**** Fresher’s Please DO NOT APPLY ****Looking for candidates above 5+ Years ******************************
*********** Send your Resume to neelam158@yahoo.com******************************
Sr. Lead Support Engineer
Primary Skill:
Production / Technical / Customer - L1/L2
Required skills:
• 7+ years of overall experience in L1/L2 support
• 2 to 3 years of Oracle database experience
• Previous customer management and technical escalation experience
• Advanced Operating System knowledge and troubleshooting skills. (Unix, Solaris, Windows, Linux)
• Experienced multi-tasker able to work multiple customer issues while continuing to provide a high level of customer satisfaction.
• Strong Systems administration, network infrastructure, enterprise application and troubleshooting skills
• Experience in analyzing complex problems, identify probable cause and determine resolution path in a fast paced environment
• Demonstrated creative, critical thinking and negotiating skills. Excellent analytical skills.
• Experience in Web Server Administration (WebSphere and/or WebLogic) a plus
• Required experience with supporting enterprise applications (web servers, application servers, database servers, etc.)
• Ability to demonstrate practical experience with JSP, JDBC, and BEA WebLogic or IBM WebSphere Server Administration
• 4 or more years of experience in HW/SW development or technical/customer support role
• Individual needs to be hard-working, a self-starter, and highly motivated
• Strong team player who enjoys working in a fast paced team atmosphere
• Ability to effectively work with tight schedules and fast paced environment to minimize problem impact on the customer.
• Must enjoy high pressure situations
• 2 to 3 years of Oracle database experience
• Previous customer management and technical escalation experience
• Advanced Operating System knowledge and troubleshooting skills. (Unix, Solaris, Windows, Linux)
• Experienced multi-tasker able to work multiple customer issues while continuing to provide a high level of customer satisfaction.
• Strong Systems administration, network infrastructure, enterprise application and troubleshooting skills
• Experience in analyzing complex problems, identify probable cause and determine resolution path in a fast paced environment
• Demonstrated creative, critical thinking and negotiating skills. Excellent analytical skills.
• Experience in Web Server Administration (WebSphere and/or WebLogic) a plus
• Required experience with supporting enterprise applications (web servers, application servers, database servers, etc.)
• Ability to demonstrate practical experience with JSP, JDBC, and BEA WebLogic or IBM WebSphere Server Administration
• 4 or more years of experience in HW/SW development or technical/customer support role
• Individual needs to be hard-working, a self-starter, and highly motivated
• Strong team player who enjoys working in a fast paced team atmosphere
• Ability to effectively work with tight schedules and fast paced environment to minimize problem impact on the customer.
• Must enjoy high pressure situations
Job Responsibilities:
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• 7+ years of experience in Java J2EE development • 2 to 3 years of Oracle database experience • 3 or more years experience working with Java J2EE • 7 or more years of experience in HW/SW development or technical/customer support role • Previous customer management and technical escalation experience • Advanced Operating System knowledge and troubleshooting skills. (Unix, Solaris, Windows, Linux) • Experienced multi-tasker able to work multiple customer issues while continuing to provide a high level of customer satisfaction. • Strong Systems administration, network infrastructure, enterprise application and troubleshooting skills • Experience in analyzing complex problems, identify probable cause and determine resolution path in a fast paced environment • Demonstrated creative, critical thinking and negotiating skills. Excellent analytical skills. • Experience in Web Server Administration (WebSphere and/or WebLogic) a plus • Required experience with supporting enterprise applications (web servers, application servers, database servers, etc.) • Ability to demonstrate practical experience with JSP, JDBC, and BEA WebLogic or IBM WebSphere Server Administration • Individual needs to be hard-working, a self-starter, and highly motivated • Strong team player who enjoys working in a fast paced team atmosphere • Ability to effectively work with tight schedules and fast paced environment to minimize problem impact on the customer. Must enjoy high pressure situations
• Reporting to the Manager of Support Services, the successful candidate will be responsible for providing a high level of customer satisfaction through the effective delivery of technical support and customer service programs. He/she will staff the Customer Service Hotline and email/web customer requests, including telephone, on-call pager, on-line and on-site support.
• Responsible for researching, troubleshooting, analyzing, and resolving customer hardware/software problems that may be escalated from the customer, Technical Support Engineers, Field Services Engineers, or other employees.
• Analyzes, Generates Bug reports, product enhancement requests, FAQ's, Field Change Notices, etc.
• Assist Account Mgrs. and Field Service Engineers (FSE's) in escalation situations.
• 24x7 on-call support
• Leads cross-functional teams to define and develop customer problem resolution plans, tracking milestones, deliverables, and reporting to management
• Consults and develops effective relationships with others to drive creative solutions to improve customer product satisfaction
• Provides backup support for Technical Support Engineers on all the following functions:
• Staff and answer Customer Support 800 number during identified shifts, ensuring calls answered within 180 seconds
• Monitor Customer Support's Help Inbox for emails and identify, document and respond to requests immediately upon receipt
• Log all inbound activities (phone and email) into Call Tracking system
• Process customer Return Material Authorization (RMA) requests. This includes troubleshooting products with customer's to the best capability prior to performing an RMA on the product
• Responsible for researching, troubleshooting, analyzing, and resolving customer hardware/software problems that may be escalated from the customer, Technical Support Engineers, Field Services Engineers, or other employees.
• Analyzes, Generates Bug reports, product enhancement requests, FAQ's, Field Change Notices, etc.
• Assist Account Mgrs. and Field Service Engineers (FSE's) in escalation situations.
• 24x7 on-call support
• Leads cross-functional teams to define and develop customer problem resolution plans, tracking milestones, deliverables, and reporting to management
• Consults and develops effective relationships with others to drive creative solutions to improve customer product satisfaction
• Provides backup support for Technical Support Engineers on all the following functions:
• Staff and answer Customer Support 800 number during identified shifts, ensuring calls answered within 180 seconds
• Monitor Customer Support's Help Inbox for emails and identify, document and respond to requests immediately upon receipt
• Log all inbound activities (phone and email) into Call Tracking system
• Process customer Return Material Authorization (RMA) requests. This includes troubleshooting products with customer's to the best capability prior to performing an RMA on the product
Thanks,
Neelam Sharma
Techno Flair (TF) Lab
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