Technical Support Engineer Resume Samples

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LD
L Dietrich
Lonny
Dietrich
7891 Maggio Point
Dallas
TX
+1 (555) 674 0629
7891 Maggio Point
Dallas
TX
Phone
p +1 (555) 674 0629
Experience Experience
10/2016 present
Philadelphia, PA
Technical Support Engineer
Philadelphia, PA
Technical Support Engineer
10/2016 present
Philadelphia, PA
Technical Support Engineer
10/2016 present
  • Workaround management - Create and manage workarounds, removing once the permanent fix has been initiated
  • Escalation Point for any non-adherences or ticket quality management for the contract. Work on driving improvement actions with Duty managers/ Team managers
  • Work closely with Red Hat development engineering and assist production support engineers and technical account managers
  • Develops and implements network enhancements and makes recommendations for improvement
  • Provide post sales technical support for 1353 NM, 1354 RM, 1350 OMS, Optical Management System (OMS) and Network Management System (NMS) product lines
  • Identify, develop and execute an individual development plan with minimal management direction
  • Work closely with Red Hat Development Engineering and assist production support engineers and technical account managers
02/2013 04/2016
Los Angeles, CA
Technical Support Engineer
Los Angeles, CA
Technical Support Engineer
02/2013 04/2016
Los Angeles, CA
Technical Support Engineer
02/2013 04/2016
  • Work closely with Red Hat development engineering, and assist production support engineers and technical account managers
  • Manage the contract and queue with all tickets end to end working closely with shift leads and Duty managers/ Team Managers
  • Work closely with the Customer Success Manager (CSM) and Managed Services Representative to maintain visibility and provide consistency to the Customer
  • Provide initial response, operational assistance, and development of software workarounds and/or resolutions
  • Creates solutions to customer problems. Provide sound recommendations to their queries. Provides resolution the first time
  • Provide proactive communication to clients, account managers and project managers
  • Offer developer-to-developer assistance for the Red Hat JBoss Middleware suite
Education Education
Bachelor’s Degree in Computer Science
Bachelor’s Degree in Computer Science
Carnegie Mellon University
Bachelor’s Degree in Computer Science
Skills Skills
  • Good communication skills with ability to use it effectively and persuasively, and be able to respond professionally to customers queries
  • Highly analytical with extreme attention to details and the ability to derive facts quickly, methodically, and accurately
  • Detailed knowledge of MS Exchange 2003-2013 AND/OR Detailed Knowledge of Lotus Domino 6.5.4 and 7 (Version 8
  • A very good knowledge of Dutch and German language is important. Good knowledge of English is
  • Working knowledge of CRM s (customer relationship management) and Knowledge systems -any major CRM or Knowledge system e.g. JIRA, Salesforce.com etc
  • Excellent written and verbal communication skills, with an ability to empathize with customers with varying levels of technical ability
  • Detailed, organized and results oriented, with a strong level of attention to detail
  • Excellent knowledge of transit industry. Comprehensive knowledge/experience with Thales products will make you an ideal candidate
  • Knowledge on HPUX and RHEL operating systems. Knowledge on SNMP, TL1, REST, TMF814 protocols. Knowledge on Shell, Perl and other scripting languages
  • Working knowledge of CRMs (customer relationship management) and Knowledge systems - any major CRM or Knowledge system e.g. JIRA, Salesforce.com etc
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1

Technical Support Engineer Resume Examples & Samples

  • Experience with installing Linux, Macintosh, and Windows operating systems, hardware, and peripherals
  • Strong skills in hardware setup, troubleshooting, diagnosing hardware failure, and the ability to reseat, repair, or replace components (including DIMMs, storage media and drives, video and other cards, fans, and others)
  • Ability to apply excellent customer service and communication skills in a demanding, deadline-oriented environment
  • Must be able to move workstations and monitors
  • Basic network troubleshooting skills, including understanding of DNS and TCP/IP as it impacts hardware deployment, familiarity with patching network cables
  • Two to five years of experience in a computer hardware service environment
  • Certification or experience in Apple, Dell, or HP hardware repair
  • Expertise with hardware and software troubleshooting tools, including shell scripting
  • Familiarity with animation production pipelines
  • Proven track record in creating documentation and user guides
2

Technical Support Engineer Resume Examples & Samples

  • Provide Help Desk/Service Center support, monitoring all inbound calls for the Studio
  • Support a wide array of software packages both internally developed and purchased from third parties
  • Take ownership of calls and attempt to resolve all calls at their level, only escalating when Tier 2 teams are necessary for problem resolution
  • Support multiple hardware and operating system platforms including Mac, Linux, iOS and occasionally Windows as well as related software, printers, networks, remote access, and connectivity
  • Utilize a consolidated, Studio-wide ‘help desk’ process that supports the recording and resolution of problems and service requests submitted by end-users
  • Apply solutions where possible and appropriately route calls and monitor all activities until the issue is effectively closed
  • Work with management to continually hone Help Desk procedures and policies
  • Support self-help and on-line training methodologies, to enable users to easily solve their own issues including documentation and video training
  • Collaborate effectively with other Technology teams to define how end-user support should be coordinated, delivered, standardized and communicated
  • Oversees the problem resolution of technical issues and recommend process improvements
  • Act as a collaborator with the larger Technology team including possible night or weekend work
  • Minimum 2-5 years experience in technical support or front-end user support, preferably in a production setting
  • Strong knowledge of Linux, OSX, or other Unix
  • Experience with software packages used in the Animation or VFX industries such as Nuke, Maya, Photoshop
  • Experience with productivity applications such as Open Office, Microsoft Office, and Google Docs
  • Experience in a help-desk environment, fluid in the use of help desk tools, prioritization of support calls, effective documentation of how a call was answered/remediated, etc
  • Install, configure, and maintain desktop and laptop computers as well as mobile devices
  • Must have the ability to backfill and support other team members, when needed
  • Required to provide individual user-training, on workflows, script/tool usage, mobile device usage and/or production and Studio procedures
  • Excellent Communication skills and strong customer-service orientation
  • Strong analytical problem solving skills
  • Able to multitask in a highly complex, diverse, production environment
  • Able to quickly prioritize decisions given incomplete and conflicting knowledge
  • Highly self-directed, being able to both manage and (re)prioritize the multiple concurrent and competing challenges, issues, ambiguities, and contradictions that, inevitably, occur when supporting production
  • Deep knowledge and experience with Linux or Macintosh system administration
  • Configuration or administration of issue tracking systems such as RT or Jira
  • Experience with CG Animation, Visual Effects, or Video Game production environments
  • Familiarity with systems tools and protocols (e.g. SNMP, OpenView, Nagios, iperf, Zabbix)
  • Knowledge of work from home systems such as PCOIP and RGS
3

Technical Support Engineer Resume Examples & Samples

  • Excellent listening skills and a strong sense of customer service
  • Quick learner and Team player
  • College degree with a computer science or related major
  • 3-5 years technical support experience in the network management field
  • Knowledge of routers, switches and firewalls from vendors like Cisco, Checkpoint and F5
4

Technical Support Engineer Resume Examples & Samples

  • Experience in Network Administration or in a related field or area
  • Familiarity with standard concepts, practices, and procedures relating to Windows Operating Systems, Windows networking and troubleshooting Windows network environments
  • Utilizes experience and judgment to plan, document and accomplish goals
  • Ability to manage multiple high priority tasks
  • A degree of creativity and latitude is required
  • Ability to fully integrate in a team of support engineers
  • Effective written and verbal communication skills required
  • Good Knowledge of Non-Windows based Operating Systems (Linux, Solaris, Mac)
  • Experience in SQL administration
  • Experience with Patch Management and Endpoint Protection
5

Technical Support Engineer Resume Examples & Samples

  • An experienced Customer Facing Support Professional, you will ideally have worked within the European subsidiary of a multi-national organisation. You will be able to respond to complex incidents both verbally and in writing, as the situation demands
  • Excellent interpersonal skills, coupled with the ability to work in high pressure environments
  • Demonstrably good understanding of
  • IP; familiarity with firewalls, routed networks, video/audio across IP, and issues which can disrupt video/audio traffic
  • ISDN and Private Digital Networks
  • MS UC environment, including
  • Designing, implementing, and troubleshooting OCS and Lync
  • Experience configuring, managing and maintaining Exchange
  • Knowledge of audio and video conferencing, and audio-visual equipment, and the relevant industry standards which apply to their successful use in complex multivendor environments
  • Polycom CVE qualified (or attain qualification soon after commencing employment)
6

Technical Support Engineer Resume Examples & Samples

  • Technical interface between customer and Polycom
  • Available to work standard and non-standard work weeks and travel with very limited advance notice
  • Maintain and update dispatch tickets, trip reports, and customer records in CRM database
  • Work with Project Management, Systems Engineering and Tier 3 Support teams on Project Planning for complex product implementations
  • Engage in longer term project planning and possible consultation services with assigned customers
  • Fluency in Mandarin and English is required
  • Prior field service experience including travel and support of multiple products
  • Previous experience working with and installing conferencing / telephony hardware is required
  • Strong Windows Server skills required- Exchange and Active Directory experience is desired; MCP/MCSE is a plus
  • Must have very strong interpersonal and communication skills and the ability to relate in a highly professional manner with customers, management and peers under various working conditions
7

Technical Support Engineer Resume Examples & Samples

  • Respond and resolve customer issues in a timely manner while delivering the highest level of customer satisfaction
  • Partner closely with Account Management on account planning by applying technical knowledge on solving business challenges while contributing towards long term revenue
  • Triage cases, assigning to the appropriate teams while owning escalations, bugs and feature requests, including the prioritization of open issues with key stakeholders
  • Utilize in depth technical knowledge to improve processes that drive greater efficiency and customer satisfaction
  • Actively contribute to the Customer Resource Center through knowledge articles and webinars
  • Partner closely with the product management on defining best practices and processes, while providing feedback on product usage by customers
  • Create framework and reporting structure to enable tracking and distribution of key metrics on work drivers covering product bugs, feature requests and issues
  • Coordinate internal and external communication on the resolution of customer issues and product updates
8

Technical Support Engineer Resume Examples & Samples

  • Understand Polycom’s products and solutions and ability to articulate the same to customers/partners
  • Understand technical issues raised by customer
  • Configure, trouble shoot and resolve complex issues for the customers
  • Use labs environments to re-create complex customer problems
  • Use remote trouble shooting session in resolving the customer issues
  • Analyze complex logs to troubleshoot customer issues and then provide the effective resolutions
  • Document troubleshooting and problem resolution steps
  • Provide training to customers when required
  • Offer an expert level support in Voice and Video technologies
  • Take overall ownership of technical issues, and working with different teams resolve more advanced issues when necessary
  • Assist in program reviews/providing feedbacks to partners, customers and engineering leadership
  • Build/Maintain relationships with key external and internal stake holders
  • Share the best practices/lessons learned with rest of the teams
  • Self-learner who is enthusiastic in continuous learning and good team player
9

