or 'participated in'. Instead, use verbs that show you took ownership and drove results.

• Troubleshot and resolved complex hardware and software issues for clients
• Diagnosed system failures and implemented solutions to improve uptime
• Collaborated with cross-functional teams to develop knowledgebase articles and training materials

Also, avoid repeating the same verbs over and over. Vary your language to keep your bullet points engaging.

2. Quantify your technical support achievements

Numbers jump off the page and grab attention. Whenever possible, include metrics that demonstrate the impact of your technical support work. Share things like:

• Number of support tickets or cases handled daily/weekly/monthly
• Average resolution time for tickets
• Customer satisfaction scores
• Percentage by which you reduced ticket backlog or improved first call resolution rate

Resolved an average of 50+ support tickets per week while maintaining a 98% customer satisfaction rating and averaging a 15-minute resolution time.

3. Highlight your technical skills and tools

Hiring managers want to see evidence of the specific technical skills and tools required for the job. As you describe your work experience, naturally incorporate technologies, systems and processes you've worked with.

• Provided level 1-3 support for Windows, Mac, and Linux operating systems
• Maintained, updated and patched Windows servers and endpoints using Active Directory and SCCM
• Used Zendesk to manage, prioritize and resolve support tickets

Avoid simply listing skills without context, like this:

• Technical skills: Windows, Linux, Zendesk, Active Directory, SCCM

4. Show your career progression

Hiring managers love to see growth and progression on your resume. If you've been promoted, taken on increasing responsibilities, or worked on progressively more complex technical issues, make that clear.

One way to do this is by breaking out different roles within the same company, like this:

ABC Company Senior Technical Support Engineer (2018-Present) - Led a team of 5 support engineers... - Developed and delivered training... Technical Support Engineer (2016-2018) - Provided level 2 technical support... - Resolved an average of 40 tickets per week...

If you haven't had formal promotions, you can still show progression through your achievements and the skills you've developed over time.

  Education

The education section of your technical support engineer resume should be concise and highlight your relevant academic background. It's an opportunity to showcase your qualifications and demonstrate your commitment to learning and professional development in the tech support field.

1. List your degrees in reverse chronological order

Start with your most recent or highest degree first. Include the name of the institution, the degree earned, and the year of graduation.

Here's an example of how to format your education:

• Bachelor of Science in Computer Science, XYZ University, 2018
• Associate of Applied Science in Information Technology, ABC Community College, 2016

Avoid listing outdated or irrelevant education, such as:

• High School Diploma, Anytown High School, 2010

2. Highlight relevant coursework and projects

If you're a recent graduate or have limited work experience, you can strengthen your education section by including relevant coursework, projects, or academic achievements.

Bachelor of Science in Information Technology, ABC University, 2020 Relevant Coursework: Network Administration, Database Management, Cybersecurity Senior Project: Developed a mobile app for IT service management

Avoid listing generic or unrelated coursework, such as:

• Introduction to Psychology
• English Composition I

3. Include certifications and professional development

Showcase your commitment to learning and staying up-to-date with industry trends by listing relevant certifications and professional development courses in your education section.

• CompTIA A+ Certification, 2019
• ITIL Foundation Certificate in IT Service Management, 2020

Avoid listing outdated or irrelevant certifications, such as:

• Microsoft Office Specialist, 2012

4. Tailor your education section for senior-level positions

If you're a senior-level technical support engineer with extensive work experience, your education section should be brief and focused on your most relevant and impressive academic achievements.

Here's an example of a concise education section for a senior-level candidate:

Master of Science in Computer Science, XYZ University Bachelor of Science in Information Technology, ABC University

Avoid listing graduation dates or outdated education, such as:

Associate of Applied Science in Computer Information Systems, DEF Community College, 1995

  Skills

Your skills section is one of the most important parts of your technical support engineer resume. It's where you showcase your technical expertise and knowledge to potential employers. To make your skills section stand out, follow these tips:

1. Highlight relevant technical skills

As a technical support engineer, you need to have a wide range of technical skills. Focus on the skills that are most relevant to the job you're applying for. Some examples of technical skills to include are:

• Operating Systems : Windows, Linux, macOS
• Networking : TCP/IP, DNS, DHCP, VPN
• Programming Languages : Python, Java, C++
• Troubleshooting Tools : Wireshark, Ping, Traceroute

Make sure to list the specific technologies and tools you're proficient in. Avoid generic terms like "programming" or "networking" without listing the specific skills.

2. Categorize your skills

Grouping your skills into categories can make your skills section more organized and easier to read. For example:

Operating Systems : Windows 10, Linux, macOS Networking : TCP/IP, DNS, DHCP, Cisco IOS Databases : MySQL, MongoDB, Oracle Scripting : Python, Bash, PowerShell

Avoid a disorganized skills section like this:

Technical Skills: Windows, Linux, Python, TCP/IP, MySQL, Cisco, Java, Active Directory, Wireshark, Microsoft Office

3. Use proficiency levels strategically

Indicating your proficiency level for each skill can give employers a better idea of your expertise. For example:

Python (Expert) Java (Advanced) C++ (Intermediate) Ruby (Beginner)

However, only use proficiency levels if you're confident in your abilities. Don't claim to be an expert in a skill if you only have basic knowledge. It's better to leave off the proficiency level than to overstate your abilities.

4. Optimize for Applicant Tracking Systems (ATS)

Many companies use Applicant Tracking Systems (ATS) to filter resumes based on keywords. To make sure your resume passes through the ATS, use the exact keywords and phrases from the job description in your skills section.

For example, if the job description mentions "experience with Cisco networking equipment," make sure to include "Cisco" in your skills section. Don't just list "networking equipment" without mentioning the specific brand.

Skills For Technical Support Engineer Resumes

Here are examples of popular skills from Technical Support Engineer job descriptions that you can include on your resume.

• Troubleshooting
• Customer Service
• Project Management
• Software Installation
• Technical Support
• Telecommunications
• Dynamic Host Configuration Protocol (DHCP)
• IT Service Management

Skills Word Cloud For Technical Support Engineer Resumes

This word cloud highlights the important keywords that appear on Technical Support Engineer job descriptions and resumes. The bigger the word, the more frequently it appears on job postings, and the more likely you should include it in your resume.

How to use these skills?

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Resume Guide: Detailed Insights From Recruiters

• Technical Support Resume Guide & Examples for 2022

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Technical Support Engineer Resumes

• Template #1: Technical Support Engineer
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