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Technical Support Engineer Resume Examples

Writing a resume for a Technical Support Engineer position can be tricky. Technical Support Engineers are responsible for troubleshooting technical issues and providing technical support to customers, and employers will expect your resume to reflect the knowledge and skills required for the role. This guide will provide you with tips for writing a resume for Technical Support Engineer jobs, as well as examples of successful resumes that you can use as a reference. With the right approach and some practice, you can create a resume that will capture the attention of hiring managers and help you land the Technical Support Engineer job of your dreams.

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Technical Support Engineer

123 Main Street | Anytown, USA 99999 | Phone: (123) 456-7890 | Email: [email protected]

I am a Technical Support Engineer with 6+ years of experience in the IT industry. My primary expertise is in providing technical support to users, analyzing and troubleshooting technical system issues, and monitoring network performance. I am knowledgeable in software, hardware, system installation, and system maintenance. I have excellent communication and problem- solving skills and a passion for helping people.

Core Skills :

• Software installation, configuration, and maintenance
• Hardware installation, configuration, and maintenance
• Network performance monitoring and troubleshooting
• Excellent customer service and communication skills
• Good problem- solving and critical thinking

Professional Experience : IT Technical Support Engineer, ABC Corporation, 2018 – Present

• Provide technical support and assistance to clients using the company’s products and services
• Identify, analyze, and troubleshoot technical system issues
• Monitor network performance and make recommendations for improvements
• Install and configure hardware and software
• Document technical issues and resolutions

IT Technician, XYZ Company, 2016 – 2018

• Provided technical assistance and support to clients
• Analyzed and troubleshoot technical system related issues
• Installed and configured hardware and software
• Monitored network performance and made necessary improvements
• Provided technical support to users via phone and email

Education : Bachelor of Science in Information Technology, XYZ University, 2012–2016

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Technical Support Engineer Resume with No Experience

Recent graduate with strong computer engineering knowledge, an eagerness to learn, and excellent customer service skills, looking for an entry- level technical support engineer role.

• Strong knowledge of computer hardware and software
• Excellent communications and customer service skills
• Ability to troubleshoot complex problems and provide technical advice
• Knowledge of a variety of operating systems
• Excellent organizational and time management skills

Responsibilities

• Provide technical support to customers with issues related to hardware and software
• Assist customers with troubleshooting, installation and configuration of hardware and software
• Coordinate with other technical teams to troubleshoot and diagnose complex technical issues
• Provide technical advice to customers
• Identify and document technical issues and problems
• Perform regular system maintenance and upgrades

Experience 0 Years

Level Junior

Education Bachelor’s

Technical Support Engineer Resume with 2 Years of Experience

A highly motivated and organized Technical Support Engineer with 2 years of experience providing IT solutions to customers and clients. A proven track record of successful troubleshooting, resolving technical problems, managing customer relationships, and developing innovative solutions. Demonstrated ability to communicate complex technical solutions to customers in an easy to understand manner. Skilled in working independently and efficiently in a fast- paced environment.

• Technical Troubleshooting
• Customer Support Management
• Complex Problem Solving
• Analytical Thinking
• Innovation and Creativity
• System Administration
• Research and Development
• Network Security

Responsibilities :

• Diagnoses, troubleshoots, and resolves technical issues for customers
• Provides user training and support for customers
• Establishes strong customer relationships by proactively engaging and responding to customer inquiries
• Develops solutions to improve customer satisfaction
• Monitors and maintains the technical stability of customer systems
• Investigates and diagnoses technical issues related to software applications, networks, and hardware
• Analyzes and documents customer requests and problems to determine the root cause
• Installs, configures, and tests hardware and software solutions
• Maintains and updates customer service databases and records

Experience 2+ Years

Technical Support Engineer Resume with 5 Years of Experience

I am a highly experienced Technical Support Engineer with 5 years of experience in providing technical support services to customers. I have a knack for troubleshooting complex problems and a proven track record of finding solutions to customer issues in an effective and timely manner. My experience has allowed me to develop strong problem- solving and communication skills, as well as build a solid understanding of various software, hardware, and IT systems. I am also able to effectively follow up with customers and ensure that they are satisfied with the solutions presented.

• Technical Support
• Troubleshooting
• Problem- solving
• Customer Service
• Communication
• Software & Hardware
• Documentation
• Respond to customer inquiries in an effective and timely manner.
• Troubleshoot complex technical problems and provide customer support.
• Provide technical assistance to customers, such as troubleshooting and system diagnostics.
• Create and maintain customer service documentation and records.
• Assist customers in the installation, configuration, and optimization of their IT systems.
• Ensure that customer inquiries are resolved in a timely and satisfactory manner.
• Follow up with customers on the status of their inquiries.
• Utilize available resources to research and develop solutions to customer issues.
• Maintain accurate reports of customer service interactions.
• Monitor customer inquiries to identify patterns and trends.

Experience 5+ Years

Level Senior

Technical Support Engineer Resume with 7 Years of Experience

Highly experienced Technical Support Engineer with 7 years of professional experience in the IT industry. Expertise in troubleshooting a wide range of hardware and software issues, providing remote and on- site technical support services, and customer service. Adept in analyzing system log files and utilizing diagnostic tools to identify and resolve technical issues. Skilled in writing technical documentation, creating and managing user accounts, and maintaining computer systems. Possesses excellent customer service and interpersonal skills.

• Troubleshooting complex hardware and software issues
• Technical support services
• System log file analysis
• System diagnostics
• Documentation and report writing
• User account management
• Computer system maintenance
• Customer service
• Interpersonal skills
• Provide technical support via phone, email and remote access software
• Troubleshoot and diagnose hardware and software related issues
• Identify and document root cause of technical issues
• Manage user accounts and maintain computer systems
• Perform system upgrades and software installations
• Provide training and guidance to customers
• Create technical documentation and reports
• Monitor system performance and security
• Identify and resolve network and connectivity issues

Experience 7+ Years

Technical Support Engineer Resume with 10 Years of Experience

I am a highly experienced Technical Support Engineer with 10 years’ experience. My core skills include a deep understanding of IT systems and troubleshooting, a knack for identifying underlying issues and resolving them effectively, and the ability to teach technical concepts to others. I also have a strong background in customer service, providing clear and concise technical solutions to customers and colleagues alike. With my knowledge and expertise, I can ensure a seamless technical support experience.

• Deep understanding of IT systems and troubleshooting
• Ability to identify underlying issues
• Strong background in customer service
• Excellent problem- solving skills
• Proficient in teaching technical concepts
• Outstanding written and verbal communication
• Proven ability to adapt to changing environments
• Proven record of reliable and timely delivery of solutions
• Respond to customer support requests and technical inquiries in a timely manner
• Diagnose and resolve technical issues
• Escalate complex issues to relevant personnel
• Update customer records and provide feedback on support issues
• Train customers and colleagues on technical processes and troubleshooting
• Implement, maintain, and improve technical support systems
• Monitor and analyze system performance
• Research, develop, and implement solutions for technical issues

Experience 10+ Years

Level Senior Manager

Education Master’s

Technical Support Engineer Resume with 15 Years of Experience

A highly motivated and experienced Technical Support Engineer with 15 years of experience in providing technical assistance to customers and troubleshooting technical issues. Proven knowledge in the areas of designing and implementing IT solutions in a variety of industries. Possesses strong problem- solving skills and excellent communication and customer service skills.

• Excellent customer service and communication skills.
• In- depth knowledge of computer hardware and software, networking, and telecommunications.
• Troubleshooting technical issues and providing assistance to customers.
• Designing and implementing IT solutions.
• Skilled in problem- solving and conflict resolution.
• Ability to work independently or as part of a team.
• Responding to customer inquiries in a timely and professional manner.
• Diagnosing technical issues and providing solutions.
• Installing, configuring, and troubleshooting hardware and software.
• Working with customers to understand their needs and providing technical support.
• Developing and implementing IT solutions for customers.
• Providing on- site support for customers.
• Performing regular maintenance and troubleshooting on computer systems.

Experience 15+ Years

Level Director

In addition to this, be sure to check out our resume templates , resume formats ,  cover letter examples ,  job description , and  career advice  pages for more helpful tips and advice.

What should be included in a Technical Support Engineer resume?

Technical Support Engineers help customers troubleshoot and fix technical problems. They are responsible for providing technical assistance and support to customers, and need to have excellent problem-solving skills and technical knowledge. When writing a resume for a Technical Support Engineer position, it’s important to include all relevant skills, experience, and education that you have. Here are some of the key points to include in a Technical Support Engineer resume:

• Excellent customer service skills with the ability to quickly address customer concerns and provide helpful solutions.
• Knowledge of common technical issues and how to solve those problems.
• Proficient in the use of computers and the latest software applications.
• Ability to troubleshoot hardware and software issues.
• Successful history of resolving customer issues in a timely manner.
• Excellent written and verbal communication skills.
• Ability to work independently with little or no supervision.
• Experience working with customer service teams and teams of other technical support engineers.
• Experience in documenting customer issues, creating technical reports, and providing feedback.
• Bachelor’s degree in computer science or related field.

What is a good summary for a Technical Support Engineer resume?

An effective Technical Support Engineer resume should focus on the candidate’s technical knowledge and experience in providing technical support in a variety of environments. It should highlight the individual’s ability to troubleshoot technical issues, configure systems, and recommend necessary software and hardware upgrades. It should also mention the candidate’s customer service and communication skills, as well as their ability to work independently or in a team environment. Furthermore, the resume should list the candidate’s certifications, any specific software and hardware experience, and any relevant coursework related to technical support. Finally, the resume should be tailored to the specific job requirements and should emphasize the individual’s commitment to providing quality technical support.

What is a good objective for a Technical Support Engineer resume?

Technical Support Engineers provide technical assistance to customers and clients who are having difficulty using a product or service. They are typically responsible for troubleshooting computer hardware and software systems, researching solutions, and providing advice and customer service. When creating a resume for a Technical Support Engineer position, it is important to include a clear and concise objective. Here are some examples of good objectives for a Technical Support Engineer resume:

• To obtain a Technical Support Engineer position utilizing my customer service, troubleshooting, and communication skills.
• Seeking a Technical Support Engineer position to use my abilities in customer service and problem solving to provide technical assistance to customers.
• Seeking a Technical Support Engineer role to use my knowledge of computer hardware and software systems to provide excellent customer service and technical support.
• To use my knowledge and experience in customer service and troubleshooting to obtain a Technical Support Engineer position.
• To utilize my troubleshooting and communication skills to become a successful Technical Support Engineer.
• To secure a Technical Support Engineer position and use my knowledge of computer systems and customer service to deliver excellent service.

How do you list Technical Support Engineer skills on a resume?

When listing your skills as a Technical Support Engineer on a resume, you should highlight any technical, customer service, administrative and communication skills that you have. This will show employers that you have the necessary qualifications to succeed in the role.

• Technical Skills: List any relevant technical experience and proficiency with software, hardware and other technical equipment.
• Customer Service: Showcase your problem-solving and customer service skills.
• Administrative: Demonstrate your organizational, administrative and computer literacy.
• Communication: Indicate your ability to communicate technical information to colleagues and customers.
• Troubleshooting: Showcase your experience in troubleshooting and resolving customer issues.
• Time Management: List your ability to manage multiple tasks and prioritize effectively.

By including these skills on your resume, you will show employers that you are a well-rounded Technical Support Engineer. Make sure to provide detailed examples of how you have applied these skills in previous positions. This will show employers that you are an experienced and qualified professional.

What skills should I put on my resume for Technical Support Engineer?

A technical support engineer should have a comprehensive list of technical skills on their resume to demonstrate their expertise in the field. Here are some of the most important skills for a technical support engineer resume:

• Technical Troubleshooting: Technical support engineers should have in-depth knowledge of the technology they support, as well as the ability to troubleshoot and resolve technical issues quickly and effectively.
• Customer Service: Technical support engineers should have excellent customer service skills, as well as the ability to communicate effectively with customers and explain technical concepts in a clear and concise manner.
• Problem Solving: Technical support engineers must be able to think critically and use creative problem-solving techniques to diagnose and resolve technical issues.
• Networking: Having a strong knowledge of network architecture and protocol is essential for technical support engineers, as they are often required to troubleshoot network related issues.
• Hardware and Software: Technical support engineers should have a strong understanding of the hardware and software they support, as well as the ability to install, configure, and maintain hardware and software components.
• Scripting: Technical support engineers should have experience using scripting languages in order to automate certain tasks and increase efficiency.
• Documentation: Technical support engineers must have the ability to document technical procedures and processes in order to provide accurate information for future reference.

Having these technical skills on your resume can help you stand out from the crowd and demonstrate your abilities as a technical support engineer.

Key takeaways for an Technical Support Engineer resume

When you are crafting your resume as a Technical Support Engineer, the goal is to show potential employers that you have the required skills and qualifications to succeed in the role. To stand out from other applicants, it’s important to emphasize your technical expertise, problem-solving abilities, and customer service experience. Here are some key takeaways for a Technical Support Engineer resume:

• Highlight your technical skills: As a Technical Support Engineer, potential employers will want to know that you have the technical skills and knowledge needed to troubleshoot and resolve technical issues. Be sure to list these skills prominently on your resume and provide examples of how you have used them in previous roles.
• Emphasize your problem-solving abilities: Technical Support Engineers must be able to think critically and quickly identify and resolve customer issues. Showcase your problem-solving abilities by highlighting projects and tasks you’ve completed in the past that involved troubleshooting customer issues.
• Demonstrate your customer service experience: Technical Support Engineers must be able to deliver excellent customer service. Include customer service experience on your resume, such as responding to customer inquiries and complaints, providing technical support and guidance, and demonstrating patience and understanding.
• Include relevant certifications: Employers may look favorably upon Technical Support Engineers who have obtained relevant certifications, such as CompTIA A+, CompTIA Network+, or Microsoft Certified Solutions Expert (MCSE). Be sure to list any certifications you have obtained on your resume.

By emphasizing your technical skills, problem-solving abilities, and customer service experience on your Technical Support Engineer resume, you can demonstrate to employers that you have the qualifications for the job. Follow these key takeaways and you will be well on your way to creating a standout resume.

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12 Technical Support Engineer Resume Examples for 2024

Crafting your resume as a technical support engineer can be the first step to a successful job search. This article lays out key strategies and proven examples to guide you through presenting your skills and experience. We'll cover the essentials—like certifications, technical proficiencies, and troubleshooting achievements—and offer straightforward advice to help you show potential employers you're the right fit for their team.

• 08 Aug 2024 - 1 new section (Highlight leadership and progress) added
• 20 Jul 2024 - 1 new resume template (Cloud Support Engineer) added
• 04 Jul 2024 - 2 new sections, including 'Get instant feedback on your resume', added

  Next update scheduled for 28 Aug 2024

Here's what we see in standout technical support engineer resumes.

Quantifiable Impact Using Metrics : The best resumes show impact with numbers, like reduced call handling time by 20% , improved first-call resolution rate to 85% , decreased system downtime by 30% , and raised customer satisfaction scores to 4.5/5 .

Relevant Technical Skills : Include skills on your resume that you have and are mentioned in the job description. Some popular ones are network troubleshooting , SQL , Linux system administration , scripting (Python/Bash) , and help desk support software .

Current Industry Trends : Show knowledge in current trends like cloud-based solutions or AI customer support . Mention any experience with remote diagnostic tools or virtualization technologies .

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Technical Support Engineer Resume Sample

Find out how good your resume is.

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Get instant feedback on your resume

Want to know if your resume stands out for technical support roles? Our resume scoring tool gives you a clear picture of where you shine and where you can improve. It evaluates your resume based on key criteria that recruiters in the tech industry look for.

Upload your resume now for an unbiased assessment. You'll get a score and useful tips to make your application stronger for technical support engineer positions.

Customer Support Engineer Resume Sample

Positioning your education.

Where to place your education depends on your work history. If you are new to tech support or recently furthered your knowledge, show your education first. This tells employers about your fresh skills. If you have worked in tech support for years, your experience should go first.

Consider listing relevant coursework or certifications in the education section. This is especially good for technical support roles, as it shows employers that you have the specific skills they are looking for.

IT Support Engineer Resume Sample

Focus on problem-solving skills.

Tech support roles need good problem-solving skills. On your resume, give examples of how you fixed technical problems. This can be from past work, school projects, or personal tech activities.

Use clear examples that show your ability to understand a problem and find a solution. This shows employers you can handle the challenges you will face in a technical support job.

Senior Technical Support Engineer Resume Sample

Ideal resume length.

For technical support engineers, keep your resume to one page if you have less than 10 years of experience. Show your ability to prioritize by listing only your most relevant skills and experiences. This makes it easier for the hiring manager to review your expertise quickly.

If you have more than 10 years of specialized experience or are applying for a senior position, a two-page resume is acceptable. In this case, use the first page to highlight your most recent and relevant roles and achievements. Remember, clear and concise information is key for readability and to make a strong impression.

Entry-Level Help Desk Support Technician Resume Sample

Highlight technical certifications.

In your resume, show any technical certifications you have. Many employers look for certifications as proof of your skills. Examples are CompTIA A+, Microsoft Certified, or Cisco Certified Network Associate (CCNA).

List certifications in a special section or include them in your education section. Make them easy to find to draw attention to your technical abilities.

Software Support Specialist Resume Sample

Beat resume screeners.

Understanding resume screeners and Applicant Tracking Systems (ATS) is vital for any job seeker, especially for those looking at technical support roles. These systems scan your resume before it even reaches a hiring manager. To make sure you stand out, follow these tips:

• Include keywords from the job description, such as 'troubleshoot,' 'customer support,' and 'networking,' to ensure the ATS recognizes your relevance.
• Make your experience with specific technologies clear. Mention tools you are skilled in like 'Linux,' 'SQL databases,' or 'helpdesk software.'

Technical Support Engineer with Network Specialization Resume Sample

Match resume to job needs.

You need to show you have the right skills. Read the job post for the technical support engineer role. Then, make sure your resume talks about the skills they want. This means using words from the job post on your resume. It helps the person hiring see you are a good fit. Here are ways to tailor your resume:

• Look for key skills in the job post like 'network troubleshooting' or 'customer service'. Use these words to describe what you can do. Example: Proficient in network troubleshooting and committed to high-quality customer service.
• Show how you fixed problems. If you helped make things work better or faster, say so. Example: Reduced system downtime by 20% through proactive hardware maintenance.
• If you worked in a different area before, link those skills to this role. Did you help customers or work with tech before? Tell how that can help in this job. Example: Applied problem-solving skills from retail management to resolve user issues quickly.

Systems Support Manager Resume Sample

Show achievements, not tasks.

When you share your background as a technical support engineer, focus on what you've accomplished, not just the tasks you've handled. You've solved problems and made things better for the users and the company. Let's bring those achievements to light.

Instead of listing your daily tasks, like 'Managed calls and emails from users facing technical issues,' you should show how effectively you did so. For example, change that to 'Resolved an average of 30+ user issues per day, boosting customer satisfaction by 20%.'

Your resume should tell a story about your positive impact. Reflect on times when you improved system performance or user experience. Instead of 'Monitored system performance,' try 'Enhanced system performance by optimizing processes, resulting in a 15% decrease in downtime.'

Network Operations Center Engineer Resume Sample

Essential technical skills to highlight.

When crafting your resume as a technical support engineer, it's crucial to showcase the specific technical skills that employers are seeking. These skills should be placed prominently on your resume to catch the attention of hiring managers and applicant tracking systems (ATS) that scan for relevant keywords.

Here's a list of technical skills you might consider including:

• Network configuration
• Troubleshooting
• Hardware diagnostics
• Software installation
• System upgrades
• Technical documentation
• Customer support
• Problem-solving
• SQL databases

You don't need to have expertise in all these areas. Focus on the skills related to the job you want. Include these skills in a dedicated section on your resume and within your job descriptions, showing how you've used them in real situations. This will help you pass through the ATS and grab the attention of the hiring manager.

Technical Solutions Engineer Resume Sample

Highlight leadership and progress.

As a hiring manager, I know the importance of showing your growth in your career. If you've taken on leadership roles or received promotions, these are key achievements that should be clear on your resume. Even if you're not sure, think about times when you were given more responsibility or led a project.

Here are ways to reflect this experience:

• Specify any roles where 'lead', 'senior', or 'head' was part of your job title to show advancement.
• Include instances where you trained new team members or managed a group. This shows leadership even without a title change.

Use clear, simple terms to describe these moments. For example, you might say:

• 'Promoted to senior technical support role within 2 years due to strong performance and leadership in resolving complex customer issues.'
• 'Led a team of 5 to develop a new troubleshooting protocol, reducing average call time by 15%'.

Technical Support Specialist Resume Sample

Quantify your technical impact.

As a technical support engineer, showing your impact with numbers helps employers see the value you bring. Here's why and how:

• Numbers make your achievements clear and easy to understand. They show you can measure and value your work.
• Metrics help you stand out by giving a scale to your impact. They prove your ability to solve problems and improve systems.

Think about your work and find ways to add numbers. Ask yourself:

• How many support tickets did you handle each day or week? Use the metric number of tickets resolved to show your workload.
• Did you improve response times? Note the percentage decrease in response time .
• How much did you increase system uptime? Mention the percentage increase in system availability .
• By what percentage did you reduce repeat customer issues?
• Did you train team members? Include the number of people trained .
• Have you written or updated any technical documentation? State the number of documents you worked on.
• If you led or contributed to a project, specify the percentage of project completion you were responsible for.
• Think about cost savings. Did you help save money? If so, estimate the amount of money saved .

Use these tips to make your resume strong. Help employers see your true value.

Cloud Support Engineer Resume Sample

Highlight leadership growth.

When applying for technical support roles, showing progress in your career can set you apart. Think about times you've guided a team or taken on more responsibility.

• Managed a team of junior support engineers, improving team response time by 20%
• Promoted to senior technical support within 18 months, due to exemplary problem-solving skills and customer feedback

Even if you're not sure if it counts as leadership, include any task where you helped others or made decisions. For example, training new staff or leading a project. These show you're ready for more responsibility.

• Trained new hires on troubleshooting protocols, ensuring consistent service quality
• Coordinated a cross-department initiative to streamline software issue resolution
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6 Technical Support Resume Examples - Here's What Works In 2024

Since the entire world is thriving in an it environment, there is a greater demand than ever for technical support. giving technical support includes managing, maintaining, and handling it systems as needed. our technical support resume guide can be useful if you are a tech-savvy job seeker in the field. filled with tips and downloadable templates, make yourself an impressive resume.

Many businesses are relocating online so they can effectively save time and resources. But to do that, they must always make sure that their IT systems are fault-free. That’s where the demand for technical support comes in!

Technical support offers to monitor computer systems without fail and immediately perform bug fixes when they arise. They are also responsible for troubleshooting problems, diagnosing solutions as well as configuring hardware and software. Apart from that, technical support often helps out individuals virtually in solving their specific problems too!

This profession requires an educational background and a vast knowledge of computer and IT systems. Being technical and analytical are must-have qualities that tech support must possess because it makes them effective in their jobs. 

If you’re looking to make your resume impressive to recruiters, our technical support resume guide can help you determine how to do so! A good resume requires concise and relevant [information that employers are actively seeking from applicants. Let’s take a look into what makes for successful technical support resumes!

Technical Support Resume Templates

Jump to a template:

• Software Support Technician
• Software Product Support Analyst
• Technical Support Specialist
• Technical Support Engineer
• Application Support Engineer

Jump to a resource:

• Keywords for Technical Support Resumes

Technical Support Resume Tips

• Action Verbs to Use
• Related Engineering Resumes

Get advice on each section of your resume:

Template 1 of 6: Software Support Technician Resume Example

Have you ever used the tech support chat to solve a random problem on any software like Microsoft? The person helping you out with a solution is a software support technician. A software support technician is in charge of fixing software application problems, identifying system errors, and documenting solutions. They improve the customer experience within SaaS companies! To efficiently produce support tickets and resolve customers' difficulties, a software support technician needs to be very organized, have great communication, and have computer tool and application navigational abilities. Academically, you will need to have a bachelor's degree in computer science or IT support as well as some prior experience working as a support technician. This is how you make an interesting software support technician resume:

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Tips to help you write your Software Support Technician resume in 2024

   display your academic success in computer and information technology..

Employers need candidates with experience in computer science and knowledge of the subject. To grab their attention, be sure to highlight your degrees, certifications, and any merit-based honors in the field.

   Highlight important problem-solving achievements in your career.

Before users became aware of the software server's outage, did you diagnose any issues? Have customers praised your customer service abilities in reviews? In a prior position, did you create simple FAQs? Your resume should include these. It helps potential employers identify you as a practical and technical solution to their tech problems.

Skills you can include on your Software Support Technician resume

Template 2 of 6: software product support analyst resume example.

One step above the corporate ladder is the software product support analyst. As a software product support analyst, you’re often required to communicate directly with consumers facing issues. You are expected to assist and advise solutions to software problems such as malfunctions and bugs. Most job postings require a bachelor's degree in IT or computer science. Having a few years of experience in the field is always considered a bonus as it shows you are an analytical and experienced employee, who can provide valuable service. Let’s view an example of a good software product support analyst's resume:

Tips to help you write your Software Product Support Analyst resume in 2024

   show your knowledge of remote desktop support systems like teamviewer..

As a software product support analyst, you must work well in a team. Therefore, employers are more likely to want you on board if you mention that you are familiar with and flexible with working in teams by mentioning your expertise in remote-working platforms like TeamViewer or Zoho Assist.

   Mention your familiarity with networking systems and protocol.

A technical support professional is helpful to businesses if they know several operating systems. Include your operating system qualifications, but don't be afraid to mention that you also hold other technical credentials like CCNA, CNCT, CCENT, or CCNP.

Skills you can include on your Software Product Support Analyst resume

Template 3 of 6: technical support specialist resume example.

Let's chat about crafting resumes for a Technical Support Specialist role. This position is all about trouble-shooting, problem-solving, and, most importantly, communication. With remote work becoming the norm due to recent trends, these roles have expanded beyond local offices into global teams. When writing your resume, it's important to convey not just your technical efficiencies, but also your ability to explain complex issues in a clear and understandable manner. Remember, a tech support specialist is the bridge between sophisticated tech systems and their less tech-savvy users. Your future employer needs to know that you have a good grasp of both the technology you'll be supporting and the communication skills necessary to interact effectively with clients. No matter how complex the issue, the users will expect a simple and practical solution. Your resume should reflect your ability to excel in such scenarios and should highlight your understanding of the latest industry trends.

Tips to help you write your Technical Support Specialist resume in 2024

   highlight your problem-solving skills.

Highlight instances in your past roles where you went above and beyond to resolve a complex technical issue. Rather than focusing solely on the technical aspect, emphasize how you communicated the solution to non-technical team members or clients. Tech support isn't just about fixing things; it's about helping people understand what went wrong and how it was fixed.

   Demonstrate your expertise with remote support tools

With more teams working remotely, ability to use online technical support tools has become a must. Mention specific remote support tools you are familiar with, like Zendesk or TeamViewer. This shows you're prepared for the new reality of remote technical support.

Skills you can include on your Technical Support Specialist resume

Template 4 of 6: technical support specialist resume example.

Technical support specialists overlook problems that are beyond technical support representatives. They have greater knowledge of computer software and hardware. These specialists are focused on attending to technical requests to ensure productivity. Your job will require you to show excellent problem-solving and troubleshooting skills. Having great communication and the ability to explain things in layman’s terms will be useful because tech support specialists are relayers of information in a chain of teams. Here’s what a successful technical support specialist resume looks like:

   Quantify your achievements in numerical figures.

Quantifying your success is the finest strategy to draw in a new company. You can say how many support tickets you successfully resolved or how many bug-fixing reports you sent. You can also state how many individuals you were able to carry in a team if you have experience leading teams. Your resume will stand out with these numbers!

   Include relevant customer support experience from previous jobs.

One crucial skill that recruiters look for is the ability to communicate information to customers. If you list employment experience connected to customer support on your resume, it will speak for you. Working in retail or a call center are two examples of this!

Template 5 of 6: Technical Support Engineer Resume Example

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:

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.

Skills you can include on your Technical Support Engineer resume

Template 6 of 6: application support engineer resume example.

When businesses want to streamline their operations, they seek an application support engineer. These engineers are responsible to overlook the installation and maintenance of software applications important to the business, assisting wherever necessary. Being an application support engineer means being an expert on software stacks and timely debugging and maintaining software. They need to be communicative and responsible with time, along with having a bachelor’s degree in computer science or information technology. If this job sounds like the one you’re seeking, we have a great resume template for you to take inspiration from!

Tips to help you write your Application Support Engineer resume in 2024

   demonstrate technical programming skills through projects..

Your projects that are built upon various programming languages and frameworks can make a difference to your resume. Some of the most important languages that employers often look for are Java, C++, Javascript, .Net languages as well as HTML. Some framework examples can include Emmet, jQuery, Bootstrap as well as Sass.

   Show your abilities in using common software tools.

Experience with data management, online platform development, and proprietary business software can help your resume stand out. It demonstrates your capacity for successfully managing the technical components of your profession and establishes your skills before you even get the job! Some of these software includes Apache Hadoop and Ajax.

Skills you can include on your Application Support Engineer resume

As a hiring manager who has recruited technical support professionals at companies like Google, Microsoft, and Apple, I know what it takes to create a standout resume in this field. The following tips will help you showcase your skills and experience in a way that catches the attention of potential employers and sets you apart from other candidates.

   Highlight your technical expertise

Employers want to see that you have the technical skills needed to excel in a technical support role. Be sure to highlight your expertise in the following areas:

• Operating systems like Windows, Mac OS, and Linux
• Hardware components such as servers, routers, and switches
• Networking protocols and troubleshooting techniques
• Remote desktop and screen sharing tools

Avoid simply listing these skills without context. Instead, provide specific examples of how you've used them to solve problems and support end-users. For example:

Resolved complex network connectivity issues by analyzing packet captures using Wireshark and implementing firewall rule changes to restore service for over 500 users.

   Quantify your impact with metrics

Numbers speak louder than words when it comes to demonstrating your value as a technical support professional. Use metrics to quantify the impact of your work, such as:

• Number of tickets resolved per day/week/month
• Average resolution time for support requests
• Customer satisfaction scores or ratings
• Percentage reduction in escalations or repeat issues

Avoid vague statements that lack context, like:

• Handled a high volume of support tickets
• Provided excellent customer service

Instead, be specific and use numbers to back up your claims:

• Consistently resolved an average of 50+ support tickets per week while maintaining a 98% customer satisfaction rating
• Reduced average ticket resolution time by 30% through process improvements and automation

   Showcase your problem-solving skills

Technical support is all about troubleshooting and problem-solving. Employers want to see examples of how you've used your analytical skills to diagnose and resolve complex issues. When describing your experience, focus on:

• The specific problem or challenge you faced
• The steps you took to investigate and identify the root cause
• The solution you implemented to resolve the issue
• The impact of your resolution (e.g. number of users affected, system downtime avoided)

For example:

Investigated and resolved a critical application performance issue affecting over 10,000 users worldwide. Collaborated with development teams to identify a memory leak in the code and implemented a patch, restoring normal operation within 2 hours and preventing an estimated $50,000 in lost productivity.

   Highlight your communication skills

As a technical support professional, you'll often need to explain complex technical concepts to non-technical users. Employers want to see that you have strong communication skills and can adapt your language to your audience. In your resume, include examples of how you've:

• Clearly explained technical solutions to end-users
• Created user guides, knowledge base articles, or other documentation
• Collaborated with cross-functional teams to resolve issues
• Presented technical information to stakeholders or leadership

Created a series of user guides and video tutorials on common IT issues, reducing helpdesk ticket volume by 25% and empowering users to resolve basic problems on their own.

   Include relevant certifications and training

In the technical support field, certifications demonstrate your knowledge and commitment to staying current with industry best practices. Be sure to include any relevant certifications you hold, such as:

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

In addition to certifications, highlight any relevant training or professional development you've completed. This could include vendor-specific courses, online learning platforms like Coursera or Pluralsight, or in-person workshops and conferences.

Remember, the key is to focus on certifications and training that are directly relevant to the technical support role you're seeking. Avoid listing certifications that are outdated or not applicable to the position.

   Tailor your resume to the job description

One of the biggest mistakes job seekers make is using the same generic resume for every application. To stand out, you need to tailor your resume to the specific job description and company. Here's how:

• Read the job description carefully and identify the key skills, experience, and qualifications required
• Highlight the parts of your background that match these requirements, using similar language and keywords
• Include specific examples and metrics that demonstrate your fit for the role
• Research the company and industry, and incorporate any relevant insights or terminology

For example, if the job description emphasizes experience with cloud computing platforms like AWS or Azure, be sure to highlight any relevant projects or certifications you have in this area. If the company is known for its commitment to customer service, include examples of how you've gone above and beyond to support end-users.

By tailoring your resume to the specific job and company, you'll show employers that you've done your research and are a strong fit for the role.

Writing Your Technical Support Resume: Section By Section

  header, 1. put your name front and center.

Your name should be the largest text on your resume, typically 14-16pt font. It's best to use the name you use in professional contexts, which is likely the same one on your LinkedIn profile.

Make sure your name is on its own line and stands out from the rest of your contact details:

• John Q. Smith
• 123-456-7890 | [email protected] | linkedin.com/in/johnqsmith

Avoid these common mistakes:

• JOHN QUINCY SMITH (all caps looks unprofessional)
• John Smith, Technical Support Specialist (no job titles)
• John Smith, 123 Main St, New York, NY 10001, 123-456-7890, [email protected] (full address is unnecessary)

2. Include essential contact details

In addition to your name, your header should contain:

• Phone number
• Professional email address
• LinkedIn profile URL
• City and state (optional)

Technical support roles often require troubleshooting via phone, so listing your number is important. Use a professional email with a simple format like [email protected] . Avoid outdated domains like AOL or Hotmail that might age you.

Bad example:

• [email protected]

Good example:

If you have a strong LinkedIn profile, include the URL. Recruiters often cross-reference it with your resume. Just use the unique part after linkedin.com/, not the full link.

Tip: Ensure your LinkedIn is as compelling as your resume. Use our free LinkedIn Review tool to optimize your profile and showcase your technical support expertise.

3. Keep it clean and simple

Stick to a clean, easy-to-read design for your header. Use a common font like Arial or Calibri. Bold your name and consider using light dividing lines to separate it from your other details.

John Smith ———————— [email protected] | 212-555-1234 | New York, NY | linkedin.com/in/jsmith

Avoid graphics, photos, logos or other embellishments in your header. Applicant tracking systems can have trouble parsing those elements. Busy hiring managers also prefer simple, straightforward headers.

Remember, the goal is to make it easy for recruiters to know who you are and how to contact you. An uncluttered header with key details does the job best.

  Summary

A resume summary for technical support roles is optional. It can be beneficial if you're making a career change and your past experience doesn't directly align with technical support, or if you're an experienced professional with many years in the field. A summary allows you to provide additional context and highlight key skills that may not be immediately apparent from your work history alone.

However, avoid using an objective statement, as they are outdated and focus on your own goals rather than how you can contribute to the company. Instead, use your summary to showcase your most relevant qualifications and the value you bring to a technical support position.

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

1. Tailor your summary to the specific role

When crafting your technical support resume summary, it's crucial to align it with the specific job requirements. Many candidates make the mistake of using a generic, one-size-fits-all summary:

Experienced IT professional seeking a challenging technical support position to utilize my skills and grow my career.

Instead, highlight your most relevant technical support qualifications and the value you offer:

Technical Support Specialist with 5+ years of experience troubleshooting and resolving complex hardware, software, and network issues. Skilled at communicating with non-technical users and providing exceptional customer service. Seeking to leverage my expertise to improve customer satisfaction and retention for [Company Name].

2. Quantify your achievements

When possible, use numbers and metrics to quantify your accomplishments in your summary. This helps provide concrete evidence of your abilities and makes your summary more impactful. Compare the following examples:

• Experienced in resolving technical issues and providing customer support

Instead, quantify your experience like this:

• Resolved an average of 50+ technical support tickets per week while maintaining a 95% customer satisfaction rating

By incorporating numbers, you give hiring managers a tangible sense of your capabilities and the level of impact you can bring to their technical support team.