Technical Support Engineer Resume Examples & Samples

  • Help test alpha and beta products
  • Experience configuring SAN Storage Arrays
  • Experience with Microsoft Cluster Services (MSCS)
  • Working knowledge of backup software (EMC Networker, VERITAS Net Backup, Tivoli Storage Manager, Backup Exec)
  • Working knowledge of backup hardware
  • Experience with Cisco or Network hardware manufactured products
  • Experience with switch and routing protocols (CCNA)
  • Experience with VCB (VMware Consolidated Backup)
  • Experience with VERITAS Cluster or EMC AutoStart
  • Experience with scripting and programming (C, C++, Perl, Python and Intel Assembly)
  • Basic understanding of TCP/IP networking stack
  • Experience in an enterprise LAN/WAN environment
  • Experience with Windows and Linux Networking
  • Ability to look at and analyze network traces. (ethereal, wireshark, tcpdump)
  • Experience trouble-shooting / administrating SAN environments (Fiber Channel or iSCSI)
  • Excellent understanding of Network Attached Storage (NAS)
  • Experience with SQL Server or Oracle dB (DBA)
  • Background in System Administration
10

Technical Support Engineer Resume Examples & Samples

  • Escalate issues in a timely manner according to Standard Operating Procedures
  • Leverage internal technical expertise, including peers, mentors, knowledge base, community forums and other internal tools, to provide the most effective solutions to customer issues
  • Participate in technical communications within the Technical Support Team to share best practices and learn about new technologies
11

Technical Support Engineer Resume Examples & Samples

  • Directs client experience efforts that are consistent with ANN INC. standards; coaches associates on the client experience to increase transactions and capture client opportunities
  • Develops team to accomplish store’s business objectives through attraction, selection, coaching, investment, retention and motivation
  • Ensures attainment of sales, payroll and inventory shortage goals
  • Directs merchandise presentation, restocking and recovery to maximize productivity
  • Understands the ANN INC. culture and ensures compliance with all ANN INC. Values & Behaviors, as well as store operational standards
12

Technical Support Engineer Resume Examples & Samples

  • 5 or more years with GSS
  • VCP 4 or above
  • Demonstrated working relationships with Customers and Field members (E.g., Participation in Webinars, vForum and Customer Support Day)
13

Technical Support Engineer Resume Examples & Samples

  • Work from a standard protocol, utilizing a documented process to respond to customer issues
  • Successfully resolve technical issues related to hardware and software from incoming customer contacts and proactive notification systems
  • Work remotely via telephone, email, e-chat, and ticketing system to respond to first-level technical issues
  • Respond to service, product, technical, and customer relations questions on subjects such as features, specifications, and repairs on current and discontinued products, parts, and options, based on customer entitlement
  • Collaborate across teams to resolve issues and help reproduce issues in lab environment
  • Bachelor’s degree (completed prior to start date) in computer science, information systems, or related fields
  • Experience with technical support and/or hardware and software computing, storage, and peripheral devices
  • Knowledge and/or experience with updating Knowledge Management systems
  • Experience with troubleshooting in a technical environment
  • Superior customer service skills
  • Phone and remote support experience
  • E-support experience
14

Technical Support Engineer Resume Examples & Samples

  • · Diagnosing and resolving software problems or conflicts, and/or trying to find workarounds
  • · Answering technical questions to customers
  • · Communicating with customers via phone and email
  • · Using remote connection tools to access customer's environments and investigate
  • · Perform integrations with other HP software
  • · Recreating customer environments in a lab environment for troubleshooting purposes
  • · Suggest improvements and upgrades to hardware and software
  • · Contributing to knowledge base and self-solve system
  • Good understanding of Python/Jython and Java coding
  • Good understanding of popular OS (Windows, Linux, HPUX, Solaris)
  • Good understanding and knowledge of databases (Oracle, MSSQL)
  • Good Understanding of Network architecture (TCP/IP)
15

Technical Support Engineer Resume Examples & Samples

  • Diagnosis and repair of incidents within the Digital Safe environment
  • Communication to the client and to internal teams in relation to incident ticket first response and updates in line with internal targets
  • Managing information by ensuring ticket notes are kept up to date and are complete
  • Planning & organising upgrades and changes within the Digital Safe environment
  • Monitoring & reporting of incidents relating to the Digital Safe environment, particularly in relation to hand over as part of a follow the sun support organisation and critical situation management
  • Creating & developing automated diagnosis and configuration tools
  • Participating in the culture of continual service improvement within the Digital Safe operations team
  • Supporting relevant technologies
  • Redhat certified engineer, LPIC or equivalent
  • ITIL v3 Intermediate / Foundation
  • Linux based networking: iptables and keepalived
  • Database administration including backup, restore and replication in postgres and/or SQL server 2008 / 2013, T-SQL
  • Load balancing technology: HAPROXY, IPVSADM
  • Web / application servers (httpd / jboss)
  • Mail transfer agents (Postfix / Apache James or other MTA technology)
  • Windows server 2008 R2 and 2013 administration
  • SSL certificates and certificate chains
  • Database administration including backup and restore in MySQL
  • CHEF or other configuration management system
  • RUBY
16

Technical Support Engineer Resume Examples & Samples

  • Uses company and vendor tools to assess network functions and perform cause analysis investigations
  • May provide support to end user IP installations, configurations, upgrades and migrations
  • Will be responsible mainly for troubleshooting break/fix issues, and to a lesser extent, for supporting installations and deployments, providing some configuration support, and providing technical guidance to customers or Business Partners
  • Works with limited guidance on projects within defined criteria
  • May include supporting 3rd party products
  • Completes projects and meets objectives as assigned by a supervisor. Goals and objectives are assigned by an immediate supervisor
  • Deals with routine to moderately complex problems or issues on data network and voice environment
17

Technical Support Engineer Resume Examples & Samples

  • Planning & organising changes within the Digital Safe environment
  • Two or more years supporting relevant technologies
  • ITIL v3 Foundation
  • Windows server 2008 R2 and 2012 administration
18

Technical Support Engineer Resume Examples & Samples

  • Develop a deep understanding of the HP ArcSight product suite
  • Troubleshooting complex product issues to resolution / looking for needles in haystacks
  • Sharing product knowledge and technical expertise through documentation, knowledge base submissions and the Arcsight user community
  • Replicating customer issues in a lab environment and submitting of discovered bugs, feature requests, and documentation enhancements
  • Participate in On-call support on a rotational basis
  • 0-2 years of experience in technical support of enterprise-class software and hardware
  • Strong analytical skills to drive problem resolution
  • Good time management skills
  • Strong knowledge of Windows and Linux Operating Systems
  • Good understanding of Networking
  • Java development or application support experience
  • Scripting skills such as BASH, Perl, Python, PowerShell
  • Understanding of regular expressions(Regex)
  • Good understanding of SQL including querying abilities
  • Ability to work as part of a team and be self-driven as well as able to work with minimal supervision
  • Industry Certifications: Cisco CCNA, Microsoft MCSE, Comptia Linux+, Red Hat RHCSA, Oracle OCP, other Networking/Firewall certifications
19

Technical Support Engineer Resume Examples & Samples

  • Troubleshoot system, software, and networking problems
  • Contribute documentation to a customer knowledge base
  • Testing of patch releases and product updates
  • Exceptional organizational skills, ability to manage multiple priorities in a fast-paced dynamic environment
  • Advanced problem solving skills, ability to develop effective long-term solutions to complex problems
  • Ability to learn new skills and apply them quickly
  • Motivated team player with excellent communication skill and a positive attitude
  • Familiar with Linux/Unix command line tools/environment
  • Basic Unix system administration skills
  • Intermediate knowledge of TCP/IP networking
  • 2-3 years Enterprise support experience
  • Experience with MySql or other SQL database
  • Familiar with perl and/or bash shell scripts
  • Experience with Active Directory or other LDAP implementations
  • Familiar with Snort or other intrusion detection system
  • Experience with VMWare
  • Experience in network protocol & packet analysis
20

Technical Support Engineer Resume Examples & Samples

  • Provide “development level” support to Dell Boomi customers & partners
  • Provide technical direction and assistance to customers regarding their use of Dell Boomi products to satisfy their Integration needs
  • Discover “knowledge” that would be shared with the user community
  • Display initiative, motivation and deliver high quality work while at the same time, meeting all deadlines for both internal and external customers
  • Proven ability to design and optimize business processes and to integrate business processes across disparate systems
  • Excellent analytical and procedural thinking skills
  • Experience with enterprise integration tools, middleware technology, and systems integration design
  • Quick to embrace new technologies and able to self-teach
  • Strong understanding of XML, SOAP and REST based web services APIs, and HTTP communication
  • Scripting skills with Groovy, JavaScript
  • Database skills including SQL, data modeling, and databases (e.g. MS SQL Server, MySQL, Oracle)
  • General knowledge of common business systems (CRM, SFA, ERP) and processes (lead to cash, requisitions, order management, etc.)
  • General knowledge of the Java platform
  • Experience with Software-as-a-Service paradigm and enabling technologies
  • Effectively manage multiple engagements at one time
  • Works well in a fast paced environment
  • Customer-focused attitude
  • Expertly manage multiple support cases at one time
  • Familiarity with Boomi AtomSphere or other visual-based integration development/mapping tools
  • Technical and/or functional experience with using or integrating with common business applications such as: Salesforce (including Apex and VisualForce), NetSuite (including SuiteScripting), Taleo, Workday, QuickBooks, RightNow, Microsoft Dynamics products, Oracle, SAP, etc
  • JAVA programming experience
  • Demonstrated deployments of enterprise software systems using industry standard environments including XML, HTTP/HTTPS, Java, C++, and ASP
  • Bachelor’s Degree in Information Technology, Computer Science or equivalent
  • At least 5+ years of application integration development and/or design experience
21

