HP posted a job you might be interested in May 02, 2014 at 05:55PM

HP



Customer Support Engineer

San Francisco Bay Area, US - Computer Software

NOTE: This position will be put in the shift schedules. Shift will be discussed with the candidate during the interview process.

The Customer Support Engineer position is responsible for ensuring HP/Autonomy’s cloud infrastructure is monitored, available and operating to specifications. Furthermore, this position will work and communicate directly with customers to open and resolve their service tickets and to ensure their customer satisfaction. The candidate should be an experienced Technical Support Engineer, have hands on system administrator experience, and have excellent customer communication and relation skills.

Responsibilities

• Ensure customer reported service tickers are quickly responded to, resolved or escalated

• Ensure service tickets are updated with appropriate information and closed per SLA guidelines

• Enhance customer satisfaction and loyalty by taking care of the customer

• Monitor cloud infrastructure with Autonomy’s tools, open service tickets for Data Center personnel, ensure each ticket has an owner and update ticket with all relevant information including logs and error codes

• Provide level 1 data center support by restarting or recovering servers per standard recovery procedures

• Troubleshoot infrastructure problems and either resolve by performing system administration functions or escalate to Subject Matter Experts

• Document knowledge base documents per department requirements

• Perform health check services on infrastructure to ensure operability and availability of services

Qualifications

Education and Experience Required:

• Minimum of a 2 year technical degree or 4 year college degree with emphasis in technology discipline.


• Minimum of 2 years of experience in a Technical Support position working directly with customers via the phone or email.


• May hold entry level or intermediate level certification(s) in field of work.

Qualifications:

• Ability to effectively and clearly communicate with customer either by phone or email


• Minimum of 2 years hands on experience as a system administrator supporting Linux, UNIX or Windows operating systems and cloud infrastructures.


• Strong knowledge of databases, networking, network security, storage systems, cloud services is highly desired


• Ideally experienced monitoring and supporting large cloud and data center infrastructures


• Minimum of 2 years’ experience performing application support.


• Familiarity with monitoring automation tools and technology.

No salary provided



Posted May 02, 2014 at 05:55PM from LinkedIn http://ift.tt/1mlAL9n

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