3. Showcase your technical and soft skills

A standout technical support resume summary should highlight both your technical expertise and your soft skills. Technical skills demonstrate your ability to troubleshoot and resolve issues, while soft skills show you can effectively communicate with and support customers.

Include specific technical skills, tools, and methodologies you're proficient in:

• Proficient in Windows, macOS, iOS, and Android troubleshooting
• Experienced with remote desktop tools, ticketing systems, and knowledge bases

Complement these with relevant soft skills:

• Excellent active listening and problem-solving abilities
• Strong written and verbal communication skills

By showcasing both skill sets in your summary, you demonstrate that you have the well-rounded expertise needed to excel in a technical support role.

  Experience

Your work experience section is the heart of your resume and should effectively demonstrate your ability to excel in a technical support role. Highlight your most relevant and impressive accomplishments, and show the impact you've made in previous positions.

1. Focus on customer service and problem-solving skills

Emphasize your customer service expertise and problem-solving abilities, as these are crucial for success in technical support roles. Showcase specific examples of how you've assisted customers and resolved complex issues.

• Resolved an average of 50+ customer inquiries daily, maintaining a 95% customer satisfaction rating
• Troubleshot and resolved complex software issues, reducing average ticket resolution time by 25%

Avoid generic statements that don't highlight your specific contributions:

• Responsible for answering customer questions
• Helped customers with technical problems

2. Highlight technical expertise and tools

Demonstrate your proficiency with relevant technical tools, systems, and methodologies used in your previous roles. This showcases your ability to adapt to new technologies and work efficiently.

• Expertly navigated Zendesk CRM to manage and prioritize customer tickets
• Utilized advanced troubleshooting techniques to diagnose and resolve network connectivity issues

Compare this to a resume that lacks specific tools and technologies:

• Used a ticketing system to manage customer inquiries
• Helped customers with network problems

3. Quantify your achievements with metrics

Whenever possible, use metrics to quantify your achievements and demonstrate the impact of your work. This helps hiring managers understand the scale and scope of your contributions.

• Implemented a new troubleshooting guide, reducing average call handle time by 90 seconds
• Maintained a first-call resolution rate of 85%, surpassing team targets by 15%

Improved efficiency by creating a troubleshooting guide and consistently met first-call resolution targets

While this example mentions positive achievements, it lacks the specific metrics that make the accomplishments more tangible and impressive.

4. Showcase promotions and career growth

If you've been promoted or taken on additional responsibilities in your previous technical support roles, make sure to highlight this in your work experience section. This demonstrates your ability to grow and succeed within an organization.

• Promoted to Senior Technical Support Representative after consistently exceeding performance targets
• Trained and mentored a team of 5 junior support representatives, contributing to a 20% increase in overall team efficiency

Avoid downplaying your career progression with vague statements:

• Worked as a Technical Support Representative and then got promoted
• Helped train new team members

  Education

The education section of your technical support resume should be concise and highlight your most relevant qualifications. It's important to tailor this section to the specific job you're applying for, emphasizing the skills and knowledge that are most valuable in the technical support field.

1. List your highest degree first

Start with your most recent or highest level of education, such as a bachelor's or associate's degree in a relevant field like computer science, information technology, or engineering. If you have multiple degrees, list them in reverse chronological order.

Bachelor of Science in Computer Science University of California, Los Angeles Graduated: May 2020

2. Include relevant coursework and projects

If you're a recent graduate or have limited work experience, highlighting relevant coursework and projects can demonstrate your skills and knowledge to potential employers. Focus on courses and projects that showcase your technical abilities, problem-solving skills, and customer service experience.

• Relevant Coursework: Network Administration, Database Management, Software Troubleshooting
• Senior Project: Developed a user-friendly troubleshooting guide for common software issues, reducing support ticket response time by 20%

3. Showcase technical certifications

In the technical support field, certifications can be just as valuable as traditional degrees. If you have earned any relevant certifications, such as CompTIA A+, Network+, or ITIL, include them in your education section or create a separate 'Certifications' section.

CompTIA A+ Certification Earned: September 2021

For senior-level technical support professionals, it's important to keep the education section concise and focus on your most impressive qualifications. Avoid listing outdated or irrelevant certifications, as they may distract from your more recent achievements.

4. Tailor your education section to the job

When applying for technical support positions, it's essential to customize your education section to highlight the skills and knowledge that are most relevant to the specific job. Review the job description carefully and emphasize the qualifications that match the employer's requirements.

For example, if the job description mentions a preference for candidates with experience in a specific operating system or software, make sure to highlight any related coursework or certifications you have.

• Bachelor of Arts in English Literature
• Relevant Coursework: Creative Writing, British Literature, Poetry Analysis
• Bachelor of Science in Information Technology
• Relevant Coursework: Operating Systems, Network Security, Technical Writing

Action Verbs For Technical Support Resumes

Actions speak louder than words. But for a technical support resume, action words speak the loudest to recruiters. Your profile should show words like … and … to display your ability to work best as technical support personnel. It is the profession where your past performance plays a great role so make sure to add these action verbs to your resume wherever possible:

• Troubleshoot
• Implemented

For more related action verbs, visit IT Action Verbs .

For a full list of effective resume action verbs, visit Resume Action Verbs .

Action Verbs for Technical Support Resumes

Skills for technical support resumes.

What goes into creating solid technical support? It certainly helps to have a solid grasp of programming languages and networks. But it's not just scientific and technology-based; it also involves sharing ideas and working in teams to find solutions to a wide range of issues. Effective time and project management is another skill that technical support must possess.

Having certifications in technical engineering, university degrees along with relevant hard skills should be included in your resume. They help recruiters identify a successful applicant who is experienced in the field and has solutions to all problems. Here is a list of all skills that you should include in your resume as long as you possess them:

• Technical Support
• Troubleshooting
• Active Directory
• Windows Server
• Operating Systems
• Software Installation
• System Administration
• Computer Hardware
• Network Administration
• Microsoft Access
• Engineering
• Telecommunications
• Virtual Private Network (VPN)
• IT Service Management
• Project Management
• Domain Name System (DNS)
• Dynamic Host Configuration Protocol (DHCP)
• Internet Protocol Suite (TCP/IP)
• Customer Service

How To Write Your Skills Section On a Technical Support Resumes

You can include the above skills in a dedicated Skills section on your resume, or weave them in your experience. Here's how you might create your dedicated skills section:

Skills Word Cloud For Technical Support Resumes

This word cloud highlights the important keywords that appear on Technical Support job descriptions and resumes. The bigger the word, the more frequently it appears on job postings, and the more 'important' it is.

How to use these skills?

Other engineering resumes, cloud engineer.

Desktop Support

IT Specialist

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Technical Support Engineer Resume Example (Free Guide)

Create an technical support engineer resume that lands you the interview with our free examples and writing tips. use and customize our template and land an interview today..

Welcome to our article on Technical Support Engineer Resume Examples! Here, you will find a comprehensive guide to writing a resume that will help you stand out in the competitive field of technical support engineering. With the help of our resume examples, you can craft a resume that captures the attention of employers and highlights your skills and experience in this field. Keep reading to learn how to make the most of your resume and land the job of your dreams!

We will cover:

• How to write a resume , no matter your industry or job title.
• What to put on a resume to stand out.
• The top skills employers from every industry want to see.
• How to build a resume fast with our professional Resume Builder .
• What a resume template is, and why you should use it.

What does a Technical Support Engineer do?

A Technical Support Engineer provides assistance to customers and users of a company's products or services. This includes troubleshooting, answering questions, and providing technical assistance related to the product. They may also be responsible for performing system tests, analyzing system performance and making improvements, and providing training and support to users. In addition, they may be required to develop and maintain support documentation, as well as work with other departments within the company to ensure customer satisfaction.

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What are some responsibilities of a Technical Support Engineer?

• Diagnose and troubleshoot technical issues in hardware, software, and networking
• Install, configure, test, and maintain operating systems, application software, and system management tools
• Provide technical support to customers through phone, email, or chat
• Provide hardware and software support for servers and workstations
• Create and update documentation for customers and internal usage
• Perform system backups and recovery
• Monitor system performance and integrity
• Identify, research, and resolve technical problems
• Provide assistance to customers in setting up their systems
• Maintain and update inventory records

Sample Technical Support Engineer Resume for Inspiration

Personal Details: Name: John Doe Address: 123 Main Street, Somewhereville, USA Phone: (123) 456-7890 Email: [email protected]

Summary: John Doe is an experienced Technical Support Engineer with 5+ years of experience in providing technical support in a fast-paced environment. He has a passion for troubleshooting and finding creative solutions to complex technical issues. He is highly organized, with excellent communication and customer service skills. He is certified in a range of technologies, including Windows and Linux, and is proficient in both written and spoken English.

Work Experience: Technical Support Engineer, ABC Company, 2017-2020

• Provided technical support to customers and employees in a fast-paced environment.
• Diagnosed and troubleshot hardware and software problems.
• Provided resolution for complex technical issues.
• Trained new employees on technical support processes.
• Assisted customers with installation and set up of hardware and software.
• Monitored and maintained the company's computer networks.
• Installed, configured, and updated hardware and software.
• Implemented security policies to protect the network.
• Resolved network issues quickly and efficiently.
• Provided technical support and training to end-users.

Education: Bachelor of Science, Computer Science, University of Somewhere, USA, 2012-2015

• Troubleshooting
• Network Administration
• Installation & Setup
• Customer Service
• Systems Analysis

Certifications:

• Microsoft Certified Systems Engineer
• CompTIA A+ Certified Technician
• CompTIA Network+ Certified Technician

Languages: English (Fluent)

Resume tips for Technical Support Engineer

Creating a perfect, career-launching resume is no easy task. Following general writing rules can help, but it is also smart to get advice tailored to your specific job search. When you’re new to the employment world, you need Technical Support Engineer resume tips. We collected the best tips from seasoned Technical Support Engineer - Check out their advice to not only make your writing process easier but also increase your chances of creating a resume that piques the interest of prospective employers.

• Highlight your technical skills and certifications to show your expertise in the field.
• Make sure to include relevant experience that is related to the position you’re applying for.
• Include soft skills such as customer service, communication, and problem-solving.
• Make sure to showcase accomplishments such as successful customer resolutions and projects you’ve completed.
• Include any relevant training or special courses that you’ve taken that could help you in this role.

Technical Support Engineer Resume Summary Examples

A resume summary or resume objective is a great way to highlight the most important qualifications and experiences you have that make you the ideal candidate for a Technical Support Engineer position. The resume summary or objective should include your technical knowledge and experience, customer service experience, and any certifications or special qualifications you may have. It should also include any soft skills that would make you a great fit for the position. By providing a comprehensive summary or objective, employers can quickly assess your qualifications and determine if you are a good fit for the job. For Example:

• Highly experienced Technical Support Engineer, with 8+ years of experience in troubleshooting and resolving complex customer issues, and providing quality customer service.
• Skilled Technical Support Engineer, providing dedicated support to customers and resolving IT issues in a timely manner.
• Talented Technical Support Engineer, with knowledge of system installation, troubleshooting and diagnostics. Proven ability to assess customer needs and provide effective solutions.
• Knowledgeable Technical Support Engineer, providing technical assistance to customers and colleagues. Adept at identifying, diagnosing and resolving complex customer issues.
• Motivated Technical Support Engineer, with expertise in solving customer queries and providing technical guidance and advice. Skilled in setting up and configuring systems.

Build a Strong Experience Section for Your Technical Support Engineer Resume

Building a strong experience section for a technical support engineer resume is important for a number of reasons. First, technical support engineers provide specialized problem-solving and customer service, so it is important to demonstrate that you have the right skills and experience to do the job. Additionally, a strong experience section can show potential employers that you have the necessary knowledge and experience to quickly and effectively solve customer issues. Finally, it is important to demonstrate your ability to work well with customers, as well as other teammates, in order to build and maintain long-term relationships. For Example:

• Provided technical support to internal and external customers in a timely and professional manner.
• Diagnosed and resolved technical hardware and software issues for clients.
• Assisted clients with product installation, configuration and troubleshooting.
• Researched, identified, and resolved technical problems from incoming inquiries.
• Maintained and updated technical documentation and knowledgebase.
• Responded to customer inquiries via phone, email, and chat support.
• Created and modified technical manuals for internal and external customers.
• Provided remote support to both on-site and off-site employees.
• Monitored system performance and identified potential areas of improvement.
• Conducted system tests to ensure proper functionality and performance.

Technical Support Engineer resume education example

Technical support engineers typically need at least a bachelor's degree in computer science, information systems, or a related field. However, some employers may accept candidates with an associate's degree and relevant experience. Technical support engineers must also have a strong knowledge of computer hardware, software, networking systems, and other related technologies. They must also possess strong problem-solving and communication skills. Here is an example of an experience listing suitable for a Technical Support Engineer resume:

• Bachelor of Science in Computer Engineering, University of California, San Diego, CA - 2016
• Associate of Applied Science in Computer Networking, California State University, San Francisco, CA - 2014
• Certified System Administrator, Microsoft Technology Associate - 2012
• Certified Network Engineer, Cisco Certified Network Associate - 2011

Technical Support Engineer Skills for a Resume

It is important to add skills for a Technical Support Engineer Resume because employers are looking for candidates who possess the required technical skills to perform the job effectively. Skills such as technical troubleshooting, customer service, system installation and configuration, networking, and database management demonstrate the applicant’s understanding of the technical aspects of the job. Additionally, employers may also be looking for skills in leadership, problem solving, and communications, which are important areas of expertise for a Technical Support Engineer. By including a comprehensive skills section on a resume, applicants can demonstrate to employers that they have the skills to perform the job successfully. Soft Skills:

• Problem-solving
• Communication
• Organizational
• Time Management
• Multi-tasking
• Adaptability
• Attention to Detail
• Hardware Troubleshooting
• Software Installation
• Problem Solving
• Computer Maintenance
• Network Security
• Data Analysis
• Scripting Languages
• Server Administration

Common Mistakes to Avoid When Writing a Technical Support Engineer Resume

In this competitive job market, employers receive an average of 180 applications for each open position. To process these resumes, companies often rely on automated applicant tracking systems, which can sift through resumes and eliminate the least qualified applicants. If your resume is among the few that make it past these bots, it must still impress the recruiter or hiring manager. With so many applications coming in, recruiters typically give each resume only 5 seconds of their attention before deciding whether to discard it. Considering this, it's best to avoid including any distracting information on your application that could cause it to be thrown away. To help make sure your resume stands out, review the list below of what you should not include on your job application.

• Not including a cover letter. A cover letter is a great way to explain why you are the best candidate for the job and why you want the position.
• Using too much jargon. Hiring managers do not want to read a resume full of technical terms that they do not understand.
• Omitting important details. Make sure to include your contact information, educational background, job history, and any relevant skills and experiences.
• Using a generic template. Take the time to customize your resume to the job you are applying for. This will show the employer that you are serious about the position.
• Spelling and grammar errors. Always double-check your resume for typos, spelling mistakes, and grammar errors.
• Focusing too much on duties. Make sure to include accomplishments and successes to show the employer that you are a great candidate.
• Including personal information. Avoid including any personal information such as age, marital status, or religious beliefs.

Key takeaways for a Technical Support Engineer resume

• Highlight relevant technical certifications and qualifications
• Include a comprehensive list of technical proficiencies
• Provide a detailed account of past experience and accomplishments
• Outline problem-solving and troubleshooting skills
• Highlight customer service and communication abilities
• Mention any experience with software or hardware installation
• Showcase the ability to troubleshoot complex technical problems
• Demonstrate an understanding of technical standards and protocols
• Present knowledge of troubleshooting tools and processes

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Technical Support Engineer resume examples for 2024

A technical support engineer resume should highlight strong customer service skills, the ability to troubleshoot technical issues, and proficiency in operating systems like Linux and Unix. As Austin McCoy , Director of Javelina Engineering Student Success Center at Texas A&M University - Kingsville, puts it, "Good leadership skills and involvement on campus and in the community and activities where the individual works as part of a team" are also important. A well-written resume that showcases technical writing skills and is easy to read can also stand out to recruiters.

Technical Support Engineer resume example

How to format your technical support engineer resume:.

• Match the job title on your Technical Support Engineer resume to the applied position.
• Highlight achievements instead of responsibilities in your work experience section.
• Most recruiters and hiring managers prefer a one-page Technical Support Engineer resume.

Choose from 10+ customizable technical support engineer resume templates

Choose from a variety of easy-to-use technical support engineer resume templates and get expert advice from Zippia’s AI resume writer along the way. Using pre-approved templates, you can rest assured that the structure and format of your technical support engineer resume is top notch. Choose a template with the colors, fonts & text sizes that are appropriate for your industry.

Professional technical support engineer resume example

Resume tips to land the job:.

• If you're choosing between a resume objective or work experience and you want to fit your resume on one page, always choose work experience. However, it's ok for senior level technical support engineer resumes to be two full pages long.
• Recruiters and hiring managers suggest short, succinct bullet points, instead of long, wordy paragraphs. Make it easy for recruiters to understand your key accomplishments, in 30 seconds.
• As a rule of thumb, lead each bullet point with a verb such "Grew", "Increased", or "Developed".

Technical Support Engineer resume format and sections

1. add contact information to your technical support engineer resume.

Technical Support Engineer Resume Contact Information Example # 1

Montgomery, AL 36043| 333-111-2222 | [email protected]

2. Add relevant education to your technical support engineer resume

Your resume's education section should include:

• The name of your school
• The date you graduated ( Month, Year or Year are both appropriate)
• The name of your degree

If you graduated more than 15 years ago, you should consider dropping your graduation date to avoid age discrimination.

Optional subsections for your education section include:

• Academic awards (Dean's List, Latin honors, etc. )
• GPA (if you're a recent graduate and your GPA was 3.5+)
• Extra certifications
• Academic projects (thesis, dissertation, etc. )

Other tips to consider when writing your education section include:

• If you're a recent graduate, you might opt to place your education section above your experience section
• The more work experience you get, the shorter your education section should be
• List your education in reverse chronological order, with your most recent and high-ranking degrees first
• If you haven't graduated yet, you can include "Expected graduation date" to the entry for that school

Check More About Technical Support Engineer Education

Technical Support Engineer Resume Relevant Education Example # 1

Master's Degree In Computer Networking 2014 - 2015

DeVry University Oakbrook Terrace, IL

Technical Support Engineer Resume Relevant Education Example # 2

Bachelor's Degree In Computer Science 2005 - 2008

DePaul University Chicago, IL

3. Next, create a technical support engineer skills section on your resume

Your resume's skills section should include the most important keywords from the job description, as long as you actually have those skills. If you haven't started your job search yet, you can look over resumes to get an idea of what skills are the most important.

Here are some tips to keep in mind when writing your resume's skills section:

• Include 6-12 skills, in bullet point form
• List mostly hard skills ; soft skills are hard to test
• Emphasize the skills that are most important for the job

Hard skills are generally more important to hiring managers because they relate to on-the-job knowledge and specific experience with a certain technology or process.

Soft skills are also valuable, as they're highly transferable and make you a great person to work alongside, but they're impossible to prove on a resume.

Example of skills to include on an technical support engineer resume

Technical support or tech support are the services provided by any hardware or software company to users. They help in solving the technical difficulties the customers face with their products or services. Moreover, the tech support employees maintain, manage, and repair the IT faults. They are also responsible for resolving the network problems, installing and configuring hardware and software.

Customer service is the process of offering assistance to all the current and potential customers -- answering questions, fixing problems, and providing excellent service. The main goal of customer service is to build a strong relationship with the customers so that they keep coming back for more business.

Troubleshooting is the process of analyzing and fixing any kind of problem in a system or a machine. Troubleshooting is the detailed yet quick search in the system for the main source of an issue and solving it.

Java is a widely-known programming language that was invented in 1995 and is owned by Oracle. It is a server-side language that was created to let app developers "write once, run anywhere". It is easy and simple to learn and use and is powerful, fast, and secure. This object-oriented programming language lets the code be reused that automatically lowers the development cost. Java is specially used for android apps, web and application servers, games, database connections, etc. This programming language is closely related to C++ making it easier for the users to switch between the two.

Linux is a Unix-like operating system. Just like Windows, Mac OS, and IOS, Linux is an operating system used by millions across the globe. Android itself is powered by the Linux operating system. Linux manages all the hardware resources that are associated with your computer. The software is famous because of the protection it grants from viruses, malware, and crashes. The Linux operating system is entirely free and is an open-source software meaning it can be altered by those equipped with the knowledge to code.

A database is a collection of data and information which makes it easy to view, access, and manage. Databases save a lot of time and can store huge amounts of data. Databases make sorting data easier and stores it in certain fields which narrows the searching criteria. A database usually contains tables, graphs, and columns to display data.

In technical terms, OS stands for "Operating System". It is a software that is used to run programs on the computer. An operating system acts as a link between the user and the hardware components. Windows, macOS, iOS, Linux are examples of an operating system.

Top Skills for a Technical Support Engineer

• Technical Support , 15.0%
• Customer Service , 8.4%
• Troubleshoot , 6.6%
• Java , 4.8%
• Other Skills , 65.2%

4. List your technical support engineer experience

The most important part of any resume for a technical support engineer is the experience section. Recruiters and hiring managers expect to see your experience listed in reverse chronological order, meaning that you should begin with your most recent experience and then work backwards.

Don't just list your job duties below each job entry. Instead, make sure most of your bullet points discuss impressive achievements from your past positions. Whenever you can, use numbers to contextualize your accomplishments for the hiring manager reading your resume.

It's okay if you can't include exact percentages or dollar figures. There's a big difference even between saying "Managed a team of technical support engineers" and "Managed a team of 6 technical support engineers over a 9-month project. "

Most importantly, make sure that the experience you include is relevant to the job you're applying for. Use the job description to ensure that each bullet point on your resume is appropriate and helpful.

• Expedited problem research and possible resolution/workaround Outlook and other email clients configuration.
• Configured and deployed desktop environments in accordance with company best Responsible for providing technical and sales assistance to team members.
• Performed first-level core troubleshooting on software system problems and delivered accurate technical solutions.
• Identified and resolved vulnerabilities via USAF retina scans after installing various windows operating systems.
• Conducted training courses in Information Technology Infrastructure Library (ITIL) at the Foundations and Maters level.
• Provided 2nd line support for the following UNIX O/S software: HP-UX 10.20, AIX 4.2.1, Solaris 2.7.
• Discussed issues/concerns with vendors (including Microsoft, Reuters, and Cisco) to form viable solutions.
• Re-imaged machines when required, on request or own judgment.
• Fixed VPN and token connection issues for remote users.
• Conducted training and provided troubleshooting assistance as needed.
• Coordinated with development team and Thunderbolt device vendors for verification testing with new system products.
• Authored knowledgebase articles on customer-facing engineering issues distributed live on the intranet and internet.
• Enforced quick and dependable troubleshooting resolutions for computer software and hardware issues associated with custom integration accounts.
• Managed, validated, and approved vendor engineering change requests.
• Exceeded Intel POR memory speed/voltage settings for selected configurations.
• Imaged, deployed, and maintain the laptop(s) and desktop(s) used in the enterprise environment.
• Deployed e-Business client applications to the desktop computers using Tivoli Software Distribution.
• Provided excellent suppose to internal and external customers.
• Provided remote and onsite troubleshooting, support, tasking and escalation as required.
• Used powershell commands to manage domain controllers.

5. Highlight technical support engineer certifications on your resume

Specific technical support engineer certifications can be a powerful tool to show employers you've developed the appropriate skills.

If you have any of these certifications, make sure to put them on your technical support engineer resume:

• Cisco Certified Network Associate (CCNA)
• Master Certified Electronics Technician (CETma)
• CCNP Service Provider Operations (CCNP)
• Cisco Certified Entry Networking Technician (CCENT)
• Certified Network Computer Technician (CNCT)
• Software Engineering Master Certification (SEMC)
• Microsoft Certified Systems Engineer (MCSE)
• Dell Certified Systems Expert (DCSE)
• Microsoft Certified Desktop Support Technician (MCDST)
• Engineer In Training Certification (EIT)

6. Finally, add an technical support engineer resume summary or objective statement

A resume summary statement consists of 1-3 sentences at the top of your technical support engineer resume that quickly summarizes who you are and what you have to offer. The summary statement should include your job title, years of experience (if it's 3+), and an impressive accomplishment, if you have space for it.

Remember to emphasize skills and experiences that feature in the job description.

Common technical support engineer resume skills

• Technical Support
• Customer Service
• Troubleshoot
• Customer Issues
• Customer Satisfaction
• Customer Support
• Technical Issues
• Technical Problems
• Provide Technical Assistance
• Strong Customer Service
• Problem Resolution
• Technical Assistance
• Remote Troubleshooting
• Windows Server
• Technical Troubleshooting
• Excellent Interpersonal
• Virtualization
• Software Support
• Network Troubleshooting
• Customer Sites

Professional technical support engineer resume templates

Technical Support Engineer Jobs

Links to help optimize your technical support engineer resume.

• How To Write A Resume
• List Of Skills For Your Resume
• How To Write A Resume Summary Statement
• Action Words For Your Resume
• How To List References On Your Resume

Technical Support Engineer resume FAQs

What are some technical skills to put on a resume for electrical engineering, search for technical support engineer jobs.

Updated June 25, 2024

Editorial Staff

The Zippia Research Team has spent countless hours reviewing resumes, job postings, and government data to determine what goes into getting a job in each phase of life. Professional writers and data scientists comprise the Zippia Research Team.

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5 Amazing technical support engineer Resume Examples (Updated 2023) + Skills & Job Descriptions

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Technical support engineer: resume samples & writing guide, employment history.

• Develop and implement procedures for system maintenance and troubleshooting
• Respond to customer inquiries and provide technical support
• Monitor system performance and provide system maintenance and upgrades
• Research and recommend new technologies and solutions
• Monitor system security and ensure compliance with security policies
• Create and maintain technical documentation
• Diagnose and resolve software and hardware related issues
• Maintain user accounts and passwords

Do you already have a resume? Use our PDF converter and edit your resume.

• Provide support via phone, email, or chat
• Assist in the development and implementation of new systems and technologies
• Identify and resolve system issues in a timely manner
• Develop and maintain customer relationships
• Install, configure, and maintain computer systems and networks

Professional Summary

• Train users on new hardware and software

Not in love with this template? Browse our full library of resume templates

Table of Content

• Introduction
• Resume Samples & Writing Guide
• Resume Example 1
• Resume Example 2
• Resume Example 3
• Resume Example 4
• Resume Example 5
• Jobs Description
• Jobs Skills
• Technical Skills
• Soft Skills
• How to Improve Your Resume
• How to Optimize Your Resume
• Cover Letter Example

technical support engineer Job Descriptions; Explained

If you're applying for an technical support engineer position, it's important to tailor your resume to the specific job requirements in order to differentiate yourself from other candidates. Including accurate and relevant information that directly aligns with the job description can greatly increase your chances of securing an interview with potential employers. When crafting your resume, be sure to use action verbs and a clear, concise format to highlight your relevant skills and experience. Remember, the job description is your first opportunity to make an impression on recruiters, so pay close attention to the details and make sure you're presenting yourself in the best possible light.

technical support engineer (l2)

• Providing support for the internal Manipal Employees on Windows platform
• Managing users through Active Directory
• Providing network level support in IP conflict, port opening, cable connectivity checking and VLAN issue.
• Hands on experience with managing and deploying Windows servers (2008, 2008 R2)

technical support engineer

• Troubleshooting Hardware/Networking/OS related queries of global customers over phone.
• This also involves working in different time zones, providing remote solutions to problems
• Probe problems and explain the solution in such a way that non-technical users understand.
• Deal with basic operations on Active Directory to manager user accounts.
• Few of the operations supported are MS Outlook, SAP, Arcot VPN Client, Account ,Management and software installations.
• Provide technical support to clients (Advertisers, Publishers, AdNetwork etc)
• Provide training to the clients
• Provide implementation support to the clients
• Handle client escalations
• Write code for custom Ad Tags for the clients

sr. technical support engineer

• Working with Established Brand like Secureye. ENTER
• Cameras troubleshooting issue arise from installation and support team by creating the same environment as of customers.
• Troubleshooting of local as well as remote network to make the device online on cloud, DDNS and Static IP to be accessed from anywhere by configuring routers.
• Configuration of devices on different CMS on different platform (MAC & Windows).
• Camera related issues PTZ camera, IP camera, NVR, Network Keyboard etc. related support to customers on calls or using remote desktop.
• Testing of Mobile apps and CMS for windows PC.
• Providing support & training to the branches regarding new products & services. 
• Provided assistance with installation, configuration, management and troubleshooting of VMware’s Enterprise Suite of Products such as VMware vCloud Director, VMware vCloud Connector, VMware vCenter Chargeback, VMware vShield, vCenter and ESX/ ESXi
• Technical support for all VMware Virtual Center Components like Converter, Snapshot Manager, vMotion/Migrations, High-Availability, DRS, EVC, Update Manager, VMware Consolidated Backup, and           VMware Data Recovery (VDR)
• Handling business escalations from support teams across the globe
• Assisting in consolidation of physical to virtual environment by working in liaison with the field teams
• Taking part in consultation calls with VMware consultants and customers for new installations, pre upgrade/post upgrade scenarios
• Work as a technical backend for the pre-sales team to provide solutions and to run successful proof of concepts
• Collaborating with the engineering team and VMware partners like EMC, Dell, HP and Equallogic to provide faster resolution to customers

technical support engineer (l2) Job Skills

For an technical support engineer (l2) position, your job skills are a key factor in demonstrating your value to the company and showing recruiters that you're the ight fit for the role. It's important to be specific when highlighting your skills and ensure that they are directly aligned with the job requirements, as this can greatly improve your chances of being hired. By showcasing your relevant skills and experience, you can make a compelling case for why you're the best candidate for the job.

How to include technical skills in your resume:

Technical skills are a set of specialized abilities and knowledge required to perform a particular job effectively. Some examples of technical skills are data analysis, project management, software proficiency, and programming languages, to name a few. Add the technical skills that will get hired in your career field with our simple-to-use resume builder. Select your desired resume template, once you reach the skills section of the builder, manually write in the skill or simply click on "Add more skills". This will automatically generate the best skills for your career field, choose your skill level, and hit "Save & Next."

• Data Analysis
• Troubleshooting
• Quality Assurance
• Database Management
• Project Management
• Computer Literacy
• Technical Writing
• System Administration
• Software Development
• Operating Systems
• Programming
• Cloud Computing
• Web Technologies
• Mobile Technologies
• Virtualization
• Data Structures
• Network Protocols.

How to include soft skills in your resume:

Soft skills are non-technical skills that relate to how you work and that can be used in any job. Including soft skills such as time management, creative thinking, teamwork, and conflict resolution demonstrate your problem-solving abilities and show that you navigate challenges and changes in the workplace efficiently. Add competitive soft skills to make your resume stand-out to recruiters! Simply select your preferred resume template in the skills section, enter the skills manually or use the "Add more skills" option. Our resume builder will generate the most relevant soft skills for your career path. Choose your proficiency level for each skill, and then click "Save & Next" to proceed to the next section.

• Communication
• Interpersonal
• Time Management
• Problem Solving
• Decision Making
• Critical Thinking
• Adaptability
• Organization
• Public Speaking
• Negotiation
• Conflict Resolution
• Attention to Detail
• Self-Motivation
• Stress Management
• Collaboration
• Strategic Thinking
• Emotional Intelligence
• Flexibility
• Reliability
• Professionalism
• Customer Service
• Presentation
• Written Communication
• Social Media
• Supervisory
• Risk Management
• Documentation
• Financial Management
• Visualization
• Business Acumen
• Process Improvement
• Relationship Management.

How to Improve Your technical support engineer (l2) Resume

Navigating resume pitfalls can mean the difference between landing an interview or not. Missing job descriptions or unexplained work history gaps can cause recruiters to hesitate. Let's not even talk about the impact of bad grammar, and forgetting your contact info could leave your potential employer hanging. Aim to be comprehensive, concise, and accurate.

Unexplained Year Gaps and Missing Job Experiences are a No-no

Gaps in your resume can prevent recruiters from hiring you if you don't explain them..

• It's okay to have gaps in your work experience but always offer a valid explanation instead of just hiding it.
• Use the gap to talk about positive attributes or additional skills you've learned.
• Be honest and straightforward about the gap and explain it using a professional summary.

How to Optimize Your technical support engineer (l2) Resume

Keep an eye out for these resume traps. Neglecting to detail your job roles or explain gaps in your career can lead to unnecessary doubts. Grammar blunders can reflect negatively on you, and without contact information, how can employers reach you? Be meticulous and complete.

• Develp and implement proceduers for sytem maintanence and troublshooting
• Assit in the develpment and implemention of new systems and technologes
• Respond to customeer inquieries and provide technichal support
• Mointor system performance and provide system maintanence and upgrades
• Monitor system security and ensure complience with security policies
• Diagnose and reslove softwear and hardwear related issues.
• Crate and maintin technical documentations
• Troubleshoot technical issues and provide technicall assistence
• Monitor system performace and provide system maintenence and upgrates

Avoid Spelling Mistakes and Include your Contact Information

Missing contact information prevents recruiters from understanding you're the best fit for the position..

• Make sure you're not missing contact information on your resume. That should include your full name, telephone number and email address.
• Make sure to use a professional email address as part of your contact information.
• Highlight your contact information and double check that everything is accurate to help recruiters get in touch with you.

technical support engineer (l2) Cover Letter Example

A cover letter can be a valuable addition to your job application when applying for an technical support engineer (l2) position. Cover letters provide a concise summary of your qualifications, skills, and experience, also it also gives you an opportunity to explain why you're the best fit for the job. Crafting a cover letter that showcases your relevant experience and enthusiasm for the Accounts Payable role can significantly improve your chances of securing an interview.

Dear Hiring Committee

I am a highly motivated Technical Support Engineer with 5 years of experience in Information Technology (IT). I am excited to submit my application for the Chief Technical Support Engineer position at Amazon, where I believe my skills and expertise would be an excellent fit.

Growing up, I always had a fascination with Software Development. As I pursued my education and gained experience in this field, I realized that this was where I could make the most impact. I have had the opportunity to work on things throughout my career like personal projects and voluntary work, which have developed in me a deep understanding of the challenges and opportunities in this field. I am excited to bring my passion and expertise to the role at and help your organization achieve its goals.

Thank you for considering my application for the Chief Technical Support Engineer role at your organization. I am dedicated to continuous improvement, and elated about the opportunity to join your team and work towards achieving our shared goals together.

Showcase your most significant accomplishments and qualifications with this cover letter. Personalize this cover letter in just few minutes with our user-friendly tool!

Related Resumes & Cover Letters

Contemporary

Professional

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Support Engineer Resume Samples

The guide to resume tailoring.

Guide the recruiter to the conclusion that you are the best candidate for the support engineer job. It’s actually very simple. Tailor your resume by picking relevant responsibilities from the examples below and then add your accomplishments. This way, you can position yourself in the best way to get hired.

Craft your perfect resume by picking job responsibilities written by professional recruiters

Pick from the thousands of curated job responsibilities used by the leading companies, tailor your resume & cover letter with wording that best fits for each job you apply.