Technical Support Engineer Resume Examples & Samples

  • Field Customer Support Tickets from CyberSource Customers within the EMEA region
  • Ensure accurate records of service recommendations are written to the CRM during service provision
  • Liaise internationally with other CSRs and also Technical Account Managers (TAMs) to report on issues and the service relationship with mid-tier and upper tier merchants
  • Coordinate the international escalation of service issues across time zones to ensure timely resolution of client issues and to optimise service continuity
  • Liaise with Account Managers and the senior management team to provide optimal service to our merchants and share the ownership of the service relationship with the merchant
  • Configure our systems to allow client accounts to enable effective payment processing using our services
  • Troubleshoot client technical issues with our service and provide resolution to our merchants or alternatively escalate issues to the appropriate entity internally
  • Answer internal enquiries directed toward the support team of a technical and account related nature
  • Proven ability to assimilate a technical discipline. The successful candidate will have demonstrated having attained proficiency of a technical area equivocal to macro writing, Operating System configuration or reports generation
  • General IT literacy is a must although it must be stressed that this is a software services support position rather than an IT Support post. Therefore working knowledge of a Programming language e.g. C++, C#, VB or .Net, Java, ASP is required
  • The ability to work under pressure while maintaining the drive for service quality
  • The ability to deal with internal and external customers at all business levels
22

Technical Support Engineer Resume Examples & Samples

  • Unix system administration skills, especially Linux
  • Experience with sql databases, especially Sybase and MySql
  • Strong communication skills, and prior experience in a technical support role
  • Software development and/or web development skills
  • Knowledge of or interest in the following
  • Disaster Recovery solutions
  • Security solutions
  • Networking solutions
  • SAN/NAS storage solutions
  • VTL backup/recovery solutions
23

Technical Support Engineer Resume Examples & Samples

  • Assist customers, fellow techs, and service personnel in the installation, training and support of software, hardware, and related 3rd party peripheral components. These include but are not limited to file servers, commercial grade workstations, networking switches, NICs, monitors, KVMs, and radio equipment located at the user's premises
  • Identify and resolve problems in a timely manner; gather and analyzes information skillfully; Develop alternative solutions; Work well in group problem solving situations; Use reason even when dealing with emotional topics
  • Manage difficult or at times, emotional customer situations; Respond promptly to customer needs; Solicit customer feedback to improve service; Respond to requests for service and assistance
  • Write clearly and informatively; Edit work for spelling and grammar; Able to read and interpret written information
  • Remote Access Applications (VNC, Remote Desktop, Team Viewer, etc)
  • A radio background is desired, but not mandatory
24

Technical Support Engineer Resume Examples & Samples

  • Works on diverse range of support issues requiring ability to independently identify, evaluate and resolve problems
  • High level of freedom, within the realms of the role, to produce solutions in support of customer service level agreements
  • Works proactively and uses own initiative to ensure business needs are met effectively
  • Addresses immediate service needs of all end users regardless of Business Unit affiliation
  • Good time management skills, with proven ability to prioritise and organise a demanding workload, adapting to fit the changing needs of the business
  • Strong customer service orientation, able to understand and meet the needs of a diverse client base in a positive and professional manner
  • Proactive and self-motivated approach, able to work independently
  • Strong analytical skills and the ability to combine technical knowledge and customer support skills
  • Excellent interpersonal and communication skills (both written and verbal), able to relate with users, service providers, and management
25

Technical Support Engineer Resume Examples & Samples

  • Troubleshooting complex technical issues to resolution
  • Work with other technical support staff to resolve issues that impact customers
  • Address requests in priority order and track through to resolution
  • Ensure a consistent response to problem resolution, customer requests and status reporting, and monitor all issues to ensure a timely resolution
  • Communicate frequently, effectively and professionally with internal customers
  • Identify and suggest necessary solutions or process changes to improve efficiency
  • Contribute to product improvements by sharing ideas and feedback to product development
  • Continually develop knowledge of company products, services, and technologies
  • Strive to become Subject Matter Expert of tools and technologies available for supporting products and customers
  • Develop and maintain the ability to create tools and support methods for improvement of our products and services
  • After hours On-call Support – Part of rotation that supports products during non-business hours
  • Bachelor’s Degree in Computer Science, MIS, related field or equivalent work experience
  • 3-4 years’ experience in a technical support related role in a mixed environment of Windows and Linux. Healthcare IT industry experience (medical billing, IT, CMS or other payers) preferred
  • Demonstrate technical proficiencies in a Windows Server and Redhat Linux (CentOS) 5/6
  • The ability to work efficiently in a fast-paced, high-volume environment
  • Excellent customer service skills such as developed phone skills, customer relationship management, multi-tasking etc
  • Strong oral and written communication skills and problem solving/analytical skills
  • Must be able to organize and manage workload efficiently and prioritize projects with minimal supervision
  • Strong interpersonal skills, work well in a team environment as well as to work independently and assume responsibility
  • Experience with Zabbix or other monitoring tools
  • Proficient in Salesforce or other Enterprise ticketing system (HP PPM/QualityCenter, Manageengine, etc.)
  • Basic knowledge of Microsoft SQLServer, MyQSL, Networking, FTP, TCPIP
  • Experience with X12, HL7 EDI formats required
  • Working knowledge of basic server architecture and virtual machines preferred
  • Working knowledge of scripting languages; bash, Jscript, JavaScript, Perl, Python, etc
  • Knowledge of VMWare ESX and vSphere software
  • Good communication skills are essential. Must be able to give and receive correct information explain complex information, and maintain a customer service attitude to all levels of users
  • Possess outstanding organizational skills and be attentive to detail
  • Strong hardware and software troubleshooting skills
26

Technical Support Engineer Resume Examples & Samples

  • Work flexible 24X7 schedules including weekends and holidays
  • Excellent verbal and written communication skills; is able to explain technical topics in simple terms; is able to think quickly and react to client-impacting situations
  • Understanding of modern IT production datacenter, hosting operations and End Users ecosystem
  • Desktop operating system configuration, security and optimization
  • Experience with desktop virtualization (VMware or Citrix VDI technologies)
  • Excellent knowledge of Operating Systems including (Windows 2000, 2003, XP / Linux)
  • Understanding of computer architectures (server, storage and network)
  • Solid skills troubleshooting complex desktop deployments
  • Windows Enterprise Administration
  • General Desktop systems management
  • Remote connectivity, Windows networking
  • Terminal Services and RDP
  • 3+ years experience working in customer support industry
27

Technical Support Engineer Resume Examples & Samples

  • Strong knowledge of Windows operating systems, particularly W7. Windows 8 and OSX would be advantageous
  • Excellent knowledge of Microsoft Office 2010/2013
  • Understanding of terms like Firewall, Port, Intranet, HTTP, FTP, Cloud
  • Knowledge of connectivity interfaces like WIFI, VPN, TCP/IP
  • Strong knowledge of consumer mobility products, phones, tablets, platform considerations
  • Appreciation of security such as 2 factor, SSL connectivity, user experience challenges
  • Understanding of key differences between PoC, Pilot, Project, BAU
  • Experience of dealing with end users, using a variety of means. Confident and personable approach
28

Technical Support Engineer Resume Examples & Samples

  • Collaborate with the internal Professional Services team to understand customer, business and market needs
  • On-board new customers on the company cloud software
  • Analyse & Test data on behalf of customers
  • Assist customers in the use of company software and troubleshooting any issues arising
  • Escalating tickets for customer issues and working in collaboration with engineering to solve these problems
  • Document processes and create reports
  • Third level qualification in Information Technology or related field
  • Minimum 2 year's practical experience working in a support role or a graduate who has good work experience/completed a work placement
  • Knowledge of troubleshooting to help diagnose and eliminate problems
  • Knowledge of SQL is desirable
  • Flexibility and willingness to work occasionally outside of normal business hours
29

Technical Support Engineer Resume Examples & Samples

  • At least 3 years of experience in UNIX, Windows networking administration or technical support is required
  • Knowledge/ specialization in the area of at least one of the following subjects: storage, back up & recovery, data management systems, virtualization, networking
  • Understanding of the following protocols and applications: NFS, CIFS, SAN connectivity methodologies for storage systems, TCP/IP and Networking, RAID
  • The usage of tools, logs, and support tools needed to analyze system issues (such as perfstat, packet traces, ASUP logs, etc.)
  • Knowledge of NetApp products is an asset, not a necessity
30

Technical Support Engineer Resume Examples & Samples

  • Manage, research, and resolve issues relating to VMware automation products including basic isolation of issues located in third party products that interact with VMware automation products
  • Create and manage knowledge base content including problem solutions, best practices, and informational articles
  • Maintain a high level of proficiency in all VMware, Microsoft, and UNIX technologies
  • Familiarity with Cloud orchestration tools a plus (Chef, Puppet, vCenter Orchestrator, etc.)
  • Scripting experience a plus (Javascript, PowerShell, VB, Bash, etc.)
  • Ability to act in an effective and professional manner during moments of high stress
  • Familiarity with a variety of enterprise management tools and software
  • Strong commitment to setting goals and achieving results
31

Technical Support Engineer Resume Examples & Samples

  • Provide Level 2 Support to VMware Customers and field personnel
  • Manage, research, and resolve issues relating to VMware products
  • Work in a team environment and mentor junior technicians
  • Represent VMware in only the most professional manner at all times
  • Extensive administration and support experience with UNIX systems (especially Solaris, LINUX, AIX, and/or HP-UX)
  • Broad database experience (both DB-Admin and T-SQL coding), especially with Microsoft SQL Server and with large databases (100 GB +)
  • Familiarity with vSphere, ESXi, and other VMware products
  • Programming experience is a plus (ASP, DHTML, C#, Visual Basic, etc.)
32

Technical Support Engineer Resume Examples & Samples

  • Experience with VMware Workstation and / or GSX Server
  • Experience with troubleshooting network connectivity
  • Experience with Kerberos/RADIUS and Single Sign-On
  • Experience with database related technology and administration (SQL Server, Oracle, DB2, etc)
  • Experience with Servers (Dell, HP, IBM, etc)
  • Experience with Server Management Software
  • Working knowledge of Novell NetWare or MacOS
  • Experience with scripting and programming
  • Experience with firewalls and security related issues
33

Technical Support Engineer Resume Examples & Samples

  • Respond to customer inquiries, primarily by web interface and telephone
  • Perform 24x7 on-call responsibilities during scheduled periods
  • Work directly with other technical support staff, quality assurance, engineering, sales, PSO, marketing, operations, and administration to resolve issues
  • Document all technical inquiries, develop and review content for knowledge base
  • Familiarity with programming and scripting languages including java, JSP, JavaScript, bash/shell
  • Oracle databases experience
  • Familiarity with financial concepts such as Costing, Budgeting, Chargebacks/Showbacks
  • Experienced in software support or application support
34

Technical Support Engineer Resume Examples & Samples

  • For positions within the Federal team, U.S. citizenship is required
  • Account management experience and/or customer engagement responsibility is desirable
  • Ability to research problems and document their solutions
  • Foundation level knowledge in VMware ESX and Virtual Center products
35

