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Our client is specialized in data storage solutions for data-intensive companies. Since the start of the company in the US in 1992 de organisation has grown to a international organisation with 10.000 employees across the globe. The technology and products the company delivers makes data management easy. The solutions includes hardware, software and services for data management in an open network environment. The EMEA head office is based in the direct surroundings of Amsterdam and houses aprox. 250 enthusiastic colleagues. |
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As a Technical Support Engineer you provide support for diagnosing, reproducing, and fixing software and hardware issues. You will troubleshoot protocols running on hardware to assist customer with problem isolation and resolution. To be successful in this role, you must be a motivated self-starter and self-learner, possess strong customer service and technical problem solving skills; and be someone who embraces challenges.
Essential Functions:
- Resolve Warranty, Top Enterprise and Support customer problems via the telephone, the web or Autosupport.
- Research customer issues in a timely manner and follow up directly with the customer with recommendations and action plans.
- Escalate cases to other more senior Technical Support Engineers and/or Escalation Engineers when the problem is too complex or falls out of specific area of expertise.
- Leverage internal technical expertise, including higher-level engineers, knowledge base, and other internal tools, to provide the most effective solutions to customer issues.
- Create new knowledgebase articles to capture new learnings for reuse throughout the center.
- Collaborate with other Technical Support Engineers who may need assistance working a case; utilize your area of expertise to help them in order to most quickly facilitate solutions for the customer.
- Participate in technical communications within the Technical Support Engineering team to share best practices and learn about new technologies and complimentary storage applications.
- Focus on an area of technical specialization and attend classes, complete lab projects, read and work with other Technical Support Engineers on cases which will help cultivate that expertise.
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- A Bachelor of Science Degree in Computer Science, Electrical Engineering or related field;
- 5 + years of experience in UNIX, Windows networking administration or technical support is required.
- NATIVE FRENCH SPEAKER IS A REQUIREMENT |
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