Create a Resume in Minutes with Professional Resume Templates

• Provide on site assistance to Waters’ Global Field Organization as directed by support manager
• Provide input to Service Account Manager performance reports to be presented to customer
• Using advanced knowledge of the workflow to suggest improvements to optimize performance
• Provide product input to Global Operations, Quality, Development, Service and Product Management
• Work with the senior members in the group to provide workarounds for the customer reported issues
• Drive efforts to improve and create visibility of operational metrics and identify opportunities for continuous improvement
• Evaluate and analyze systems, performance, issues and metrics in order to provide recommendations to engineering for service improvements
• Work/support business users to understand issues, develop root cause analysis and work with the team for the development of enhancements/fixes
• Provide feedback and assistance to the software development team for software product improvements
• Working closely with Internal/External Stakeholders, Development Architects/Managers & developers, across locations, to ensure timely delivery
• Work with Development and QA managers to have the performance issues resolved. Design, implement and unit test server-side JEE/Java code
• Manage and implement client focused trainings, including developing the curriculum and training materials, and providing in-person and online training
• Carrying out routine network management tasks including daily backups, anti-virus checking and other housekeeping tasks
• Production of Depot Safety Case reports / documentation in liaison with Engineering Manager, Production Managers and QHSE Manager
• Basic knowledge in SQL (Oracle/DB2/SQL Server): being able to write/update basic SQL queries
• Basic to advanced knowledge of Business Management Basics and of Basic Business Processes (hereunder HR processes)
• Good knowledge of TCP/IP networking and strong knowledge of DHCP in particular
• A working knowledge of Visual Studio and using it to manage an expansive web project. Good knowledge of Microsoft SQL
• Good knowledge on Basic networking concepts
• Strong research skills, ability to quickly grasp new concepts
• Basic knowledge of the ITIL framework Desirable
• Proactive and able to adapt quickly to a strong developing type of service delivery
• Good knowledge of data migration technique. Knowledge of Data Migration Framework (DMF)
• Strong Knowledge of Java / J2EE knowledge, experience of agile practices, participate in daily stand-ups, retrospectives and planning meetings