Technical Support Engineer Resume Examples & Samples

  • Support and collaborate on VMware’s entire suite of products
  • Providing high quality live answer technical support to program account base
  • Create Knowledge Base articles for issues that are not documented
  • Assist customer outside of normal business hours if required
  • Manage account document repository ensuring accuracy and completeness
36

Technical Support Engineer Resume Examples & Samples

  • Providing support to business stakeholders on critical business applications
  • Extensive interaction with the associated development teams and other support desks
  • Considerable involvement with customers to understand their problems and requirements
  • Communicating frequently to end users about incidents and problems
  • Project Managing small projects on a day to day basis
  • Ongoing support of Settlements and Trading systems
  • Proactively contribute ideas and solutions towards improving team processes
37

Technical Support Engineer Resume Examples & Samples

  • Must have 6-8 experience in BSCS Rating, Roaming, Billing and Journaling
  • Experience in Oracle SQL, PL/SQL, Stored Procedure
  • 3-4 years of Java experience
  • Experience in Unix Shell or Perl Scripting, XML Experience to read
  • Knowledge on how release is managed
  • Ensure the successful cycle run and make sure nothing is stuck in the middle
  • Analyze total rejects and the impact on the revenue Defect Management - Report, analyze and answer defects
  • Automate routine jobs and train the team
  • Coordination with Datacenter team for resolution of Database, system or network issues
  • Coordination with Incident/Problem management team during severity/issues. RCA documentation and submission to client
  • Coordination with Development team , vendor for bug fixing, or new changes deployment
  • Plan/Forecast cycle runs and communicate to leadership and Client
  • Ensure reconciliation between one component to the other in order to identify issues early, and minimize defects
  • Ability to handle executive escalations and other internal teams with solving complex issues
  • Support for the QA team in order to minimize developers time spent on defects related to design/ execution issues
  • Excellent Communication Skill and Customer Interfacing
38

Technical Support Engineer Resume Examples & Samples

  • Must have 8-10 years experience in Telecom Provisioning system, EMA (Ericsson Multi Activation) and Catalogue Driven Order Management
  • Knowledge to analyze production fallout orders. Provide critical and speedy resolution of fallout orders ranging from data manipulation, SQL scripting and DB updating, reformulating XML to help orders move along in provisioning system
  • SQL, Oracle and DB experience mandatory Identify and provide bulk fixes / resolutions for large quantity of orders failing Communicate and assist development teams in critical production fixes
  • Must have 2-6 years experience in Telecom Mediation platform, Preferably in EMM (Ericsson Multi Mediation)
  • Experience working on UNIX/Linux platform
  • Knowledge of shell scripting, perl, python and SQL
  • Good working knowledge of networks, firewalls, SSH, ftp/sftp and remote system access
  • Required to understand the Mobile services, CDR types and format, Able to understand and read different switch formats i.e. :ASN, Binary
  • Experience to resolve Rejects - Monitoring on going activities and handling ongoing rejects
  • Workaround management - Create and manage workarounds, removing once the permanent fix has been initiated
  • Keep SOP and other operational documents updated
39

Technical Support Engineer Resume Examples & Samples

  • Solid understanding of some of the following protocols and applications
  • NFS, the UNIX remote file sharing protocol
  • CIFS, the Windows NT remote file sharing protocol
  • SAN Connectivity methodologies for storage systems
  • TCP/IP; Networking
  • RAID
  • NetApp Storage System operating systems such as Data ONTAP or
  • NetApp Cluster-Mode Storage Solutions and related technologies
  • The interoperability of enterprise applications (such as
40

Technical Support Engineer Resume Examples & Samples

  • 1) Servers & applications monitoring, troubleshooting for primarily for TIBCO Middleware
  • 2) Application interface with vendors
  • 3) Server/Network monitoring such as Disk space, memory, CPU, General sever health check
  • 4) Responsible for Prod environment
  • 5) Need to bounce the services, restart applications in Unix using scripts, lade logic etc
  • 6) Willing to work in any on of the 3 shifts(6 AM - 2 PM, 2 PM -10 PM, 10 PM - 6AM), It is a rotation of shifts
  • 7) Need to have good communications skill as need to coordinate calls with Vendors and Client Team in case of any outages
41

Technical Support Engineer Resume Examples & Samples

  • Customer issue handling
  • Handling of proactive support
  • Software Update Management (SUM) handling
  • Knowledge Management Tool (KCS) Coaching
  • Remote Service Gateway (RSG) Coaching
  • System Administration of existing hosted solution
  • Customer Training
  • On-Call support
  • Provide Material for technical documentation
  • Service Platform Operations and Support: design; build out; health monitoring, metrics and upgrades
  • Evaluate and analyze systems, performance, issues and metrics in order to provide recommendations to engineering for service improvements
  • Participate in bug reviews and feature enhancements meetings with a cross functional team
  • Comfortable with installing, configuring and testing applications on mobile devices
  • Comfortable with installing, configuring and testing software packages in a Linux environment
  • Application configuration and monitoring
  • Software Update Management handling (optional)
  • KCS Coaching (optional)
  • RSG Coaching (optional)
  • Video Compression and Transcoding Knowledge
42

Technical Support Engineer Resume Examples & Samples

  • 3 to 5 years of experience working with (advanced troubleshooting and configuration experience) Linux or UNIX, Apple OSX and Microsoft Windows based systems in a network environment
  • 3 to 5 years of experience working with computer graphics / media applications
  • 3 to 5 years in supporting computer systems in a large company / enterprise environment
  • 3 to 5 years of experience working with network management and administration utilities in
  • TCP/IP networking environment
  • Able to communicate technical information effectively – both written and verbally
  • Ability to work in a fast pace, production critical team environment
  • Must be able to follow directions and procedures
  • Must have a strong customer service orientation and have the ability to work with a diverse user community
  • Must be well organized and detailed oriented
  • Bachelor’s degree in a technical discipline or equivalent work experience
43

Technical Support Engineer Resume Examples & Samples

  • Assist customers, fellow techs, and service personnel in the installation, training and support of software, hardware, and related 3rd party peripheral components
  • These include but are not limited to file servers, commercial grade workstations, networking switches, NICs, monitors, KVMs, and radio equipment located at the user's premises
  • A radio background is desired, but not mandatory Training on Digital Playout software and troubleshooting methods is provided
44

Technical Support Engineer Resume Examples & Samples

  • Experience with operation and administration of large Windows Server and Desktop Environments o Experience in administration of complex Storage Area Networks, including Fibre-channel and Ethernet based protocols
  • Previous exposure to Cloud Management Platforms such as OpenStack, CloudStack, vRA including Networking enabled by software
  • Familiarly of Clustering Technologies such as MS Cluster Server, Redhat clustering, Oracle RAC
45

Technical Support Engineer Resume Examples & Samples

  • 1st point of contact for billing system, process related incident, where they will perform initial triage on the issue. Ensure service requests follow the established service request lifecycle and track, monitor, report and keep appropriate personnel informed of progress on ticket resolution throughout the set ticket lifecycle. Initial triage and participation in a joint outage bridge (if necessary) in the event that an alert/alarm has been received due to system/application issue that may impact end users or customer functionality. Proactively raises incidents based on monitoring activities and coordinates with production support to resolve application related issues. Support issues with Billing, provisioning, payments, batch jobs, etc (other roles to be defined as we go), Support resolution of critical/major incidents (outages, execution of BCP, etc.). Perform quality assurance for the provisioning business processes. Troubleshoot batch job failures and approve query to be run to fix job failures as well as track, and report any delay in file processing. Verify all the files from mediation are processed before providing go ahead for bill run. Have intimate status of bill runs, performing validation of daily runs, tracking and reporting and relay any possible delays or anomalies to tier II and/or stakeholders. Provide tier I technical production support for all service management processes, escalating to tier II team as needed. Initial triage (following processes created with BP) of issues, escalating exceptions/issues that have revenue and financial impacts to the appropriate teams. Coordinate with business for the billing issues / bill disputes raised by customers. Provide Tier I support to areas of subscriber service transactions, including processing of activations, account changes, deactivations, SIM swaps etc. Initial POC for issues involving provisioning directly and indirectly involving Switch Control including network and device outages. Tier I support of subscriber provisioning from the billing system to other integrated systems and network elements. Work with Tier II BOPS and configuration management to coordinate routine and/or preventive maintenance with IT Ops so notifications can be sent and also to ensure there are no over laps with other maintenances occurring at that particular time. Support of scheduled patches & release into Production by ensuring release date is supported as needed. Manage file transfers between service partners by ensuring timely delivery, validating file data, and resolving incidents with service partners. Manage escalations relating reference table issues, analysis, analysis, updates – triage as needed and escalate to Tier II if changes are required. Handling of rating rejections and necessary for processing
  • 3+ years of Experience in Systems Analysis/ Billing Operations
  • Understanding of Business processes
  • Understanding issue tracking and support processes
  • Must be able to work in a team environment and independently with minimal oversight
  • Highly developed interpersonal skills and communication skills
  • Basic knowledge of SQL scripting, PL/SQL, Stored Procedure to analyze the data and issues
  • XML Read experience is a plus
  • Understanding of managing detailed documentation including knowledge management tools, spreadsheets and reports
  • Methods and techniques for troubleshooting the causes of applications problems and errors and knowing when to escalate
  • Detail oriented with strong organizational and time management skills
  • Understanding and knowledge of billing processes, tools and systems
  • Works independently, with general instructions on assignments
  • Actively seeks assistance as needed but demonstrates learning and growing independence
  • Computer literacy in Microsoft Office Suite, including Word, Excel, PowerPoint and Outlook
  • Setting priorities and organizing work to complete project responsibilities timely, efficiently and effectively; handle multiple tasks in a dynamic environment
  • Telecom Business knowledge is a plus
46

Technical Support Engineer Resume Examples & Samples

  • Accredited education in Information Technologies
  • Basic Know how of ITIL and logistic processes
  • Working experiences in IT support for current Microsoft and Apple hardware and operating systems
  • Know-how of Support Ticketing processes
  • Device operations and maintenance of Desktop PCs, Notebooks, Smartphones (iPhone, Blackberry, Android), Tablets, Printers (specifically Lenovo, Dell, HP)
  • PC Imaging & Installation procedures
  • Experience with Microsoft Technology and Standard Office Applications (e.g. Windows 7 / Vista / XP and MS Office 2003 / 2007 / 2010 environment)
  • Imaging & Installation procedures
  • Network Technologies & Administration (AD/DNS/WINS) for WAN/LAN/WLAN
  • High customer and service orientation
  • Ability to interact and consult with others in particular for de-escalation management
  • Strong motivation and willingness to learn and perform
  • Autonomous & proactive working behaviour
47

