Technical Support Engineer / Tier III level Backbone engineer
• An individual contributor who provides expert post-sales support of software systems, sub-systems and/or applications for customers or field personnel utilizing telephone and remote diagnostic capabilities. Acts as the SME for complex issues and is the internal representative in critical escalations.
• Determines where there may be issues on customers complex systems by using multiple combined SW / HW components or cross multiple platforms using multiple protocols.
• Works with management and teams to implement.
• Displays expertise in industry protocols, solutions, and customer situational management.
• Independently works on problems of diverse scope.
• Support products at the Vendor on Tier3 level
• Handling cases, keep KPI targets
• Writing KB articles
• Investigate Vendor products at the customer (remote access), identify product defects, fix config issues, revise installations
• Log analysis is a daily task, where the ideal candidate is/will be able to understand the connection between software components and troubleshooting the problems.
• 3-5 years of experience and a Bachelor / Master degree or equivalent
• Linux, understanding/handling the services (systems, init), basic text parsing, editing skills, good log analyzing skills will make your life easy
• IP telephony, ISDN / SIP protocols
• Networking: TCP/UDP, (routing, NIC settings), basic network troubleshooting tools (netstat, Wireshark, IPconfig, IP, ifconfig, route, tracert, traceroute, resmon.exe)
• Application support experience (good to have some of these: WebLogic, apache, tomcat, IIS, MS SQL, Postgres)
• Knowledge on any of the following Avaya products: WFO/ACR, AES, CM, SM/SMGR
• ACSS certification
• Software tester experience
– Excellent technical training
– Deep and comprehensive knowledge with networks solutions and devices
– Continuous knowledge transfer
– Expert career path
– Inspiring international team
– Regular language usage
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