15 Support Engineer resume templates

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• Solve customer's problems/issues and being a Subject Matter Expert on tools configuration, integration and usage
• Work for our Customers around the globe
• Escalate unsolved problems to 3rd/4th level support and coaching 1str level support
• Identify opportunities for service improvements and implement them with the help of the management
• Create and update product-/process documents and knowledge-base
• Participate in Incident Management calls and their follow-up meetings
• Develop customer specific reports
• Develop customer specific reports Requirements
• At least 4-5 years of experience in IT and 2-3 years of experience or strong interest in software development environment (as a support, administrator, configuration specialist or similar)
• Good knowledge about software development methodologies
• Familiarity with software development tools
• Understanding of common issues/alerts and their troubleshooting in a distributed and global environment
• Good English language skills is a must,
• Highly service oriented
• Knowledge of Windows, XP, Windows 7 and general desktop support issues
• Knowledge of DNS, TCP/IP , DHCP and other networking concepts
• Experience in working for a Hedge Fund or supporting a Hedge Fund
• Solid customer facing, writing and verbal communication skills to manage demanding users in a high-pressure production environment a must
• Proven, demonstrable skills in front-end user setups and environment
• Solid technical and analytical skills
• Solid customer facing, writing and verbal communication skills
• Acting as the primary point of contact for the management, purchase and deployment of wireless communications devices (e.g. cell phones, Blackberries, iPhones, Androids and wireless data)
• Evaluating and making recommendations for all aspects of mobility including MDM software, devices, etc
• Managing wireless vendor relationships, tracking tasks, costs and credits
• Managing Blackberry Enterprise Server and MDM software solution, programming new Blackberries on BES, and programming new SmartPhones on AirWatch MDM software
• Reviewing contracts against current market rates and tariffs and contracts
• Providing basic-to-highly complex technical support to resolve wireless carrier activation/set up, configuration and usability questions for users
• Designing, maintaining, and distributing monthly reporting for wireless analysis
• College degree, or equivalent experience
• 3+ years of comprehensive experience and thorough understanding of wireless carrier billing and associated tariffs and contracts
• Experience working with carriers and their processes for escalating requests
• Strong ability to validate related carrier inventory and sound knowledge of carrier portals and reports
• Experience managing Blackberry Enterprise Server
• College Degree
• Certified in supporting all issues with BB, iPhone and Androids-Blackberry Certified
• Experience managing MDM solution
• Knowledge of AirWatch
• Responds promptly to requests for technical support via email, phone and in person as needed
• Responsible for troubleshooting hardware and applications, providing technical support and problem solving
• Documents status of cases and provides updates to management, team and end users
• Document common issues and resolutions in the form of wiki and knowledge base entries
• Provides timely resolution of problems or escalation on behalf of customer to technical staff or management
• Participates in an on-call rotation that includes after hours and weekend support
• Works with the Help Desk, Systems Administrators, Engineering Operations, Security and other teams to identify and resolve escalations and outages
• Supports security standards (antivirus/firewall/patching/two-factor authentication/access)
• Responsible for configuring various type of Mail clients, such as, Mac mail, entourage, outlook on Mac and Windows. High level of knowledge with MS product line
• Initiates and tracks service requests with 3rd party vendors
• Maintains standard operating procedures, best practices and customer service guidelines
• Participates in on boarding and training team members
• Drives quality and adherence to best practices within the team
• B.S. in Computer science or equivalent experience
• Minimum 3 years’ experience in IT Support in a professional environment
• Strong problem solving/analytical skills
• Experience with support ticket management and tracking
• Strong customer service, problem solving and teamwork abilities
• Outstanding communication and interpersonal skills
• Exceptional Mac troubleshooting skills including the ability to differentiate hardware and software issues
• Extensive knowledge of Mac OS 10.7x, 10.8x, 10.9x and iOS
• Strong knowledge of Outlook Exchange
• Network fundamentals (network configuration, VPN, printing, etc)
• Expert knowledge of Windows and Office
• Knowledge of video conferencing solutions and support
• IPhone and Android support experience
• Some heavy lifting required
• Hungry to learn and grow within the team
• 10% Travel required to support remote offices and events
• Comprehensive understanding of OSI model with a specific concentration on Layers 2-3
• Proven experience working as a remote member of an IT team
• Conference Room A/V Support and Live Event experience a plus
• Mac, Linux, MCSE or network certifications
• Knowledge of Mac Systems Administration concepts and tools
• Experience writing tools and automation to help with day to day tasks
• Previous experience with IP Telephony(VOIP) & H.323 are a huge plus
• Understanding of best security practices
• Respond to help requests from helpdesk ticket queue to assist and solve issues in lab in a timely manner
• Deploy new systems, both real and virtual as required. No physical racking necessary
• Help implement new lab-wide initiatives such as VMware vCloud Director
• 2-3 years Linux system administration
• 1-2 years VMware vCenter and ESXi administration
• 1-2 years Unix shell scripting (bash shell)
• 1-2 years experience with some programming or scripting language(Perl and/or Java preferred)
• Support Day-to-day operations of the CMS platform
• Troubleshooting of production issues and performing RCA
• Partnering with Engineering Devops teams on the engineering related issues
• Building Monitoring and automation scripts
• Deploying software to pre-prod and prod environment
• Operational readiness testing and Beta testing of software
• Design, develop, enhance and maintain system software in a Solaris / Windows NT / Linux development environment
• Provide support to local internal clients and assistance in the support of systems at other locations
• Follow standard design and implementation processes and procedures
• Develop well-defined software modules
• Perform well-defined unit, product level integration, and development tests
• Write portions of test plans
• Debug sections of the subsystem
• Provide 1st/2nd level technical support
• Generate and maintain both internal and end user documentation, as required
• Assist with the set up of IT equipment for end-users (manual lifting required)
• Ensure that asset management, licensing, WHS, and other company policies are being adhered to
• Ensure compliance with the Company’s confidentiality and proprietary standards
• Work with the support team, providing assistance and input with project tasks as required
• Practical experience providing technical support
• Have an understanding of network patching
• Linux, Windows and OSX Operating System exposure
• Working knowledge of networking and connectivity
• PC maintenance and software installation experience
• Installation and upgrading of PC hardware experience
• TAFE, University or industry certification/training in the field of IT preferable
• Previous experience working in a Helpdesk environment will be highly regarded
• To work within well-defined system support guidelines
• Registration of new known solutions and updating of existing known solutions based on the answers / solutions developed within own Line-organization or received from elsewhere
• To lead and execute the implementation of new software releases
• NMS/EMS for Optical Equipments. Should have worked on HP / SUN servers
• Basic knowledge on Operating System such as UNIX, Linux
• Indepth knowledge on protocols - TCP/IP / OSI etc
• Expertise on simulation of problems in lab environment and associated troubleshooting
• Experience on Datacom & IP equipments such as Routers, Switches etc. will be an advantage
• Support FFI, FNI, FOA, DVA, Projects CSR’s
• System Admin and Troubleshooting Expertise on HP UX V1/V2/V3
• Good level of System Admin and Troubleshooting skills on SUSE Linux SA
• System Admin and Troubleshooting Expertise on Solaris 9/10 SA
• System Admin and Troubleshooting Expertise on Windows Server SA
• Wide exposure on troubleshooting performances issue on HP/Solaris and Windows servers
• Exposure to HP and SUN High Availability solution(SG) including commissioning and troubleshooting skills
• Database admin and troubleshooting capabilities on SQL/Objectivity
• Decent Exposure at hardware level to the following series of servers
• HP PA-RISC/Itanium servers
• HP Proliant X86 Servers
• SUN SPARC/X86 servers
• In-depth knowledge on protocols - SNMP/ TCP/IP / OSI etc
• Scripting (PERL/Shell) basic level in order to be able to automize routine task and troubleshoot application threads
• Wide exposure on different database schemas and designing tools to overcome database discrepancies
• Expertise on executing test specifications to verify solution to issues raised
• Work with assigned Incidents, using support tools and according to global support processes and procedures
• Through contact with external customers and internal support functions gather data and information about any specific problem that has been reported to Ericsson Television
• Take ownership of the customer communication on assigned Incidents
• Analyse problems and identify suitable solutions to these problems
• Undertake customer visits to resolve significant or complex faults, after other interventions have failed
• Participate in a 24x7 standby roster to support Contract customers
• When required, provide basic product and system training to internal and external customers
• Report on faults and failures, including recommendations on remedial steps and improvements, for feedback to the development and production functions
• Educated to a degree level in Electronic/Electrical Engineering, Communications Engineering or a related discipline OR have 3 years technical experience in a related industry
• Current driving Licence; ability and willingness to travel in the local country and overseas, often at short notice
• A flexible approach to the working environment – both internally and customer focused
• To have an in-depth knowledge of MPEG and DVB systems, and preferably customer service experience. Additionally, technical experience covering: Networks and Communications using IP Ethernet and routers, Windows 2003 Server, Windows XP. Database applications: Informix, Oracle
• A Bachelor of Science in IT, telecom or equivalent, plus at least eight years of telecommunications experience
• Candidate must have good GSM understanding
• Product: Ericsson Charging System
• Should have good knowledge on Operating System (Solaris, Unix,Linux)
• Should have good knowledge of TCP/IP
• Should have good knowledge of SS7, IN protocols, SIGTRAN/CIP-IP
• Should have good knowledge of Intelligent Networks ( Prepaid etc)
• Should be aware of Processes and all tools used for customer support
• Ability to work effectively in cross functional teams
• Should have database knowledge
• Should have knowledge of Shell scripting,Perl and Java
• Should have good experience on Tariff management, SDP features configuration, SDP load balancing/Migration and
• Focus on WRAN products
• Have the experience of customer support
• Preferred Qualifications & Experience Requirements
• Skilled at Ericsson RAN products 3810/3820/EVO RBS 3000/6000
• Additional Requirments, Physical Demands, Region/Local Specifications
• Resolving customer issues including complex technical scenarios integrating several cloud capabilities (Microsoft Azure, SQL Azure, AppFabric, etc.) and scenarios supporting a service such as service availability, quality, outage management, subscription management, correlation of usage and charges, and cost efficient solution architecture
• Provide critical product feedback to STB PGs (engineering and operations) and BGs
• Lead the integration of C&E talent to resolve issues with specific technologies (networking, SQL, SPP, etc.)
• 1)The Support Engineer (SE) for Subscription Management Support is a critical role in the resolution of complex support incidents related to supporting customer use of the Azure Platform. The Azure SE provides business critical support to Azure customers around the world through various support offerings
• 2)A Support Engineer is a Subject Matter Expert in Azure Platform services, technologies, offerings, and billing platform
• 3)The successful Support Engineer has the drive and intellectual horsepower to resolve difficult customer issues; directly supports customers through telephone, email, and chat services; escalates issues quickly when deep, specific skills or other capabilities are required; ability to use knowledge of the Azure architecture and offerings to provide customer resolution and proactive customer recommendations; has excellent communication skills and is fluent in English; writes excellent case documentation; and is able to handle challenging and politically-charged customer situations
• 4)Specific measurements include achieving the team goals for time to resolution or escalation, enabling a response time similar to competitors; maintaining skills through completion of ongoing readiness and Platform training; and, in general participating in the creation of future Microsoft support capabilities for the cloud
• 1)Leadership - handle challenging and politically-charged customer situations, including the appropriate use of all available resources, communicate effectively with Support teams on complex issues
• 2)Strong communications skills - Excellent spoken and written English communication skills
• 3)Effective, polished interaction with customer to gather information quickly; explain customer responsibilities in resolving issues; communicate next steps and status; and inspire confidence
• 4)Demonstrable troubleshooting skills
• 5)Cross-team collaboration
• 6)Logical and Critical thinking
• 7)Passion for technology and customer support
• 8)Understanding of cloud vs. on premise computing. Familiarity with fundamentals of cloud computing
• 1)Technical understanding of commerce platform concepts and procedures including online services, Order to Cash operations and general billing and commerce systems processes (e.g., invoicing, credit card transactions)
• 2)Technical aptitude sufficient to develop an understanding of the Azure Platform and architecture
• 1)At least 3 years of Technical Support experience (in a Tier 2) including experience in a customer facing or customer technical support role
• Understanding of Customer Service Request (CSR) / TR / Metis / EKB
• Understanding of CSR escalation to next support level
• Extremely good knowledge of OSS-RC and ENIQ Solutions with Hands-on experience
• Knowledge of SAN fundamentals
• Scripting knowledge e.g. Shell, Perl or Java
• Good in CRM
• Knowledge of French, German or Spanish will be added advantage
• Ensure CSR escalation to Tier-2 should not exceed beyond 20%
• Competence Buildup of the team / Mentor the team for OSS and ENIQ knowledge and troubleshooting
• Help the Delivery Manager in CSR escalation
• Handling of Customer Support Requests and answering questions arriving from lower levels of support
• Troubleshooting in live media gateways
• Leading the investigation and isolation of unique and complex problems
• Collaborating with product development teams and other support groups to find a plan for resolution that meets customer’s needs
• Delivering of support within predefined Service Level Agreements
• Maintaining high levels of customer satisfaction
• Reporting software faults to the product development team, advise on potential software improvements
• Continuously improving internal processes and ways of working to achieve higher levels of efficiency
• Providing 24/7 on-call support for critical issues, providing on-site support
• Working with assigned CSRs and/ helping team member(s) in handling and troubleshooting the CSRs, using support tools adhering to global support processes and procedures
• Analyze problems and identify suitable solutions to these problems
• Actively engage in communication with other engineers/ customers/Region for the purpose of knowledge sharing etc
• Interaction with DU/ 3PP/Customer Adaptation/Region solution owner as required with respect to CSR/TR
• Evaluation of answers and solutions received from other competence units such as design organization to verify that the answer/ solution will clear the problem reported by the customer
• In the line of supporting our products/ solutions, identify possible improvements that will make them more maintainable and user friendly. Document these possible improvements in Requirement Specifications as input to the design of new generations of the Products/solutions
• Notification of process problems and irregularities to the responsible management. These problems/irregularities may be within the own organization or within any of the organizations within Ericsson handling customer support requests
• Handover of problems that are deemed necessary to be continuously worked on to an individual at the next organization within the Ericsson
• Provide emergency support (24x7)
• Monitoring the CSR handler while an answer/solution is created
• Giving guidance in developing Operation & Maintenance instructions
• Understand and work with Solution support and LCM
• Isolate the faults and work towards resolution (interface with different functions if required). Evaluate the answer provided
• Support design unit to reproduce the fault
• Support FFI, FNI, FOA
• Experience in design and maintenance is added advantage
• Knowledge of at least one scripting language is must
• Familiar with Agile ways of working
• May need to work in shifts
• Extensive Hands on experience is must
• Capable of handling management escalations
• 7+ years of work experience in Revenue Management
• Should have good knowledge on Operating System (Oracle, Linux)
• Should have good experience on Solution level troubleshooting
• Should have good knowledge of IP
• Should have good knowledge of IN protocols
• Should have good knowledge of Ericsson Charging System (IN)
• Technical degree in Telecommunication/ related area
• Should have excellent technical leadership and customer communication skills
• Fluency in English and Speaking
• Mentor the team for OSS and ENIQ knowledge and troubleshooting
• Help the Delivery Manager in CSR escalations
• Provide application and business support to the CAV & CVA trading desks
• Develop and enhance the trading risk applications used by the desk
• Bug fix any issues found in the applications
• Investigate any issues found by Trading, QS, PC or SRM
• Make Ad-Hoc and BAU changes as and when requested by Trading, QS, PC or SRM
• CAV, CVA, DVA, FVA calculation and hedging and Pnl reporting
• Overnight batch report fixing
• Investigate any production issues
• Ensure downstream feeds OLAs are met
• Acting as 3rd line support for the Risk Management Systems taking escalations from 1st/2nd line
• Making configuration changes as and when required by Trading or downstream consumers
• Making changes to the environment to ensure optimal running Working with the Quants to make changes to Pricing Rules, Valuation Rules, adding trade types
• Significant experience with doing ad hoc testing and changes in live, production environment
• Good C# development skills
• Experience with using SQL
• Ability to work independently and deal directly with traders regarding complex issues
• Knowledge of financial / trading related risk and financial instruments (preferably Rates and Credit Derivatives) will be considered as a strong plus
• Work occasionally at the weekend from Home
• Basic knowledge of HTML, JavaScript, CSS
• Deliver results in a fast-paced, deadline-driven environment that requires ability to handle multiple tasks simultaneously without compromising quality
• Strong interpersonal skills and the ability to work independently as well as in a team environment
• Self –motivated, detail-oriented and organized
• Excellent troubleshooting, problem solving, and analytical skills
• Preferred experience with FreeWheel, or other ad servers
• Working with assigned CSRs (Customer Service Request), using support tools and according to global support processes and procedures
• An exceptional troubleshooting skill is required to solve the customer issues without escalating to the next level for competence units
• Exhibit broad WRAN product technical competence and guide a group of enthusiastic engineers to provide excellent technical support to the customer
• Actively engage in communication with other engineers for the purpose of knowledge sharing and team building
• Communicating with customer about known faults fixed in later WRAN software releases
• Produce technical aids, guides as service documentation. Generate internal mail bulletins to the team
• Assist the SDM in collecting ISP data as well as reporting of data into the ISP Statistics tool. Perform all activities necessary to ensure In- Service Performance committed to the customer
• Previous work experience in WRAN customer support or integration
• Excellent RNC and NodeB troubleshooting skills
• Strong knowledge about WRAN latest features
• Ability to technically analyze and approve solution implementation for the customer
• Well versed with the customer support process
• Strong technical acumen should be exhibited when dealing with complex customer issues
• Must be familiar with Customer Support trouble shooting tools
• Good knowledge on WCDMA product implementation. Exposure to Subsystem level code implementation will be an added advantage
• Familiar with WCDMA product design and test process
• Good understanding of Ericsson GSM portfolio
• Good knowledge of 3GPP
• WRAN capacity and growth forecast analysis
• Transport and Core network basic troubleshooting
• Install and configure computer systems, diagnose hardware and software faults and solve technical and application problems
• Act as the point of escalation when issues arise and direct them where most appropriate
• Liaison between the Vancouver and Sydney IT support teams
• Setting up and disabling users' accounts and profiles
• Ensure security and upgrades are applied and kept up to date
• Support the overall technical goals in partnership with software, R&D and production groups
• Communicate with the team and other departments for any IT support related issues
• Responsible for sharing all acquired knowledge concerning problem resolutions
• Filter all purchase requests and approve or escalate requests
• Obtain quotes for inventory as required and conduct all activities with financial awareness and where relevant make recommendations for improvements to the group
• Manage vendors as required
• A minimum of 2 years’ experience working in a Support Engineer role or similar
• Experience working within an Entertainment/Media industry is desirable
• Bachelor’s degree in Computer Science, Computer Engineering, Information Technology or related field or an equivalent level of competence obtained through experience, education and/or training
• Experience using Linux, Redhat, Windows and Mac OS X systems; Active directory; Microsoft Office 2007/2013 and Thunderbird is desirable
• Ability to multi-task, prioritize and problem solve
• Ability to work within a strong team environment
• Customer critical issue handling
• At least 2-5 years’ experience, with in-depth troubleshooting skills on Charging systems and Multi-Mediation (MM) node
• At least 2-5 years of experience in a customer support environment
• In-depth SW and HW troubleshooting skills on Ericsson Charging System (SDP, AIR, CCN, CRS)
• Advanced troubleshooting skills on Multi-Mediation platform (MM)
• Advanced troubleshooting skills on MM business Logic
• Advanced troubleshooting skills on Online Mediation platform (OLM)
• Advanced database knowledge of Sybase, Oracle, MySQL is a must
• Good knowledge on Java Platform
• At least 2-5 years’ experience, with in-depth troubleshooting skills on OSS-RC platform
• Advanced knowledge of Sybase database
• Advanced knowledge of VERITAS file system and the ability to vxfs implementation on the OSS-RC platform
• Experience on HP Blade and Cluster solution
• Advanced knowledge and ability to create/modify BO reports for the customer
• In-depth understanding of the PM functionality of the OSS-RC and its implementation using ENIQ and highly developed skills of tracing and troubleshooting PM related issues across the nodes
• In-depth understanding of FM functionality of OSS-RC and the ability to troubleshoot the FM related issues
• In-depth understanding of the CM functionality of OSS-RC and ability to troubleshoot issues related to CNA, BSM, CHA, OPS, CEX, ARW etc
• Advanced troubleshooting skills in RNO related components of OSS-RC
• Will be a plus, if you have experience in Installation, Implementation, Commissioning and Testing of Ericsson OSS-RC and ENIQ nodes and highly developed HW and SW troubleshooting skills on these nodes
• At least 3-5 years’ experience, with in-depth troubleshooting skills on Packet core nodes, namely, SGSN, GGSN, CGSN, EPG SSR, SASN, SAPC
• At least 3-5 years of experience in a customer support environment
• Highly developed IP skills and knowledge required to trace IP routing issues in the network
• In-depth SW and HW troubleshooting skills on the SGSN-MME and MKVI, MKVIII
• In-depth SW and HW troubleshooting skills on the Juniper and SSR
• Trace capability on on Gx/Gy /Gr Interfaces
• QoS Implementation for Packet Data
• Highly developed knowledge of Ericsson’s MPBN implementation and design
• Highly developed knowledge of Firewalls like Netscreen etc. and Layer2/3 switches like Extreme
• Good knowledge of IPWorks
• Working together with the whole team on incoming problems in form of tickets, emails, and phone calls
• Provide solutions for standard problems in workflows and processes to the end-users in a short time
• In case of a bug in the software or problems with the infrastructure the technical information like log files, screenshots etc. must be collected and the responsible teams need to be contacted accordingly
• Recurring issues have to be analysed and forwarded in form of a change request or defect to the responsible teams
• Follow up on open defects and keep the users informed
• Escalation if a solution for a bug takes too long
• Inform the affected users when the problem has been resolved and they can continue with their work
• Participating on key user meetings he/she has to provide the current status of the system to the users and bring feedback from the users back to the support team
• Knowledge of Documentum applications, DQL, Documentum API
• Working knowledge of regular expressions
• Understanding of relational databases and structured querying languages
• Working knowledge of UNIX
• Adept at the use of FTP and standard desktop productivity applications
• Familiar with software development, deployment, and bug-fixing methodologies
• Knowledge about workflow systems preferred with book and/or journal production systems
• Experience with support work
• Communication with end-users
• Tool Administration – Support & provide solution for various tools includes software & hardware
• Install new / rebuild existing servers and configure hardware, peripherals, services, settings, directories, storage, etc. in accordance with standards and project/operational requirements
• Install and configure systems such as supports infrastructure applications or Asset Management applications
• Develop and maintain installation and configuration procedures
• Contribute to and maintain system standards
• Perform daily backup operations, ensuring all required file systems and system data are successfully backed up to the appropriate media, recovery tapes or disks are created, and media is recycled and sent off site as necessary
• Perform regular file archival and purge as necessary
• 13 Perform periodic performance reporting to support capacity planning and track the same daily/weekly/monthly basis
• 14 Create, change, and delete user accounts and its customization of access rights for people profiles
• Experience in day to day support activities and tools administration such as Nagios, OP5, BMC Remedy, Tivoli, HP Open view
• Should have good knowledge on ITIL process
• RCHE/MCSA/MCSE certification is mandatory
• Experience Linux and windows server administration and shell scripting
• Knowledge and/or experience in networking basics
• Four to five years of tool administration experience with knowledge on Network Monitoring tools
• Should have working experience in network monitoring tools such as Nagios, OP5, BMC Remedy, Tivoli etc
• ITIL V3 foundations certified (Preferred)
• Practical experience of 2nd line technical support and/or the implementation of system integration projects
• In depth knowledge of UNIX/LINUX type system administration
• In depth IP network knowledge and experience
• The ability to act in a consultative way
• Products: Billing
• Telco applications: Customer Care, Rating, Billing, Provisioning, Mediation and Payment collection
• Operating System: UNIX, Solaris, Linux, Windows
• Database: ORACLE 10g [SQL Plus, PL/SQL, RMAN, troubleshooting techniques (ADDM, AWR & SQL advisors)]
• Storage Concepts (EMC storage)
• Programming Languages: PERL, JAVA
• Advance knowledge of Database Migration and data warehousing
• Expert knowledge of Ericsson BSCS iX system
• Knowledge of job scheduling tools
• Provide platform and product support in person, over the phone, and via email as necessary o Support, monitor, test, and troubleshoot the company’s digital network
• Work with local Station teams, Operations, Sales, Marketing, Development and Technology to plan, test, launch and communicate product defects, enhancements, maintenance and to resolve issues
• Lead new product training; develop training materials and documentation (audio/video/text)
• Research usability trends and industry standards; identify opportunities for incorporating new user-interaction practices and technologies as appropriate
• Prioritize, clarify, and analyze platform requirements
• Develop detailed product description documents that provide clear and thorough requirements for the key support functions: editorial, web design, and technology
• Exceptional communication, organizational, and interpersonal skills to drive results in a multi-disciplinary environment required
• Five or more years of industry experience with Microsoft Server products
• Strong knowledge of Microsoft® Windows Server 2008 and Exchange 2013
• Strong knowledge of Office 365 and Exchange Online
• Strong knowledge of Windows Internals considered a plus
• 1+ year of relevant experience
• Customer service-oriented: love supporting technical and non-technical users
• Technical support experience with Mobile Device. Windows 7 and/or above, Windows 2008/2012 server installation
• Experience with RMA process for hardware
• Solid troubleshooting and technical skills
• Experience with Mac OS
• Familiarity with software packaging; server software installation; datacenter experience; operational experience with email, IM, phones, videoconferencing, DNS, DHCP, VPN
• Working knowledge of cable systems. This includes knowledge of cable head end operations and systems such as Video On Demand, Switched Digital Video, and Billing and Entitlement Systems
• Working knowledge of other cable vendor products such as Motorola and Cisco head end systems, Video on Demand systems, video encoders and transcoders and set top box and consumer electronic cable devices
• Knowledge of Oracle Databases, including Oracle RAC
• Experience with VMware solutions
• Knowledge of Splunk
• Knowledge of Puppet
• Knowledge of CSG and ICOMS Billing Systems
• Development experience a plus (Java, python, Shell Scripting, etc…)
• Experience with large scale virtualized platforms from both a design and operational perspective
• Version Control (Git)
• Network Troubleshooting
• Secure Socket Layer (SSL) Certificates
• Network File System (NFS)
• Scripting (BASH, Python, Perl)
• Second Line Customer Support
• Remote Integration and SWDP Support
• Familiar to the Radio Access Network Support & Supply activities
• Working with assigned CSRs, using support tools and according to global support processes and procedures
• Operating System: UNIX, Solaris, HP-Unix
• Database: ORACLE [9i/10g/11g]
• Programming Languages: Unix Shell Scripting, PERL, JAVA
• ASN.1 Concepts, CDR Decoding/Encoding Concepts
• Web Servers: WebLogic, Apache, Tomcat
• As Services Engineer - Experienced, you will investigate, deliver restorations and produce solutions to customer service requests. You will investigate complex technical problems, troubleshoot systems that are in operation and if requested, participate in the remedy of systems in case of critical situations. You will travel domestic/internationally and work in different cultural environments
• Assist the SDM in collecting ISP data as well as reporting of data into the ISP Statistics tool. Perform all activities necessary to ensure In-Service Performance
• Need to work in shifts
• Expert knowledge of Ericsson BSCS iX
• 24X7 shifts will be not be possible to manage with less number head count
• No bench available, We need replacement to ensure smooth delivery of assignment
• Attrition rate is high, external candidate take time to build required competence
• Interfacing with Customer / Preemptive Support technical domain primes, Scripters and CTLs for usecase definition, implementation, evolution, and evaluation
• Handling of Preemptive Support Service Requests
• Preparing Case Study , Pain Points Investigation, CSR Deep-Dive Analysis
• Pre-study and Study for New Capability Development
• Apply problem solving experience to create new and innovative fault finding algorithms which can be scripted in the global automation framework
• Work as a SME to build parsing algorithms for Scripters & Automation Engineers
• Problem management & Coaching
• Work with Global SME's , CSDP, CAS to provide use-case solutions
• CSR handling (optional)
• Technical expert in data extraction, collection, parsing, and presentation formatting
• Typically aligned with technical domains
• Very good designing programming skills on Perl, Shell, PHP, MySQL , Python
• Knowledge in any Telecom domain – OSS, BSS, Core, IP, RAN is desirable
• Knowledge on Big-Data Platform, BI & Analytics, UX/UI, JavaScript , Swift/xCode, HTML5/CSS would be considered as an added advantage
• Administrative Skills
• Planning & Organizing skills
• Problem solving & strategic thinking
• Software support
• Network level competence
• Presenting & Communicating Information
• Applying Expertise & Technology
• Planning & organizing
• Working with People
• Report software bugs and customer product enhancements to the Product Group
• Write complex technical articles, sample scripts and diagnostic rules to improve engineer and customer product knowledge and supportability
• Ability to analyze and interpret data captures and logs to resolve customer issues in production environments specific to SQL query performance, authentication, network connectivity, Windows clustering and virtualization
• Full Microsoft certifications for the products we support is required within one year of employment
• Strong technical writing and presentation skills required
• Troubleshooting on IP technology nodes
• Server/Client troubleshooting, communication, and collaboration skills
• 1+ years working knowledge of SharePoint
• Desired 1 or more years of industry experience with SharePoint or other client/server technologies
• Desired background in Technical Training
• Education: Bachelor's Degree in a relevant field
• Self Starter: We're an organization filled with people who self-manage. You get the respect and responsibility to operate with minimal supervision and management
• Solid writing skills (English)
• Knowledge and experience with various open source databases
• Interest in databases and data stores, Linux operating environments, Cloud infrastructure and awareness of often-used cloud providers (AWS, Softlayer, Azure, Digital Ocean, Google Cloud), and various open source languages (Ruby, Python)
• SME for specific solution
• Engagement in complex customer network emergencies where solution knowledge is required
• Analyze customer technology, define business requirements & participate in risk analysis
• Feasibility study and Impact analysis
• Assist and resolve Customer Adaptation/Dimensioning/Optimization related issues
• Change management of solution
• Review of LLD , HLD and Solution documents
• Assist in new feature implementation
• Project integration support
• Active Role during Project to Support handover and making sure all documents are received
• Maintain document repository for complex solutions
• Work with core team on list of potential activities & solutions
• Participate in knowledge transfer, documentation & information sharing
• Stay abreast of on new technology/technical areas & share information about solution to enable customer competence build
• End-to-End Impact Analysis during ICP/EP loading, upgrade, expansions
• Presentation & Communication skills
• Minimum of 5-8 Years of experience in telecommunication
• Minimum of 5-8 Years of experience in Database (Oracle)
• Good knowledge of Mobile Money Solution (MFS, EWP, ECW)
• Understanding of different protocols (CIP/IP, XML, HTTPS)
• Good Java Knowledge
• Good OS (Linux, Solaris) knowledge
• Hands-on experience on Coding and Scripting (Java/Unix)
• B.Sc/M.Sc in IT/Computer Science
• Provide tier 1 technical support for incoming queries and issues related to computer systems, software, and hardware
• Respond to requests either in person or remotely via phone or chat
• Maintain daily performance of computer systems
• Install and troubleshoot Polycom IP phones
• Set up workstations and accounts for new users
• Assist with any employee equipment moves
• Proactively address problems and issues
• Install, modify, and repair computer software
• Resolve technical problems users may have with LAN, WLAN , and other systems
• Must be able to lift at least 40 lbs
• 1+ Years Experience working in Creative/Studio environments
• Understanding of the Windows Operating System
• Experience working in primarily Mac OS X environment
• Self-starter who is not afraid to get dirty and take on anything that comes their way
• Experience with Mac OS X and Apple related products and software
• Experience troubleshooting the Office suite of Applications, both for Mac and PC
• Strong communication skills, ability to explain situations and set expectations
• Experience with Google Apps
• Must be hard working and passionate about his/her craft
• Ability to Multi-Task
• University Degree or equivalent qualification
• Knowledge of the Adobe Suite of Applications
• Experience with VOIP systems
• Effective ticket queue management providing investigation prioritization, continuous and timely updates to customers
• Create process or troubleshooting documentation in the Global Support knowledge base
• Compose timely world-wide correspondence or alerts to sales teams and partners as appropriate
• Work with sales teams and partners to gather escalation information and customer/business impact
• BS in Computer Science, Engineering or related technical discipline preferred
• Advanced problem solving ability to drive great customer service and strong team relationships
• Minimum 3 years’ experience in a customer support, technical support, or software development organization, in the online industry for a high volume commercial website or service (5+ years’ experience preferred)
• Experience with the following web API technologies preferred: SOAP, JSON, XML
• Willingness to embrace challenge; desire to learn and always improve
• Organic & Paid search experience preferred
• Work as part of a support team, providing friendly and efficient support to the business and our clients who use our applications
• Responding to technical queries from customers who are integrating our services (such as our APIs) and using our applications
• Support and maintain web applications, web service solutions, management tools and batch processing services
• Produce and maintain documentation/knowledge base to be used by internal customers
• Develop processes to retrieve logs and statistics from our databases as required
• To carry out any general day-to-day duties as and when required to ensure the smooth operation of the Company
• To comply with the Company’s information security policy and the Company’s ISMS at all times
• Strong verbal and written communication skills, problem solving skills, customer service and interpersonal skills
• Strong ability to troubleshoot issues and make system changes as needed to resolve issues
• Knowledge and experience of PHP, JavaScript, MVC and OO
• Good knowledge of MySQL or other relational database technologies
• Comprehensive experience in at least one software development language
• Good prioritisation and organisational skills
• Past experience working with data & database concepts (joining tables, creating indexes etc.)
• Understanding of professional software development processes, including familiarity with the cycles of requirements definition, issue tracking, version control, automated testing, deployment and maintenance
• Hands on experience debugging complex problems
• Provide on-site & remote end-user desktop support in a mixed-OS environment (Mac OS X & Windows)
• Work on issues in a variety of environments, including but not limited to production, engineering, performance, and corporate
• Deploy and maintain computers, servers, virtual machines, phones, video conference, & mobile devices
• Build, maintain, & image new hardware and replace or upgrade legacy hardware
• Test new software and operating systems for compatibility
• Research and recommend new technologies and solutions
• Extensive experience with Mac OS X
• Strong experience with Windows 7/8/10
• Strong desktop hardware experience (Windows, Mac, laptops, peripherals)
• Experience with Google Apps for Business
• Experience with Device Management Software (SCCM/Casper)
• Experience with Video Conference (LifeSize) and VOIP (Shoretel) solutions
• Understanding of Active Directory
• Comfortable with the command line (Bash, Powershell, SQL, etc)
• 1-3 years’ experience in IT related field, preferably in e-commerce/internet/retail
• Investigate and resolve production related issues in a timely manner from end user (UI) to persistence layer
• Analyze code changes, write complex programs and suggest implement continuous improvement on existing technical solutions
• Develop and mentor vendor teams to write elegant code using effective automated unit tests
• Ability to reason logically and creatively, identifying problems, drawing valid conclusions from the data available, and develop effective solutions while applying creative thinking in the design and development of high performing applications
• Help define software engineering best practices and provide technical mentorship
• Develop and maintain application documentation to help ensure that support can be efficiently performed and the impact of future requests can be assessed
• Participate in on-call rotation for Level 3 support
• Bachelor’s degree in Computer Science, Computer Information Systems, Engineering, or another technical field
• Master's degree in Computer Science is highly desirable
• Experience with testing frameworks, continuous integration and build tools (jUnit, DBUnit, Maven, Jenkins/Hudson, TestNG, etc.)
• Knowledge of application monitoring and performance management tools (Openview, Nagios, New Relic, App Dynamics, etc.)
• Working knowledge of ServiceNow
• Knowledge of performance and profiling testing highly desired (jProbe, jMeter, YourKit)
• Specific development language certifications
• Building relationship of trust and rapport with various people within the customer environment
• Working with customer to resolve issues and technical problems
• Performing software updates and managing changes and documentation
• Configuring servers to customer specs
• Wiring, testing and installing servers for service and following up and resolving any issues
• Become a trusted advisor and provide coaching in Knowledge Management Tool (KCS) and Remote Service Gateway (RSG)
• 5+ years in a technical support role, preferably in a customer-facing support role
• Highly organized with great customer relationship skills. Able to mitigate issues and handle interpersonal issues that arise
• Able to consider both the customer's long term needs and Ericsson's business objectives
• Strong presentation & communication skills
• Experienced in software support
• High level of competence in network technology
• Able to work independently and proactive in updating both customer stakeholders and your remote manager
• Passion for analyzing and troubleshooting technical issues
• The engineer will be part of an inbound call queue receiving and answering questions for direct customers and partners
• The individual should have a very strong technical background and should be very keen in troubleshooting issues
• Normal operations require managing critical issues, regularly communicating with customers, training on product features and providing on call support
• Ability to reproduce customer environments in order to root cause issues will be key
• Hands on experience managing Linux/Unix systems - LAMP Servers
• Bachelor degree in Computer Science or related technical field or equivalent work experience
• Monitor the systems in order to detect defective workflows/processes upfront and reduce a possible outage
• Manage and resolve incoming support cases together with the team and share findings within team and work independently when needed
• Ability to react quickly on changes and functionalities of the production system
• Provide suggestions for system improvements based on accruing issues, complaints or feedback from end-users
• Work with the whole team on incoming problems in form of tickets, emails, and phone calls
• Provide ongoing solutions for standard problems in workflows and processes to the end-users in a short period of time
• Responsible for collecting technical information such as back-log files, screenshots, etc. and disseminating it to the responsible teams when potential “bug” issues arise with the infrastructure
• Recurring issues have to be analyzed and forwarded in form of a change request or defect to the responsible teams
• Escalate if the solution for a bug takes longer than expected
• Inform the affected users when the problem has been resolved so that they can continue with their work
• Participate on key user meetings, provide the status of the system to the users and bring feedback from the users back to the support team
• SOFT SKILLS
• Leadership - handle challenging and politically-charged customer situations
• Demonstrable troubleshooting skills
• Logical and critical thinking
• Understanding of cloud vs. on premise computing. Familiarity with fundamentals of cloud computing
• TECHNICAL SKILLS
• Technical understanding of commerce platform concepts and procedures
• 2+ years of support or equivalent experience including a customer facing or customer support role
• EDUCATION/CERTIFICATION
• B.S. degree in Computer Science, MIS, business or equivalent
• MCSE, MCPD, or MCAD preferred
• Support and development of our real time electronic trading application for equities, futures, and FX
• Provide support of all broker FIX connections. Work with brokers and vendors to set up new connections and/or enhance current connectivity. Work with traders to determine connection specifications
• Work with traders to design, develop, and integrate trading analytics into the electronic trading platform
• Design and implement real-time trading tools
• Collaborate with members in other offices to work jointly on trading solutions that can be utilized globally
• Provide creative ideas to help traders gain an edge in trading
• Degree qualified or equivalent experience
• Knowledge of software design principles
• Substantial experience with application programming in either Java/C++/C
• Strong knowledge in Linux/Unix, Perl, Shell Scripting, and databases
• Work experience in the financial industry supporting production applications
• Knowledge of FIX protocol desirable
• Basic understanding of financial markets for FX, Equities, Futures
• Excellent analytical and problem solving skills coupled with a strong attention to detail
• Good communication skills and the ability to work effectively and adapt quickly in a rapidly changing environment
• Be able to react quickly to problems and take initiative in solving them
• Work well as part of a global team
• 3+ years of demonstrated relevant experience
• Demonstrated experience in DNS, IP Networking, Firewall, SMTP, HTTPS, Load Balancers, and email
• Experience managing LAMP servers
• Business-level English and native Japanese
• Experience with Microsoft Server (Exchange, ActiveSync, Active Directory, KDC, NDES
• MCTS Exchange certification
• Mobile Device Management for Apple / Android
• CCNA or equivalent
• Knowledge of LDAP
• SQL query knowledge
• Investigate on the problem by doing your own research and by involving other teams as needed
• Prioritize your work in order to accomplish the most important and urgent requests first
• Maintain a proactive approach to customer happiness, identifying and correcting customer satisfaction concerns before they become problems
• Experience administering and troubleshooting Exchange 2010 and Exchange 2013 in large Enterprise environments
• Experience working with Active Directory and Cluster arrangements
• Foundations knowledge on Networking, Protocols, Authentication (Kerberos, NTLM) and PowerShell
• Strong knowledge of Office 365 – Exchange Online is also very helpful
• Experience reading network captures/analysis
• 4-year Bachelor’s Degree in Engineering Or
• 3-year Bachelor’s Degree in Science AFTER Or
• Diploma in Computer Science AFTER 10th class
• Industry certifications like CCNA, MCSE, S+, etc
• Minimum 4 - 8 years’ work experience in a Technical Support role, preferably product support
• Minimum of 2 years’ experience in Phone-based Technical Support
• Managing Global Enterprise Customers from regions such as NA, Europe or Asia Pacific
• Exposed to working shifts in nights
• Current job includes exposure to CRM tools
• Exposure to severity based models would be preferable
• Exposure to Enterprise/Corporate customers preferable
• Ability to communicate technical information to non-technical personnel
• Keen sense of ownership of technical issues of McAfee's enterprise customers
• Be a team player with ability to stretch (time-wise) when required
• Ability to work in high-pressure environment without compromising on quality
• Skills in planning, organizing, and adapting within a multi-tasking environment
• Willing to work in night shifts
• Ability to participate in technical forums and provide inputs
• Ability to come up with innovative solutions, and document them
• Have the aptitude and patience to update cases with well-written activity reports on
• A regular-basis and maintain case documentation
• Generate whitepapers / technical documents towards knowledge management
• Liaise with higher levels of technical support for escalations & troubleshooting
• Customer issues
• Performs miscellaneous job-related duties as assigned
• Knowledge of current technological developments/trends in area of expertise
• Strong knowledge of Windows OS ( XP, 7, 8, Server Platforms - 2003, 2008, 2012 )
• Excellent troubleshooting skills on Windows OS-Servers and Desktops
• Good knowledge of Databases and hands-on DB troubleshooting experience
• Should have strong understanding of Windows troubleshooting / Sys-internal tools
• Should be able to interpret various Windows logs, dumps etc
• Strong knowledge on Security, Threats and Vulnerabilities
• Have basic understanding of IPS, IDS, Firewall
• Experience working with Windows Server OS Administration, Active Directory Services, Network Security
• Working knowledge on non-Windows OS, like Linux, MAC preferred
• Technical customer support by telephone, remote connection and on site if necessary, in relation to CEM AC2000 Systems range of Access control products and integrations
• Logging on tracking system and keeping records of customer queries
• Talking clients through a series of actions to help set up systems or resolve issues
• Responding within agreed SLA’s
• Prioritising and managing many open cases
• Troubleshooting system and diagnosing and solving CEM hardware or software faults
• Rapidly establishing a good working relationship with customers and other professionals, e.g., software developers
• Installing and configuring CEM AC2000 software applications & Hardware
• Providing procedural documentation and reports
• Incident and Problem Management
• System Administration background in Unix/Linux environments
• Experience with Enterprise Monitoring solutions and concepts
• Understanding of three tier J2EE application architecture
• Demonstrated ability to work in a customer facing role
• Experience in a global, multi-site, multi-function shared services environment is preferred
• Ability to work independently and troubleshoot issues
• Experience with System Administration in *nix environments
• Experience with Incident and Problem management software
• Experience with Apica, CA-UIM (NimSoft), AppDynamics and Splunk preferred
• Experience working with the following technologies: Java/J2EE, *nix, Websphere AS, HTTPServer, Tomcat, Oracle, MongoDB, Kafka, Zookeeper
• Experience with multiple protocols such as HTTP, HTTPS, TCP and technologies like JSON, HTML, XML and web services
• Experience supporting applications in a Software as a Service (SaaS) model
• 5-10 years in Incident/Problem Management
• 3-5 years in System Administration
• 1-3 years in Enterprise Monitoring
• 1-3 years in Customer Facing Role
• Handle communication with Operations and Development teams to ensure a quick and effective problems resolution
• Handle Test system defects: dispatch to concerned teams or follow Incident management procedures for blocking problems or problems having high impact
• Receive customer escalation for blocking defects and apply the TSM procedure to accelerate the resolution
• Decide on DEV on call activation or defect severity upgrade depending on the impact of the problem
• Implement configuration changes: Office setup, Printer, Security, Technical entries
• Ensure persistency of Setup across Refresh and Restore cycles
• Attend tickets in a timely manner according to the agreed SLAs and OLAs
• Ensure problems are followed up and correctly reported by all TSM teams around the world, using TSM handover procedures
• Implement functional end to end monitoring (Altéa Reservation, Inventory, Ticketing and Departure Control System) for customers in implementation phase in the region
• Produce weekly usability reports based on the monitoring results, to be communicated to implementation teams, customers and management
• Apply Incident management procedures to target the KPI of 95% usability for the customers and the implementation teams
• Reproduce issues in-house (for specific cases) and respond back in a timely manner
• Regular follow ups with customers with recommendations, updates and action plans
• Leverage internal technical expertise to peers/ mentors, contribute towards knowledge base, community forums and other internal tools, to provide the most effective solutions to customer issues
• Create new knowledge base articles to capture new learnings for reuse throughout the organization
• Participate in workshops with Product Engineering Groups to share best practices and learn about new functionalities
• Focus on an area of technical/ functional specialization and attend relevant trainings
• Work in collaboration with other TSM Engineers worldwide and thus cultivate expertise
• Web Development technologies such as Java, MySQL, HTML, CSS, JavaScript, AngularJS
• Scripting languages (Python)
• Webservices
• Change management and flexibility
• Accountability and proactivity
• Multicultural approach
• Adaptability to fast changing business and technical environment
• Taste for challenges
• Personal motivation
• Information gathering
• Innovation, industry and business expertise
• Good understanding of the ITIL and LEAN-IT processes
• Service orientated with a good awareness of customer requirements
• Good ability to work alone and as part of a team in a multi-cultural environment
• Good analytical skills to quickly recover incidents and locate their root cause
• Flexibility to work outside normal office hours when required
• An entrepreneurial and innovative spirit, willing to challenge status quo
• Good capability to represent and present area of expertise internally and externally
• Good oral and written communication skills to be able to report to top management
• Drive to improve on self-awareness, self-development and self-motivation
• Structured and clear written and verbal communication, able to listen to others' ideas
• Good written and verbal skills in the English language
• TCP/IP, DNS, HTTP, HTTPS, SOAP XML protocols
• Loadbalancing solutions, Firewalls, VPN
• Network security and available solutions
• Operating System
• J2EE environment (JBoss, Weblogic)
• Apache web server
• Linux Containers deployment technologies (Docker)
• Monitoring tools and concepts (Kibana, ElasticSearch)
• CouldStack, OpenStack, AWS API
• Puppet, Ansible
• SQL language
• NoSQL databases (Couchbase, Mongo, Hadoop)
• Programming
• Java, Shell or Python
• Provide first level end-user support and troubleshooting on IT related incidents / requests / enquiries via phone, remote access, email ,on-site and offsite support if required
• Perform problem escalation to the appropriate support groups and email update or follow up with the users
• Perform software and hardware maintenance and ensure the integrity of various systems
• Deployment of user machines for new hires or for refresh
• Perform new hire orientation and training to users
• Maintain, develop and enforce standard and procedures to provide stable and reliable IT environment
• Maintain and upkeep of telephony database
• Administration of employees IT environment
• Provide asset inventory tagging and management of assets and asset disposals
• Coordinate with the laptop /desktop vendor for repair / replacement (parts or the whole unit if needed)
• Create detailed engagement and service plans and drive their execution to successful outcome
• Conceptualize, execute and track projects that are in line with DBS framework and Premium Engagement charter with customer
• Identify top issues, define action plan accordingly and drive the resolution process
• A Consulting, Support or Development background with customer focus
• Excellent customer / escalation management skills
• Proven stakeholder management skills on project and senior management level
• Proven ability to work well in a virtual and/or remote team environment
• Clear, constructive and supportive style of communication
• Brings technical or application expert knowledge into the project
• Delivery Onsite & Remote Services for MaxAttention, Active Embedded and Mission Critical
• Learns to deliver onsite services as functional expert for broad area of topics
• Deliver root cause analysis, provides solutions, and delivers services for specific fields / areas
• Analysis if functional gaps in ICC
• Execute customer development in context of ICC
• Implement specific best practice operations scenarios
• Participates in weekend support activities
• Reports errors to development organizations
• Works as functional expert in de-escalations
• Functional Responsibility for specialist Technical area
• Deliver standard application / technology workshops and training
• Integrates seamless in project teams and takes an active expert role
• Executes different type of delivery activities and takes over back office functions
• Bachelor in Mathematics, Physics, Computer Science or similar
• Delivers high-end services without tool support
• Execute customer developments in context of ICC
• Best practice for solutions for Innovation control center (ICC)
• Participate in internal projects driven by internal requirements
• Train and coach other CoE Engineers
• Founded in 1972, SAP is the world’s leading provider of enterprise applications, analytics, and mobility with over 170,000 customers around the world. SAP is currently seeking an experienced SSEM Senior Specialist
• Be a Trusted Adviser and "Talk Business"
• Deal with LOB, Executive Level
• Establish powerful relationships
• Be a strong contributor to the Virtual Account Team
• Strategic Selling (Leverage the portfolio)
• To Achieve Our Vision (Innovation)
• Implement business strategies to ensure customer success driving revenue targets for software and software related services
• Participate in a team-selling environment working with one or more Account Executives (AEs) and/or Services Account Manager (SAMs), GAD’s on assigned accounts
• Bachelor or Master Degree
• Innovative Thinking
• Intercultural Sensitivity
• IT Principles & Data Security
• Quality Focus
• Self Development
• Become a valuable member of the Advanced Secure Support delivery team able to manage customer situations and cases and work on future oriented scenarios enhancing the value proposition of Secure Support Services
• Provide Secure Support Setup service in close cooperation with Global Secure Customer Interaction or Secure Enterprise Support Advisor
• Technical exception handling in the delivery of Secure Support Services
• Provide assistance to customers for all security topics ad during critical project and operational milestones in the application lifecycle
• Interact with different Support Organization (IMS, RSD, PS, CIM, …) and front office roles (TQM, EA, ESA, etc.)
• Work in close cooperation with SAP IT and the technical infrastructure GFM in Germany for the customer-focused implementation of infrastructure related features of Advanced Secure Support
• Development of the SAP internal technical network documentation for Advanced Secure Support delivery environments and implementation of security procedures and protocols per SAP or customer regulations
• Responsibility for measures and procedures used at Advanced Secure Support customer network nodes to support the security and integrity of the network and comply with applicable regulations, directives, etc
• Up to 5 year of experience in IT-operations, IT-network security and IT-consulting roles
• Substantial IT Knowledge (Security, ITIL, SixSigma, etc) and good grasp of SAP solutions
• Knowledge of SAP Products, such as SAP NetWeaver, SAP CRM, etc
• Technology insight if it comes to Databases, and Operating Systems, etc
• Good understanding of technical feature of Secure Support Services (such as Router, WTS, Secure Room, TCP/IP, IPsec, etc.)
• Ability to quickly gain insight into the customers’ SAP focused IT environment and the implemented security policies and guidelines
• Team worker to collaborate with senior customer IT Managers, Account Executives, as well as with SAP Service and Support lines of services
• Good customer consulting with strong Customer facing experience
• Ability to judge customer IT situations regarding technical landscape and implementation of security features with reference to strategic secure support planning
• Create commitment to and enthusiasm for the accomplishment of challenging objectives across diverse topics and teams
• Presentation, communication, and conflict management skills to support pre-sales cases
• Base knowledge on SAP support backbone applications
• Fluent in Hungarian and English, German an advantage
• 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
• 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
• Work with customers to identify and resolve reported system defects
• 2 Years working with a web-based software solution (Ariba Solutions preferred)
• Bachelor’s Degree with a technical discipline or a minimum of 2 years of experience in Support, Software Development, IT, or Quality Assurance
• Fluency in French and English
• Ability to work well in a fast paced environment
• Ability to successfully troubleshoot and narrow down reported issues, identify root causes, and find creative solutions to effectively address customer concerns
• Support local and international customers to ensure optimal systems running
• Optimize SAP solutions through continuous improvement over product lifecycle
• Deliver first-class services remotely to our customers globally
• Manage and handle critical customer situations
• Develop and Maintain remote service contents
• Engineering or IT related major preferred
• Excellent communication skills in both verbal and written English and/or Japanese
• Detail-oriented, excellent analytical skills and effective problem solving skills
• Strong and convincing personality for interaction with customers
• A real team player with initiative and 'can do' attitude who learns and adapts quickly in an international environment
• Being able to work under pressure, in critical situations and under tight deadlines
• Bachelor’s, Masters, or PHD Degree – Computer Science, Information Technology, Science Mathematics or Engineering
• A consulting background or a support background with customer focus
• Ability to work as part of team, and as an individual contributor
• 0 of 5 years of professional experience
• Previous relevant internship and/or work experience
• Provide phone/email/webex consultation to debug customer problems of low to medium complexity
• Develop good communication skills (phone/email) to provide excellent support to the TIBCO customer base
• Understand the product issues reported by the customer and reproduce it locally in the support lab
• Escalates Service Requests (SRs) to senior members in the group when unable to overcome obstacles. Learns from escalated Service Requests and avoids repeated escalations of the same problem type
• Create Change Requests (CRs) for the defects/enhancements reported by the customer
• Learn the technologies required for supporting the TIBCO product
• Learn other TIBCO products that are required for better understanding of the TIBCO product that the support engineer is working on
• Create KnowledgeBase articles (FAQ/Solutions) for the Service Requests that have repeat value
• May need to work in early morning shift (5 am - 2 pm IST) or EMEA shift (12:30 pm - 9:30 pm IST) on a rotation basis
• A Product Support Engineer should have a BA/BS (or equiv.) and 2+ years of technical experience
• Good communication skill
• Exp in Java technology is added advange
• Provide email/WebEx/phone consultation to troubleshoot, debug and solve customer’s issues
• Provide guidance and assistance to partners and customers with implementation and use of the TIBCO Spotfire and related products
• Understand the problems reported by customers and reproduce locally in the Support lab
• Accurately and completely document problems, solutions, and defects in the Support call tracking system (Salesforce Service Cloud)
• Collaborate with other departments, such as Product Engineering and Professional Services as required
• Participate in side-projects aiming at improving usability, supportability and quality of the TIBCO Spotfire products
• Learn and expand your knowledge of TIBCO Spotfire and its associated products
• Create customer self-service content, e.g. in the form of knowledge base articles, community forum posts and videos
• BA/BS (MA/MS preferred) in Information Technology, Computer Science or related
• Must have superior troubleshooting skills and demonstrated ability to quickly resolve complex technical issues involving any or all of the below aspects
• You will provide remote support to TIBCO customers via telephone, email and web
• You will primarily support TIBCO’s B2B (Business-to-Business) products, with the aim to become proficient with complementary products from TIBCO’s extensive product set
• You must function as a "Product Engineering Expert" by keeping current with the latest supported products and technologies
• Experience with supporting an enterprise grade Java based product is a must in this role
• The candidate must come from a product support background
• Experience with JVM tuning, debugging and logfile/stack trace analysis is preferred
• Knowledge of a major database is desired eg. Oracle, SQL Server or DB2
• Knowledge of two different O/S Platforms is required eg. Windows and Linux
• Exposure to products and technologies such as LDAP, Eclipse, JMS, SOAP/Web Services and OSGi are beneficial
• Experience with TIBCO BusinessConnect, BW or EMS is a definite advantage
• Understanding of e-commerce protocols, such as X12, EDIFACT, RosettaNet, cXML, or ebXML a definite plus
• Understanding of Internet protocols, such as HTTP, TCP/IP, FTP, or SFTP a definite plus
• Ability to understand a root cause analysis plan and drive the different stake holders to a mutually satisfactory resolution
• Ability to multi-task and switch from one context to another
• Autonomous, self-motivated
• Strong sense of creating and maintaining customer satisfaction
• Analyse and troubleshoot customer reported problems on TIBCO BW, AMX and related products
• Provide first line consultation to debug customer problems of increasing levels of complexity, using a combination of the following communication channels : web portal (SalesForce) / phone/ e-mail / remote desktop ( WebEx )
• As a member of the Global support team analyse, replicate, use and configure small to medium complexity customer problems
• Keep current with the latest supported product technology
• On a timely basis escalate urgent problems requiring more in-depth knowledge of a product to appropriate internal resources
• Manage workload efficiently while allocating time to resolve time-critical situations in an efficient and professional manner
• Utilize test equipment and configurations in lab for simulation of real problems
• Accurately and completely document problems, their solutions, and defects in the call tracking system
• We are looking for candidates with 2 or more years’ experience. Experience should include time in a product support role. Salary is negotiable and commensurate with experience
• The TIBCO EAI products interact with 3rd party database and run on a variety of platforms so experience with SOAP and Web Services are desirable
• Customer Support focused / product support background. Experience in help desk / call centre / first line customer service roles will be a plus
• Java Troubleshooting and debugging skills
• Experienced using major database; Oracle / SQL Server / DB2 / MySql
• Administration/user knowledge on different O/S platforms; Windows, Unix, Linux
• Some development experience in Java, .NET
• Ability to multi-task, or be able to quickly switching context from task to task
• Exposure to Java containers and application servers like Tomcat, Jetty, JBoss
• Experience and knowledge in Web Services (SOAP & RESTful), JMS, HTTP, XML, XSLT
• Experience using Eclipse IDE
• SOA Integration experience (exposure to other integration technologies like Camel, Fuse, Mule ESB)
• WS-Security (WSS), OAuth, SSL
• Experienced with LDAP
• Experienced with Open API
• Minimum 2 - 4 years’ work experience in a Technical Support role, preferably product support
• Excellent troubleshooting skills on Windows OS
• Have good understanding of IPS, IDS, Firewall
• Knowledge on non-Windows OS, like Linux, MAC preferred
• Monitor Incident management queue
• Incident investigation and resolution
• Understanding customer impact & prioritizing appropriately
• Create problem records and perform root cause analysis
• Provide effective communications to internal teams & the customer
• Identifying high impact incidents & escalating following customer policies
• Adhere to agreed Service Level Agreements established with customer
• Defect testing
• Perform after hours support on a rotating roster
• Provide recommendations to improve efficiencies & reduce customer impact
• 2-3 years’ experience as client facing technical support
• Experience in high tech customer support and in on-job support at
• Customer sites – an advantage
• Experience working with Point of Sale is an advantage
• Provide level 3 support for internal and external end users for PC, server, and mainframe application problems
