Ad Details
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Description
title: serves as escalation point for customers with advnaced network operating systems(s) and network application(s).
fluency in dutch as well as english is essential
excellent knoweldge of server hardware (including scsi, raid and i/o topology); a certification desired.
clearly and concisely logs and tracks details of solutions provided to resolve cusotmer issue maintaining and updating customer database (dellserv; omni; cedps) to ensure customer information is current and accurate.
basic worikng knoweldge systems management (vinca,hpov,caunicenter,tivoli, tng,marathon)
proven track record in maintaining and enhancing skill(s) level(s) according to future technology trends.
ability to work shift(s) and/or provide on-call coverage on a rotating schedule that includes evenings and/or weekends.
excellent communication skills
education / certification
relevant industry certifications (mcse; ccna; cne; etc.analyst
location: ireland
responsible for the overall customer satisfaction of dell server hardware and products. redhat linux, clustering, site server, exchange, )
advanced knowledge of networking (including wan topology, mixed lan/wan operating system environments, dns/wins/dhcp, firewall solutions and network load balancing)
excellent working knowledge of at lesat 1 and advanced knowledge of at lesat 2 of the follwoing: nt, apcahe, iis, sql, senmdail, or xml, prxoy, sqiud, asp, w2k.enteprrise techincal supoprt sr.
excellent customer foucs.intefraces with techincal account managers and sales serving as a point of contact in areas of expertise.)
experience
relevant experience in a similar role
liemea.
attends required technical training sessions and makes effective use of assigned lab time.
principle duties and responsibilities
provides timely response to customer escalations with appropriate notification to all required support centre staff (tams, management, smts)
actively supports the customer in all aspects through to problem resolution keeping customer informed throughout life of incident.ecns and psqns and resourcing necessary support staff (tams; smes; ips), utilizing prds,
identifies and resolves issues affecting customer\'s servers.
performs required case management functions as related to assigned tam including the written summaries of outcome(s).provides advanced technical support in a case based management environment possessing excellent customer service skills and the ability to make sound, informed decisions.
proven track record in managing multiple escalations with effective follow-up/follow-through and timely documentation.etc,
excellent knowledge of storage hardware (including fibre channel, clustering.
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