北京/杭州/深圳共需要四位 Senior Technical Support Engineer

KT咨询-IC电子

【猎头职位:北京/杭州/深圳共需要四位 Senior Technical Support Engineer】联系人：Effie-Huang，邮箱：hr@kthr.com，微信也可查询职位啦！打开手机微信，搜号码“KTHR_COM”或查找微信公众帐号“KT人才”或扫描以上二维码即可添加，欢迎大家关注！

Responsibilities:

1. Create, manage and respond to support cases submitted by customers, partners, and OEMs experiencing challenges using xxx products and software.

2. Provide exceptional customer support to Customers via telephone calls, chat, email, and Shared Screen communications.

3. Manage support cases, drive to resolve cases and support customers quickly and efficiently.

4. Author and submit knowledgebase articles based on customer issues and interactions.

5. Attend meetings and trainings as required.

6. Ensure Support offerings are provided to our customers within the specified SLA.

7. Ensure timely, quality responses to customer, partner and OEM inquiries and proactive communications as needed, to enhance customer satisfaction and minimize service down time.

8. Provide in office customer service and support.

9. Log and manage bugs for customer and partner issues.

10. Follow-through and manage active software problems and advancements between xxx, Customers, Partners and OEMs.

11. On Call Support Duties during evenings, weekends, and holidays where necessary.

12. Provide support to xxx ioMemory hardware and VSL software, ioSphere software, ioTurbine Software, ION Appliance Hardware and Software, and other Emerging Market Solutions i.e. Infiniflash.. etc

13. Provide primary language support: English

14. Provide additional language support (Advantageous): Korean, Mandarin, Spanish and/or other European languages

Skills / Qualifications / Education:

1. Must be able to demonstrate skills in op:erating systems including Linux (Redhat/CentOS/Ubuunto.. etc), VMware ESX and Windows Server 2008-2012 ? (Advantageous) - Solaris, MAC OS X

2. Enterprise Virtualization experience, VMware ESX/ESXi, Hyper-V welcome.

3. NAND Flash storage experience welcome.

4. Ability to learn new products, technology, and support systems efficiently: Microsoft Dynamics (CRM Case Management Tools), Jira (Engineering Ticketing Tool), EQMS (Quality Management Tool), Confluence (Documentation/Knowledge Based Tool) or equivalent.

5. Two year degree or equivalent experience required.

6. Exceptional customer service skills; must be able to successfully communicate with all levels employees in an organization via phone, e-mail and chat in English.

7. Preferred at least 2 years in a technical call center/help desk as a support representative or equivalent experience.

8. Preferred at least 3 years in a technology troubleshooting-related field or equivalent experience.

9. Experience working in a team-oriented help-desk or customer service environment as an advanced position, L2 or escalation equivalent.

10. Strong understanding of data storage fundamental concepts and terminology i.e. RAID, SAN, NAS, DAS, JBOD.. etc; including storage interfaces i.e. IDE, ATA, SATA, SAS, SCSI, FC.. etc

11. Strong Computer and Server Architecture background i.e. Processor to bus architecture (RAM, DIMM, PCI... etc)

12. Excellent analytical and expert troubleshooting skills with end-users/customers, partners, and OEMs.

13. Excellent customer service and communication skills, both verbal and written.

14. Able to focus on difficult challenges and works well in a fast-paced environment.

15. Basic understanding of server performance metrics and support environments.

Ideal Experience:

1. Experience installing, troubleshooting, and servicing enterprise server products from HP, Dell, IBM, Lenovo and/or Supermicro.

2. Professional certifications including VMware VCP (Preferred), Red Hat Certified System Admin/Engineer (Preferred) , Cisco CCIE, Brocade Product Expert, Juniper and/or Solaris.

3. Experience supporting data center solutions, Hyperscale solutions, or enterprise customer support.

4. Experience in Enterprise: Communications, Storage, Operating Systems, High Performance Computing, Virtual Desktop Implementations or Flash based Storage.

5. Bachelor’s degree or equivalent experience.