• Defines deliverables, costs, benefits, and ROI information
• Provide support for bid defenses and proposals
• Interact with software vendors, Infrastructure services, and/or Applications Development to restore service and/or correct core problems
• Communicate IT issues to business units at various levels of seniority
• Manage and coordinate the implementation of internal, external and off-the-shelf business applications with all IT and business groups
• Coordinate validation activities related to the deployment of business applications
• Produce and assist training and communication programs
• Coordinate with internal and external service providers in the area of incident, problem, and change management, capacity planning and troubleshooting, representing the interests of supported business groups
• Manage and support vendor contracts to established service level agreements
• Work closely with customers to identify business requirements and opportunities in relation to IT systems and services
• Identify and assess technologies, skills, and resources required
• Maintain knowledge of the IT industry, analyze the abilities of tools and technologies and compare with the needs of the business, recommend potential solutions to managers within the business
• Support evaluations and procurement of new hardware
• Solid technical background and experience
• Possesses fine-tuned analytical skills and/or programming experience
• Relational database experience
• Demonstrate understanding of network concepts such as routing, switching, load balancing, firewalls, etc
• Ability to understand enterprise monitoring setup and configuration on tools such as Orion, Splunk, and AppDynamics
• System deployment/implementation expertise
• SQL experienced is preferred
• Possesses exemplary written and verbal skills
• Possesses leadership and mentoring skills
• Bachelor's degree in Information Management or business related fields preferred
• 5 years of hands-on Linux experience and demonstrated understanding of shell programming and scripting
• Recent experience working with ETL integration tool in an enterprise environment with a relational database backend
• 5-7 years business experience; or equivalent combination of education, training and experience
• 2+ years’ experience working in a customer-facing environment, either SaaS or Internet, in a 24x7x365 support role
• Report software bugs and be an advocate for product improvement using customer suggestions
• Represent Microsoft professionally in customer and partner onsite visits, where travel may be required
• Participate in planned team-wide shift rotations to cover business needs, including 24x7 On-Call responsibilities and extended (evening shift)
• Strong customer service, accurate and logical problem solving, and communication skills, plus the ability to work in a team environment
• The ability to read, modify, and troubleshoot HTML and CSS
• Familiarity with administering and customizing forums, blogs, image gallery setups, and more (think vBulletin, PHPBB, or Xenforo)
• Solution/customization knowledge in both CRM Online and CRM On-Premises (back to 2011 for legacy implementations)
• A solid understanding of IIS, troubleshooting website issues/HTTP responses, and modifying web.config settings
• Good knowledge of Microsoft SQL
• Excellent Communication Skills - spoken and written English (including technical writing)
• Passion for lifelong learning and personal and professional development
• Three or more year’s industry experience with Microsoft stack technologies
• Exposure and experience working with customers on Microsoft Cloud products such as Azure, Office 365, or Microsoft CRM is preferred but not required
• Offer quality support to the productions
• Participate in the design of tools
• Being able to estimate the work needed to accomplish tasks
• Evaluate risk and impact of decisions and changes proposed
• Be aware of the latest technological trends in the domain of online services for games and in web development in general
• Pythonprogramming
• C++programming
• Web programming (Django, angular.js, …)
• Databases (SQL et NoSQL)
• Realtime distributed systems, network programming
• Multithreading
• Have good skills at relations and communication
• Being autonomous, resourceful and pragmatic
• Quick at learning
• Bilingual (English, French)
• Excellent Communication Skills - spoken and written English (including technical writing). Passion for lifelong learning and personal and professional development
• Three or more year?s industry experience with Microsoft stack technologies
• Current Microsoft IT Certification preferred (Ex. MCSE, MCSA, MCSD, MCTS (Dynamics CRM) Exposure and experience working with customers on Microsoft Cloud products such as Azure, Office 365, or Microsoft CRM is preferred but not required
• End-to-end debugging of defect/issues in electronic hardware, unix computers, power cabling, network configuration
• Unix commands and basics of scripts (any scripting language)
• Broad knowledge of engineering systems - assembly and troubleshooting of computer and electronic components, network configuration
• Written technical communication (technical documentation, status updates)
• Self-directed - independent ability to assess priorities, solve problems, report on status and escalate as needed
• Think big - empower others to solve the problem by creating troubleshooting guides and debugging steps
• Experience managing a tech operations or support engineering ticket queue, prioritization and status reporting
• Bachelor's or Master's degree in engineering, science or relevant discipline
• Advanced unix scripting ability (any scripting language)
• You are a dabbler with electronic and electrical projects - you have a "workshop"
• Adapt and improve operations management systems and processes to accommodate rapid and increasing growth
• Participate in Agile sprints to evolve business processes and technologies
• Create and review documentation, design new standard operating procedures
• Excellent English language written and verbal communication skills to facilitate efficient and effective interaction with peers and customers
• Effective organizational skills to maintain a consistently high standard of operations in a busy environment
• BS/MS in Computer Science or equivalent combination of technical education and work experience
• 4+ years of support engineering, tech operations, or troubleshooting
• Proficient and Fluent in at least one scripting language. Should be able to write code, test and identify solution to the problem
• 2+ year of experience writing support operating procedures
• Experience defining and implementing operational policies
• Experience in automation of server-side operations
• Experience with monitoring systems health
• Experience with measuring and reporting systems health and status
• B.S. in Computer Science or a related field
• 2+ years overall development/technical support experience
• Object oriented development experience in C++ and/or Java
• Experience in UNIX/Linux operating system
• Other desired technical skills include Perl, Ruby, Python, Oracle SQL, AWS Technologies
• 1+ years overall development - Object oriented development experience in C++ and/or Java
• Other desired technical skills include Perl, Ruby, SQL
• Knowledge on distributed applications/enterprise applications is plus
• 1+ year industry experience in software development
• A technical background (BS/MS in Computer Science, Computer Engineering, or related discipline/experience)
• 9 months to 2 Yrs experience
• Ability to write complex SQL queries (ideally using Oracle, but not any database is fine)
• Ability to read and understand Java or C++ code (Perl is a plus)
• Understanding of OO design
• Ability to do scripting
• Strong understanding of data structures
• Strong understanding of support - tickets, monitoring, and metrics
• A passion towards problem-solving, Must be able to deal with ambiguity
• Must be able to think proactively
• Excellent English verbal/written communication skills
• 1 to 4 years overall development/technical support experience
• Experience working with relational databases, and distributed computing technologies
• Debugging and troubleshooting skills, with an enthusiastic attitude to support and resolve customer problems
• Other desired technical skills include Perl, Java, Oracle SQL
• Develop tools to aid operations and maintenance
• System and Support status reporting
• Ownership of one or more Digital products or components
• Work with Development teams for handing-off or taking over active support issues and creating a team specific knowledge base and skill set
• BS in Computer Science, Engineering or a related technical field
• 5+ years overall development/technical support experience
• Experience in Perl or shell scripts
• Ability to write intermediate level database queries. SQL skills
• Experience in a 24/7 production environment is a plus
• Prior experience with UNIX system administration is a plus
• BS degree or higher in Computer Science (or related program) with 5+ years of relevant experience
• Experience with large scale SQL systems
• Experience with large scale MapReduce systems
• Experience with ETL (Extract Tranform Load) and Data Warehousing systems
• Java or C++, Linux/Unix, Perl and UNIX tools
• Deep understanding of support processes and a track record
• Own the fleet management which includes estimating, load testing, scaling and de-scaling fleet to improve resource utilization
• Bachelors with 2-5 years' experience or a Masters with 1-year experience in Computer Science, Computer or Software Technology, Operations, or a related field
• One to three years of experience in supporting distributed software systems using operational metrics and analysis
• One to three years of experience in troubleshooting operating system (Unix/Linux) and distributed system issues
• Experience in one of the following: Ruby/Python/Scala/Java
• Experience in DevOps role or application development in distributed systems
• Knowledge about Mesos Architecture and HDFS is a plus
• 2+ year experience with real-time live-system responsibility
• 1 year experience using SQL and databases in a business environment
• Experience with a programming language
• Excited about data and analysis
• Enjoys taking a project and running with it
• Develop automation to support the business
• Build tools, publish metrics, and build dashboards to provide transparency to the business
• Be a champion for the customer: Insist on the highest standards, ensure our product is executed flawlessly
• Bachelor’s Degree in Computer Science or related field
• 3+ years professional experience in software development
• Computer Science fundamentals in object-oriented design, data structures, problem solving, and complexity analysis
• Proficiency in at least, one modern programming language such as Java and one scripting language
• Experience in communicating with users, other technical teams, and management to collect requirements, describe software product features, and technical designs
• Advanced troubleshooting, communication, prioritization, and analytical skills
• Strong knowledge of UNIX or Linux operating systems
• Relentless customer focus
• Bachelors degree in Computer Science or equivalent
• Experience with high throughput, multi-threaded systems
• Ruby or experience in another dynamic language (Python, Perl)
• Experience in SQL scripts or database administration
• Working experience with production-grade monitoring and alerting technologies
• Work on operations- and maintenance-driven coding projects (primarily in Ruby, shell scripts, or potentially Java) and web technologies
• Build systems to audit and measure reliability of Services
• Fine tune services to reduce latency, conduct operational readiness reviews and automate continuous delivery of software changes
• Maintain service level agreements, and build systems to support it
• Manage the health of a number of distributed specialized Linux server fleets and the software stacks that run on them
• Execute regular maintenance activities for services including outage handling, ticket resolution and root cause fixes
• 5+ years of overall software development/technical operations experience
• Ability to retain composure under stressful conditions, communicate effectively with a wide array of individuals at Amazon, and get the right things done
• B.S. Degree in Network Systems Administration, Computer Networks and Security, Telecommunications, Computer Science, or equivalent is mandatory
• Exposure to various routing technologies (Cisco, Juniper, etc)
• Exposure to Linux/Unix operating systems
• Must be able to work weekends and holidays(on a rota basis)
• Relocation required
• 1-3 years of experience in a Network Operations/Support role
• Applied knowledge and troubleshooting experience of OSPF, BGP, TCP, ARP and Ethernet Protocols
• Experience troubleshooting switching and routing platforms
• Experience troubleshooting layer 1 and 2 network problems
• Experience working with customers to diagnose a problem, and work toward resolution
• Understanding of ACLs – application, usage and troubleshooting
• Experience scripting with Python and/or Perl
• Need to be a highly motivated to learn
• Need to have strong written and verbal communication skills
• Ability to interact efficiently with peers and customers is required
• Ability to multitask effectively
• Strong logical thinking skills, with the ability to adapt as new information becomes available
• Effective prioritization and time management skills
• Understand high-level technical aspects of existing databases, ETL processes and reporting systems
• Provide support for incoming tickets, including extensive troubleshooting tasks
• Develop tools to aid operations and maintenance of the data and reporting platforms
• Customer notification, co-ordination and follow-up to maintain service level agreements
• Help Data Engineers, Business Intelligence Engineers and Business Analysts with debugging data quality issues
• BS/MS in Computer Science/Engineering or related discipline
• 2 to 5 years' experience in application development and/or data warehousing systems
• Ability to write complex SQL queries and ability to analyze/debug data
• Strong troubleshooting skills, particularly with large volume data
• A passion towards problem-solving
• Willing to work in 12x7 on-call support (on rotation basis)Support engineers troubleshoot, debug, evaluate and resolve operational issues and perform data engineering tasks
• Ability to script using Shell, Ruby, Perl etc
• 4+ years overall development/technical support experience
• Experience in C++, JAVA or Python
• Knowledge of the Windows & Linux operating systems
• Knowledge of Mac, Windows and Mobile based technologies
• Prior experience with system administration is a plus
• 4 years to 7 Yrs experience
• A passion towards problem-solving, Must be able to deal with ambiguity and process improvement
• Excellent English verbal/written communication skill
• Strong ownership, urgency, and drive to launch services
• Experience with high concurrency system scaling challenges, data modeling, XML processing, SOAP, REST
• Maniacal customer obsession
• Provide second line phone/email/fax consultation to independently debug complex product problems
• Provides systems/product training and intellectual property material
• Acts as a focal point for large account network problem resolution
• Typically reports to Mgr, Technical Services
• Applies known solutions to solve problems
• Business impact of this role is major
• Is a technical expert in at least one area
• Effectively utilizes complex lab setups to duplicate and solve problems
• Submits complete and correct DDTS reports in area of expertise
• Receives limited supervision
• Receives little instruction on routine work and general instruction on new assignments
• Provides guidance and mentoring to other engineers
• Translates team goals into own work assignment
• Is a technical expert in at least one area with excellent broad
• Effective planning, prioritization and organizing skills
• Drive for continuous learning, results orientation and teamwork
• Utilization of an increasing understanding of Cisco business strategies and drivers to guide activities
• Typically requires BS in a technical field (CS/EE preferred) or equivalent plus 4-6 years related experience
• Ability to analyze, use and configure small, medium and large enterprise/SP networks
• In-depth Knowledge of the OSI Model, IOS-XR, CRS, GSR12K, ASR9k, MPLS, and OSPF are required
• Consultative communication skills
• Ability to work independently, as the position only receives minimal supervision with no instruction on routine work and general instruction on new assignments
• Ability to analyze, use and configure and troubleshoot medium and large enterprise/SP networks
• Idioms(Spanish and/or Portuguese is mandatory)
• Demonstrated leadership skills in small projects and teams
• The ideal candidate demonstrates an aptitude and appetite for learning new technologies, evidenced by the ability to expand upon core knowledge
• This is a great opportunity for someone with patience and an empathetic view of the customer to hone their skills and advance their career providing value to customers while working with an industry leader in networking technology
• 3+ years overall development / technical support experience
• Experience with support procedures and methodologies
• Strong understanding of x86/x64 hardware platforms and components
• Experience with large database driven websites and web technologies
• 1+ years scripting experience
• Experience with networkingSearch Jobs US
• Resolve or escalate client contacts by providing information and support or engaging the appropriate technical resources
• Write and maintain user documentation and learning resources
• Design and build basic tools and scripts that enhance customer experience
• Maintain ongoing analysis of client contacts and use this analysis to drive recommendations for strategic improvements
• Bachelor’s degree and 1-2 years of related experience
• Experience providing “customer-centric” technical customer service or user support
• Experience profiling data and researching possible data quality issues
• Knowledge of Java, Python or other OO Language
• Background in Security
• Experience designing and delivering technical training
• Experience in deployment and monitoring of large scale systems
• Provide 2nd Level Support to retail customers in Australia and New Zealand
• Monitor incident management queue
• Analyzes incidents to identify service restoration actions to be taken
• Graduate in Information Technology or relevant discipline
• Must have incident management, troubleshooting and resolution experience on retail products - ATM machines, Point of Sale system, Self-Service Machines, Kiosks, Scanners, Barcode reader machines etc
• Australian Citizens and PR holder need only apply
• One year prior working experience with Oracle products (or at least two years related experience without Oracle products)
• Experience with Oracle StorageTek tape products (SL8500, SL3000, SL150 libraries, T10000 and LTO tape drives, Virtual Storage Manager (VSM) and ACSLS software. Includes the capability of troubleshooting, diagnosis, and service delivery consultation on these storage products
• Ability to collaborate across multi-technology sectors and functional teams
• Language Skills: Brazilian Portuguese and Spanish
• Assist with the planning, resource allocation, and advance testing for large-scale events, such as AWS re:Invent and regional AWS Summits. You will use tools such as AWS CloudFormation to build out and execute tests to verify AWS capacity and lab environment stability in advance of the events
• Provide real-time support of lab environments. You will be responsible for pre-warming and launching anywhere from hundreds to thousands of student lab environments in advance of the start of an event, and will continue to monitor environment health and stability of both lab environments and the underlying AWS services they use as the day progresses
• Assist Curriculum Developers, Solutions Architects, and other Subject Matter Experts with the use of our curriculum publication tools
• Monitor and respond to issues with our suite of tools that support curriculum publication and deployment. You will use native AWS tools such as AWS CloudWatch to monitor the continued smooth operation of our Jenkins-based CI/CD system for curriculum publication. You will respond to issue tickets logged against this and other tools, and will create, test, and release fixes to production using tools such as Git, Jenkins, Python, and Windows PowerShell
• Assist in defining and prioritizing our backlog of outstanding feature requests for our internal tools to provide maximum value to multiple stakeholders throughout AWS
• Propose and implement new tools and technologies that simplify the publication, monitoring and maintenance of AWS training curriculum
• Five years or more experience in IT as a Systems Administrator, Software Developer or Software Engineer
• BS in Computer Science, Information Systems or related field, or equivalent experience
• Knowledge of one or more modern programming languages (e.g., Java, C#, Python, Ruby, PowerShell)
• Familiarity with the concepts of Continuous Integration and Continuous Deployment
• Demonstrated customer obsession
• A demonstrated ability to work cross-functionally with a diverse group of project stakeholders
• Some travel required (10-20%)
• Existing knowledge of foundational AWS technologies (Amazon EC2, Amazon S3, VPC, etc.)
• Basic knowledge of Continuous Integration/Continuous Deployment platforms, particularly Jenkins
• Familiarity with basic administration tasks for both Linux and Windows operating systems
• Knowledge of Agile software development methodologies and tools, particularly Scrum and Kanban
• For more information on AWS, please visit http://aws.amazon.com**
• Management of cabling team
• Management of infrastructure activities
• Management of cabling suppliers
• Management of specific projects in the fields of infrastructures and cabling
• 10 years minimum experience in the fields of Wireless infrastructures and cabling
• Knowledge of suppliers in these fields
• Knowledge of Nokia equipments
• Expert in Radio cabling
• Qualities expected : good aptitude for teamwork, organization, autonomy, participation and coordination of working groups, good relationship, aptitude to the team management
• Written and spoken competence in English is required
• Management of Protocols and radio tools
• Management of specific projects
• 10 years minimum experience in the field of wireless protocols tools and radio tools
• Knowledge of suppliers (Agilent, Spirent, Hytem...) and other industry suppliers
• Qualities expected : good aptitude for teamwork, organization, autonomy, participation and coordination of working groups, good relationships, good aptitude for team management
• 1) Technical evaluation and documentation of customer situation
• Holistic understanding of the customer situation including solution landscape, core business processes, interfaces, critical projects and top issues and the corresponding documentation in the SAP Solution Manager
• 2) Establish SAP Solution Manager as collaboration platform
• Establish SAP Solution Manager as a collaboration platform for developing and driving detailed engagement, service plans and action plans to safeguard the customer’s operation as well as implementation and upgrade projects
• 3) Management of risks and top issues
• Identification of technical risks and top issues. Definition of the corresponding action plan to manage the top issues, including actions for the customer, SAP partners, and all SAP departments
• Ensure resolution of issues and top issues according to engagement deliverables
• Delivery of MaxAttention engagements for projects and operations
• Delivering Application Lifecycle Management strategy plans for customers including the following Quality Management areas
• Quality Management for Implementation
• Analysis of system landscape and technical issues
• Technical Analysis of core business processes for all applications
• Testing and Tracing of business processes end-to-end
• Ensure test management is implemented according to SAP Standards
• Evaluation of the project plan
• Quality Management for Business Continuity
• Develop a “master plan” with customer for business continuity with customer according to SAP Best Practices
• Ensure setup and training of customer for Root Cause Analysis
• Drives establishment of system monitoring procedures as well as monitoring of business process and interfaces
• Provides support to manage data volumes to control business data growth
• Quality Management Business Process Improvement
• Identifies top issues of engagements at critical customers
• Analysis of core business processes for all applications
• Analysis of system and application operation
• Definition of action plan for optimization
• Drives implementation of business process monitoring and exception handling
• Quality Management for Protection of investment
• Develop/Validate master plan for IT-landscape strategy
• Develop/Validate master plan for TCO reduction including
• Problem Resolution: he/she is able to effectively resolve or drive resolution for problems that require the creation of new and innovative approaches
• Ability to manage Customer Solutions in top maintenance segment (level 1)
• Is able to manage enterprises of larger size and their solution landscape and contributes to the solution of critical customer issues
• Good understanding of the SAP technology and understanding of SAP Business Suite (Application)
• Experience as an AGS onsite service team lead, such as Solution Management Assessment, or as project manager for implementation projects
• Customer request handling for CORE Domain
• Tickets management
• PS Core or CS Core support experience
• Linux Knowledge
• MSS/MGW/HSS/HLR/BSC/BSS Integration experience
• Signaliing Protocols
• Monolithic and Layer NTW knowledge – 2G & 3G & 4G & 5G/PSTN
• Support IT teams with build, test, and certify of tools
• Assist with development of configuration an automation with SDDC environment and infrastructure auto-provisioning
• Manage and lead escalated support and problem resolution activities for system hardware, software, and/or operating systems; acting as L3 support
• Assist in the engineering and rollout of configuration tools
• Functional understanding of infrastructure architecture (network and hosting)
• Knowledge of VMMare/vRealize Product Suite
• Knowledge of infrastructure fault and performance monitoring best practices
• Problem-solver with a passion for technology; skilled in grasping the big picture, conceptualizing, developing, and implementing solutions, and partnering closely with business leaders and IT business interfaces
• Strong communication skills - comfortable presenting to all levels of management
• Provide remote technical product support for customer and distributor/re-seller IT staff for client and server-related technical product issues via phone, live chat, remote assistance software, and email
• Provide remote trouble-shooting support services for hardware issues for hardware
• Ensure support tickets are responded to in a timely manner and resolved in accordance to predefined company standards
• Accurately document collected data and customer interactions within the trouble-ticket system
• Perform root-cause analyses as needed for HIGH and CRITICAL issues documenting causal factors and recommending process improvements for issue resolution and prevention
• Research, resolve, respond to, and document appropriate customer inquiries, as requested
• Escalate or re-assign issues as needed to appropriate resources (Engineering, Professional Services) for resolution
• Solve non-standard issues that may require analytical and conceptual thinking
• Provide clear and concise instructions and resolutions both verbally and in writing to customers
• Create and modify product and process troubleshooting documents
• Initiate and lead meetings as needed with customers and internal resources
• Continuously strive to increase the effectiveness and efficiency of the Customer Support department, from improvements to each function, as well as coordination and communication between all departments
• Improve customer service quality through monitoring and analyzing service-quality metrics and evaluating, recommending and implementing changes to existing processes
• Work with Marketing and Product Management teams to communicate product information (releases, new features, etc.) to customers and other external parties (e.g., prospects)
• College degree or equivalent experience with technical software support and maintenance service delivery required
• Superior communication skills, both oral and written; must have the ability to convey technical issues and material to non-technical audience
• Minimum of 3 years' experience in technical customer service or software implementation
• Resourceful and able to work independently
• Demonstrate exceptional customer service and customer focus for both internal and external customers to foster a high degree of end user satisfaction through timely delivery of quality service
• Work well under pressure with the ability to be patient and display empathy with the customer
• Must work well in a team oriented/collaborative environment
• Proficient with Microsoft Office to include Word, Excel and PowerPoint
• Demonstrate solid time management, communication, decision making, human relations, organizational skills and ability to set and manage priorities in a results-oriented way
• Willingness to be on-call during weekends and evenings
• Ability to meet standards for ticket system management and documentation responsibilities
• Demonstrate the ability to prioritize workload, and adapt to new processes and procedures in a fast paced environment with progressively less oversight
• Understanding of AWS technologies (aws.amazon.com)
• Understanding & experience of managing and monitoring large scale disk sub-systems
• For more information on Amazon Web Services, please visit http://aws.amazon.com.**
• 4 years+ of SQL Administration and Database Experience
• 2 years+ of Support Engineer experience
• Fluent in Spanish or Portuguese and English
• Knowledge about OMS (1200 and 1600)
• Knowledge about new SPO versions (1400 family)
• Good understanding about Ethernet over SDH
• Good understanding about Ethernet L1, L2, VLAN, bridges and switches
• Good understanding about MPLS-TP and VPN services
• Knowledge about how to operate the Management System SO-EM (Linux basic level)
• Knowledge about legacy products SDH MDRS (Marconi LH radios )
• Good understanding about Ethernet over PDH
• Strong knowledge about new products MINI-LINK (LH, CN 500, SP200 y SP300)
• Solaris Volume Manager (SVM)
• Veritas Cluster
• IP Networking/Tracing
• EMC disk arrays
• BSCS or Billing system
• Ix Collections
• Charging System nodes and solution Knowledge
• EMM/OLM knowledge
• Signalling Protocols
• Understanding of Telco and ITC business
• Proven ability to operate in extreme high pressure situations, successfully handle multiple competing priorities and possess a high level of discipline while displaying a high degree of flexibility and professionalism
• Must be willing to work in a fast paced and growing environment where some travel maybe required
• Bachelor’s degree in Computer Science, Computer Engineering or related field
• Experience working with and managing mobile devices
• Experience with EAM and/or Asset management
• Experience with Purchase order creation
• Experience with Inventory management
• Bachelor’s degree in Computer science or IT related field
• Experience working with and managing Android/Fire OS devices
• Microsoft MCSE, MCITP Systems Administrator (Active Directory)
• Strong troubleshooting skills of very complex systems
• 5+ years experience in a technical support, system engineering or software engineering
• Understanding of Web services and cloud architectures (web servers, load balancers, DNS, routing, web requests, networking)
• Sharp analytical abilities
• Masters degree in computer science, Computer Engineering, Electrical Engineering or related field
• Exceptional customer relationship skills including the ability to discover the true requirements, underlying feature requests, recommend alternative technical and business approaches
• MCC core member runs the Mission Control Center to support the front office team, Delivery Execution or CoE (Experts), to provide high-quality support services in the framework of Premium Engagements and Enterprise Support for our customers
• Role Type in MCC Core team
• Experience in working with SAP Backoffice functions, such as the Message Solving Organization, Development and the DBS Mission Control Center
• Train and coach for Front Office team (Technical Quality Manager), CoE Engineers
• Japanese: Fluent
• English: Business Level
• Ensure that assigned infrastructure is configured, installed, tested and operational according to business requirements
• Identify the root cause of incidents, events and problems taking take full ownership for managing the incident, event or problem to resolution
• Develop a workaround plan and ensure the implementation of a resolution and recovery
• Demonstrate problem analysis and solution formulation skills
• Demonstrate the ability to explain procedures to technical and non-technical audiences in a concise and clear manner
• Good knowledge of CITRIX experience/skills (XEN, virutalisation) and Linux/aix is required
• CCNA (CCNP is a plus but not required)
• Good Global Microsoft skills
• Scripting skills is a plus (python, perl, php …)
• Able to work in a support team , with incident and change management focus
• French and English is mandatory
• 2-3 years’ experience
• ACSP (Apple Certified Support Professional) / ACMT (Apple Certified Mac Technician) Preferred or equivalent experience
• 2+ years IT work experience preferred in a corporate support environment
• Demonstrated expertise of Microsoft Windows Operating Systems, Apple Operating Systems, and Microsoft Office products. Candidate should have the ability to install, configure and troubleshoot each operating system
• Troubleshoot and repair hardware and software on Apple & Windows desktops, laptops and peripherals
• Perform imaging / re-imaging end user Apple / Windows desktop and laptop machines
• Knowledge of Windows mobile client devices, and Apple iOS products a plus
• Knowledge of security and antivirus software
• Windows Scripting Host (WSH), PERL, VBS or other scripting languages a plus
• Ability to perform general computer hardware maintenance (CD-ROM replacement, CPU replacement, Motherboard replacement, Laptop LCD replacement, etc.)
• Mandatory ability to communicate effectively with management, peers, and customers, via email, phone and in face to face situations (written and verbal)
• Ability to work both independently and within a team environment
• Ability to travel to setup hardware, and troubleshoot issues at other local Oracle offices (up to 25% of time)
• Analyze consistent or repetitve issues or problems, develop creative solutions and assess risks / benefits; develop strategies for resolving identified issues and how to prevent future occurrences
• Document supported systems and application procedures and processes
• Stay in touch with technology changes and our client's operating environment changes. Our goal is to assess potential impact to supported systems and applications and to proactively look for opportunities to improve service
• 2+ years of Linux/Unix experience
• High technical aptitude with excellent written and oral communications skills
• Experience deep diving technical issues, both hardware and software
• Ability to find automation opportunities
• Experience working in a mission critical, operations support environment
• Understanding of networking concepts such as DNS, DHCP, HTTP, SSL, OSI Model, and TCP/IP
• Ability to develop & update team facing and customer facing documentation in a clear & concise manner
• Passion for process improvement and customer service
• Excellent troubleshooting experience
• An understanding in scripting (Python/Perl/Ruby or equivalent)
• An understanding of database technologies
• An understanding of version control (Git/SVN or equivalent)
• An understanding of performance tuning
• 3-5 years of Application Support experience in a retail/corporate environment in a 3rd-level support capacity
• Nagios/Splunk (network monitoring to proactively identify and resolve problems)
• SQL (querying, table joins)
• 5+ years supporting applications in a retail or corporate environment in a 3rd-level application support capacity
• Experience supporting integrated systems and devices with disparate back ends and vendors using services / data feeds
• Bias for getting things done, overcoming obstacles, taking ownership of difficult problems, conducting critical but constructive discussion, keeping a positive attitude
• Independent worker with excellent time management skills
• Logical thinker/problem solver who is self-motivated and a strong contributor within a team
• Ability to communicate effectively and troubleshoot issues across multiple departments and work closely with external vendors and internal business partners to manage applications through various test and production environments
• Customer-focused; analytical; thorough; and have excellent skills in troubleshooting and in problem-solving, and in oral and written communications, with the ability to prepare accurate and detailed documentation
• Experienced in creating dashboard and summary reports in Excel or other reporting tools - required
• Strong experience performing root-cause analysis - required
• Desired skills - strong working knowledge of
• BS degree in Computer Science and 2+ years of industry experience developing large scale distributed software systems
• Solid proficiency with an OO language (Java or C++) and design patterns
• Strong knowledge of data structures, algorithms
• Knowledge in SQL, XML, and Web services are a plus
• Demonstrated ability to achieve stretch goals in a highly innovative and fast-paced environment
• Learn new technologies quickly to solve problems
• Creating and building elegant solutions for complex problems
• BS in Computer Science or equivalent combination of technical education and experience
• Excellent written and verbal communication skills, with a track record of working effectively with Development Engineers, Engineering Managers, peers and other functions
• Highly motivated to solve problems efficiently
• Ability to build and maintain strong working relationships with peers, managers and partner teams
• Experience in Linux is a plus
• Conduct monitoring and troubleshooting of Unix/Linux systems running AWS Identity and Access software
• Deploy new or scale existing systems and software using automated build and deployment tools
• 1+ years of experience in operating systems administration or software development
• 1+ year experience with support procedures and methodologies for production computing environments
• Systems Administration in a Linux/Unix environment
• Able to prioritize and perform in complex, fast-paced situations
• A Degree in Computer Science or related field, relevant certifications, or 3+ years relevant work experience
• Proficiency in all aspects of system administration of Microsoft Windows technologies to deploy and maintain infrastructure services in our enterprise with an emphasis on the platforms listed above
• Ability to understand and manipulate common scripting languages such as PowerShell, VBScript and Perl
• 2+ years supporting Microsoft Active Directory in an Enterprise Environment
• 1+ years supporting Microsoft Exchange or other Collaboration Suite (1,000 users or more)
• Clear, professional communication skills able to contribute to team discussions, knowing when to contribute, when to listen, and when to ask questions
• 1+ years Administrating Linux-based systems
• Strong leadership skills and a successful track record of driving issues to resolution
• Provide support of our incoming tickets, including extensive troubleshooting tasks, with responsibilities covering multiple product lines
• Work on operations and maintenance driven coding projects, primarily in Python or shell scripts, web technologies, with the potential for Java based projects
• Experience in any scripting language
• Understanding of XML/SOAP, web services, workflow modeling, web application development, and industry-standard commerce systems
• 3 Yrs to 6 years experience
• Ability to do scripting (any one of Shell, Ruby, Perl, Python etc.). Python is preferable
• Familiarity with programming languages Java or C++ or C
• Experience working on distributed applications/enterprise applications is plus
• Provide direct technical assistance to customers via phone and email
• Create internal/external content for SuccessFactors knowledge base
• Develop strong working relationships with cross-functional teams within SuccessFactors /SAP
• Must be available for weekend or evening support as required
• Ideal candidate would have either SF experience, HCM, LMS, technical skills, or support experience
• It is desired that candidates have a working knowledge of one or more of the following concepts/technologies
• 3-5 Years working with a web-based software solution (SuccessFactors Solutions preferred)
• Bachelor’s Degree with a technical discipline or a minimum of 3-5 years of experience in Support, Software Development, IT, or Quality Assurance
• Recent graduate in Computer Engineering (other Technology or Scientific degrees with understanding of programming languages might be also considered)
• Web programming skills (HTML5, JavaScript…)
• Fluent in English (oral and writing), German is desirable
• Customer service oriented person
• Analytic thinking, problem solving and communication skills
• Working experience is not required
• Develop a trusted relationship with key stakeholders and decision makers, understanding and responding to customer needs, and tracking account activity
• Understand key elements of the customer’s environment
• Act as an escalation point and advocate for critical customer issues, collaborating with other departments as needed
• Facilitate meetings effectively, setting clear goals and expectations, and documenting discussions and next steps
• Align Enterprise Support and Preferred Care offerings to customer business strategy and goals
• Facilitate customer meetings and reviews, including quarterly feature reviews, and annual Health Check presentations
• Engage cross-functional resources both internally and with customer organizations to align on problem solving activities
• Assist in knowledge transfer between customer and internal teams
• Effectively manage time, workload and shifting priorities
• Provide occasional off-hours support with key projects and go-lives
• Communicate effectively with customers both verbally and in writing
• Seek out and embrace feedback, take on challenging assignments to improve skills, keep knowledge and skills up-to-date and turn mistakes into learning opportunities
• Meet customer expectations by anticipating and helping in the resolution of their issues
• Monitor customer interaction workspaces for customer feedback and opportunities for response
• Review, document and track customer top issues
• Collaborate with internal teams by providing important customer feedback, process-improvement suggestions, troubleshooting tips etc
• Monitor quality of work and identify opportunities for continual improvement
• Up to 30% travel on-site presence
• Customer orientation and focus on quality, as well as skills to interact/collaborate with customer IT and LOB decision makers
• Ability to communicate effectively with individuals at all levels, internally and externally, with appropriate discretion where required
• Excellent communication & presentation (soft) skills
• Excellent German and English language skills, written and verbal are required. Additional languages are an advantage
• Ability to lead requirements-gathering sessions
• Ability to learn and assimilate information quickly
• Ability to deliver results under pressure, work independently, and take ownership of assigned tasks (pro-active driver, results-oriented, pragmatic)
• Project Management experience is an advantage
• An understanding of IT landscapes and lifecycles with a specific focus on SAP Solutions during transitions, implementations and operations phases for cloud, standalone or Hybrid (e.g. Cloud and On-premise)
• Knowledge of the SAP Enterprise Support and the included service offerings such as SAP Enterprise Support Academy, SAP Enterprise Support Value Maps and SAP Solution Manager is an advantage
• Knowledge of SAP Success Factors is an advantage
• Intercultural sensitivity: SAP Enterprise Support and SAP Preferred Care are global support offerings and interaction with customers worldwide is required
• Enthusiast, strong work ethic and a positive attitude
• Graduate with a Bachelor or Honours Degree in IT/Computer Science/Physics/Mathematics/Engineering/Business with IT or equivalent
• 2-4+ years’ working experience with proven ability in a customer-facing role to work with dedicated customers on project and senior management level
• Experience and/or acumen of the following technologies and solutions
• Cloud, databases, server applications, infrastructure architecture, Internet technologies, web servers and web proxy servers experience, enterprise software solutions &/or business application software (specifically HCM knowledge would be beneficial for this role)
• Of great advantage are ASP, SaaS, XML, IT networking, SSO, APIs, Connectors experience
• Proven record in managing issues, scope, and quality while bringing areas of responsibility and tasks to successful completion within the time requirements
• Experience in working in global / virtual teams is an advantage
• Experience in transferring knowledge to others (coaching & mentoring)
• Analyze the incident, research solutions and provide solid answers easily understood by customers
• Develop technical solutions to be posted to both internal and external knowledge base
• Liaising with Development & Field Teams to identify bugs and missing product functionality for future releases
• Liaising with product management to identify and report bugs
• Act as a liaison between our Product Management and Engineering teams
• Collaborate with other employees by providing important customer feedback, process‐improvement suggestions, new troubleshooting tips and other actions that involve improving our product
• Bachelor’s Degree in Computer Science, Information Technology, Business Information Systems or a related field
• 3+ years of relevant related experience essential
• Fluency in English essential and 2nd European language preferred
• Familiarity with general IT concepts
• Solid understanding of Internet technologies
• Preferred (but not explicitly required)
• 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
• 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
• Stay up to date with new products and features that are released
• Provide Material for technical documentation
• Service Platform Operations and Support: design; build out; health monitoring, metrics and upgrades
• Comfortable with installing, configuring and testing software packages in a MS Windows environment
• Application configuration and monitoring
• Knowledge of Postgres and/or Cassandra Database and Schema Management
• High Level Understanding of IP Networking
• Works directly with customers
• Participate in weekend rotation and shifts
• Participates in initiatives that improve overall product and documentation quality
• Participates in product/platform testing
• Drives improvements in product quality
• Participates in Beta programs
• Serves as Situation Manager on highly sensitive proactive and reactive
• Support the workstations and diagnostic utilities used to process Servers, PC’s, Laptop, Routers, Switches, etc. throughout the Config Center
• Support production technicians with troubleshooting as well as technical education when appropriate
• Process first-pass advanced technical production orders known as ‘prototypes’ or ’first article builds&#8217
• Design custom asset tags using various labeling applications and databases
• Research and resolve technical and other compatibility issues associated with hardware and software
• Document work instructions and other documentation to support the integration process
• Develop and support processes designed to streamline the configuration of technology products
• Utilize 3rd party imaging clients/programs to Image hard drives, servers, PCs, Laptops, thin clients, handheld/mobile devices, etc
• Support Microsoft WIM images, PXE, WinPE and Microsoft SCCM or MDT technologies
• Train associates on integration procedures when necessary
• Promote safety by identifying and promoting potential safety risks and providing recognition
• Participate in regular housekeeping initiatives and daily cleaning maintenance
• Answer questions from customers and prospective customers about the features and capabilities of our capabilities
• 1) Entry level or 1+ years experience working as a web developer with Java and front end technologies (HTML, CSS, JavaScript, JQuery). If they do not have all of these or have experience with a different language, they need to be eager to learn and demonstrate the ability to pick things up quickly. They do not mind grooming someone into the role
• 2) Must have Customer service mentality. They will be resolving issues and dealing with customers on a daily basis so their communication and customer service skills are very important. The hiring manager looks for candidates that may have done tutoring or community service on their resume
• 3) Cultural Fit. They need to be able to work in an open plan office where they are collaborating and constantly bouncing ideas of the team. They also need to be resourceful and know who to go to in order to solve problems
• Solve technical questions from clients via support ticketing system
• Build and release custom functionality to solve client issues
• Travel occasionally to client locations to provide services on-site
• Work in an international environment
• Analyze and Troubleshoot reported issues/errors
• Be Additional Owner on and Learn from other Senior Support Engineers HIGH and CRITICAL cases & conference calls
• Engage in technical and tactical discussions with Senior & Principal Support Engineers about how to approach technical problems
• Monitor the queue for your product and handle triage of new cases and maintain adherence to our SLAs
• Manage/monitor high-severity issues and escalations within your team to assure focus remains on the highest priority issues and keep management informed of any potential problems
• Contribute to, and challenge, management initiatives
• Actively contribute knowledge objects
• Superior troubleshooting skills and demonstrated ability to quickly resolve complex technical issues involving any or all of the below aspects
• Basis Administration Skills
• Upgrade and installation of solution manager is additional advantage
• Maintaining profile parameters & license installation
• Basic knowledge of UNIX and Sybase
• Client copy exposure
• Scheduling and Monitor Background jobs
• 3+ years work experience running and supporting complex IT production systems is required
• Min. 2 years hands-on Solution Manager experience
• ABAP/Basis Skillset is plus
• Experience in System Administration / Support
• Administration skills in the SAP Basis area
• HANA Admin &Troubleshooting skills are a plus
• Graduate or Master Degree in Computer or Electronics & Communication Engineering / Computer science / Information Technology systems/ Computer applications / IT Business Systems or equivalent
• Technical exposure in one of Database (Oracle/DB2/SQL Server/MaxDB ) is preferred
• Experience in Troubleshooting and training deliveries
• Good communication project management skills and exposure to quality process frameworks
• Experience in communication with customers and managing expectations
• Proactive in learning and highly self-motivated
• Good team player and ability to lead a team (distributed) on projects
• Knowledge of enterprise-level applications and understanding of Global Delivery model
• Flexibility to travel is a must
• Responsibilities, success factors and competencies can include the following, but may be customized due to regional or business need
• Key Responsibilities: 1. Incident Solving 2. Additional Tasks
• Basic understanding IT
• Basic understanding of core business processes (hereunder HR processes)
• Bachelor or Master Degree in Natural Science, Technology, Business or equivalent work experience in related field preferred
• ABAP development skills
• Basic understanding of SAP HANA technology
• Basic knowledge of OS and DB Administration
• Exceptional Communication Skills
• Min. 2 years hands-on Solution Manager Implementation experience
• 40 % - 60 %
• High written and oral communication skills in English
• Strong interpersonal communication skills
• Experienced with Unix/Linux platforms
• Experienced with Enterprise solutions / products
• Experienced with one of the following Databases – Oracle, Postgres, Sybase MSSQL
• 1-2 years of experience with customer support organizations - advantage
• Experienced with Customer issues lifecycle tools - advantage
• Experienced with support debugging tools and logs reading – Advantage
• Experienced with Win platform – Advantage
• MaxAttention,
• Active Embedded,
• Enterprise Support
• For Application Process Design and Implementation
• Define customer process model and execute discovery workshop
• Implement, test, train applications and processes
• Optimize business processes
• For Integration and Development (including Validation)
• Take care of the integration topics like user integration, system integration and process integration
• Ensure data consistency, performance and exception management
• For Architecture and Infrastructure
• Define technical architecture, landscape and underlying infrastructure
• Provide a detailed architecture blueprint as basis for the other work streams (like General Basis Support)
• For General Basis Support
• Application Lifecycle Management
• Setup the project and production landscape
• For Data Migration
• For RunSAP Like a Factory / Transition to Operations
• Define the customer target operational model
• Design and implement application lifecycle management
• Integrate new business solutions or technical components into operation
• Setup or optimize operation control center
• For System Landscape Optimization (Landscape Transformation Management, SAP LT based projects,
• Participates in internal projects driven by internal requirements
• Trains and coaches other CoE Engineers
• Industry and business processes
• Programming skills for ABAP, Java, C++
• Upgrade downtime minimization
• Performs and leads overall analysis of situation at key accounts
• Identifies top issues in key account engagements
• Leads analysis of system landscape and technical issues
• Leads analysis of core business processes for all applications
• Leads analysis of system and application operation
• Delivery functional or technical tasks in MaxAttention projects
• Co-operates with the Focus Technical Quality Manager (TQM) to answer difficult functional or technical questions and executes concrete tasks
• Delivery Onsite & Remote services for MaxAttention, Active Embedded and Mission Critical
• Delivers Expert Guided Implementation
• Actively provides customer feedback to development based on delivery
• Analysis of functional gaps in ICC and developments to close gaps
• Implements specific best practice operations scenarios
• Develops trainings, specifications and documentation
• Ensures that services and documentation are available and up-to-date for the respective area of expertise
• Takes over development tasks in projects or service development
• Delivers root cause analysis, provides solutions, and delivers services for specific fields / areas
• Functional responsibility for specialist technical area
• Drives knowledge transfer within specialist focus area
• Engagement Support
• Understands customer requirements and coaches Embedded Support for planning single support services including identification of the needed skills and the size of the delivery ( for MaxAttention and Active Embedded customers)
• Contributes to the achievement of our COE quality and efficiency targets (including focus on remote share, QA of service delivery, reporting)
• Develops trainings, specifications and documentation; ensuring that the documentation is up-to-date for the respective area of expertise
• Executes customer development in context of ICC
• Understand and develop assigned request from project
• Responsibility for implementation according SAP product & support standards
• Experience in working with SAP Backoffice functions, such as the Message Solving Organization, Development and the Mission Control Center
• A minimum of 1 years of technical support experience is required
• The ability to program to solve problems and automate repetitive tasks in a common scripting or programming language such as Python, Perl, Java, or Ruby
• Deep knowledge of the Linux operating system
• Understanding of Identity Systems such as LDAP, Active Directory
• 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
• Participate in all phases of the development of a large distributed system: providing hardware, manageability, operability and performance perspectives
• Develop system management scripts/tools to automate operational tasks
• Monitor the health of the fleet, automating system health, maintenance tasks, and reporting systems as needed
• Troubleshoot, perform various system maintenance tasks (your hands get dirty here) and participate in on-call rotation
• 4+ years experience building scripts, tooling, and automation for large-scale computing environments
• Experience with and strong working knowledge of Linux and associated Linux tools/languages
• Knowledge of TCP/IP and networking protocols such as HTTP and DNS
• Ensure timely, high quality communication
• Document service into the provided CRM tool. All documentation to be done in English language
• Deep technical knowledge in SQL Server 2008 or newer version
• Solid knowledge in T-SQL language
• Experience in capacity planning and sizing SQL Server environments
• Experience in high availability configurations with Failover Clustering
• Advanced troubleshooting techniques
• Coordinates actions of others as necessary to assist with analysis and resolution actions for problems and Known Errors
• Monitors progress on the resolution of Known Errors and advises 2nd Level support staff on the best available Work-Around for Incidents related to unresolved Problems/Known Errors
• Assists with the handling of major Incidents and identifying the root Create problem records and perform root cause analysis
• Escalates issues for resolution, to avoid reoccurrence or close problem
• Knowledge of Storeline POS Solution
• Experience in supporting major retail customers
• Excellent technical understanding of SQL
• Excellent technical understanding of VM Environments and tools
• Experience with Windows / Linux OS
• Skills for scripting in Kix, Java, C+ etc
• Ability to read and understand code across multiple platforms
• Degree in IT or related discipline
• BA/BS in engineering or related fields or 3+ years of relevant work experience
• Knowledge of network and web related protocols (e.g. TCP/IP, UDP, IPSEC, HTTP, HTTPS, routing protocols)
• Experience in one of the following: Systems Administration, Networking, or Telephony Systems
• Working knowledge of Amazon Web Services
• A strong desire to learn new technologies
• Expert knowledge in one of the following:Systems Administration, Networking, or Telephony Systems
• Experience in one of the following:Systems Administration, Networking, or Telephony Systems
• Respond to and resolve inquiries forwarded to the Brand Protection and Gating team by tier 1 & 2 Seller Support associates and other internal Amazon stakeholders
• Drive the creation of standard operating procedures to drive knowledge transfer to tier 1 & 2 support
• Monitor the system health, troubleshoot anomalies, and handle infrastructure work for our distributed services
• Take on medium-sized coding tasks to build tools that help diagnose system issues and automate their resolution
• Implement gating changes in cooperation with the development team
• B.S. in Computer Science or a related field (Engineering, Mathematics, etc.)
• Strong knowledge of at least one interpreted/scripting language (e.g., PHP, Ruby, Python, Perl, Shell) and good knowledge of at least one compiled object-oriented language (e.g., Java, C#, C++)
• Strong knowledge of the Linux operating system
• Excellent English language written and verbal communication skills
• Experience working with web services
• Experience in technical customer support
• Experience working in a fast-moving team environment and ability to juggle many tasks and projects
• 1+ years experience in a product development environment
• Knowledge of microcontroller-based firmware design and development
• Debugging and troubleshooting ability
• Experience writing firmware under an embedded OS or real time scheduler
• Experience working with device driver and associated hardware such as timers, DMA, A/D converter, comparator, UART, I2C, SPI, or LCD
• Solid background in CS and be knowledgeable about basic EE
• Bachelor degree in Computer Science or Engineering, advanced degree preferred
• Signal processing programming with MATLAB
• Knowledge of sensors
• Worked in R&D environment regulated by FDA, CE and FCC bodies and familiar with process and safety standards required for medical device development (ISO 13485, IEC 60601) or equivalent
• MINIMUM 3 years software development experience
• Bachelor's Degree and/or Master's degree in Computer Science
• Proficiency in, at least, one modern programming language such as C, C++, Java, or Perl
• Experience with large scale security, enterprise and web preferred
• Working knowledge of major security protocols (e.g. ssh, Kerberos, TLS, etc.)
• Familiarity with cloud computing concepts and experience working in AWS
• Track, coordinate and solve the java application platform tool chain related 3rd level support cases
• Understand in depth complex technical issues, suggest workarounds and engage with the developers
• Create and maintain internal documentation such as knowledge base, user guides, etc
• Proactively share findings, bugs and ideas to improve and optimize the tool suite with team members
• Collaboration and communication with internal providers and offshore partners
• BA/BS in Computer Science, Electrical Engineering or related field of study and 2 years industry experience in a software technology position OR relevant technical Master’s Degree and 2 years relevant industry experience; prior development experience is preferred
• 1 year of programming and/or support experience with Java based enterprise software product
• 1 years Unix and Windows administration and debugging experience
• Proficient in the following area
• Provide guidance and assistance to partners and customers with implementation, integration and customization of the TIBCO Spotfire products, and with the use of the TIBCO Spotfire API’s
• Provide email/WebEx/phone consultation to troubleshoot, debug and solve customer issues, with special focus on questions/issues/errors related to custom development
• Write code examples and best practice guides related to API development and publish in the TIBCO Community and knowledge base
• Bachelor's Degree in Computer Engineering or 1+ years relevant experience
• Knowledge of computer networks with ability to troubleshoot such networks (transport protocols, routing protocols, firewalls, load balancing, VPN solutions, etc.)
• IT Security and data encryption fundamentals
• Experience with scripting languages (Python/Perl/Ruby or equivalent)
• Understanding of database technologies
• Understanding of version control (GIT/SVN or equivalent)
• Comfortability with medium to large, complex project scopes and ambiguous details within work environment
• Network certification (JNCIA, CCNA or higher) or equivalent networking experience
• Resolve inquiries forwarded to our team by tier 1 & 2 seller support associates and other Amazon-internal stakeholders
• Drive the creation of Standard Operation Procedures to drive knowledge transfer to tier 1 & 2 support
• Monitor the system health, troubleshoot anomalies, and handle infrastructure work for our large distributed services
• B.S. in Computer Science or a related field (Engineering, Math, etc.)
• Primary party responsible for ticket-based, operational activities related to Active Directory and Microsoft Exchange
• Will have direct responsibility for the completion of operational obligations and project goals such as (not exhaustive)
• Active Directory objects maintenance
• Exchange object maintenance
• File/Shared Workgroup creation, maintenance, permission-ing and quota management
• Utilizing S3/Identity Management web tools for account maintenance
• End User operational support via email and phone contact
• Incident and Problem management, including RCAs
• Documentation review and maintenance
• Monitoring / Reporting / Audit responsibilities
• Interaction with the client or cross-functional infrastructure teams as required
• Disaster Recovery testing support
• Proven troubleshooting skills and ability to understand complex relationships between components of multi-tiered and distributed systems related to directory services
• Experience in a user-focused operational-support environment
• Minimum 1 year experience in an Windows Active Directory operational work environment
• Bachelor's degree (B.S./B.A.) in Computer Science, Business Information Systems, or related field (or comparable work experience) is desired
• Available for overtime
• Available for on-call and holiday coverage support (rotational)
• Location Webster, NY
• Are a strong, confident, and exacting writer
• Know and have used software automation, ideally Puppet/Chef or have been a Unix &/or Linux SysAdmin,working directly or very closely with DevOps
• Can work a variety of different shifts based on customer commitments
• Participate in an "on call" rotation
• Have a technical degree or equivalent experience
• Emerging Puppet technologies such as HA, VRX, and more
• Fluency in other European language is a plus
• 2 years plus of distributed system management experience
• Experience with massive-scale distributed systems
• Knowledge of TCP/IP networking, architecture, and core technologies (such as DNS, DHCP, HTTP, Routing, VPN)
• 1 year plus of development of systems management and administration automation in Perl, Python, Ruby, or Java
• Responsible for designing solutions to vehicle issues and gaining customer / regulatory approval for changes in train design
• Lead in the development of documented engineering procedures, practices and policies
• Assist in optimising the Company’s maintenance regime and in the development of best European / World Class maintenance practice in support of current and future contracts
• Assist maintenance with in-depth faults, passing on fault finding skills and the use of schematics on rolling stock assets
• Assist in the co-ordination of continuous improvement programmes to improve fleet reliability and ensure contractual requirements are achieved and exceeded
• Responsible for liaising with other Hitachi departments in the investigation of maintenance and safety defects and ensuring compliance with UK legislative requirements
• To liaise with Procurement / Maintenance Team members during the assessment and approval of new/changed material and suppliers to ensure that Maintenance, H & S and environmental needs are adequately identified / addressed
• Work closely with the Performance Engineer to identify and address the root cause of defects and to ascertain the extent of problems arising
• To confirm that rolling stock assets comply with operational specifications by the use of engineering processes and techniques
• To modify or manufacture rolling stock components by material or processes
• Liaison with Hitachi and external personnel as required to complete the duties of the post
• Join the rostered list of On Call Support Engineers; this will be a permanent responsibility for the duration of the appointment as Support Engineer
• Develop professionally and support good working relationships
• Learn new skills in accordance with Hitachi’s business demands as required
• Assist as required by instruction of the Engineering Manager
• HND in an engineering discipline or equivalent qualified engineer
• Previous experience in product improvement and reliability engineering on UK rolling stock
• Membership of a recognised accredited engineering body
• Provide advanced technical support via telephone, email and customer site visits to external and internal customers
• Provide efficient, high quality technical support services to ensure timely response to queries, resolution of problems, and reporting/escalation of unresolved issues
• Research, analyze, document and manage resolutions to technical, operational and implementation issues related to Nuance products and their supporting technologies and infrastructures
• Must be capable of establishing and documenting processes, policies and procedures; producing high quality technical documentation to be included within newsletters, public/private knowledge base systems, product manuals, etc
• Ability to recognize trends and patterns between diverse service request descriptions and foresee future problems
• Sufficient knowledge of IT operations, responsibilities, workflow processes, and procedures to resolve most inquiries independently
• Facilitate customer conference calls and manage the resolution of critical customer account issues
• Act as cross functional program team representative; gathering and disseminating information to and from product development and engineering teams
• Mentor technical and field services personnel, customer IT technical staff when needed
• Availability for 24x7x365 staffing assignments, on-call pager rotation and travel (minimal) as required
• Experience with the implementation and support of Radiology Information Systems (RIS) and/or Picture Archiving and Communications Systems (PACS)
• MS Windows client-server proficient
• Must possess experience in the installation, configuration, management and performance monitoring of Microsoft Windows based applications and components
• Experience with PowerScribe, RadWhere, and/or PowerScribe 360 products is highly desired and these candidates will be given preferential consideration
• 5 to 10 years of experience in Linux system administration, monitoring, hardware failure diagnosis/root cause analysis, firmware updates, software package and repository management
• 5+ years of experience in creating software/scripts to automate tasks and systems with some of the following programming languages: bash, perl, ruby, python, C, etc..
• 5+ years of experience in Unix troubleshooting in order to identify hardware or system failures
• 3 to 5 years of experience in working with SQL and databases, including application program interfaces
• Flexible hours to support a 24x7x365 operation
• Demonstrable grasp of security best practices in server configuration, tool development, and access controls
• RDBMS installation, system performance evaluation and troubleshooting
• Relentless passion for frugality and out-of-the-box engineering
• Understanding of standard internet protocols (Ethernet, ARP, IP, ICMP, UDP, TCP, SSL, DNS, HTTP, etc.)
• Provide engineering support of our incoming tickets, including extensive troubleshooting and debugging
• Read and understand complex application code and make code fixes to resolve support issues
• Candidate should possess superior customer service skills in dealing with users at all levels in a team environment
• Demonstrated experience delivering direct user support in a high availability environment
• Previous experience in which high levels of initiative, judgment, and tact has been demonstrated
• Must possess superior technical aptitude, written and oral communications skills with the ability to interact with internal customers in a professional manner
• Candidate must haves a basic understanding of core internet technologies - DNS, mail transport, TCP/IP and network file systems
• Demonstrated experience with Linux
• Other desired technical skills include Perl, Python, Ruby, Oracle SQL, and familiarity with object-oriented programming
• BS/MS in Computer Science/Engineering or related disciplines
• 4 to 6 years of experience in Application/Product, Production Support
• Able to write complex scripts and automation (using any one of the Shell, Ruby, Perl, Python)
