TITULACIONES UNIVERSITARIAS INFORMÁTICAS
INGLÉS NIVEL AVANZADO
-Primarily responsible for assisting support engineers in resolving cases. Monitors their teams queue for cases that may be stuck or are requiring additional technical expertise in an effort to facilitate timely resolution -Takes ownership of support cases Reviews cases for assistance to R&D to ensure that all requirements have been met and the issue cannot be resolved within the Support team -Take care of the queue and take ownership of cases, provide follow-up until resolution. Must focus on Sev 1’s ot high complex cases -Acts as a recognized subject matter expert for a given product or set of products within a support team. Takes the lead for learning new functionality and/or features in releases with the responsibility of transferring this knowledge to the support team through solution creation, training development and delivery -Subject Matter Experts specific to product supported, such as Storage, Operating Systems (Windows, Unix, VMWare), Databases (Oracle, SQL Server, DB2) and Cloud -Mentors the support engineers on product knowledge by conducting training sessions with the teams to ensure support readiness. May function as the global representative in this role where there is no regional product specialist presence -Responsible for using the Quest Support reporting system to analyze data, gather facts and make recommendations to Support Management on required changes -Assists in managing the customer relationship with respect to escalated product issues -Provides technical assistance outside of ‘their standard working hours’ to their support team and/or the duty engineers (on-call support engineers), or managers to assist with Level 1 product issues -Participates as a collaborative, proactive member of the Support team and maintains high standards of excellence and a strong work ethic.
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