Computer Hardware job in London (UK) - Senior Technicak Support Engineer

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Senior Technicak Support Engineer (London)

This job, featured in the London Computer Hardware category, has been posted to the site directly by a real company rather than by an agency or another 3rd party. Please be aware that when you apply for this Computer Hardware job, all communication will be sent directly to your prospective employer.

Senior Technicak Support Engineer - Job Summary

Location :	West End (Near London)
Start Date :	February 2008
Type :	Contract
Salary / Rate :	Not Specified
Reference :	None
Job Duration :	1 year +
	This job has been recently filled, or has expired. Applications can no longer be accepted for this job.

Job Overview

Looking for sharp support engineers who are focused on building and maintaining close working relationships with our customers. This position will report to the Director of Technical Support.
Key Objectives

• Provide technical support to CLIENT customers and partners through email and telephone contact
• Provide project management for customer incidents which have multiple issues and involve multiple cross functional resources
• Enhance CLIENT technical support knowledge base
• Work with cross functional development teams to assure customer oriented feature development

• Be a customer advocate to the product management and product development organisation

Duties and Responsibilities

Specific Responsibilities

• Assist customers with upgrades and configuration changes

• Maintain current deep technical working knowledge of all aspects of CLIENT products and the hardware and software platforms that host CLIENT products

• Provide detailed, complete and standardised bug reports to product developed with reproducible test cases

• Coordinate issue resolution through delivery and installation of patch and upgrade releases to customers

• Manage long-term problem resolution with customers that involve multiple issues and require written issue and project management

• Provide on-site support where and when needed

• Developed trusted relationships with large Global 2000 enterprise customers
Required Technical Skills

• Capable of marrying technical abilities to business needs

• 2-5 years technical support experience required

• Strong background in UNIX / Linux / Solaris, and system administration concepts

• Familiarity with complex systems software such as operating systems and relational databases (Sybase, Oracle)

• Knowledge of current firewalls, network scanners, and intrusion detection systems

• Previous experience with Internet protocols (TCP / IP, HTTP, and HTTPS) and programming languages (PERL, Java, C++) also required.

• Knowledge of support industry tools (Clarify, Siebel, and Remedy) is a plus.

• BSCS or industry equivalent is required.
Highly Desired Technical Skills

• CISSP certification is a plus. (Certified Information Systems Security Professional)
• Ability to mitigate product feature and quality gaps through creative problem solving skills and developing alternate product usage and work-around
Required Personal Skills

Skills / Qualifications / Experience Required

• Organized, methodical, and detail oriented

• Ability to manage own schedule and work independently

• Creative problem solving

• Team player that is able to leverage the knowledge of others and to provide assistance to others

• Ability to multi-task and manage competing priorities

• Motivated and committed to excellence

• Strong verbal and written English language skills

• Passionate about customer satisfaction and customer service oriented

• Capable of taking leadership roles within the Support department while continuing to perform as an individual contributor