• Proven track record of service improvement and optimization in production
• Exposure in handling customers, program managers for planning and executing operational programs
• Exposure to processes improvement techniques, Operational Excellence is definitely added advantage
• Strong understanding of support processes – handling tickets, monitoring, processes and metrics
• Ability to solve complex problems independently
• Familiarity with Load Balancers, Network Components and Infrastructure components is a value add
• Hands on experience distributed applications/enterprise applications is plus
• Hands on experience in Cloud technology is plus
• Expert in using scripting and programming language for automatons
• Experience in design and development of software is a value add
• You strive to improve the customer experience by resolving issues completely and in a timely fashion
• You communicate clearly both verbally and in writing with your team and with other groups. You listen effectively
• You have a strong aptitude for trouble shooting and problem solving
• You maintain SLA’s through the implementation of proactive issue detection and reporting
• You write and review accurate and complete support procedures, system documentation, and issue tracking entries
• Able to prioritize in complex, fast-paced environment
• Engage with customer on phone to assess the business impact of an issue
• Analyze configurations, application and system log files to determine the cause of issue
• Work closely with peers globally to ensure issue resolution in line with SLAs
• Maintain accountability for an issue until the same is resolved
• Report errors/bugs to Development
• Contribute to Technical Knowledge Database
• Give an accurate daily handover of all business-critical occurrences to peers in other locations across the globe
• Participate in weekend support coverage as per roster planned globally
• Be a part of the top-notch experts and deliver towards End-to-End Trou-bleshooting
• Handle escalated customer messages
• De-escalate customer messages independently
• Take on role of technical expert who passes on knowledge via coaching and workshops
• Engineering degree or
• Masters in Science (Physics & Mathematics) or
• Bachelor’s degree in any discipline complemented by equivalent work experience
• Total experience at least 4 to 8 years out of which, 2+ years of directly-related work experience in supporting or implementing SuccessFactors Solutions or equivalent products in HRIS & Learning
• Having worked in Implementation, Consulting, Support or Key-User roles in any business application will be an asset
• Strong problem resolution, analysis and documentation skills
• Strong team player; enjoys working with international teams
• Outstanding abiulity to manage & prioritize own workload/tasks
• Excellent communication, collaboration skills
• Ability to work with high sense of urgency and willingness to commit the ad-ditional time and effort on high impact issues
• Experience with online communications
• Working knowledge of CRM and Service Management ticketing systems
• You are interested in understanding, analyzing and resolving technical problems
• You like to work in teams but also can produce high-quality work results on your own (autonomous)
• Your main task would be
• Very good or good degree in Information Technology, Mathematics, Physics or Technical Engineering
• Fluent German and English is a must
• Knowledge of SAP Solution Manager, preferably in the area of RunSAP like a Factory
• Any practical experience in software development and deployment
• You have a University degree in Mathematics, Information Technology, Engineering or Natural Sciences
• You have very good communication skills
• You enjoy facing and tackling new challenges in different roles on a regular basis
• You are very interested in technical IT topics like software updates, performance analysis, databases, hardware layouts/components, networks
• You have very good German and English skills (spoken and written)
• You are happy to travel worldwide on a regular basis
• You have some experience with SAP ABAP and JAVA based Netweaver systems
• You have experience with RDBMS databases like MSSQL, MAXDB, Oracle or DB2
• You have some experience with SAP HANA
• You have experience with Linux, Unix
• You have proven during your studies that your focus is in very technical IT topics
• You have programming skills in at least one language e.g. (ABAP, JAVA, C, C++, SQL or similar)
• Coaching and Mentoring
• Continuous Knowledge Management contribution by Creating Knowledge Base Articles and WIKI Documents
• Deliver standard application/technology trainings and workshops
• Perform knowledge transfer to internal staff and external customers & partners
• Produce e-Learning Content (Forums/Wiki to help with incident deflection)
• Drive creation of Knowledge in area of expertise and drive proactive proliferation of knowledge created externally and internally
• Product specialization – be a product expert in at least one area
• Develop deeper technical skills like reading code / debugging / creation of small corrections where applicable / SQL
• Work as functional expert in de-escalation and war rooms (Engage in critical customer situations – e.g.: CIM escalation, account escalation)
• Take initiatives improving team’s performance and efficiency
• You have Bachelor/Master’s Degree (Technical University degree preferred)
• Ability to work on a night shift
• Software / Application support related experience
• Functional to advanced knowledge in one application/technology area / basic knowledge of at least one other area
• Basic to advanced understanding of business processes within one application/technology area
• Basic skills within ABAP/.net/Silverlight/XML
• Technical skills (debugging, tracing, verifying complex Business Configuration/Fine Tuning)
• Experienced dealing with IT and standard software (MS Office, etc.)
• Experience with Operating Systems and internet browsers
• SAP'S DIVERSITY COMMITMENT
• Solid experience in Java, C++, or C# (expert in at least one)
• 2+ years industry experience in developing and launching production grade software
• Solid UNIX or Linux experience
• Great understanding of database theory and solid experience in at least one relational of non-relational DBMS
• Attention to detail coupled with ability to think abstractly
• A technical background (BS/MS in Computer Science/Engineering or related discipline/experience) 2+ years’ experience Strong Unix base O/S experience or proven ability to pick up Linux quickly Ability to do scripting (any one of Shell, Ruby, Perl, Python etc.) Strong debugging/troubleshooting skills Familiarity with programming languages Java or C++ or C Ability to write complex SQL queries is added advantage Excellent verbal & written communication skills Strong understanding of support - tickets, monitoring, processes and metrics A passion towards problem-solving Strong decision-making ability Must be able to think proactively; excellent follow-through and attention to details. Knowledge on distributed applications/enterprise applications is
• Monitor the health of production and test systems 24x7
• Atleast 2 years experience in hands-on production administration of large system environment
• Experience in following, and improving upon, established procedures within a mission critical environment
• Experienced in writing scripts
• Knowledgeable in using and navigating within a Linux environment
• Ability to do high level debugging and problem analysis by examining logs and running unix commands
• Experience with open source products
• Knowledgeable in how Domain name Service (DNS) works
• Knowledge of virtualization and Amazon Web Service (AWS) / Softlayer
• Experience with configuration management systems (Ansible / Chef)
• Experience using Splunk and or ELK
• BS/MS or equivalent in computer science or electrical engineering
• Provide 2nd Level Support
• Monitor Service Request System (SRS) incident management queue
• Incident investigation and diagnosis (including resolution where possible)
• Adhere to Retalix Policies and Methodologies and those of the customer (if working on site)
• Use Best Practice
• In depth understanding of the Retalix IT systems, environment and development paths as well as those of our clients
• Understand the customer’s business
• Complete other related tasks as required by key stakeholders
• Understanding technical specifications
• Analysis of business requirements
• Testing: Developing test plans, Writing test scripts and System testing to ensure that delivered software is reliable and satisfies the business requirements
• Operational tickets
• Working on day to day operational events
• Deploying and improving processes around new regions
• Working tickets - route cause
• 2 years of experience
• Dev Ops Engineers
• The desire and ability to work in a fast paced, collaborative environment is essential. Experience in working with Linux/Unix environments
• Basic Ethernet and IP networking knowledge
• Has experience with Chef/Puppet
• Python, Ruby, Bash scripting
• Deal with Ambiguity
• Be part of the team that shapes the automation future in Networking
• Use existing tools and frameworks to resolve operational tickets
• Participate in an on call rotation with your team
• Setup up existing stacks for new regions and provide feedback to software engineers on the process to ensure it becomes hands free
• Improve our process by identifying issues and patterns and contributing to new standard operating procedures
• Be mentored by senior systems engineers, including involvement in the formulation of a structured training plan
• Participation in setting the architectural direction of the team through influencing the technical roadmap
• Experience in working with Linux/Unix environments
• The ideal candidate will have experience at depth in Linux internals, software engineering and have been exposed to networking
• Linux experience from provisioning to performance tuning, and a solid grasp on operating system fundamentals
• Bachelor's degree in computer science, computer engineering or related technical discipline or relevant experience
• Excellent written and verbal communication skill
• Excellent leadership skills and teamwork skills
• Manage small scale projects to implement new automated functionality
• Support new applications and systems, including working with business units, researching solutions, coordinating internal and external resources, creating documentation, and managing rollout
• Demonstrate an ability to maintain systems within a rigorous change control environment
• Work with business units to identify and resolve issues impacting business processes
• Provide 2nd or 3rd level technical assistance to end users as a component of managing escalated helpdesk requests
• Must have a strong understanding of IT Support as a business function (SLA’s, ITIL practices, etc.)
• Perform system administration on multiple applications
• Troubleshoot system outages and other issues impacting production
• Provide documentation around the preparation, deployment, procedures, and design of IT system environments
• Maintain solutions in conjunction with business unit owners and cross-functional project teams
• Provide system verification with regards to acceptable performance and accessibility of newly deployed IT solutions from remote locations
• Work with vendors to identify and resolve problems
• Work with partners to troubleshoot access issues or other problems
• Technical writing and verbal skills are required
• Candidate must be a strong team player recognizing personal improvement and awards are best achieved by making those around you successful
• Work schedule will include ‘out of normal’ work hours for IT support & monthly maintenance
• Experience supporting Enterprise-level and Scientific applications in a corporate environment
• Exposure to validated environments, change management, and ability to comply to such regulatory agency requirements
• Experience with Windows Server and desktop operating systems
• Project management or project team experience
• Experience supporting applications and systems used in a Laboratory setting is a plus
• Basic understanding of Identity Access Management and security
• Basic understanding of database platforms (SQL and Oracle) and n-tiered application architecture
• Basic understanding of VMware virtualization platform
• Basic understanding of IT systems development life-cycle (SDLC)
• Working knowledge of scripting languages (Shell, pearl, ruby, etc...) and regular expressions
• Some OO application development experience with Java or C++
• Experience with SQL scripts
• B.S. degree in Computer Science, MIS, CIS, or a related field
• Experience in building/supporting large scale distributed systems
• A strong understanding of web technologies
• A strong understanding of UNIX/Linux operating systems
• Solid networking knowledge
• Ability to communicate across technical and non-technical audiences
• Act as the final point of escalation and resolution for technical support
• Provide advanced technical support to developers, corporate customers and end users for complex products, including highly escalated issues
• Provide support via telephone, written correspondence, and electronic media
• May act as technical lead and provide technical training, coaching, and mentoring to other engineers. May provide limited consulting to internal or external customers
• May research technical documents and feature lists
• Highly motivated with a mature and positive attitude
• A passion for working with peers and customers to help resolve deep customer technical issues on Microsoft, Third Party, and Open Source technologies
• A drive and desire to learn and grow yourself and others through proactive knowledge sharing
• Strong and effective verbal/written communication and listening skills for collaboration and working with customers and peers
• Strong organization and prioritization skills, with the capacity for driving quality impacts for customers and/or stakeholders
• An overall passion for technology and for the business and customer value it drives and the desire to help others learn through proactive knowledge sharing activities
• Outstanding problem-solving, troubleshooting and application debugging capabilities
• Ability and willingness to quickly ramp up on multiple technology areas as needed
• Technical Expertise (Required in one or more of each area) in Cloud, Windows Desktop Development, Web Development, Game, or Phone
• Cloud Technologies: Visual Studio Team Services, Microsoft Azure, Amazon web services, iCloud
• Languages and Compilers: C/C++, C#, VB.NET, JAVA, HTML5
• Developer Tools such as Visual Studio, Unity, Eclipse, .NET Framework, DebugDiag
• Three or more years' experience in software development, consulting or support with a strong emphasis on Microsoft Client, Server and Development products and technologies
• Deep understanding of application lifecycle and agile development principals
• BS in Computer Science, or related degree, or 3-4 years of equivalent experience
• Provide desktop support for newsroom computer systems, software and hardware: in an on-air fast paced environment
• Install and troubleshoot Avaya IP phones and Polycom Video Conference systems
• Set up workstations and help with account management
• Resolve technical problems users may have with LAN, WLAN, and other systems
• Experience working in Creative Industries including Digital environments
• Understanding of and the ability to troubleshoot the Windows Operating System
• Experience working in primarily Mac OS X and other Apple products and software
• Knowledge of Ghost and JAMF software deployment tools
• Experience with VOIP and IPTV systems
• 3+ years of experience in support or development of distributed systems
• Sharp troubleshooting and analytical abilities, proven design skills, excellent communication skills
• Track record of troubleshooting, simplifying, operational excellence and a focus on automation
• Experience in one of the following languages, or something similar: Java, C#, C++, Perl, Python, PowerShell, BASH, Shell or SQL
• Bachelor's Degree in Computer Science, Math or related experience
• 5+ years of experience in support or development of distributed systems
• Experience with Unix or Linux environments
• 2+ years of scripting or programming experience from scratch
• Understanding of CS fundamentals including: data structures, algorithms
• Experience in technical support working with Java/J2EE or similar applications
• Deep understanding of operating systems (Linux, OS X, and/or Windows)
• Familiarity with databases and relevant languages (e.g., SQL)
• Strong foundation of basic network functions, standards, and protocols
• To represent Microsoft with corporate customers via telephone, written correspondence, or electronically service and assist them in resolving technical issues utilizing Microsoft products and technologies
• To demonstrate customer engagement skills, managing customer needs directly
• To demonstrate strong interpersonal and communication skills, while working with varying audiences from highly technical engineers, to developers and architects, as well as executive-level management
• To thrive in a fast-paced, dynamic environment
• To be flexible with your schedule as hours will be based on business needs
• To be able to multi-task and yet deliver results consistently
• To be a Self-starter with a strong bias for action
• To be able to articulate potentially complex technical problems in a simple way
• To provide constructive feedback and new ideas that will potentially add to team’s success
• To manage, at technical support level, the critical situations that may involve challenging technical issues, diverse audiences and potentially politically hot
• To constantly show strong customer service, accurate and logical problem solving, and communication skills, plus the ability to work in a team environment
• To constantly be available for case assignment and initial response as per Microsoft support case management standards
• 3+ years of level3 support experience in Exchange Server (2010, 2013, 2016) in addition to other Microsoft products (Outlook, TMG, IIS) and networking operating systems (Windows 2008, Windows2012, Active Directory objects), DNS, email flow
• 1+ year of experience for collecting, reading and analyzing network traces and product logfiles
• 1+ year experience applying a logical and methodical approach for problem solving
• Experience supporting Exchange in O365 hybrid deployments
• Experience deploying and supporting system integrations to Microsoft products
• 1/3 of their day will be engaged with customers. 1/3 spent on customer issues while they are working. The rest of the time spent on learning new technologies. The team has resources available for these contractors to learn from
• 3 Linux and Hadoop experience – needs to have an understanding of these, no minimum requirements, but previous work experience needed
• Hadoop experience – not super specific on which version as this isn’t the primary focus skill on this role. Familiarization a plus. Will be adding this experience within training for the role
• Bachelor's degree or equivalent experience in CS or related technical field
• 2+ years experience in similar role
• Strong SQL skills
• Strong Unix / Linux shell scripting skills
• Excellent requirements gathering skills - working with business owners
• Experience with Linux operating systems
• Demonstrated proficiency in Linux, hand on and related debugging
• 2 years support engineering or system admin experience on Linux or Unix systems
• Demonstrated proficiency with scripting languages such as Bash, Python, C, C++, Java or Ruby
• Deep understanding of scalable computing systems
• If you are interested in scheduling a time to discuss the AI2 program in greater detail feel free to make an appointment with Renee Rushefski https://calendly.com/rrushefs/ai2discoverycall or e-mail her directly at [email protected] with any questions.**
• Research and resolve issues related to ad hoc data requests, event processing, on-boarding and custom jobs on Hadoop. This includes configuration and debugging map/reduce code for efficiency and desired output
• Communicate effectively and concisely; providing timely responses that meet service level expectations
• Develop a deep understanding of customers’ needs and act as an evangelist for recommending best practices
• Work closely with Product Development, Product Manager and Operations team to collaborate on Bugs and issues which require expertise in Hadoop technology stack
• Use JIRA ticketing system to log, monitor and work through the open cases during business hours
• Contribute to development work and automation to reduce friction and eliminate customer contact
• 24x7 support – potentially working at least 1 weekend day or alternate shift
• 2 years of Experience in a customer facing or customer support role
• Experience with R or S Plus Programming languages
• Experience with popular Hadoop distributions including Cloudera, Hortonworks and MapR
• BS degree in Computer science, statistics, mathematics, or a related field with 2 years of relevant analytics experience B.S. degree in C.S. or E.E. or equivalent preferred
• Continuous learning Mindset – we value all perspectives and reward individuals that poke at the edges of what they know to be true. We are seeking people that think differently and are biased toward action to accomplish great things
• Diverse & Inclusive – we enable people who bring a contemporary view to shape our internal teams, and encourage new hires to feel included
• One Microsoft – we need to collaborate and learn to value the work of others, be willing to take their learnings and add them to our own to make a better outcome for our customers
• Making a difference – drive impact by looking for ways to continually improve your day to day responsibilities and the connections between your work and others
• Technical proficiency in and learning attitude toward SharePoint Server technologies (online and on premise)
• Customer service skills, team work, problem-solving skills, capacity to deal with difficult customers and ability to thrive in ambiguity
• Proven ability to work virtually
• Communication Skills – Spoken and written English and Spanish (including technical writing) *Trilingual candidates – fluency in Spanish, Brazilian Portuguese and English are highly desirable
• Lean in & Respectfully Challenge - passive participants need not apply. We need team members who are always asking why? and how can we make it better?
• 2+ years’ experience in system development, network operations, software support or I.T. consulting
• 2+ years industry experience with Microsoft products like: System Center Configuration Manager and MDM solutions like Intune or Airwatch or MobileIron
• 2+ years industry experience with Microsoft products Strong knowledge of Microsoft Windows operating systems both current and legacy
• 2+ years industry experience with Microsoft Server products (preferred) Strong knowledge of other operating systems (preferred)
• 2+ years of strong technical troubleshooting experience
• Working knowledge of System Center Configuration Manager highly desired
• Working knowledge of Intune, Airwatch, MobileIron, mobile device management, mobile application management
• Working knowledge of Cloud Identity (Azure Active Directory, ADFS)
• Strong knowledge of IOS, Android, Linux, UNIX or other operating systems such as Apple OS
• Exposure and experience working with customers on Microsoft Cloud products such as Azure and Office 365 MCSE - Windows Server
• Computer Science/Engineering or Electrical/Electronic Engineering
• 3+ Years of relevant IT/Support Experience
• Incident / problem management
• Escalation management
• You must be fluent in English (French is a plus)
• We would like someone to join our team who is a strong verbal and written communicator, analytical, a problem-solver and team player
• You must have a Degree in Information Technology or a related field
• We are looking for someone with at least 5 years of experience in IT support , preferably within telco industry and at least 2 years in an autonomous level
• Advanced technical knowledge in Microsoft cloud products
• Solid knowledge of Sharepoint and cloud architecture
• 1+ Experience with cloud BI products
• 3+ Customer support experience
• Root-cause complex problems covering a range of AWS services
• Work directly with customers
• Work alongside the engineering team to quickly provide customers with solutions
• Create tooling to help us and customers debug issues
• Develop best practices, documentation and sample templates to be used by some of our largest game developer customers
• Have fun working on ground breaking technology with people just as passionate about their work as you!
• 5+ years experience in technical support, system engineering or software engineering
• Passion for games
• Experience helping game developers ship and scale their multiplayer backend services
• Provide technical support for all Klarnas’ employees, onsite and remotely
• Receive, install and provision desktop/laptop computers and cell phones
• Maintain office equipment such as printers, projectors and TV:s
• Install, provision and package new software and operating system images
• Manage Klarnas’ Active Directory, file server, print server and other systems close to the clients
• Keep inventory of hardware and accessories
• Create, remove and manage user accounts for all Klarnas’ employees and consultants
• Manage cloud services such as Google Apps, Lucidchart and Smartsheet
• Continuously evaluate the department’s internal routines and procedures to scale with Klarnas’ expansion
• Document service into the provided CRM tool
• All documentation to be done in English language
• Power BI experience
• Manage incidents, requests and enhancements in the ticketing system utilizing problem solving skills to define corrective action and follow-through to resolution
• Respond to and log operational alerts and notifications received from the system
• Ensure that client systems are fully operational and any loss of service is restored in a timely and efficient manner
• Problem determination, workaround resolution, root cause analysis and major incident management as it relates to
• Provide advanced troubleshooting to analyze problems and develop solutions to meet customer needs
• Represent Microsoft professionally in customer and partner onsite visits, where travel may be required with little advance notice
• Create advanced online technical content including Knowledge Base articles, training documents, blogs, etc., as needed to help enhance our CSS Front of Funnel strategy and drive one-to-many customer and partner impact
• Maintain strong working knowledge of all related products, technologies and upcoming releases. Take proactive ownership in identifying and recommending product improvements in key product areas based on key data points
• Participate in planned team-wide shift rotations to cover business needs, including 24x7 “on-call” responsibilities and weekend work
• Experience with MySQL and\or PostgreSQL
• Knowledge of Service oriented architecture
• Experience with Windows and Linux
• Knowledge and experience with the Open Source ecosystem
• Experience in Microsoft Azure, cloud technologies, Azure SQL Database or Microsoft SQL Server is a plus
• Adaptability, flexibility and the ability to do the right thing under pressure and tight deadlines
• Great interpersonal and communication skills-both oral and written-and success in partnering with groups inside and outside of Microsoft
• Conviction and courage to drive decisions and defend positions as appropriate
• BA/BS degree
• 3-5 years in technical support and customer service desired
• You will provide production support to business users and ensure support SLAs are consistently met
• You will participate in software system testing and assist with validation procedures and documentation
• You will assist in discovery sessions and testing with key stakeholders to gather use cases for maintenance items and enhancements
• You will learn to help with maintenance related activities such as writing scripts and minor bug fixes
• 2+ Years of providing technical support on web-based systems
• 2+ Years of relational database experience
• You are detail-oriented, with excellent analytical, technical and problem solving skills
• 4-7 years relevant experience in Product/Application Support L2 level
• Effective communication & leadership skills
• Platforms- Windows 2000/3/8 servers, Linux
• Extensive experience working on technologies such as IIS, Apache, Jboss, Tomcat
• Knowledge of tools such as Jenkins, Puppet, Ansibel, DeployIT, Chef would be an added advantage
• Working knowledge of web services and experience in supporting such type of high availability products
• Good understanding of Virtualization, Cloud Computing
• Experience with Amazon Web Services and Microsoft Azure
• Experience with monitoring tools such as Keynote, SCOM, Solarwinds, AppDynamics, Splunk, Opnet, SumoLogic
• Knowledge of writing scripts, any scripting language would be preferred
• Be available to take ownership of new cases and escalations via telephone and Web and provide support to Enterprise customers and partners
• Consult and collaborate with your immediate peers or colleagues around the world
• Collaborate with management and engineering to resolve service issues
• Prioritize your work to accomplish the most important and urgent requests first
• Technical proficiency in and learning attitude toward Microsoft technologies
• Windows 2008 R2 File Server and Windows 7 Clients
• Windows 2012 Server and Windows 8/8.1/10 Clients
• Degree in Computer Science, or equivalent in work experience. 3 to 5 years of prior product/customer support experience
• Language Skills - Proficiency in the English language, written and spoken
• Outstanding customer service skills and a customer obsessed attitude
• Acquisition of new PC/laptop hardware
• Intel and Macintosh-based installation, configuration, and maintenance
• All other hardware/software installation, configuration, and maintenance
• End user moves
• System upgrades and troubleshooting
• Printer and print server setup and support
• Phone/pager support
• Light PBX/phone system support
• High school or equivalent
• 2+ years of College or Trade School
• 3+ years experience supporting PC users in a Microsoft environment
• Excellent proficiency with Microsoft Operating Systems
• Proficiency in supporting Macintosh (G4/G4/Powerbook), Windows 2000, 2003, XP,
• MS Office, Project, Visio, Antivirus software and Backup software
• A+ or equivalent HP/Compaq/IBM certification
• Excellent verbal and written communications skills, including the ability to work with employees at all levels, including executive management
• AD Experience
• Familiarity with network devices and architecture
• Understanding of user access, authentication, and authorization
• Windows Server OS installation and deployment
• Windows Remote Desktop
• Desire to learn the security methodology as it applies to Identity and Access Management (IAM)
• Working with project managers to organize client and internal kick-off meetings
• Taking detailed notes during meetings and identifying analyzing and mitigating project risks
• Deployment and Maintenance of CyberArk Modules that include
• Strong LDAP experience (understanding and configuration)
• AD Experience (understanding and configuration)
• Understanding use, configuration and best practices of user access, authentication, and authorization
• Understanding how to use remote access systems such as Windows Remote Desktop
• Understanding command line, and configuration of Unix/Linux operating systems
• Familiarity with diagnostic tools and analyzing data, log interpretation, and packet analysis
• Comfortable presenting to upper management and C-level clients
• Strong situation and escalation management skills
• Desire to learn and understand any compliances necessary (Ex: HIPAA, PIA, PTA) – Currently understanding or knowing these is considered a plus
• Pre-existing US Govt. security clearance is a plus
• Work on operations and maintenance-driven coding projects
• Build systems to audit and measure reliability of services
• Bachelor's degree in a hard science or Information Systems
• Solid understanding of the UNIX/Linux operating system
• Demonstrated software development/technical operations experience
• Experience in a Unix/Linux platform
• A high degree of organization and very detail-oriented
• Ability to retain composure under stressful conditions, communicate effectively with wide array of individuals at Qualtrics, and get the right things done
• Engage with other Engineering teams (Infrastructure, Development, DevOps, Performance/Quality, and Marketing) to review and refine architecture, standards and processes to increase efficiencies within the SaaS Operations support function
• Organize and conduct new releases of applications into various system environments in accordance with Quality Assurance policies and procedures
• Respond to incidents and inquiries; including investigation, escalation, Root Cause Analysis and remediation
• Adhere to change management processes and procedures inclusive of creating and modifying technical documentation
• Review treatment programs and processes within the territory accounts ensuring effective applications through routine testing and monitoring resulting in customer satisfaction and business retention
• Maintain and build business relationships
• Conduct the necessary site and LMS/class room training programs to understand the overall operations of the territory accounts and new customer sites
• Develop and implement sales plans on new opportunities with the direction of the Manager Sales I/II including documenting ROI after the closure of the program. Establish, maintain and prioritize an accurate and current sales funnel in SFDC
• Manage profitability of the account (pump settings, pricing, accounts receivable)
• Review territory applications and processes/procedures for safety improvements
• Successful completion of an internship/Co-Op related to engineering or life science
• Bachelor’s degree related to Pulp & Paper Science, Engineering, or Life Science
• 1+ years of experience working in a pulp/paper mill or for a supplier to the paper industry
• 1+ years of successful technical sales or field sales support experience
• Solid mechanical and electrical aptitude and skills
• Manufacturing, lab testing, maintenance and/or electrical experience preferred
• Proficiency in MS Office programs (Word, Excel)
• Independent worker
• Good communication skills both written and oral
• Focus on safety
• Bachelor's / Associate's Degree in Engineer or Life Sciences
• 1+ years of successful technical sales / support experience OR successful completion of an internship/Co-Op related to engineering or life science
• Must be able to obtain Transportation Worker Identification Credential (TWIC) from TSA
• 5+ years of successful technical sales / support experience
• Refining and Specialty chemical industry experience
• Maintain and build business/customer relationships
• Conduct the necessary site and LMS/class room training programs to understand the overall operations of the territory plants and new customer sites
• Sell new business and new applications in your territory. Develop and implement sales plans on new opportunities with the direction of the Area Manager including documenting ROI after the closure of the program. Establish, maintain and prioritize an accurate and current sales funnel in SFDC
• New university graduate with a background in Chemical Engineering OR up to 3-5 years’ experience in the pulp and paper industry
• Proven sales track record
• Bachelor’s degree in Engineering or Life Sciences
• 3+ years of successful technical sales or field sales support experience
• Specialty chemical industry experience
• 3+ years of experience working in a paper mill for either a supplier or in mill operations
• Bachelor’s degree in Engineering, Paper Science, or Life Science
• Water treatment or specialty chemical industry experience
• Working knowledge of boilers and cooling towers
• Working knowledge of paper machine operations, wet end chemistry, or pulp mill operations
• 2 years of Windows Operating System and Windows TCP/IP Networking
• General knowledge of Windows Media technologies (Player/Encoder/Server/SDK)
• Working knowledge of common Windows troubleshooting tools and methodology
• Understanding of internet web development using HTML and scripting
• Knowledge of C++, COM, and Windows programming
• Understanding of secure networking, including client and server permissions & tools
• Media authoring and programming with the Windows Media technologies
• Knowledge of streaming media protocols (TCP, UDP, HTTP, RTSP and MMS)
• Understanding of compression technologies and concepts
• 2+ years’ experience with TCP/IP networks
• TCP and SMB: should have a strong ability to read and analyze network captures
• Through understanding of implementations and troubleshooting of: DNS, DHCP
• Identity Synchronization Technologies (Dirsync, AAD Connect, FIM…etc)
• Active Directory Federation Services (ADFS) – or similar 3rd party experience (Shibboleth, CA --SiteMinder, Okta, PING etc)
• Office 365 Identity Management
• Cloud Domain Management
• Cloud User Management and configuration
• Able to establish and maintain relationships
• Brilliant planning and time management skills
• Technical understanding of Windows architecture
• 3+ years of experience in the job offered or related occupations of Systems Analyst, Business Operations Engineer, Business Operations Program Manager, or related
• Bachelor's degree in Computer Science, Computer or Electrical Engineering, Mathematics, Business or Finance or a related field
• Ability to learn new software quickly
• Impeccable customer service focus with a demonstrated desire to exceed expectations – a team player with a solid work ethic
• 2+ years of Object oriented development experience in C# and/or Java, Perl, Ruby and/or JavaScript
• 2 + years experience with SQL/PLSQL, relational data management
• Perform initial troubleshooting and escalate internally and externally as required
• Provide training to new BSOC - Engineers as required
• Ensure communication to BSOC Manager regarding incidents that impact the Partner
• Solid problem solving abilities
• Possess a positive attitude with strong work ethic, integrity and honesty
• Ability to effectively and calmly operate within a complex and changing environment
• Well organized and has the ability to properly manage individual workload
• Should possess a strong work ethic and a desire for a variety of challenges
• Collaborates and works closely with other IT groups and business units to promote effective working relationships and support efforts to maintain data integrity
• May assist Product Engineering and IT Operations staff with routine and basic support issues that relate to software applications and utilities
• Clients and Participants Come First: Exceeding client and participant expectations is our highest priority
• Integrity: We are open, honest, ethical and conscientious
• Passion: A will to win and a relentless drive for excellence
• Accountability: Deliver on commitments and take ownership for solving problems and creating solutions
• Leadership and Influence: Our actions inspire vision and clarity of purpose
• Continuous Improvement and Innovation: We embrace change and drive new ideas into business solutions
• Dignity and Respect: We value the diversity of our people, encourage their development and reward their performance
• Creating Value for Shareholders: Deliver consistent growth and premium returns
• Site Reliability Operations: Deploy, maintain, execute and support procedures for high site reliability operations. Utilize appropriate technologies to facilitate operations monitoring. Administer operations applications such as backups, system monitoring, and logging. Initiate action to ensure problems are addressed promptly and appropriately
• Networks & VOIP: Deploy and maintain site network infrastructure to ensure performance and reliability for local LANs, Internet/WAN connectivity
• Research and innovation: Excited in identifying business cases within the company. Produce innovative ideas and use of available/emerging technologies to address business problems with maximum ROI
• Information Security: Work closely and effectively with Information Security team to provide secure network access and vulnerability/patch management
• Policy and compliance: Develop, execute and maintain standard operational procedures (SOPs). Auditing IT operational environment to comply with approved SOPs
• Service Desk & Applications L2 support (when necessary): Work closely and effectively with Service Desk team members to provide end-user PC, Mac and Linux support. Work closely and effectively with Application Development teams to provide support for cloud and on-premise applications
• 1-2 years’ experience with Windows desktop (7, 8, 8.1 or 10) and Windows Server (2008 R2, 2012, 2016)
• Experience supporting enterprise Windows environments
• Experience deploying Windows client and/or server operating systems a plus
• Experience with mobile device management a plus
• Strong customer service, communication, problem-solving and interpersonal skills
• A degree in Computer Science or at least 4 years relevant experience in a online technical operations environment
• Knowledge of Linux and networking fundamentals
• Experience with troubleshooting and documenting findings
• Knowledge of best current practice frameworks (ITIL, COBIT), particularly incident, problem and change management
• Working knowledge of a compiled language
• Excellent communication skills - written and verbal
• BS/MS in Computer Science/Engineering or related discipline/experience
• 3-5 years of relevant work experience managing external customers and successfully working with internal teams to facialitate new project features
• 3-5 years of experience working with web technologies, such as HTML, XML, HTTP/HTTPS and JavaScript
• 3-5 years programming with PHP, Java/JSP or .NET/C++/ASP Classic
• Familiarity with cloud and web services technologies (esp. JSON, REST, XML, MQTT, pub/sub, etc.)
• Experience programming applications backed by AWS services
• Experience in one or more specific IoT / M2M industry (i.e. home automation, business automation, health, asset tracking, smart utilities, etc.)
• Over the Air (OTA) implementation for firmware upgrades
• Driver or Kernel development
• The Escalation Manager (EM) is directly engaged with customers approximately 90%, with an additional 10% for administrative responsibilities
• The Escalation Manager understands the customer’s solution and the complex technical issues related to a critical customer situation, and he/she is responsible to create and implement the de-escalation strategy to return the customer’s business or project to a normal mode of operation
• The Escalation Manager is the SAP representative for an escalated customer and the position ultimately communicates status and reports to the SAP Board/SAP executive leadership as well as all relevant parties
• The Escalation Manager may be assigned other responsibilities as delegated by AGS Management
• High level of English and a working level of Spanish and
• SAP Solutions- high level knowledge of solutions and business scenarios
• Technology - ability to understand complex technical landscape at a high level
• Superior communication skills - ability to effectively communicate at all levels of SAP, Customer and Partner organizations
• Leadership - proven onsite team lead experience
• Project Management - staffing, cost approval and monitoring
• Project Management – Certification (such as PMI) a plus
• Provide extended and 24 hour coverage if required
• Report errors to development organizations
• With increasing experience, supervision of Mentor or Coach decreases while customer interaction increases. Consequently other responsibilities increase e.g. for the content of Knowledge Base Articles and WIKI content, providing 24x7 support etc
• Create internal/external content for Successfactor’s knowledge base
• Develop strong working relationships with cross-functional teams within Successfactors/SAP
• 3-5 Years working with a web-based software solution (Successfactors Solutions preferred)
• 2+ years' experience in system development or network operations or troubleshooting experience or software support or I.T. consulting
• Exceptional Problem-Solving and Communication Skills - Spoken and written English (including technical writing
• Understanding of TCP/IP and other networking services: DNS, WINS, DHCP, Routing
• 2+ years industry experience with Microsoft® products like: Windows Server, Microsoft client products
• 2+ year’s industry experience with Microsoft Server products (preferred), Knowledge of other operating systems like Linux/AIX/Solaris
• 2+ year’s industry experience with Microsoft System Center products
• 2+ year’s industry experience with Microsoft System Center Operations Manager with Strong knowledge in this area
• VMWare/Hyper-V experience is a plus
• Exposure to any of these technologies will be helpful but it’s not must – IIS/ WebSphere / WebLogic /Tomcat /MySQL/MSSQL/Oracle SQL/ DB2 / Apache/ JBoss /Resin
• Intermediate understanding of Web Services technologies, specifically REST and ODATA
• Intermediate understanding of PowerShell with advanced knowledge of PowerShell scripting, modules, workflows and desired state configuration desired
• Previous experience as an IT Administrator would be an asset
• Generalist knowledge of a broad range of information technologies would be an asset
• Experience and/or certification in Microsoft Azure would be an asset
• Demonstrates an ability to triage issues with Web Applications developed in J2EE, using Java, Struts, Spring, ReSTful services, Hibernate, Java 5 annotations, and JavaScript AJAX and JQuery
• Demonstrates ability to understand complex database models and recent experience with Microsoft’s SQL Server database and have experience writing/debugging and understanding complex queries and stored procedures
• Understands common web applications frameworks, and technology, and familiar using Object Oriented languages and methodologies, and common design patterns
• Self-driven and able to perform job duties with little supervision. Project Management/Business/People Skills
• Capable of interacting with the project team members, technical resources, functional experts, business systems analysts, and support team members
• Learn the Online Product Approval application and UI so issues can be reproduced
• Test fixes in Development and QA environment before promoting fix to production
• Scheduling database fixes with change requests to DBA team
• Responsible for effectively managing own time according to agreed-to priorities
• Able to escalate high-priority issues when necessary
• Ability to determine when issues are data-related, code related, and suggest the proper fix script or code change. Ability to provide root-cause for all issues
• 7 or more years of Core Java development experience
• 5+ years of JEE programming experience using Spring 3.x or Struts 1.x
• Solid database skills using MS SQL Server/Oracle
• Must be able to understand & support new/existing stored procedures/functions and schemas for enterprise-level applications
• Solid understanding of data structures and the ability to develop complex SQL queries, and understand/analyze current system data relationships
• Experience using NOSQL (mongo) databases
• Some understanding of using front-end technologies including HTML5, CSS3, Ajax, jQuery, and other JavaScript frameworks/libraries
• Experience with ORM solutions like Hibernate
• Bachelors degree in Computer Science, or similar degree
• 8+ years in java web development with at least 3 years of experience providing support for large scale and complex systems Experience in doing development work on large scale enterprise systems
• Comfortable using Windows
• Experience with multi-tiered architectures, including UI design, business rules layer, and data architecture
• Experience with workflow-type systems is a plus
• Proven track record on his/her business acumen
• Candidate must have solid experience with Linux OS
• Candidate must have solid experience troubleshooting code builds, troubleshooting SW deployments, troubleshooting SW testing failures
• Other desired technical skills include Scripting, Python, Ruby, SQL, and familiarity with object-oriented programming
• Two or more years of experience in systems development or network operations or software support or I.T. consulting
• SQL Database concepts and some familiarity with SQL Profiler
• Windows Server Operating System knowledge which includes understanding of NTFS/Share Permissions, File Sharing, Performance Monitoring, Event logging, Task Manager, Windows Firewall, User and Group Management
• Understanding of WMI and familiarity with WQL queries
• Active Directory concepts such as Kerberos, LDAP, Sites and Security Groups
• Strong knowledge of any Microsoft® System Center Products, with an emphasis on the following Configuration Manager concepts
• General knowledge in sites, site roles, site component configuration: including Primary and Secondary sites, Distribution Points, Pull Distribution Points, discovery, boundaries, Application Catalog, and client policy
• Experience with various client features like discovery, installation, inventory and software metering
• Familiar with status messages and various server and client side logs used for troubleshooting
• Understanding of site backup and recovery
• Troubleshoot, diagnose and resolve escalated client issues
• Manage the investigation, reproduction, logging, monitoring and client-facing communication of bug reports from discovery through resolution
• Provide internal and external guidance for custom API and other integrations
• Perform root-cause analysis of issues
• Collaborate with engineering resources to resolve application defects
• Manage customer expectations and maintain high customer satisfaction
• Develop and maintain subject matter expertise in Bronto product functionality, API and e-commerce integrations
• BS in Computer Science (or relevant experience) and at least 1 to 2 years of knowledge/experience
• Excellent analytical and troubleshooting skills specific to software related issues
• Familiarity with e-commerce environments, NetSuite (ERP/SCA), Magento, Demandware, a major plus
• Familiarity with API (SOAP and REST) and/or JSON troubleshooting
• Strong team player and communicator -verbal and written - with good diagnostic and troubleshooting skills
• Experience engaging directly with clients to solve problems
• Ability to multitask in a fast paced environment and maintain attention to detail
• Ability to diagnose, break down and explain complex issues to stakeholders of various technical skill levels
• Basic programming/scripting skills
• Looking after the support request queue
• As stated above 1st level validation of issues reported in support request queue and act appropriately - by either advising the user on how to deal with the issue, forward the issue to the on-site team if too complicated or preparing the issue for development by documenting the issue and the necessary recreation steps
• Handle standard support request, i.e. extracts of data, restart of services, order user to be created in external systems, re-run of reports etc, with a very high level of attention to details and in accordance with to the defined procedures
• Run and act on daily start and end of day sanity checks
• Keeping an eye on our system health monitoring and act if appropriate
• Together with the rest of the support team be able to cover (in a duty roster) in business hours support between 7:00-18:30 and on-call support of EOD runs between 19:00-07:00
• Occasionally support new software deployments and business activities during weekends
• Experience with L2 banking/trading applications and user support
• Readiness for on-call duties, evening and mornings shifts
• Basic knowledge of change and deployment management
• Fluent English and excellent communication skills
• Ability to interact directly with traders
• Very good SQL skills is a must
• Hands-on experience with an ITSM system (e.g. Remedy, ServiceNow)
• Hands-on experience with monitoring tools likes AppDynamic, Zabbix, Geneos, Nagios or any similar monitoring tools will be an advantage
• Hands-on experience with JIRA for handling support and or development tickets will be an advantage
• Knowledge of any trading system would be an advantage
• Good general understanding of IT
• Understanding and experience in practical application of ITIL principles
• Knowledge on agile methods will be an advantage (Scrum, Kanban)
• Interest in the finance industry. Financial knowledge is not a prerequisite, but motivation to learn about derivatives and the IT systems to dealcapture them, handle their lifecycle and risk is. Obviously hands-on knowledge will be an advantage
• Excellent interpersonal skills, a fast learner and great team player
• Good analytical skills. When bugs are reported there will be a need to do a first level assessment of the issue and thereby make it ready for the development team, e.g
• Is it a bug or is a misused/lack of understanding of the system
• Recreation of the issue on a test system
• Detailed description of the steps required to recreate the issue
• Customer Obsession – we exist for and because of the customer. We need people who share that passion and drive to make our customer’s experiences easy, insightful and trusted
• Degree in Computer Science, or equivalent in work experience
• 2+years of prior product/customer support experience
• 1+ years of commercial experience in technical software support or software development
• Demonstrable experience in .NET 4.0, C#
• Experience in using remote desktop technologies to diagnose reported issues
• 2 year plus of Development of systems management and administration automation in Perl, Python, Ruby or Java
• U.S. Citizenship required due to Top Secret Clearance
• Systems Administration or Development in Linux/Unix environment
• Practical experience across the networking stack from load balancers down to TCP/IP
• Experience with version control like Git or Mercurial
• Investigating and troubleshooting issues that are reported by the Product Documentation Teams (400+ technical writers)
• Triaging Trouble tickets
• Interacting and working with teams external to Doceng and to the main Product Documentation organization
• Investigating and troubleshooting trouble tickets (JIRA issues) and Community Support Forum issues that are reported by the Product Documentation Teams (400+ technical writers)
• Working on assigned Trouble tickets to Support Engineers
• Interacting and working with Doceng Development, Sustaining and Quality Assurance teams and Information Architects to resolve issues
• Trouble Ticket Resolution
• Defect Troubleshooting
• Support Process
• HTML, XHTML, XML, XSLT, CSS
• Content Management Systems (SDL)
• DITA / DITA Open Toolkit
• XML editor tools (Arbortext, oXygen)
• Database / SQL (Oracle, MySQL)
• Manages trouble tickets through resolution or escalation using existing documentation, procedures, and tools
• Demonstrates excellent time-management skills and the ability to work independently while using departmental resources, policies and procedures
• Provides prompt detailed data and communications within tickets and contribute to support documentation as both an author and reviewer
• Generates acceptable performance metrics such as quality, productivity, first contact resolution, and attendance
• Actively seeks solutions through logical reasoning and data interpretation skills and identifies trends to appropriate channel including improvement suggestions
• Maintains a positive and professional demeanor always portraying the company in a positive light and effectively managing sensitive issues
• B.E/B.Tech in Computer Science or a related field
• 0-1 year working experience in a Service support/DevOps related field
• Must have an understanding of building large-scale systems and application architectures
• Experience in building dashboards and aggregating metrics
• A drive to dig into the details of a system or process to solve customer problems
• Strong working knowledge of Linux operating systems
• Excitement to learn new technologies and help customers succeed
• Proven success in a fast paced support environment
• Grow into a Subject Matter Expert in market-leading technologies
• Advocate for Customer Success throughout the organization
• Train customers to succeed on the FreeWheel platform
• A Computer Science, Engineering, or related Bachelor's Degree or equivalent experience
• Generally requires 2-5 years related professional experience
• 'Be like water, my friend' and adapt to rapidly changing circumstances
• A creative thinker who thrives on solving complex problems, delivering elegant product solutions, and balancing evolving priorities
• Excited about facing new challenges, comfortable contributing to the direction of the team, and seeking guidance from management and peers
• Intrigued by Premium Video and the opportunity to make a deep impact on the future of Television
• Bachelor’s degree in Information Technology, Computer Sciences, Engineering, or equivalent qualifications
• 5+ years of experience in a technical position
• Coding ability in at least one language (Java/Tomcat preferred)
• Scripting experience (Ruby, Python, Bash, Powershell)
• Systems engineering (Linux and/or Windows Servers)
• Systems administration (Linux and/or Windows Servers)
• Understanding of the software deployment lifecycle from design, build, test, deploy
• Familiarity with one or more version control systems
• Experience building or managing applications from the Application layer down
• Networking (DNS, TCP/IP, HTTP, SSL)
• Support / Troubleshooting experience
• Customer service experience / strong customer focus
• Strong multitasking skills
• Demonstrated Ability to build and maintain strong working relationships with peers, managers and partner teams
• Strong Java Skills
• DevOps background
• Exposure to Cloud computing
• Exposure to security concepts / best practices
• BS in Computer Science, Engineering or a related technical field, or relevant technical experience
• Experience in Python and/or shell scripts
• Ability to write intermediate level database queries in SQL
• Experience in Programming / scripting (Java, Perl, Ruby, C#, and/or PHP)
• Experience and knowledge of video codec formats, encoding tools
• Experience in communicating with users, other technical teams
• Bachelors degree or equivalent experience in Information Technology or related IT field
• Must be highly self motivated and directed
• Must have extensive knowledge in Microsoft Windows and Linux Operating Systems
• Familiarity with TCP/IP protocol required
• Hands-on hardware and software troubleshooting experience required
• Scripting skills (e.g., Perl, Ruby, Python, Shell scripting)
• 1-3 years of Security Analyst, Security Operations, Network Operations Center (NOC) or production service support experience
• Knowledge of the Linux operating system and good understanding of networking concepts (to CCNA level or equivalent)
• Experience in vulnerability management, vulnerability analysis, and risk analysis
• Participation and commitment in meeting or exceeding customer experience goals
• Address inbound Technical Support calls to manage and resolve the customer issues
• Own and address incoming internal emails or support ticket requests through resolution
• Receive and address technical, non-technical and service related other inquiries
• Utilize other customized CCTG tools and processes to help identify the root cause of technical problems
• Research and resolve customer inquiries for the various products and services CCTG offers, including customer follow-up, working with various engineering teams, PM/EM, etc
• Experience in representing a world class “brand” in a service environment along with responsibility and implications with it
• Minimum of 3 years of experience in a call center supporting a network-based service or application, web-based/Internet experience, and SaaS environment are required. “Real time” service support environment is highly desired
• Intimate knowledge of Office versions and Windows 2000/XP/Vista/7/10 -- must be able to install, configure, and maintain each of these OS's
• Strong working knowledge of Mac OS, mobility iOS /Android platforms, UNIX/Linux commands, with previous support experience highly desirable
• Strong understanding of the use and configuration of Internet browsers, specifically IE, Fire Fox, and Chrome
• Strong LAN/WAN diagnostic, proxy servers troubleshooting experience
• Understanding of the Internet and related concepts
• Understanding of various audio products; VOIP, IP phones, teleconference and protocols within are highly desired
• Possess a balanced hybrid skill-set which consistently delivers superior support for both technical and non-technical issues
• Ability to work in a multi-tasking environment
• Possess superior customer-focused skills that allow communication and behavior adjustment to address the concerns of the caller
• Creative thinker with excellent written and verbal English communication skills
• CCNA certification is a plus
• Ability to write code or scripting (any one of Shell, Ruby, Perl, Python etc.)
• Strong debugging/problem solving/troubleshooting skills
• Familiarity with programming languages Java or C++ or C and reading code
• Ability to write/read complex SQL queries and No SQL is added advantage
• Strong understanding of support processes - tickets, monitoring, processes and metrics
• Knowledge on distributed applications/enterprise applications
• Knowledge on Hadoop or Distributed Computing is plus
• Knowledge on Cloud technology is plus
• Hardware setup and configuration, stack set up and integration test on it
• Automating the work and getting it down to zero effort
• Bug fixes and tier 1 support team and complete deployment
• Coding/scripting is needed (preferably an object oriented language like Java, Python, Ruby, Perl, etc.)
• Experience with Unix / Linux
• Candidate is expected to analyze, prepare, implement, develop test cases, coordinate, and manage the test procedure, and verify, the test procedure, verify the configuration and integration of the cloud
• Responsible for analyzing, designing, and developing commercially viable end-to-end technical cloud management solutions (e.g.: Virtual Infrastructure Management, Virtual Data Center Management, Virtual Application Management) for the customers
• Works to ensure that deployment infrastructure matches reference architecture and ensures that test systems are representative of production
• Assists in hardware sizing and recommendation, capacity planning, diagnostics analysis, and server placement
• Participate in knowledge transfer, documentation and information sharing while staying abreast of on new technology/technical areas
• Customer Issue handling – primarily highly complex and integrated cloud solutions. The candidate needs an understanding end to end solutions
• Candidate will update and upgrade customer operational environments
• Analyze customer technology, define business requirements, and participate in risk analysis
• Find new business opportunities based on expanding existing customer solutions as well as creating new ones
• Scope, design, define and plan for Infrastructure Architecture and system deployment and/or upgrade as well as integration into complex carrier grade systems
• When acting as a Support Engineer the Candidate may be required to remotely work on critical failures whenever they occur
• Establish a solid relationship with the customer aimed at increasing credibility as the primary partner
• Self- starter motivated to learn new technology and solutions
• Accountable to customer and meets objectives and timelines
• Administrative, documentation and organizational skills
• Comfortable presenting customer as part of a sales engagement in a technical lead role
• Data Center Experience
• Networking Background
• SAN/NAS Technology
• Understanding of various Cloud models (Public cloud, Private Cloud, Telecom Cloud) in at least one aspect of the Cloud or a general but “clear” understanding of the Cloud principles
• Containerization, Dockers, Platform Orchestration
• OpenStack or AWS or VMware
• Knowledge of BASH/PYTHON
• Bachelors Degree in Engineering or Similar
• Additionally, OpenStack and VMware experience are also good pre-requisites
• MUST have business level Japanese fluency
• Hands on experience in charging system or similar BSS area
• Troubleshooting complex 2nd and 3rd level system problems reported by SAP partners via the web-based messaging system, and providing the best available solution or workaround within the agreed service levels
• Liaising with Development Teams to identify bugs and missing product functionality
• Documenting solutions to known issues and consulting questions
• Moderating Product Discussion Forums
• Participating in internal projects that drive Support Automation and Partner Enablement
• Work Hours: shift schedule for business needs from 9:00 – 21:00 Eastern Standard Time
• Degree in Computer Science or IT (preferred) or equivalent work experience
• Good understanding of the business process at small or medium business including
• End-user knowledge of multi-channel sales and marketing
• SAP Business One SDK Certified an asset
• Programming background (VB / JAVA / .Net / C# / Java Script) / MS Visual Studio
• Monitoring tools e.g. Zabbix (good to have)
• SQL programming / HTML advanced / CSS / LESS / TWIG
• X-technologies (XML, XSL, XPATH) / Web services / API
• Web-technologies (HTTP, Web service call)
• Interface-technologies (flat file, mail, ftp, http, SAP ERP) is a plus
• Database Management System Administration (SQL Server) and query language
• Knowledge and experience in virtualization technologies particularly VMware and/or Citrix
• Experience with Windows Server OS platforms and tools like Performance or resource monitor
• Knowledge of database concepts such as SQL locks, deadlocks, indexing etc
• Experience with troubleshooting database performance issues using tools such as profiler, DMVs
• Troubleshooting experience of technical issues to diagnose issues and differentiate between product and non-product issues – identify OS issues
• Aptitude and/or experience to deal with challenging support cases
• Strong customer focus & interpersonal skills
• Fluency in English / Excellent communication skills
• Ability to work as part of a multi-cultural team
• Minimum 2 years Product Support experience in a Multinational Company (preferred)
• Work Hours: shift schedule for business needs from 9:00 – 22:00 Eastern Standard Time
• End-user knowledge of an ERP software solution
• System Administration (Windows platforms, Citrix, WTS), Security and Networking
• Experience with Windows Server & Linux OS platforms and tools
• Cloud computing and networking knowledge and experience
• Excellent communication skills (written and oral in all required languages)
• Good working knowledge of Microsoft SQL Databases (T-SQL, Indexes, Stored Procedures, etc.)
• A good understanding of IIS, troubleshooting website issues/HTTP responses
• Ability to troubleshoot networking issues, database or scripting issues using tools like Message Analyzer, SQL Profiler and browser debugger etc
• Experience in troubleshooting .NET based web applications, troubleshooting and tuning application performance issues
• Programming skills are useful but not required- preferably ability to read and understand code written in C++, C#, J-Script and other Microsoft .Net technology
• Preferred skills: Solution/customization knowledge in both CRM Online and CRM On-Premises (back to 2011 for legacy implementations)
• Strong customer service skills, accurate and logical problem solving, and communication skills, plus the ability to work in a team environment
• Conduct data collection projects including setup and verification of all system components, trouble-shooting during live sessions, ensuring data integrity and upload, and documenting best practices
• Apply knowledge of wireless and networking technologies, mobile devices and quality assurance practices to ensure that connected devices meet all target requirements and produce a superior customer experience
• Examine processes and available tool sets to ensure the most accurate results in the lab and in the field. Strive to automate process and work closely with Program Managers to identify process automation
• Ability to work effectively across a range of customers and team members to deliver on-time
• Perform quick but thorough data analysis in order to drive the highest quality through all phases of data collection
• A high level of professionalism, integrity, and discretion in handling confidential information, as well as the ability to work well with people at all levels inside and outside the company, is essential
• Excellent communication, interpersonal, and analytical skills
• Willingness to support several projects at one time, and to accept reprioritization as necessary and to deliver high-quality work on schedule
• Bachelor’s degree in computer science, electrical engineering, telecommunications or a similar field
• Experience with speech and language data collection and processing
• Excellent ability and methodology to troubleshoot and identify the root cause of issues
• Experience with Unix/Linux and shell scripting, perl, python or Java
• Knowledge of the mobile networks, audio signal quality measures, and core data analysis skills
• End-to-end, hands-on experience with all aspects of data collections
• Experience troubleshooting network systems
• Passion for building scalable, global, complex systems to solve problems with proven ability to deliver high quality software
• Solid understanding of Object-Oriented design and concepts
• Expert knowledge of Java, C/C++ (atleast one) is a must
• Self-directed and capable of working effectively in a highly innovative and fast-paced environment
• BS or MS in Computer Science or in a relevant Engineering discipline
• Great understanding of database theory and solid experience in at least one relational DBMS
• Demonstrated proficiency with Perl, AJAX, Javascript, CSS is a plus
• Respond to incidents logged by the customer
• Management of problems to resolution for any network and equipment failures covering software, hardware and infrastructure problems as defined by the service level agreement. This may include both RM and 3rd party PCs and peripherals
• Carry out hardware fault diagnosis, including the repair of IT systems, down to modular level and occasionally component level
• Ensure that all systems used to carry out work activities are updated on a real time basis including the completion of detailed and accurate call notes. Following the communication and escalation steps as outlined in process documentation
• Know and understand the IT Service Delivery targets for the contract and be proactive in ensuring that these are achieved
• Work in an advisory capacity alongside the FSC and Ops Team Leader in providing technical solutions to the customer’s requirements and setting customer expectations
• 1st /2nd line IT support & implementation experience including MS Server 2008/2012/XP/7/8, AD, Group policies, DNS, DHCP, network infrastructure, VMware, Citrix, Apple, CC4, switches etc, ideally within a customer-focused environment
• Strong problem solving abilities. Excellent communication, customer handling and inter-personal skills
• Strong planning, organising and prioritising abilities. Target focused. Flexible to cope with change, be proactive and adapt quickly to a developing type of service delivery
• Prior school ICT support experience may be useful, but isn’t critical
• Flexible to visit other schools across London as and when required
• Present technical content to various audiences including customers, partners, and internal stakeholders. Qualifications (Not all skills are required; some are good to have)
• Exposure and experience working with customers on Microsoft Cloud products such as Azure, Office 365, or Microsoft CRM is preferred but not required. ? Strong customer service skills, accurate and logical problem solving, and communication skills, plus the ability to work in a team environment
• Degree in Management Information Systems, Computer Science, Computer Information Systems, and Computer Engineering (preferred)
• Work on the 1st line support servicing multiple platforms for DES
• Work on Shifts including Weekends, work on Incidents and proactive monitoring
• Excellent written and Verbal Communications, strong PL/SQL, Perl Scripting