Technical Support Engineer Resume Examples & Samples

  • The tasks this individual is responsible for are often non-routine and unstructured, requiring creative solutions
  • This individual will apply attained experiences and knowledge in solving routine to moderately complex problems
  • The ideal candidate will be a proactive contributor and subject matter expert on team projects
  • To be successful, this individual must demonstrate favorable results through coaching and influencing others. The ideal candidate will be an important contributor or lead on team projects
48

Technical Support Engineer Resume Examples & Samples

  • Develop, design & architect next generation monitoring & operations applications under to umbrella title of Cloud Command Center
  • Establish lifecycle process to govern the development, QA, testing, and support of the new Product including feature definition & product roadmaps
  • Design and implement CVS Repositories, Helpdesk, Bug Tracking, and other various systems to drive the continuous improvement of the Product
  • Determine optimal solutions to interface this new Product with the extensive range of existing VMware products
  • Interface with all of the Product business units, work directly with Core engineering teams to agree suitable interworking solutions to deliver the needs of the product
  • Assist the Product Management teams with “Go to Market” strategies and offerings for Product
  • Perform risk assessment and management of key project deliverables
  • Plan infrastructure requirements, systems migrations and deployments
  • Mentor more junior members of the team
  • Programming experience in Python preferred or at least one of: Perl, C, Bash, C#
  • Process oriented-driven
  • Able to multitask and prioritize tasks
  • Reliable, independent worker with strong collaborative skills
  • Able to think creatively to develop new ideas and innovations
  • Proactive and proven track record
  • Clearly articulates problems and proposes solutions
  • Flexible schedule when partnering with global teams (EST/PST)
  • Self-driven, autonomous individual that is not fazed by ambiguity
  • Role will be a TSE 4 level role with expectations & responsibilities associated with the senior level role
49

Technical Support Engineer Resume Examples & Samples

  • 5+ years of Experience in Systems Analysis Operations Support
  • Telecom Business knowledge
  • Very good understanding of Business processes
  • Very good understanding of Development life cycle, Build and deployment process
  • Experience in issue tracking and support
  • Excellent analytical, problem-solving, and research skills coupled with discretion and sound independent judgment
  • Experience developing and managing detailed documentation including knowledge management tools, spreadsheets and reports
  • Methods and techniques for troubleshooting and determining the causes of applications problems and errors. Detail oriented with strong organizational and time management skills
  • Analyzes offerings against functional and non-functional requirements. In depth knowledge in Telecom Provisioning, Mediation product business/data analysis or Usage Rating/Billing system business/data analysis in Wireless industry is required
  • Knowledge of Ericsson products EMM, EMA, or BSCS is a plus
  • Troubleshooting, diagnose and resolve applications problems
  • Experience in Oracle SQL, PL/SQL, and stored Procedure to analyze data and issues
  • Ability to automate routine jobs and train the team
  • Ability to Coordinate with Data Center team for resolution of Database, system or network issues
  • Ability to Coordinate with Incident/Problem management team during severity/issues
  • RCA documentation and submission to client
  • Ability to Coordinate with Development team, vendor for bug fixing, or new changes deployment
  • XML Read Experience, is a plus, but not required
50

Technical Support Engineer Resume Examples & Samples

  • Bachelor's Degree in engineering is required or equivalent
  • Must have 2 to 4 years of related experience
  • Prior experience in cloud and web-based applications is required
  • Knowledge or background in systems administration, Java application and audio/video transcoding is preferred
  • Strong analytical and proven problem solving skills are required
  • Must possess strong written and oral communication skills along with strong interpersonal skills
  • Good computer skills in Microsoft Word, Excel and Power Point is required
  • Must have strong organizational skills and work well in a fast-paced environment
  • Must be able to effectively work both independently and in a team environment
51

Technical Support Engineer Resume Examples & Samples

  • Collect and analyze consumer insights to help develop the product innovation roadmap that delivers a best in class consumer user experience and the delivery of high quality and high impact tools. Strategy and standards
  • Design, implement, manage, develop and maintain communication, collaboration and service portals. Translates user needs into product requirements and design specifications to ensure well developed products are introduced that add value and the user interface is easy and adds value
  • Stay current with relevant industry trends, technologies and best practices as well as security and compliance requirements
  • Building, customizing, testing, deploying, maintaining, and documenting all process and steps necessary to complete and operationally manage the workflow
  • Design and prepare reports to communicate operational efficiencies from various automated workflows, usability of tools, and user satisfaction
  • Ensure operational readiness documentation is completed and all service delivery towers are prepared for new deployments and training has been completed for support teams. Orient and educate users on platform and portal functionality
  • Bachelor's degree required, Computer Science, Information Systems or Systems Engineering strongly preferred
  • Must be certified in MCSE, SharePoint, SharePoint Designer, PowerShell, InfoPath, IE, AppClarity and ITIL v3
  • Minimum 3 years’ experience with SharePoint admin/development role, InfoPath, PowerShell, LDAP
  • Minimum 3 years’ experience with portal development and workflow automation
  • Demonstrated experience for designing and engineering operational processes
  • Excellent communication and interpersonal skills along with problem solving skills - verbal and written
  • Strong knowledge of industry standards for self-help/shopping portals, analyzing user requirements and developing high level systems that reduce manual interactions
  • Cross-functional collaboration – The ability to communicate the needs of stakeholders and assigns personal accountability at all levels
  • Holistic product analysis– Following through from concept, defining critical KPIs, cataloging results, and performing post-mortem analysis for continuous process improvement
  • Accountability – The ability to “own” the deliverables while influencing other key stakeholders
  • Strong communication skills - oral and written
  • Ability to lead business system solution/product/service strategies and directions
52

Technical Support Engineer Resume Examples & Samples

  • 4+ years of hands-on experience in a Technical Phone support role
  • Associate’s Degree or above with a focus on Computer Science / Information Technology
  • Experience supporting IT hardware in a Microsoft environment (PC, servers, laptops, printers, accessories)
  • Solid problem solving and time management skills
  • Excellent communications skills (written and verbal)
  • Experience using Salesforce.com as a ticketing system
  • Prior experience with PACS medical imaging technology OR HL7 standards
53

Technical Support Engineer Resume Examples & Samples

  • ~1-3+ years of relevant technical/product support experience
  • An analytical, creative, and innovative approach to problem solving
  • An ability to handle multiple tasks concurrently and prioritize appropriately
  • A strong sense of customer service, attention to detail and desire for organization
  • A desire to provide feedback and make proposals to improve support processes
  • Flexibility to comply with Workforce Management scheduling to ensure 24x7x365 team coverage
  • A good attitude and sense of humor
54

Technical Support Engineer Resume Examples & Samples

  • Provide Level 2 technical support for enterprise products to a global customer base
  • Use your knowledge of Linux systems, disk/RAID configuration, network configuration and TCP/IP to provide general trouble shooting
  • Replication of customer issues in a lab environment
  • Gather all relevant information in order to liaise with and escalate into the development and QA teams
  • Third Level Computer Science or Computer Engineering Degree
  • The successful applicant will have 2 - 5 years' experience
  • Strong process discipline with a working knowledge of Salesforce or other CRM system
  • UNIX scripting languages including shell and python
55

Technical Support Engineer Resume Examples & Samples

  • Knowledge of one or more of the Jazz suite of products, Rational Team Concert, Rational Quality Manager or Rational Doors Next Generation is highly preferred
  • If no knowledge of the Jazz suite of products then knowledge of agile software engineering processes
  • Java skills are preferred
  • Experience in Kepner-Tregoe Resolve is preferred
  • Database skills are optional
  • IBM Websphere and/or Tomcat skills are optional
  • German: Fluent
  • Bachelor's Degree in Information Technology
56

Technical Support Engineer Resume Examples & Samples

  • Must possess a Bachelor of Science Computer Science, Electrical Engineering or an equivalent degree
  • Most new employees in this position have a 0-3 years of experience
  • Demonstrated ability to have successfully completed multiple, moderately complex technical tasks
57

Technical Support Engineer Resume Examples & Samples

  • Aligns, adjusts, and calibrates equipment according to specifications
  • Experience with the following components: Windows Operating Systems, Remote Access Applications (VNC, Remote Desktop, Team Viewer, etc.), network technologies, systems security, Cloud technologies and network monitoring tools
  • Understanding of web and mobile standards
  • Radio background a plus
58

Technical Support Engineer Resume Examples & Samples

  • Mentor and provide training to other technical GSS staff in Network troubleshooting topics
  • Travel to Customer sites and represent VMware GSS
  • Previous Enterprise Technical Support
59

Technical Support Engineer Resume Examples & Samples

  • Support server installations with the AirWatchTM console, including all relevant 3rd party technical components
  • Support end-user training efforts, including creation of user documentation and hands-on training exercise(s), for both operational and technical users
  • Provide AirWatchTM solution feedback to our Software Development team to allow for continuous product improvement based on internal and external product experiences
  • Support AirWatchTM software quality assurance activities, including testing and documentation of product issues
60

Technical Support Engineer Resume Examples & Samples

  • Extensive administration of Openstack and VIO
  • Familiarity with VMware NSX
  • 71324BR
61

Technical Support Engineer Resume Examples & Samples

  • Experience in writing and debugging in modern programming languages ( Java, C/C++, etc)
  • Experience in modelling with UML/sysML with major modelling tools
  • Experience on multiple OS (Windows, Unix, Linux, etc.) and vitalisation
  • Good Knowledge on WebSphere Application Server
  • Knowledge of DB2 (administering and configuring)
  • Root cause analysis and trouble shooting
  • Technical Support experience
  • Excellent Japanese and English communication skills (written and verbal) and listening skills - mandatory
  • Ability to multi-task and problem-solve
  • Analytical skills, problem analysis, diagnosis and determination
  • Decisions Making Skills and ability to work independently on customer issues
  • Based in Sydney
62

