Software Technical Support Engineer
3 days ago
The position of the Software Technical Support Engineer applies basic to advanced level Technical Support processes to methodically plan, implement, analyze, and resolve customer engagements and production related issues. Quantum solutions provide opportunities to troubleshoot hardware, software, and network issues as part of your daily routine so your ability to effectively communicate at all engagement points in the process is crucial to our success.
Key Job Duties and Responsibilities:
- Process Customer request for service via the email (RAS).
- Transfer customers RAS email into an SR (Service Request) and route accordingly.
- Open the SR in Oracle and confirm information.
- Route to specific TS org.
- Receive all incoming phone calls. Log calls in call handling system – Oracle Service Cloud
- Gather customers contact and Equipment information.
- Understand the customers technical issues and enter into the SR.
- Determine appropriate resource to handle service request.
- Understand what Product types are supported by what groups.
- Route to Tech Support via Task creation in Oracle Service Cloud.
- Dispatch to field engineers
- Ability to multi-task between many high priority customer dispatches.
- Update the SR from information given by the field.
- Validate customers warranty information for all units sold through the channel.
- Help maintain the integrity of the Oracle Service Cloud.
- Add and update customers information.
- Add and update equipment information in the Installed Base.
- Replacement Part Orders and Tracking.
- Perform managed services tasks such as health and configuration checks when required.
Job Requirement (Include: Education, Skills & Experience)
- Degree in Computer Science or similar/equivalent educational qualifications with at least 4-5 years of experience in a customer service technical support role.
- Proficient in both spoken and written English. Third language a plus.
- Direct experience with data storage, specifically VTL and NAS products.
- Experience with LSI, info trend and ATTO RAID arrays, replication and de-duplication technologies are a plus.
- Has some experience in UNIX system administration and troubleshooting skills on multiple UNIX platforms - Solaris, HPUX, AIX and particularly LINUX. High level Microsoft Windows system administration and troubleshooting are a plus.
- Familiar with VMware and VCP certification is a plus.
- Proficient with shell scripting and shell utilities (vi, grep, awk, sed, find, etc.).
- Superior knowledge of fiber channel, iSCSI and SCSI technology, networking, and SAN.
- Familiar with backup applications such as EMC Networker or Symantec Netbackup is a plus.
- Superior troubleshooting and organizational skills.
- Ability to understand customer needs to "read" the customer and adapt behavior/approach accordingly.
- Ability to multi-task between several critical customer situations at the same time.
- Ability to work independently, as well as contributing as a team player.
- Work Hours – Malaysia - Ability to work on rotating shifts between 7.00am to 8.00pm, overtime and rostered weekend on-call standby.
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