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The role

Regularly provides technical support expertise in a complex information infrastructure environment with the need to integrate company products and systems with other computer systems being operated by customers.

Ability to convey sophisticated ongoing technical system support is critical to, and an essential component of, both the company’s business operations and the business operations of customers.

Applies technical support expertise to resolve customer issues. Customer requests may be received by support centers through automated dial-homes, voice initiated technical calls from customers.

Partners, remote maintenance calls, internal and field  employees, Chat and Web support calls.
Works closely with peers and internal SMEs to increase knowledge and resolve customer issues.

Identifies and provides resolutions to technical problems. Uses trouble-shooting tools, content and analytical practices to help determine best way to resolve identified and unidentified problems.

Principal duties and responsibilities

• Interfaces directly with customers.
• May need to engage or escalate to more senior resources to resolve more complex issues.
• After training/learning period, manages own schedule of cases, which includes determining priority levels and sometimes will include negotiating and setting expectations with customers.
• As a 24X7X365 organization, shift work, holidays, weekends and on-call responsibilities may be required.
• Applies technical knowledge to analyze and use highly technical troubleshooting tools, content and analytical practices; uses operational and diagnostic procedures to resolve issues in unique and sometimes complex customer environments.
• As appropriate, determines which tool(s) to use to resolve issues including running tests.
• Effectively communicates procedural and technical issues to internal and external customers in a fast paced and customer critical environment.
• Works as part of a team ensuring smooth transitions for customer and field reported software issues.
• Maintains a "closed-loop" communication style that ensures proper and consistent documentation in service request case notes; assuring all appropriate individuals are notified of ongoing issues and problem resolution status.

Requirements

• Possess a basic, working knowledge of major operating system software such as UNIX, NT, HPUX, SUN Solaris or AIX. Some positions may also require a working knowledge of MVS.
• Computer systems – Prefer knowledge of CPU, memory, busses, I/O, device drivers, buffering, job scheduling, and virtual memory, file systems and file system structure.
• Networking –Prefer knowledge of TCP/IP, Ethernet, addressing, mapping, flow control, naming, routing/traffic.
• Database – Prefer knowledge of relational and hierarchal, design, file system organization and indexing.
• Demonstrate the ability to assess and respond appropriately to customer issues in a professional manner.
• Strong communication skills, organizational skills and interpersonal skills.
• Systematic thinking skills, including the understanding of architectures and interconnectivity.
• Fluent French and English
• Education required: Bachelors (Computer Science, Electronic Engineering, Cloud or BIS)
• Experience required: 1-2 years relevant experience

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