Technical Support Engineer Resume Examples & Samples

  • Respond to user calls regarding hardware and software problems, correcting or ensuring that problems are escalated when required. Communicate with users and senior management the status of key problem statuses
  • Provide technical guidance to users across studio with regard to new workflows or changing old ones, providing solutions where they exist, researching outside solutions, or working with internal groups to provide solutions if possible
  • Perform hands-on repair of equipment and maintenance/installation of computing infrastructure
  • Maintain and troubleshoot all hardware associated with end-user computing, including mobile devices, printers, workstations, switches, etc
  • Act as SME for assigned internal applications and/or workflows to provide guidance to helpdesk personnel and fellow TSE’s
  • Oversee small to medium projects, providing status updates to upper management
  • Implement continuous improvement methodology through the use of IT systems or procedure
  • Maintain inventory of system assets
  • Ensure compliance with corporate standards and security policies
  • Provide user training for all areas of support (applications, corp initiatives, studio initiatives, etc)
  • Additional responsibilities will include: printer maintenance, end user documentation and training, computer moves and deployments, and additional duties as assigned
  • 3+ years’ experience supporting users on Macintosh OS 10.8 and higher; Strong Mac skills
  • 3+ years’ experience supporting users in a Microsoft Windows 7+ environment
  • Experience with Windows and Macintosh versions of the Microsoft Office Suite, Adobe Photoshop, Illustrator, Acrobat
  • Problem solving/decision making skills including conflict and first call resolution
  • Ability to lift 35-60 lbs, primarily computer equipment from floor to desk
  • Knowledge of AD and Exchange management
  • Familiarity with Final Cut Pro
  • Knowledge of basic command line tools (SSH, scp, rsync, etc)
  • Prior experience in a studio production environment strongly preferred
  • Knowledge of SQL, FileMaker Pro, and other database tools
63

Technical Support Engineer Resume Examples & Samples

  • Provides basic technical support to internal, domestic and international EMC customers within the call center
  • Works as part of a team ensuring smooth transitions for customer and field reported software issues
  • Responsible for sharing all acquired knowledge concerning problem resolution with field, and other departments as appropriate
  • Contributes to centralized problem identification and resolution database
  • Monitors and tracks all software service calls, provides call status updates at regular intervals and communicates status to customers using Customer Service Call Tracking Databases
  • Represents EMC in a professional manner to the customer and EMC field personnel at all times
  • Incumbent should 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, virtual memory, file systems and file system structure
  • Networking –Prefer knowledge of TCP/IP, Ethernet, addressing, mapping, flow control, naming, routing/traffic
  • Databases – Prefer knowledge of relational and hierarchal, design, file system organization and indexing
  • Understanding of Storage industry (Storage management, Storage Architecture, Business Continuity)
  • Incumbent should possess solid organizational, interpersonal, communication, telephone and presentations skills
  • Incumbent should demonstrate the ability to assess and respond appropriately to customer issues in a professional manner
64

Technical Support Engineer Resume Examples & Samples

  • 5+ years of proven customer management skills
  • Degree in Engineering or Computer Science
  • Prior field service experience including extensive travel and support of multiple products
  • Strong knowledge of data communications networks required- CCNA/CCNP preferred
  • Strong Windows MSFT Server skills required- Exchange and Active Directory experience is required; MCTS/MCSE is preferred
  • Must have the ability to work effectively and efficiently in a remote environment with little direct supervision
  • Must have the ability to travel domestically or internationally 70% of the time and work odd and irregular hours
65

Technical Support Engineer Resume Examples & Samples

  • Bachelor
  • At least three years service support
  • Know well network
  • Know well H.323&SIP protocol
  • First for VC field working experience
66

Technical Support Engineer Resume Examples & Samples

  • Basic Knowledge of Windows and / or Linux
  • 3+ years of experience with support enterprise web application
  • Basic Knowledge of WebSphere
  • Basic knowledge of databases like Oracle, Database 2 (DB2)
67

Technical Support Engineer Resume Examples & Samples

  • Assists clients, fellow technicians, and radio station personnel in the installation, training and support of software, hardware, and related 3rd party components
  • Interacts with other departments to resolve client issues
  • May participate in after-hours deployment/releases
  • Experience with the following components: Windows Operating Systems, network environment, and systems security
  • Experience in problem-solving situations; strong analytical skills
  • Experience in general information technology
68

Technical Support Engineer Resume Examples & Samples

  • Work with management to continually hone Help Desk procedures and policies and recommend process improvements
  • Proactively fix issues by developing software code to eliminate problems before they happen
  • Demonstrated coding skills in Python, C, C++, or Javascript
  • Strong Python coding skills and API development
  • Experience developing web applications using HTM5 or CGI scripts
  • Configuration or administration of issue tracking and configuration management systems such as RT, Jira, Jenkins and Git
69

Technical Support Engineer Resume Examples & Samples

  • Bachelor's Degree in a technical or science field is required or equivalent
  • Must have 0 to 2 years of related engineering experience
  • Must have excellent written and verbal communications
  • The flexibility is required for 10% travel domestic
  • Available to work evenings and weekends on a fixed schedule
  • Excellent relationship building skills, customer complaint resolution, and record-keeping are essential
  • Strong technical and customer service skills are required
  • Experience in remote collaboration and customer service techniques preferred
  • Strong general IT skills including database, network, virtualization, Linux and Windows, and storage familiarity
  • SQL or Oracle experience a major plus
  • And ability to communicate effectively
70

Technical Support Engineer Resume Examples & Samples

  • Take ownership of and resolve customers' product issues via telephone, email, or in-person, while meeting or exceeding stated service level agreement (SLA) timeframe
  • Document, route, track, escalate and update customers, as well as RMS management, on status of issues as required
  • Provide prompt and accurate feedback to customers, ensuring their understanding of the steps needed to resolve issues
  • Build rapport and elicit problem details from non-technical or technical customers
  • Use approved protocol to communicate with development engineers on the analysis of software issues providing detail description of problems along with steps taken to analyze the problem
  • Perform system testing as a final validation before release to customer
  • Contribute to the body of knowledge by creating and maintaining knowledge base articles and other technical documents
  • Provide senior-level support and guidance for Level 1 Customer Care staff
  • Maintain an in-depth understanding of RMS’ products and support protocols
71

Technical Support Engineer Resume Examples & Samples

  • Provide guidelines and best practices on planned projects and activities
  • Troubleshoot and engage with engineering on customer reported issues
  • 73646BR
72

Technical Support Engineer Resume Examples & Samples

  • Support the sales team post implementation with upgrades and technical requests
  • Respond to end user requests for technical support
  • Troubleshoot and resolve application issues related to IT users and services
  • Provide root cause analysis of customer issues
  • Develop workarounds to existing product lines when applicable
  • Document processes and procedures as developed and/or required
  • Update and maintain project issues list, prioritize issues
73

Technical Support Engineer Resume Examples & Samples

  • The Solution Architects time will be spent working with PSO\Deal Desk
  • The Solution Architects time will be spent on the other areas outlined below, such as Escalations, creation of content for delivery to EEs\TSEs, labs, reproductions etc
  • 3) Desktop (Desktops Architecture, Thin/Zero Clients, Desktop Management, Desktop Design)
  • 4) Management (Datacenter Management, Application Management, Desktop Management, JMX, SNMP, MIBS)
74

Technical Support Engineer Resume Examples & Samples

  • Resolve complex customer problems via the telephone, the web or email
  • Research customer issues in a timely manner and follow up directly with the customer with recommendations and action plans
  • Escalate cases to other more senior Technical Support Engineers and/or Escalation Engineers when the problem is too complex or falls out of specific area of expertise
  • Leverage internal technical expertise, including higher-level engineers, knowledge base, and other internal tools, to provide the most effective solutions to customer issues
  • Create new knowledgebase articles to capture new learnings for reuse throughout the center
  • Collaborate with other Technical Support Engineers who may need assistance working a case; utilize your area of expertise to help them in order to most quickly facilitate solutions for the customer
  • Participate in technical communications within the Technical Support Engineering team to share best practices and learn about new technologies and complimentary storage applications
  • Focus on an area of technical specialization and attend classes, complete lab projects, read and work with other Technical Support Engineers on cases which will help cultivate that expertise
75

Technical Support Engineer Resume Examples & Samples

  • Basic system administration with Windows and/or Linux
  • Basic Knowledge of Websphere
  • Basic knowledge of databases, ie Oracle, Database 2(DB2)
76

Technical Support Engineer Resume Examples & Samples

  • Bachelor's Degree in Engineering or Computer Science
  • Minimum of 5 years of experience in programming, configuration and/or wiring of automation equipment, related sensors and devices
  • Experience as an Application Engineer, Field Service Engineer, or Controls Engineer preferred
  • Experience with GE A&C products preferred
  • Strong communication and presentation skills as measured by previous technical presentations to customers and/or employees highly desired
  • PLC programming experience preferred
  • Demonstrated ability to troubleshoot customer issues and quickly devise solution
  • Outstanding customer service skills are critical for success in this role
  • Experience in reproducing a customer problem, isolating cause, and driving resolution
  • In-depth technical, application and domain knowledge
  • Familiarity with National Electric Code (NEC and NFPA 79)
77

Technical Support Engineer Resume Examples & Samples

  • Troubleshoots topologies, hardware, software, transmission and signaling links and protocols
  • Performs network problem resolution
  • Develops and implements network enhancements and makes recommendations for improvement
  • Works on projects/ systems/issues of medium to high complexity surrounding network planning, configuration and optimization
  • Handles escalated trouble calls and work closely with engineering, field technicians, and third party vendors to resolve service issues
  • Validates problem descriptions and perform detailed problem diagnosis; track and update problems in trouble ticketing system
  • Develops problem resolution procedures required to meet serviceability requirements
  • Strong understanding of IP network fundamentals
  • Proficient knowledge of multicast routing technologies
  • Advanced knowledge in local and wide area networking communications
  • Ability to utilize packet analysis tools and be proficient at reading network packet streams
  • Advanced knowledge of hardware, network operating systems and troubleshooting skills
  • Advanced knowledge of Switching and Routing Architectures
  • Ability to analyze network design, architecture, protocols, topology, configuration and provisioning platforms
  • Proficient knowledge of support systems for network management and element management systems
  • Bachelor’s Degree in a technological field of study and 5 years Network implementation and support experience. Additional 1 year of experience can be substituted for each year of schooling
  • CCNA certification required. CCNP preferred
78

Technical Support Engineer Resume Examples & Samples

  • Understands and describes Networked A/V (NAV) system, to include: control, signal management, and networking theory
  • Works on projects/ systems/issues of medium to high complexity surrounding programming, configuration and networking
  • Actively support all efforts to simplify and enhance the customer experience
  • Bachelor’s Degree in a technological field of study
  • 5+ years computer programming experience
  • Proficient knowledge of Javascript programming
  • Possesses a minimum of one industry foundational certification (CTS, CCNA, Sec+ etc)
  • A/V control programming experience preferred to include AMX and Crestron
79