Related Job Titles

3 Technical Support Resume Examples for Your 2024 Job Search

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

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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.

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Speed up your resume creation process with the 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:.

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Technical Support Engineer Resume Template

Get hired faster & learn how to improve your own resume with this highly instructive Technical Support Engineer resume template. Copy and paste this resume sample at no cost or try to redesign it using our simple yet powerful resume creator.

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Technical Support Engineer Resume Template (Full Text Version)

Experienced Technical Support Engineer with a demonstrated history of delivering exceptional technical support and customer service to clients. Skilled in maintaining PC hardware and software, training new personnel, and cultivating strong relationships with both employers and clients. A proactive team player with excellent communication skills and a deep understanding of technology. Seeking a challenging Technical Support Engineer role with a dynamic company that values growth and innovation.

Work experience

• Provided technical support and customer service to clients, conducting research and analysis of client issues, and maintaining PC hardware and software.
• Installed operating systems, configured servers, and developed and implemented new processes and procedures to enhance customer service quality and efficiency, resulting in a 45% increase in efficiency within 2 years.
• Recruited and coordinated new employees, actively participated in weekly team meetings with managers and the Board of Directors.
• Maintained documents and records, performed various clerical duties, and completed tasks as needed.
• Awarded Employee of the Month for outstanding performance.
• Achieved First Class Honours, ranking in the top 5% of the Programme.
• Participated in clubs and societies including Astronomy Society, Engineering Society, and TEDx Club.
• Achieved Graduation with Distinction, earning Grade 1 (equivalent to A/excellent) in all 4 subjects
• Awarded the Best Graduate Award in 2013
• Participated in extracurricular activities including Computer Club, Math Society, and Physics Society.

Volunteering

Certificates.

Milan Šaržík, CPRW

Milan’s work-life has been centered around job search for the past three years. He is a Certified Professional Résumé Writer (CPRW™) as well as an active member of the Professional Association of Résumé Writers & Careers Coaches (PARWCC™). Milan holds a record for creating the most career document samples for our help center – until today, he has written more than 500 resumes and cover letters for positions across various industries. On top of that, Milan has completed studies at multiple well-known institutions, including Harvard University, University of Glasgow, and Frankfurt School of Finance and Management.

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Top 16 Technical Support Engineer Resume Objective Examples

Updated July 10, 2023 14 min read

A resume objective is a statement of your career goals and how you plan to achieve those goals in the position for which you are applying. When writing a resume objective for a technical support engineer position, it is important to focus on the skills and experience that make you an ideal candidate for the role. Highlight any technical certifications or expertise, as well as any relevant experience with customer service and troubleshooting. Additionally, emphasize your ability to work independently and collaboratively as part of a team. Examples of resume objectives for a technical support engineer position include: “Seeking a Technical Support Engineer position where I can utilize my expertise in computer systems maintenance, customer service, and troubleshooting to help customers resolve their technical issues” or “Aspiring to become a Technical Support Engineer where I can use my knowledge of programming languages, system administration, and software development to provide innovative solutions.”

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Top 16 Technical Support Engineer Resume Objective Samples

• To obtain a Technical Support Engineer position with a reputable organization where I can utilize my technical and customer service skills to help customers resolve their issues.
• Seeking a Technical Support Engineer position in an innovative and challenging environment where I can apply my knowledge of software, hardware, networking, and troubleshooting.
• Looking for a Technical Support Engineer role that will allow me to use my expertise in problem-solving and customer service to provide excellent technical support.
• To secure a Technical Support Engineer position that will enable me to use my extensive knowledge of computer systems and software applications to provide effective solutions for customers.
• Aiming for a Technical Support Engineer role at an established company where I can contribute my expertise in troubleshooting network issues, resolving customer complaints, and providing exceptional customer service.
• To join an organization as a Technical Support Engineer where I can utilize my experience in IT support, system administration, and customer service to ensure the highest level of satisfaction from clients.
• Seeking a Technical Support Engineer role that will allow me to combine my technical knowledge with excellent communication skills to provide superior customer service.
• Desire a position as a Technical Support Engineer where I can employ my strong analytical skills and experience in system maintenance to ensure optimal performance of all products.
• To acquire the role of Technical Support Engineer at an industry-leading company where I can apply my knowledge of hardware/software installation and configuration along with excellent problem-solving abilities.
• Looking for an opportunity as a Technical Support Engineer at an innovative organization that values hard work, dedication, and creativity while allowing me to further develop my technical skillset.
• Aspiring for the position of Technical Support Engineer at an esteemed organization where I can leverage my expertise in troubleshooting hardware/software issues while providing exceptional customer service.
• Applying for the role of Technical Support Engineer wherein I can use my proven track record in resolving complex technical problems while ensuring high levels of client satisfaction.
• Aiming for the post of Technical Support Engineer at your esteemed organization so that I may be able to utilize my comprehensive understanding of network protocols & configurations along with strong interpersonal skills.
• Eagerly looking forward to joining your team as a Technical Support Engineer wherein I may be able to apply both theoretical & practical knowledge acquired through years of experience working in IT support roles.
• Seeking the position of Technical Support Engineer at your renowned firm so that I may be able to make full use of my proficiency in diagnosing & resolving computer related issues while providing top-notch customer service.
• To work as a Technical Support engineer at your esteemed company which will allow me to utilize both my interpersonal & technical skills while delivering quality services within tight deadlines

How to Write a Technical Support Engineer Resume Objective

A technical support engineer resume objective is an important part of a job application that gives potential employers a snapshot of your skills and qualifications. It helps them understand why you are the right person for the position and why you should be considered over other applicants. Writing a strong technical support engineer resume objective can help you stand out from the competition and get your foot in the door with hiring managers.

When writing your technical support engineer resume objective, start by clearly stating what type of job you are seeking. This should include the title of the position, as well as any specific qualifications or experience that make you uniquely qualified for it. For example, “Seeking a Technical Support Engineer position where I can leverage my 5 years’ experience in troubleshooting hardware and software issues.”

