Applies in-depth technical product knowledge to remotely solve complex customer problems.
Responsible for timely, accurate enterprise level hardware support on Integrity and PA-RISC servers.
Work directly with the customers, Field CE assist, collaborate with L1 agents, and elevate to next level, L3 (WTEC) and escalation engineers as needed on issue resolution.
Demonstrate robust troubleshooting skills, the ability to manage multiple cases ensuring timely resolution and high level of customer satisfaction.
Typically requires college level graduate or diploma in technical education.
Relevant UNIX Experience [HP-UX, Linux, Solaris] 6+ years
Demonstrated problem-solving and troubleshooting skills to resolve customer issues systematically and explain solutions in a timely and accurate manner.
Demonstrated good customer service and telephone soft skills.
Demonstrated ability to communicate effectively with a diverse set of customers and apply independent judgment in a wide variety of situations.
Demonstrated understanding of warranty and enterprise hardware support contracts
Completed technical training in PA-Risc an Integrity cell servers
Demonstrated knowledge of ISEE tools.
Demonstrated English verbal, written, and typing skills.
Bachelor in Degree especially in Computer Science (e.g. BE, B.Tech).
Total 6+ years of working experience in Networking Technologies.
Actively builds deeper technical depth in area-of-expertise, and expands knowledge base through development of associated but unfamiliar areas
Increases cross-disciplinary skills & knowledge to improve work results
Identifies opportunities that span a technical discipline and/or technology
Should possess in-depth knowledge on Servers and hands on experience would be preferred
Should have high level of exposure onUnix Operating System
Customer Experience Management (remote)
Interfaces effectively with Level 1, Onsite support teams and customers.
Addresses customer questions accurately
Ensures timely and accurate resolution of problems for the customer
Acts quickly to resolve customer issues in a way that retains trust and maintains delight
Demonstrate in-depth knowledge of products to provide permanent fix to issues.
Uses collaborative technology to overcome proximity challenges and support customer issues
Technology Practice Development
Takes ownership for the practice and contributes to the development of technical standards, direction, and the technical community
Drives adoption of new industry-wide standards
Formalizes and rejuvenates the knowledge base of technical population and contributes to the review/development of knowledge documents.
Provides mentoring and training of L1 team.
Magnum consultants, a specialist recruitment company