Technical Support Engineer Resume Examples & Samples

  • Provide proactive and reactive support to all external customers on Enterprise level Web Protection product
  • Provide overall escalation management and technical solutions when issues are reported to them, including but not limited to,
  • 1 year of experience in customer care/customer support for the following areas
  • Possess an Associate’s Degree or higher i.e.: Bachelor Degree in Computer Science, Security, or related field
  • Advanced writing and verbal skills
  • Self-motivated (takes initiative)
  • Basic experience with programming/scripting
  • Basic experience with routers, switches, proxies, or firewalls
  • Network or security related certifications desirable
80

Technical Support Engineer Resume Examples & Samples

  • Strong understanding of Microsoft Windows / UNIX operating systems
  • Knowledge of Network Security, switching, routing/routing protocols, IP, Firewalls, VPN's
  • Good SQL skills (advantage)
81

Technical Support Engineer Resume Examples & Samples

  • Provide proactive and reactive support to all external customers on Enterprise level Network Security products
  • Provide overall escalation management and technical solutions when issues are reported to them, including but not limited to, review of open issues on a daily basis, updating our customers on the status of their escalated cases, and assisting in the reproduction of issues
  • Provide proactive troubleshooting assistance to your specific product
  • Record and document all issues related to customers both internal and external Conference call availability to resolve product issues
  • Log all testing, troubleshooting and research done in process of resolution
  • Responsible for Customer and Internal Updates
  • Produce articles for submission into knowledge base and Best Practice series on public facing community
  • Maintain a high level of knowledge and professionalism
  • Creation of product troubleshooting guides to assist support teams
  • Provide effective and timely communication to support teams
  • Document issues within the call tracking system
  • Maintain a current level of knowledge on McAfee products and new vulnerabilities and/or threats
  • Be available and accessible to fellow co-workers
  • Maintain a friendly, open, approachable, positive attitude
  • You must possess a Bachelor Degree in Computer Science, Security, or related field
82

Technical Support Engineer Resume Examples & Samples

  • Knowledge needed to perform this job
  • Experience with UNIX & Linux Operating Systems
  • Strong understanding of networking - routers, switches and knowledge of TCP/IP, DNS, HTTP/HTTPS, LDAP
  • Basic level knowledge of databases (SQL) and LDAP services
  • Basic level knowledge of security, commands and tools like nslookup, traceroute, ping, wireshark, tcpdump, netstat
  • Basic experience with programming/scripting is desirable
  • Skills needed to perform this job
  • Ability to communicate at multiple levels with customers (i.e. technical / management)
  • Required level of education in specific areas of study
  • Knowledge or experience in Cloud (Amazon AWS etc.) is a plus
  • TOEIC 750+ or above as English skill
  • Native level Japanese and understanding of the Japanese culture is required
  • Minimum number of years of relevant experience
  • 3 to 5 years of support experience
  • 3 to 5 years of network products/environment experience
83

Technical Support Engineer Resume Examples & Samples

  • Review drawings for makeability; collaborate with production/engineering/cost accounting on possibilities and limitations
  • Review of specifications and note PPG/CMC exceptions to specs and pass on to Doc. Control and customer
  • Some drawing creation or re-creation needed for 2 and 3 dimensional absorbers (using either CAD, and/or Solidworks, and/or Catia, abilities)
  • Cost Build-ups of custom products and high volume standard product opportunities
  • Interface with QC/Production/Engineering/Document Control on challenges/projects/opportunities
  • Part number standardization and maintenance of other information relating to custom jobs/product classification
  • Help to manage the RMA process
  • Support customers with their needs and questions in a timely manner
  • Participate in technical discussions internally and externally as needed
  • Approval of custom or non-standard orders
  • Some Customer service with a focus on technical support (electrical and mechanical) of the product
84

Technical Support Engineer Resume Examples & Samples

  • Interact with SolarCity customers via phone and e-mail to address problems with solar power systems and SolarGuard
  • Dispatch Field Service Technicians to correct issues and support them in troubleshooting solar power systems and proprietary wireless monitoring equipment
  • Contribute to improvements in SolarCity’s customer service and monitoring platforms
  • Strong understanding of TCP/IP networking concepts, and practical experience with home network construction and troubleshooting, particularly wireless technologies
  • Understanding of a technical support environment and processes, including ability to document case histories clearly, accurately and with detail. Ability to prioritize workflows effectively according to multiple criteria
  • Experience with CRM systems, mobile case/ticketing systems, bug tracking systems
  • Personal skills suitable for frequent direct contact with non-technical customers in technical troubleshooting scenarios
  • A positive, friendly manner on the phone and in writing is essential, as well as patience and the ability to instruct and inform during the course of troubleshooting
  • Ability to independently make decisions and solve problems with limited direction
  • Proficiency with productivity, documentation and database tools (MS Office, Mediawiki, MS SQL) is valuable; experience with web development and general programming ability is a plus
  • Bachelor's degree in a technical or science field, or Associates degree in Electrical (or other) Engineering, Physics, Computer Science, or other relevant field
85

Technical Support Engineer Resume Examples & Samples

  • Excellent diagnostics capabilities and troubleshooting skills, having an logical and analytical mind and personality and capable of working within a team and under high-pressure
  • Must possess a Bachelor/College Degree in Engineering, preferably in the field of Electrical, Electronics, Communications, and Mechanical
  • Experience in Solar Industry is a big advantage
  • Power and/or electrical systems knowledge is required
  • Fresh graduates are welcome to apply, although experience in a call-center/support role is an advantage
  • CRM Software experience is a plus
86

Technical Support Engineer Resume Examples & Samples

  • Interacting with customers, providing support through email, phone and remote access systems
  • Solving problems, helping customers be successful, and improving our product quality
  • Creating Solutions, procedures, and technical notes to share your knowledge
  • Helping others master the new features and capabilities of a rapidly evolving technology
87

Technical Support Engineer Resume Examples & Samples

  • Provide advanced support on access control and video systems
  • Assist in product testing and evaluations of fire alarm equipment
  • Interface with data departments regarding downloader’s software and data communications
  • Provide Mastermind signal interpretations to field technicians
88

Technical Support Engineer Resume Examples & Samples

  • Provide consultative and engineering field support for installed air compressor units, troubleshooting mechanical and controls questions including performance evaluation, parts interpretations
  • The position regularly deals with resolution of field issues which deals with mechanical and control phenomenon requiring thorough review and data interpretation
  • The position requires respect of and sound working relationships with field personnel, field service management, internal engineering and manufacturing
  • Conduct parts inspection, new, repaired or damaged condition
  • Advisor to the Warranty team on claims related to Centac or Large Reciprocating compressors
  • Participate on New Product Development or Value Added and Value Engineering projects
  • Provide after-hours customer support on a rotational basis [Including weekends] via cell phone plus laptop to access systems
  • The individual may be required to travel both domestically and internationally to investigate and evaluate customer site related issues in support of field personnel
  • Conduct Centac training classes when required
  • BS Degree in Engineering (Preferred)
  • At least 5 years of experience in a technical support role or a field technician role
  • Excellent customer service skills to meet the needs of both internal and external customers
  • Able to work regularly, independently and in a team environment
  • Competent analytical thinker, learner and make rational decisions
  • Basic knowledge on compressor performance in particular centrifugal air compressors
  • Basic Electrical and Controls knowledge. Should be able to read electrical schematic and process and instrumentation diagrams
  • Basic knowledge on electric motors, steam turbines and engine drives
  • Basic skill set in the use of measuring instruments, dial indicators, micrometers
  • Good computer skill set
  • Technical writing skills are required
89

Technical Support Engineer Resume Examples & Samples

  • BS/University Degree in Computer Science/Engineering. Masters/PhD or similar education/working experience
  • 1 - 2 years experience in engineering, systems administration, engineering support or consulting
  • Fluent German and good English phone and writing skills are required
  • Experience with UNIX shell scripting, Perl, Java
  • In depth knowledge of HTTP, DNS, network routing, common network protocols (TCP/IP) and tools (ping, traceroute)
  • Familiarity with the following: J2EE or .NET, XML Webservices, Databases and Webserver administration
  • Must be able to resolve complex, highly technical issues; creative and able to 'think-out-of-the-box', propose and implement new Solutions for customers
  • Strong team players who enjoy working in a fast paced team atmosphere
90

Technical Support Engineer Resume Examples & Samples

  • Provide Tier 2 support to customers
  • Provide troubleshooting and technical support via phone, web based tools and email
  • Handles problem escalations from Tier 1 support engineers
  • Ability to write native code
  • Trains and coaches Tier 1 Technical Support Engineers
  • Develop and/or test modules, wrappers and other extensions to the Titanium+ platform
  • Constantly improve Write code samples, articles and tutorials for developers that demonstrate best practices and workarounds for common issues
  • Log bugs for engineering team
  • Safeguarding Axway and
  • Experience using Titanium
  • TMAD certified
  • 3+ years experience in a technical support organization
  • 3+ years in programming in Javascript and Sequel
  • 3+ years with native code experience
  • 3+ years in web development or mobile application development
91

Technical Support Engineer Resume Examples & Samples

  • Common sense. It is extremely uncommon these days, so we are more than happy to meet you, should you have it
  • Linux and UNIX knowledge(You will be surprised by the number of flavours). You should not be afraid to work with terminals and feel comfortable not holding a mouse for long time(granted one is even present)
  • Experience in TCP/IP networks - both building and troubleshooting
  • Knowledge of transfer protocols and how they work. HTTP, FTP, SFTP, SMTP, AS2, you name it. There are a few that we dare-not-name too
  • English language. Excellent verbal and written skills are necessary. As the official communication language in Axway is English - that will be the language you will be using in 90% of your time around the office
  • MS Windows Server administration
  • Last but not least - the ability to absorb and articulate new knowledge in a way that customers can understand
92

Technical Support Engineer Resume Examples & Samples

  • Resolve customer problems via telephone, email or remote access
  • Maintain customer loyalty through integrity and accountability
  • Escalate cases to management when customer satisfaction comes into question
  • Escalate cases to the engineering team when the problem is beyond the scope of technical support or falls out of the support team’s expertise
  • Maintain control and management of the overall resolution for any escalated case, even when cross-functional groups are involved
  • Leverage internal technical expertise, including development engineers, knowledge base, and other internal tools to provide the most effective solutions to customer issues
  • Create knowledge base content to capture new learning for re-use throughout the company and user base
  • Participate in technical communications within the team to share best practices and learn about new technologies and other ecosystem applications
  • Participate in the on-call rotation with other Technical Support Engineers
  • Actively participate in the Hadoop community to assist with generic support issues
  • Learn as much about Hadoop as you can!
93