Next, highlight any relevant skills or experiences that demonstrate your capability to perform in this role. Include both hard skills such as programming languages or operating systems, as well as soft skills like problem solving or customer service. Additionally, note any certifications or specialized training related to the role that may give you an edge over other applicants.

Finally, emphasize any professional accomplishments that make you stand out from the rest of the field. This could include projects completed within tight deadlines, successful implementations of new technologies, or customer satisfaction ratings achieved during previous roles. Showing off these achievements will demonstrate to employers your commitment to success and willingness to go above and beyond expectations in order to deliver results.

By crafting a strong technical support engineer resume objective that showcases your skills, qualifications and accomplishments, you will be more likely to land an interview and move closer towards achieving your career goals.

Related : What does a Technical Support Engineer do?

Key Skills to Highlight in Your Technical Support Engineer Resume Objective

In the highly competitive field of technical support engineering, your resume objective must effectively showcase your key skills to grab the attention of potential employers. This section is designed to guide you on how to highlight those essential skills in your resume objective. The right blend of technical know-how, problem-solving abilities, and excellent communication skills can make your resume stand out from the crowd and increase your chances of landing that coveted technical support engineer position.

1. Troubleshooting

A technical support engineer is often the first point of contact when a customer encounters a technical issue. Therefore, having strong troubleshooting skills is essential. This skill demonstrates the ability to diagnose, repair, and prevent issues with software or hardware. It shows that the candidate can effectively identify problems, find appropriate solutions, and implement them efficiently to ensure smooth operation. Including this skill in a resume objective will highlight the candidate's capability to handle technical issues independently and improve system performance, which are key responsibilities of this role.

2. Networking

A Technical Support Engineer often needs to troubleshoot and resolve network-related issues. This requires a deep understanding of networking concepts, protocols, and technologies. They may need to design, implement, or improve a company's network infrastructure. Therefore, having networking skills is crucial for this role and should be highlighted in the resume objective to show potential employers that the candidate is capable of handling network-related tasks efficiently.

A Technical Support Engineer often needs to work with various operating systems, including Linux. Having this skill is crucial as it enables the engineer to troubleshoot, maintain and update systems or servers running on Linux. It also helps in developing and implementing IT solutions, managing system performance, and ensuring system security. Including Linux as a skill in a resume objective demonstrates the candidate's technical proficiency and ability to handle complex IT issues which could increase their chances of getting hired.

4. Windows OS

A Technical Support Engineer often needs to troubleshoot, diagnose, and resolve issues related to operating systems, particularly Windows OS, as it is one of the most widely used platforms in business environments. Having this skill demonstrates the ability to handle technical problems efficiently and effectively. It also shows familiarity with common software and applications that run on Windows OS. This skill can contribute significantly towards achieving the objective of providing excellent technical support and ensuring customer satisfaction.

Python is a versatile, high-level programming language that is widely used in various fields including software development, data analysis, artificial intelligence and more. For a Technical Support Engineer, proficiency in Python can be crucial because it may be required for tasks such as scripting, automating processes, debugging or resolving technical issues. Knowledge of Python demonstrates an ability to handle complex technical problems and improve system efficiency. It also shows that the candidate has a strong foundation in programming which is essential for understanding and managing technical systems.

A Technical Support Engineer often needs to interact with databases for troubleshooting, data analysis, and system improvement. SQL (Structured Query Language) is a standard language for managing data held in relational database management systems. Therefore, having SQL skills can help the engineer to effectively manage and manipulate databases, solve complex problems, and improve system performance. This skill also demonstrates a strong understanding of backend operations which is crucial in providing comprehensive technical support.

7. Virtualization

A Technical Support Engineer often needs to deal with various software and hardware issues. Virtualization is a skill that enables them to create a virtual version of a device or resource, such as a server, storage device, network or even an operating system. This allows them to isolate systems, improve scalability, and manage workloads effectively. Including this skill in a resume objective demonstrates the candidate's ability to efficiently manage and troubleshoot multiple systems in a virtual environment, which is crucial for the role.

8. Cloud Computing

As a Technical Support Engineer, having a skill in Cloud Computing is crucial as it involves managing and supporting cloud-based systems and applications. This includes troubleshooting technical issues, ensuring system security and efficiency, and assisting users or clients with the cloud service. Proficiency in cloud computing demonstrates an understanding of modern IT infrastructure which can improve the company's operations and services. It also shows that the candidate is up-to-date with current technology trends, making them a valuable asset to the team.

9. Cybersecurity

A Technical Support Engineer often deals with sensitive data and systems. Knowledge in Cybersecurity is essential to ensure the protection of these data and systems from potential threats or breaches. This skill demonstrates the candidate's ability to implement secure network solutions, manage potential security risks, and stay updated on the latest industry security standards and trends. It also shows their capacity to handle incidents related to security and perform vulnerability testing or security assessments, which are crucial aspects of maintaining a company's technical infrastructure. Therefore, including cybersecurity as a skill in a resume objective can make candidates more appealing to employers.

10. Hardware Maintenance

A Technical Support Engineer often needs to troubleshoot and resolve hardware-related issues. This could involve repairing, maintaining, or even upgrading hardware components to ensure the smooth operation of a system or network. Having this skill on a resume objective shows potential employers that the candidate is capable of handling and resolving hardware problems, reducing downtime, and ensuring optimal system performance.

In conclusion, it's crucial to strategically highlight your key skills in your Technical Support Engineer resume objective. This not only helps potential employers quickly identify your strengths but also sets you apart from other candidates. Remember, the objective should be concise yet impactful, showcasing your abilities and demonstrating how you can add value to the company. Tailoring these skills to match the job description can significantly enhance your chances of landing an interview.

Related : Technical Support Engineer Skills: Definition and Examples

Common Mistakes When Writing a Technical Support Engineer Resume Objective

A resume objective is an important part of a technical support engineer’s resume. It can help employers understand what the candidate is looking to do and whether they are right for the job. Unfortunately, there are some common mistakes that can be made when writing a technical support engineer resume objective.

The first mistake people make is not being specific enough about their goals. A good resume objective should be tailored to the job and include specific skills, experience, and qualities that the candidate has that would make them successful in the role. Without this specificity, it may appear as though the candidate doesn’t have a clear idea of what they want or how they’ll fit into the role.

Another common mistake is being too generic in their language. Many candidates will use generic phrases like “seeking a challenging position” or “looking for an opportunity to grow” without giving any details about what kind of challenges they are looking for or how they plan to grow in the role. This type of language does not provide employers with any information about what makes this candidate stand out from other applicants.

Finally, many people forget to mention their qualifications and certifications in their objective statement. While employers may already know that a technical support engineer needs certain qualifications and certifications, including these details in your objective statement can show employers that you meet all necessary requirements for the job and can hit the ground running.

By avoiding these common mistakes when writing your technical support engineer resume objective, you will be able to create an effective statement that shows why you are qualified for the job and sets you apart from other applicants.

Related : Technical Support Engineer Resume Examples

A right resume objective for a technical support engineer would demonstrate the candidate's ability to troubleshoot and resolve technical issues, while a wrong resume objective might focus on the candidate's desire to learn new technologies.

Editorial staff

Brenna Goyette

Brenna is a certified professional resume writer, career expert, and the content manager of the ResumeCat team. She has a background in corporate recruiting and human resources and has been writing resumes for over 10 years. Brenna has experience in recruiting for tech, finance, and marketing roles and has a passion for helping people find their dream jobs. She creates expert resources to help job seekers write the best resumes and cover letters, land the job, and succeed in the workplace.

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Engineer, Technical Support Resume Sample

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Work Experience

• Resolve customer’s issues via the telephone, email or Webex session
• Create new knowledgebase articles to capture new learning’s for reuse throughout the organization
• Focus on an area of technical specialization and attend technical trainings
• Overall Work experience of 2 to 4 Years in Technical domain
• Willingness to work in a 24/7 shift environment
• Expert knowledge of power shell scripting
• Expert knowledge of RESTful APIs and experience supporting applications developed in HTML5, .NET, C#, SQL/Oracle DBs
• Improve knowledge autodidactic
• Clarify the customer’s concerns
• Gather all necessary information to troubleshoot any aspect of the service
• Use your troubleshooting to identify points of failure and/or bugs and take ownership of issues through to resolution
• In depth understanding of Nokia HW, SW and OSS for 2G, UMTS, LTE
• Intermediate of English, especially reading, writing, listening
• Windows Active Directory and Certificate Management
• Strong understanding of specific mobile device platforms - any one of the following Mobile platforms (IOS, Windows and Android)
• Expert knowledge of app monitoring tools (eg. AppDynamics, DynaTrace, SiteScope, etc)
• The position requires advanced knowledge of Cisco Collaboration Portfolio and SIP/VoIP/Video technology
• Develop and present status reports and trending
• Creatively use Unified Communication systems and applications to create solutions that meet or exceed business objectives
• BMW KI (body, electrics) / FA (chassis, powertrain)
• Good knowledge of PC Software in MS- and BMW applications
• Fluent spoken and written Chinese
• Work in a team and to communicate

Professional Skills

• Excellent organizational, interpersonal skills and problem solving skills
• Demonstrated excellent problem solving, initiative, critical thinking, and analytical skills
• Experienced in Technical Support with strong analytical troubleshooting skills
• Strong attention to detail with excellent time management and organisation skills
• Excellent Demonstrated customer service skills
• Experience with optical test equipment and solid optical troubleshooting skills using OTDR, OSA, BERT and optical power meters.x
• Strong vendor management skills, including issue escalation, negotiation of fixed delivery dates and management of the service level agreements

How to write Engineer, Technical Support Resume

Engineer, Technical Support role is responsible for technical, troubleshooting, customer, interpersonal, communications, windows, leadership, engineering, negotiation, english. To write great resume for engineer, technical support job, your resume must include:

• Your contact information
• Work experience
• Skill listing

Contact Information For Engineer, Technical Support Resume

The section contact information is important in your engineer, technical support resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:

• First and last name
• Telephone number

Work Experience in Your Engineer, Technical Support Resume

The section work experience is an essential part of your engineer, technical support resume. It’s the one thing the recruiter really cares about and pays the most attention to. This section, however, is not just a list of your previous engineer, technical support responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular engineer, technical support position you're applying to. The work experience section should be the detailed summary of your latest 3 or 4 positions.

Representative Engineer, Technical Support resume experience can include:

• Problem solving, Troubleshooting, Excellent written and verbal communications skills
• Effective written and oral communication skills using English as well as with other
• Strong business focus with demonstrated priorities of setting the customer's needs first
• Quickly and effectively provide information and instructions to resolve Maintenance issues within a high-pressure environment
• Special skills or knowledge
• Moderate level of computer and technical writing skills

Education on an Engineer, Technical Support Resume

Make sure to make education a priority on your engineer, technical support resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your engineer, technical support experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.

Additional details to include:

• School you graduated from
• Major/ minor
• Year of graduation
• Location of school

These are the four additional pieces of information you should mention when listing your education on your resume.

Professional Skills in Engineer, Technical Support Resume

When listing skills on your engineer, technical support resume, remember always to be honest about your level of ability. Include the Skills section after experience.

Present the most important skills in your resume, there's a list of typical engineer, technical support skills:

• Good communication Skills – Spoken and written Japanese (including Technical writing)
• Excellent customers service interaction skills
• Good communication skills and ability to convince and build interpersonal relationship
• Good writing skills to create knowledgebase articles, case documentation, and escalations to engineering
• Strong written and verbal communication skills, both technical and non-technical
• Proven Customer communication skills

List of Typical Experience For an Engineer, Technical Support Resume

Experience for junior technical support engineer resume.

• Excellent communication skills, ability to direct tasks with carriers remotely
• Intermediate PC & Windows skills, driver installation, and registry editing
• Development of knowledge and skills in network and system administration
• Effectively communicate with customers, managers and other country engineers on technical issues
• Communicate effectively, both internally and externally, via verbal and written communication
• Apply technical skills and ingenuity to correct equipment and system problems that result in downtime or consume excessive maintenance resources or energy
• Be able to diagnose and characterize product problems symptoms prior to escalation to R&D by replicating product defects using lab equipment

Experience For Senior Engineer, Technical Support Resume

• Experience in providing Linux/UNIX and Windows technical support to customers
• Experience with trouble-shooting hardware related issues
• Strong background with Electrical Engineering
• Wired network network/datacenter testing experience
• Overall Work experience of 1 to 4 Years in Technical domain
• Hands-on experience with basic optical communication equipment including optical amplifiers, coherent transponders and other WDM equipment

Experience For Global Technical Support Engineer Resume

• Over 5years experience in technical support
• Prioritize and manage several open tasks simultaneously
• Enthusiastic and energetic with the ability to integrate quickly into a team environment. Demonstrated flexible and innovative approach to work
• Experience with Salesforce.com CRM & Case Management
• Handling and testing of software up- and downloads
• Maintaining and/or establishing relationships with multiple levels of business management
• Working with customers to identify and diagnose hardware device, software application, system, and or network problems and advising on the solution
• Logging and keeping records of customer issues and solutions to enable Business Improvement initiatives
• Testing and fixing faulty equipment

Experience For IT Infrastructure Technical Support Engineer Resume

• Dealing with support queries escalated by Customer support teams
• Providing User support to external companies
• Updating self-help documents so customers and colleagues can try to fix problems themselves
• Working with field engineers who conduct site visits if the problem is more serious
• Documenting all customer interactions using Customer Relationship Management (CRM) tool
• Supporting Knowledge Centered Solutions (KCS) through use of, and contribution to, the Rockwell Automation KnowledgeBase
• Managing the Channel/Distributors, EPC, OEM's and End User customer base for OAP
• Responsible for making moderate to complex business decisions pertaining to the success of service in the region(s)
• Provide registration and software installation support, software and hardware configuration, troubleshooting, repair processing and best practices to customers

Experience For Technical Support Engineer, Airwatch Resume

• Maintain record of daily customer interaction by utilizing current call tracking system
• Alarm Monitoring - Develop and implement a program to improve GWES WP WPMS alarm monitoring and dispatch triage
• Help to maintain a unique portfolio of web scraping processes powering hundreds of data products
• Forecast sales, including project description, full value revenue, timing, probabilities, payment terms, commission
• Assist in identifying and communicating cross-SBU project opportunities to the relevant SBU
• Primary Engineering contact for the Maintenance organization outside of normal business hours
• Troubleshoot and develop Engineering Authorizations for deferred or chronic issues, as well as for repairs to AOG or AOG imminent aircraft

Experience For Assoc Engineer, Technical Support Resume

• Respond to requests for technical information and engineering data from the maintenance organization
• Coordinate and liaise with aircraft and component manufacturers to obtain technical data and required approvals for engineering assignments
• Gather data for technical manuals, drawings, inspect aircraft, pursuant to obtaining FAA approval for aircraft modification and repair as directed
• Escalate problems by following the escalation process where required
• Fulfill service requests after gaining the relevant approvals

Experience For Optical Technical Support Engineer Resume

• Provide guidance and training to other technical support engineers as required
• Familiarity with the installation and configuration of Windows, Linux or UNIX operating systems
• Deliver remote Transfer of Information (TOI’s) Sessions (leveraging larger team if needed)
• Complete comprehensive site profile documents ensuring the customer’s VMware infrastructure and architecture is documented
• Resolve and partner technical issues through troubleshooting and diligent research via web, printed material and personal archives.
• Contribute to technical input for knowledge sharing: IDEAL, ON’s, Alerts, etc
• Assist with Type Approval Testing for new pre-DR4 products
• Document technical solutions to common, frequently occurring issues to share with customers and ARRIS internal groups

Experience For Product Technical Support Engineer Resume

• Drives for continuous learning, results orientation and teamwork
• Provide back-up for other brands of Appleton (cross training is a requirement)
• Installations and applications of wiring and other related products
• Knowledge about basic installations and applications of wiring and other electrical products
• Knowledge on Shell, perl and other scripting languages
• Work closely with the customer to develop working weekly SW iterations

Experience For Engineer, Technical Support Software Resume

• Adapt to fast changing environments and products
• Teamwork and training team members。
• Assist with documentation review, customer forms, and conduct product testing
• Maintenance the existing technical documentation
• Comfortable being in an on-call phone support rotation – 1 week. (one of six)
• Work as liaison between the Development Team and Business Operations in regards to enhancing workflow processes
• Contribute to the global Red Hat knowledge management system by creating Knowledge
• Budget - Establish estimates of engineering services to support technical solutions for the GWES PA Region
• Energy and Sustainability - Develop necessary data collection requirements and monitoring to support Quarterly Reports

Experience For Sales Technical Support Engineer Resume

• Own the delivery of data and be heroic when solving data delivery problems
• Gather competitive intelligence for submission to Product Line Managers and Marketing
• Assist Strategic Business Unit (SBU) management by managing the interface with key clients
• Interpret drawings, technical data, and Title 14 CFRs as applicable for repairs and modifications
• Prepare technical data, procedures, reports, drawings, manuals, and other required publications

List of Typical Skills For an Engineer, Technical Support Resume

Skills for junior technical support engineer resume.

• Experienced with network troubleshooting, packet capture and analysis, good understanding of layer 2/3 protocols
• Experience designing, developing and troubleshooting Automation Control systems using Rockwell Automation Products
• Experience working in a customer-facing support role dealing with enterprise IT customers
• Experience working with Oracle platforms, System and DB Administration including PL/SQL
• Experience working with Linux/Unix platforms and scripting
• In-depth experience of scripting / programing languages: Java, Shell, Perl, Python, etc

Skills For Senior Engineer, Technical Support Resume

• Good practical working ability with UNIX utilities, including editors and command shells
• Elaborate recommendation using existing information, experience and tools
• Strong Multi Mediations, Billing, Provisioning systems knowledge and adept on the related disciplines
• Good understanding of the tools like Splunk, Iris, Netscout along with UNIX, Linux scripting
• Mac OS experience and basic troubleshooting
• Experience with WebEx and remote troubleshooting
• Good understanding of core Inmarsat Products & Services and their capabilities

Skills For Global Technical Support Engineer Resume

• Experience in working in a technical and International customer service environment
• Experience in working on a shift pattern
• Expert knowledge and experience with Java programming
• Good understanding of End to End Network Call Flow and Tools
• Technical Support Engineering with emphasis on IT or laptop support related experience

Skills For IT Infrastructure Technical Support Engineer Resume

• Hands on experience debugging systems
• Experience and knowledge of desktop operating systems in both PC and MAC environments
• Skilled in Technical Support or troubleshooting
• Experience with virtualization and/or cloud based computing
• Applies expertise and experience on Mediation/Billing Systems to achieve proactive Operations and Maintenance of the network
• Solid UNIX/Linux Scripting

Skills For Technical Support Engineer, Airwatch Resume

• Knowledge and experience with batch scheduling tools
• RAN Engineering experience
• Good working knowledge of PC, laptop and printer hardware
• Professional experience in a technical support, development, engineering, or quality assurance organization
• Experience with the Linux or Unix operating systems

Skills For Assoc Engineer, Technical Support Resume

• Providing successful external customer support in a Service Desk environment using a formal ticketing system
• Understanding of Rockwell Software products including but not limited to ControlLogix, PLC5, Local and Distributed I/O, ControlNet, CIP Ethernet. Devicnet
• Understanding of Operations and Maintenance procedures and Advanced Troubleshooting techniques across multiple platforms
• Engaging remote hands where needed for hardware replacements and re-imaging of hosts if required
• Collecting data for datasheets and release notes and collating results with design and test engineer
• Coaching developers on the design, development, debugging of their application’s use of interfaces or APIs
• Streaming protocols such as but not limited to: RTMP (Flash), RTSP, Apple HTTP Live Streaming (HLS)
• Working nontraditional shifts as requested – 2nd and 3rd, including weekends
• Training and broad development opportunitiesWant to create a job search agent? Send this job to a friend

Skills For Optical Technical Support Engineer Resume

• Being able to decipher technically complex issues from a multicultural customer base
• Working knowledge of VSAT
• Working with field engineers who conduct site visits if a problem is more serious
• Networking (vSwitch Standard & DVS Management)
• Streaming products and services

Skills For Product Technical Support Engineer Resume

• Engineering Criteria - Advocate and ensure that GWES PA Region lessons learn, specifications and criteria are implemented for campus design and construction
• Working knowledge of Application Design and Development
• Working knowledge of Sharepoint and PowerBI web based tools
• Working independently but also contribute to the team
• Working cross departmentally
• Hardworking, flexible and reliable with a positive 'can do’ attitude
• Working in a team environment and being a team player

Skills For Engineer, Technical Support Software Resume

• Understanding of mobile device communication and web application structure
• Understanding of Mail clients, share point, proxy servers
• Enjoyment in using and tinkering with new technology, and watching TV or videos!
• Expert in defining and analyzing complex problems and being able to explain the details to others
• Advanced understanding with Programming/Scripting such as UNIX/Linux, Java, Perl, Python
• Follow standard engineering procedures for documenting and reconciling issues

Skills For Sales Technical Support Engineer Resume

• Use Python, SQL and JavaScript to debug and resolve issues that are occurring during collecting data from the internet
• Knowledge of Ethernet switching and routing concepts
• Certifications in one or more of the following disciplines: Unix, Linux, Java, Python, PHP, C++ or other coding languages
• Knowledge of SQL database structures, SQL database query writing, Unix shell scripting, PERL, C++, Java, JavaScript, PHP, and data manipulation
• A passion for helping and delighting customers
• Strategic Thinking Relationship Building
• SME Operational support: Support internal customers: IT, Performance Management, Capacity Planning, troubleshooting and Operational teams that use UC systems

List of Typical Responsibilities For an Engineer, Technical Support Resume

Responsibilities for junior technical support engineer resume.

• Excellent interpersonal skills with the ability and willingness to participate in, and contribute to, a team environment, including pager coverage
• Strong organization skills with the ability to accurately and concisely articulate issues that require escalation to L2 support
• Packet Core Experience, including management/operations/troubleshooting experience of SGSNs, MMEs, GGSNs, PGWs
• Advanced analytics and problem-solving skills
• Great analytics and problem-solving skills

Responsibilities For Senior Engineer, Technical Support Resume

• Work effectively with other members of the work group
• Technical Expertise: Demonstrated depth of knowledge and skill in technical applications
• Skill to build strong relationships with various internal teams as well as with our customers and partners
• Advanced Windows OS skills
• Skilled in Programming/Scripting such as UNIX/Linux, Java, Perl, Python
• Engineering and Operations experience within the telecommunications industry
• Operations experience working with Linux & Unix platforms
• Engineering and Operations experience--preferably within the telecommunications industry

Responsibilities For Global Technical Support Engineer Resume

• Experience with virtualization and/or cloud based computing platofrms
• Engineering and Operations experience within the telecommunications/wireless industry
• Strong understanding of MPEG and MPEG analysis
• DevOps experience supporting software solutions developed .NET framework
• Working experience in laboratory, especially in chromatography instrument
• At least one year experience working with industrial automation products / systems
• Assist Engineering and Vendor teams with the validation of new products and services to ensure trouble free network introduction

Responsibilities For IT Infrastructure Technical Support Engineer Resume

• Prevalidation, preanalysis of new technical topics or special difficult cases. On-site evaluation in occasinal cases necessary
• Validation, pre-analysis of new technical topics or special difficult cases. On-site evaluation in occasional cases necessary
• Drive vendors for timely delivery of SW/HW and system features and patches per T-Mobile requirements and validate features
• Adhere to effective ITIL methodology and controls for operational support of Call Center systems and applications
• Expert-level and hands-on experience in one of the following: GSM/UMTS/IMS Core network node and/or their integration to OSS

Responsibilities For Technical Support Engineer, Airwatch Resume

• Demonstrated hands-on technical knowledge
• Knowledge of Systems Design Validation and Installation
• Recent experience on Nokia HW /SW / OSS
• Technical troubleshooting, product support, or quality assurance experience is required
• Proven ability to work well and efficiently independently as well as a member of a team
• Experience of working with global customers is an asset
• Basic knowledge/experience in data communications technologies/interfaces such as USB or Ethernet
• Understanding of optical theory, transport technologies and the operation of optical transport systems

Responsibilities For Assoc Engineer, Technical Support Resume

• Working knowledge of RAN (FEMTO, Macro, Small Cell) Operations and Maintenance
• Working knowledge of RAN (FEMTO, Macro, Small Cell) System Performance
• Understanding of system protocols and interfaces used within a wireless network
• Understanding of End to End Network Call Flow and Tools
• Working knowledge of Redhat OpenStack or similar virtualized environment highly desired
• Understanding of hardware and software operation of embedded electronic systems, ideally in data communication or similar fields
• Attend quarterly technical and/or business review meetings. Support JP visitors and arrange meeting time with customers. Prepare meeting minutes and AR list
• Acts as SME for overall capacity planning purposes, including port usage, trunk utilization, CPU occupancy and application efficiency
• Install / Patching and upgrading

Responsibilities For Optical Technical Support Engineer Resume

• Escalate/forward cases without technical solution, less information or new fault symptoms to the Engineering Team
• Support the dealer coaching and lead them through sufficient diagnosis process as well as coach them to improve the PuMA case quality
• Self-motivated and tenacious in ensuring that, even under pressure, tight deadlines are met
• Cloud based computing such as but not limited to: AWS, Azure, Alibaba, Google
• Different operating systems such as but not limited to: Windows, Linus, OSX

Responsibilities For Product Technical Support Engineer Resume

• Participate in a 24x7 on-call rotation, supporting all applications within the Unified Communications Operations environment
• Feasibility Analysis: Provide technical analysis by documenting options and impacts via research and definition of technical requirements
• Assist in evaluating trends in system performance to determine change requirements
• Organize and lead internal RFQ/proposal review and pricing/bid strategy meetings
• Subject Matter Expert level knowledge in one or more of the following
• Sound knowledge of Operations and Maintenance procedures and Advanced Troubleshooting techniques across multiple platforms

Responsibilities For Engineer, Technical Support Software Resume

• Advanced knowledge in TCP/IP Networking
• Expert-level understanding of application protocols such as HTTP, HTTPs, FTP, TCP, UDP required
• Familiarity with Wireless Networking
• Advanced understanding of computer and internet functions
• Solve a problem by using a logical, systematic, sequential approach
• Python/Perl Scripting knowledge
• Microsoft Windows Operating Systems (Windows 7 and Windows 10), MS Office 2016 and MS Office 365

Responsibilities For Sales Technical Support Engineer Resume

• Handle a variety of tasks/projects simultaneously while staying calm and focused
• Wireless Networking technologies such as WiFi® and Bluetooth® within a mobile / satellite environment
• Comfortable working under tight deadlines, with little supervision in a fast-paced environment
• Hardware servicing/repair is desirable
• 2、1-2 years working knowledge of Lab equipment，such as Cold Storage, Centrifuges, CO2 Incubators and etc . Fluency with personal computers is also required
• Superior understanding of TCP/IP, DNS, SMTP, HTTP, FTP, SNMP, Ethernet, Wireless LAN, and other WAN/LAN Protocols

Related to Engineer, Technical Support Resume Samples

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How to Become a Product Support Specialist [+Tools and Resources]

Embarking on a career as a product support specialist involves a combination of education, skills development, and practical experience.

Whether you’re just starting out or looking to transition into this role, understanding the key steps and requirements is essential.

This guide will provide you with a comprehensive overview of the path to becoming a successful product support specialist.

Let’s dive in!

• A product support specialist is responsible for providing technical assistance and support to customers, troubleshooting issues, guiding users, and ensuring customer satisfaction in the SaaS industry.
• Product Support Specialist (handling customer inquiries, troubleshooting issues, and providing guidance)
• Senior Product Support Specialist (taking on complex issues and mentoring junior specialists)
• Product Support Lead (overseeing a team and ensuring high customer satisfaction)
• Product Manager ( managing product development and strategy)
• Director of Product Management (leading the product management team and setting strategy)
• To become a product support specialist, obtain a relevant degree, gain experience in customer service or technical support, develop strong communication and problem-solving skills, and familiarize yourself with relevant products and technologies. Certifications can further enhance your qualifications.
• Product support specialists utilize various tools to enhance their efficiency. Some essential tools include Userpilot for user onboarding and product adoption, Zendesk for customer support management, and Freshdesk for ticketing and customer communication.

Looking into tools for product support specialists? Userpilot is an all-in-one product platform with engagement features and powerful analytics capabilities. Book a demo to see it in action!

Product Teams Can Use Userpilot to:

• Improve Product Adoption with Insights from Analytics
• Improve User Onboarding Interactive Guidance
• Collect User Feedback with No-Code In-App Surveys
• 14 Day Trial
• No Credit Card Required

What is a product support specialist?

A product support specialist is a professional responsible for providing technical assistance and support to customers using a company’s products.

In the SaaS industry, this role involves troubleshooting issues, guiding users through product features, and ensuring customer satisfaction by resolving their queries efficiently.

Product support specialist’s main responsibilities

A product support specialist plays a crucial role in ensuring customer satisfaction and product efficiency.

Here are the main responsibilities and duties:

• Respond to Customer Inquiries : Provide timely and accurate responses to customer questions and issues.
• Troubleshoot Technical Problems : Diagnose and resolve technical issues customers encounter with the product.
• Guide Product Usage : Assist customers in understanding and utilizing product features effectively.
• Onboard New Users : Help new customers get started with the product and ensure a smooth onboarding process.
• Document Support Cases : Maintain records of customer interactions, issues, and resolutions.
• Collaborate with Development Teams : Work with product and engineering teams to address bugs and implement improvements.
• Provide Feedback : Share customer feedback with relevant teams to enhance product features and user experience.
• Conduct Training Sessions : Offer training and educational sessions to customers on product use.

Product support specialist career path

Starting as a product support specialist, you can progress through various positions within the customer support and product management fields. Here’s a potential career path:

• Product Support Specialist : Handle customer inquiries, troubleshoot issues, and provide product guidance.
• Senior Product Support Specialist : Take on more complex issues, mentor junior specialists, and collaborate closely with the development team.
• Product Support Lead : Oversee a team of support specialists, manage workflows, and ensure high customer satisfaction .
• Product Manager : Transition to managing the development and strategy of the product , working on new features and improvements.
• Director of Product Management : Lead the product management team, set product strategy , and work with executive leadership.

How to become a product support specialist?

To become a product support specialist, start by obtaining a bachelor’s degree in computer science, information technology, or a related field.

Gain experience in customer service or technical support roles, preferably in the SaaS industry.

Develop strong communication and problem-solving skills, and familiarize yourself with the specific products and technologies used by potential employers. Then, consider pursuing relevant certifications to enhance your qualifications.

What skills should a product support specialist have?

A product support specialist must possess a blend of technical and soft skills to effectively assist customers and ensure product satisfaction . Key skills include:

• Technical Proficiency : Understanding of the product and the ability to troubleshoot technical issues.
• Communication Skills : Ability to clearly and effectively communicate with customers and team members.
• Problem-Solving : Strong analytical skills to diagnose and resolve customer issues.
• Customer Service Orientation : A focus on providing excellent service and ensuring customer satisfaction .
• Time Management : Efficiently manage multiple tasks and prioritize customer issues.
• Product Knowledge : In-depth understanding of the company’s products and services.
• Adaptability : Ability to quickly learn new tools and technologies.
• Patience and Empathy : Handle customer issues with patience and empathy, ensuring a positive experience.

Best certifications for product support specialists

Certifications can enhance your professional credentials and provide in-depth knowledge of customer support. Here are some of the best certifications for product support specialists:

• Userpilot Certification – Certification programs on user onboarding and product adoption .
• Zendesk Support Certification – Certification for mastering Zendesk support tools and techniques.
• Certified Customer Experience Professional (CCXP) – A globally recognized certification from the CXPA.
• Customer Experience Management (CEM) Certification – Offered by Forrester, covering key aspects of CX management .
• Certified Customer Service Manager (CCSM) – Certification focused on customer service management from the Customer Service Institute of America.

Best resources for product support specialists

To further develop your skills and knowledge as a product support specialist, explore these resources:

Best books for product support specialists

Reading books by industry leaders and experts can provide valuable insights and practical advice. Here are some essential books for product support specialists:

• “The Effortless Experience” by Matthew Dixon, Nick Toman, and Rick DeLisi – Insights on reducing customer effort and improving loyalty.
• “Customer What? The Honest and Practical Guide to Customer Experience” by Ian Golding – Actionable advice and real-world examples on customer experience .
• “The Customer Support Handbook” by Sarah Hatter – Practical advice on providing excellent customer support.
• “Delivering Happiness” by Tony Hsieh – Lessons on creating a culture of customer service from the CEO of Zappos.
• “The Best Service is No Service” by Bill Price and David Jaffe – Strategies for eliminating ineffective customer service.

Best webinars for product support specialists

Webinars are an excellent way to stay updated on the latest trends and strategies in customer support. Here are some top webinars for product support specialists:

• Userpilot Webinars – Webinars on customer experience topics, including user onboarding and product adoption .
• Zendesk Webinars – Sessions on customer support best practices and new features.
• CX Network Webinars – Webinars on a wide range of customer experience topics.
• Qualtrics Webinars – Webinars on customer experience management and metrics.
• HubSpot Service Hub Webinars – Webinars on customer service strategies and CRM integration.

Best blogs for product support specialists

Blogs are a great way to keep up with the latest insights and trends in customer support. Here are some of the best blogs for product support specialists:

• Userpilot Blog – Insights on user onboarding , product adoption , and customer feedback .
• Zendesk Blog – Articles on customer support strategies and industry trends.
• CX Network Blog – Features articles on customer experience strategies, case studies, and industry trends.
• Qualtrics Blog – Provides insights on customer experience management , including best practices and research findings.
• CustomerThink Blog – A community-driven blog with articles from various CX professionals and thought leaders.

Best podcasts for product support specialists

Podcasts offer a convenient way to learn from industry experts and stay inspired. Here are some of the best podcasts for product support specialists:

• “The CX Cast” by Forrester – Weekly insights and strategies from Forrester analysts on customer experience.
• “The Customer Experience Podcast” by CustomerGauge – Interviews with CX leaders discussing best practices, strategies, and industry trends.
• “Experience This!” by Joey Coleman and Dan Gingiss – Explores unique and innovative customer experiences across different industries.
• “Support Leaders” by Support Driven – Discussions on the latest trends and challenges in customer support .
• “The Modern Customer Podcast” by Blake Morgan – Interviews with customer experience leaders and experts.

Best tools for product support specialists

Using the right tools can significantly enhance your efficiency and effectiveness as a product support specialist.

Here are ten essential tools:

• Userpilot : Best tool for user onboarding and product adoption – Helps guide users through product features and increases adoption rates.
• Zendesk : Best for customer support management – Manages customer inquiries and support tickets.
• Freshdesk : Best for ticketing and customer communication – Streamlines support tickets and customer interactions.
• HubSpot Service Hub : Best for integrated customer service – Combines customer service with CRM capabilities.
• Jira Software : Best for issue tracking and project management – Tracks issues and manages support projects.
• Confluence : Best for documentation and collaboration – Provides a platform for creating and sharing support documentation.
• ChurnZero : Best for customer success management – Monitors customer health and engagement to reduce churn .
• ClientSuccess : Best for customer lifecycle management – Manages customer relationships and tracks success metrics .
• Zoho Desk : Best for multichannel support – Provides support across multiple channels, including email, chat, and social media.
• Notion : Best for managing different clients at the same time.

Product support specialist FAQs

• What is the role of a product support specialist?  A product support specialist provides technical assistance and resolves issues related to a company’s products.
• What skills are needed to be a product support specialist? Key skills include technical proficiency, communication, problem-solving, customer service orientation, and product knowledge.
• How much does a product support specialist make? Salaries vary by experience and location, ranging from $55,000 to $110,000.
• What are the main responsibilities of a product support specialist? Responsibilities include responding to customer inquiries, troubleshooting technical problems, guiding product usage , and documenting support cases.

Becoming a successful product support specialist requires dedication, continuous learning, and a proactive approach to developing relevant skills.

By following the outlined steps and leveraging the resources available, you can effectively navigate your career path and achieve your professional goals.

We hope this guide has provided you with valuable insights and practical advice to help you on your journey to becoming a proficient and impactful product support specialist!

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