Technical Support Engineer Resume Examples & Samples

  • Should have advanced working knowledge of Oracle (Skills-PL/SQL, SQL)
  • UNIX knowledge and expertise
  • Working knowledge of high availability, high throughput, real time, mission critical system
  • Working knowledge of TCP/IP protocol, network topology (switch load balancer, router)
  • Working knowledge of GPRS, DIAMETER protocol, SGSN OR GGSN etc
  • Experience with shell or perl scripting is required
  • Knowledge of any Telecom Billing systems is mandatory
  • Detail oriented, good analytical and problem solving skills
  • Excellent English communication skills, written and oral
  • Highly motivated, goal-oriented and well-organized– “towin” orientation
  • Exemplary team-player and team leading capabilities
  • Flexible to work in the shifts
  • Readiness to travel for extended period of time
  • Graduate or Post Graduate Degree in Engineering/Science
  • 2-6 years of experience
94

Technical Support Engineer Resume Examples & Samples

  • Manage highly visible, global and strategic support cases, and ensure 100% customer satisfaction by providing prompt and complete resolution to technical challenges and business issues
  • Empower the greater Salesforce community and share best practices with team members by creating and improving knowledge base materials
  • 3 years of prior experience in Technical Support, a helpdesk environment, or as a Salesforce administrator
  • Excellent written and verbal communication skills, with an ability to empathize with customers with varying levels of technical ability
  • Detailed, organized and results oriented, with a strong level of attention to detail
  • Ability to effectively prioritize and escalate customer issues as required, as well as being able to multi-task and perform effectively under pressure
  • Salesforce Administrator (ADM201), Advanced Administrator (ADM311) or Developer/ Platform App Builder (DEV401) Certification
  • Completed Salesforce Trailhead Badges
95

Technical Support Engineer Resume Examples & Samples

  • Engineers customer orders including detailed review of layout and application of equipment, wiring and schematic development, component selection, and verification of applicable codes and standards
  • Reconciles pricing and lead time requests of incoming orders, using information supplied through Bid Manager, Vista and other communications from field sales and/or channel partners. Verifies that the plant's manufacturing capabilities can support lead-time requests
  • Verifies that complete and accurate order entry information has been received from field sales and/or channel partners on incoming switchboard orders. Responsible for communicating to and following up through appropriate channels on any discrepancies and facilitating efficient downstream order processing. Supports field sales and channel partners on post order entry issues
  • Prepares Manufacturing Information (MI) for less complex switchboard configurations, utilizing MI Manager, AutoCAD, and Plant Order Manager as required
  • Provides input to the Bid-Man development team on design and pick table enhancements that help minimize front-end cycle time and improve Quality
  • Provides input to P&S MEDD department on new product application needs and designs as well as design refinements
  • Interface with customers, channel partners, Field-Sales, and EatonCare through participation in plant visits, training support and customer events
  • Schedule orders for production. Reconcile customer requested ship dates with product line standard lead times and manufacturing capacity. Utilize AS400 programs (OMS and Allocation System) as well as Microsoft Excel to accomplish scheduling
  • Request and verify information for order release and processing
  • Perform rescheduling duties and advise AWSD to field sales/EatonCare/channel partner or end use customers as required
  • Retrieve, match, and route order change notice information
  • Expedite and follow critical orders
  • Maintain order files in the computer and be familiar with computer based information as it relates to customer schedule and dates. Execute order management functions using VISTA, Order Management System (OMS), AS-400 and Bid Manager computer systems
  • Process and follow ship shorts
  • Expedite material shortage requirements with Supply Chain Department
  • Facilitate corrective action process for in-process orders as required to minimize impact on customer promise dates
  • Bachelor’s degree in Engineering from an accredited institution
  • Authorized to work in the US without company sponsorship
  • Position does not have relocation. Candidate must reside within a 50 mile radius of Sumter, SC facility
  • Minimum 5 years of experience in assembly operations or manufacturing operations
  • Experience with MRP/ERP Systems
  • Minimum 3 years of experience with Eaton systems: VISTA, Bid Manager, AS-400, ENOVIA & DMM
  • Comprehension of basic electricity
  • Demonstrated proficiency in Microsoft Office (Outlook, Word, Excel & PowerPoint)
  • Demonstrated technical and application knowledge of switchboards
  • Demonstrated proficiency in verbal & written communications, organizational & computer skills
96

Technical Support Engineer Resume Examples & Samples

  • Minimum Qualifications
  • BSEE, BSEET, BSME, BSIE, BSCS or other engineering degree and 2+ years experience designing, developing and troubleshooting Automation Control systems using Rockwell Automation Products
  • Understanding of Rockwell Automation Controllers including but not limited to SLC. Micrologix, Compactlogix and Controllogix processors
  • Great communications skills. Able to work with novice to very experienced engineers. Good typing skills. Must be able to work independently
97

Technical Support Engineer Resume Examples & Samples

  • Typically responds to situations as McKesson's first-line product support to isolate or fix problems in software; may be second-line of support in some areas
  • Reports design, reliability & maintenance problems or bugs to software engineering/ design engineering, offering and/or soliciting input
  • Provides support to customers/users where the product is highly complex or technical in nature
  • Explains & interprets technical ideas or processes to various groups or levels within the organization
  • Applies customer service skills & relevant competencies (e.g., communication) in working with internal & external customers
  • At certain levels, may create knowledge-based content
  • At certain levels, may create troubleshooting tools -May be involved in customer installation & training
  • Good understanding of TCP/IP, OSI layers, and basic network troubleshooting
  • Detailed knowledge of the diagnosis, repair and debugging of software and computer systems
  • Flexible schedule to allow for pager rotation
  • Ability to quickly learn new, complex technologies
  • Healthcare industry experience a Plus
98

Technical Support Engineer Resume Examples & Samples

  • Expert troubleshooting and reasoning skills
  • Demonstrate experience troubleshooting - DNS, IP Networking, Firewall, SMTP, HTTPS, Load Balancers, ActiveSync, Email
  • Bachelor degree in Computer Science or related technical field or equivalent work experience
  • Cisco Certified Network Associate or Equivalent
  • Knowledge of administering LDAP servers
  • Database Experience - SQL Queries
99

Technical Support Engineer Resume Examples & Samples

  • Provide knowledgeable technical support to the Customer Call Centre and In-Site forum with fast response times to issues and increased accountability. This includes providing technical responses to customer inquiries and providing ‘on-call’ services
  • Deliver field support activities including FCB implementation and troubleshooting where necessary
  • Scheduling and performing site visits to assist customer in resolving technical issues. Attend customer interface meetings when and if requested
  • Maintain and update technical information for upgrade projects
  • Ensures configuration management is maintained consistency across projects
  • Monitors/audits the testing process and ensures adequate and thorough testing is being planned and performed on all upgrade projects and maintenance contracts
  • Support and provide technical input to Safety Committee on completed projects
  • Support and provide technical input to customers on Thales’ ‘In-Site’ Forum
  • Responsible for ensuring that all safety issues related to work performed are implemented as per company’s applicable safety processes and procedures
  • B.Sc. in Engineering, or equivalent work experience
  • 3+ years in site management experience
  • Experience in delivering field support activities during upgrades in maintenance phase of a project
  • Experience providing technical responses to customer inquiries and providing ‘on-call’ services
  • Excellent knowledge of transit industry. Comprehensive knowledge/experience with Thales products will make you an ideal candidate
  • Customer service and marketing/sales experience
  • Excellent communication and inter-personal skills
  • Enjoys working with people and has an outgoing approach
  • Proven management and supervisory skills
  • Understanding of commercial aspects (schedule and budgets) of project management
100

Technical Support Engineer Resume Examples & Samples

  • Always leverage the technical expertise in order to provide efficient technical support
  • Provide technical support to Business Partners certified experts (ACSE)
  • Resolve customer issues escalated by Alcatel-Lucent’s L1 & L2 support center related to Alcatel-Lucent’s IP Networking product range (switch/router/WLAN) with sometimes direct assistance on customer site in case of urgent need
  • Escalate technical product issues to engineering (R&D based in California)
  • Participate in the design of technical bulletins, installation and Trouble Shooting Guides and Frequent Asked Questions (FAQ) development
  • Contribute to the improvement of the product: serviceability, maintainability aspects
  • Control the software quality from R&D and get knowledge on the new products or features
  • Manage consciously customer technical sensitive issues follow-up with the sense of the priority and the positive communication
  • Active participation to “engineering rules” definition, elaboration & writing
  • BA/BS in Computer Science or related technical field or equivalent practical experience
  • Experience working with network fundamentals (TCP/IP, ARP, IP Tables, routing)
  • Technical troubleshooting with leadership and crisis management skills
  • 5 years of relevant work experience in data networking environment
  • Experience leading short projects involving outside teams
  • Data Center technologies including Storage Area Networks (SAN), virtualization (VMWare)
  • UNIX systems with scripting skills in Shell, Python
  • Traffic generator and traffic analyzer, like Ixia and Wireshark
  • Excellent analytical skills, coupled with a strong sense of ownership, urgency and drive
101

Technical Support Engineer Resume Examples & Samples

  • Support the Project Plan, Project Managers and customers during execution of SFAT, PFAT, FAT and SAT with instrumentation, electrical and mechanical assistance
  • Provide troubleshooting assistance and root cause analysis during FAT and SAT
  • Oversee electrical, mechanical and software contractors working on skids in
  • not an Automation role
102

Technical Support Engineer Resume Examples & Samples

  • Active participant in the customer support center, handling phone and email queues to assist customers with technical issues on the product, inclusive of ability to troubleshoot, duplicate and create workaround to achieve high levels of customer satisfaction and success
  • Document and report on the status of major issues, tech center operational status, etc
  • Manage the RMA processes ensuring equipment is being delivered to the customer and returned hardware is sent from the customer location to Gigamon
  • Work collaboratively with the overall Support Organization in driving Support team process improvements and initiatives
  • Work with other organizations to convey customer concerns and requirements to be a champion for the customer in providing a timely problem resolution
  • 1-4 Years of Technical Services experience in the networking space
  • Strong operating and troubleshooting knowledge across both L2 and L3 technologies such as: Ethernet, TCP/IP, Routing Protocols (OSPF), Switching technologies (VLAN/ Trunking), Stacking, QoS, Spanning Tree (STP, RSTP) and Test Equipment such as Spirent or IXIA
  • Possess excellent listening and people management skills
  • Must be willing to learn new skills, be a self-started and team player
103

Technical Support Engineer Resume Examples & Samples

  • Minimum 3 years of experience in the relevant market
  • Strong commitment to satisfy customer’s expectations
  • Good ability to execute strategies promptly and effectively with direct improvement to the business
  • Good speaking skills in English
  • Good read and written communication skills in English and Chinese
  • Self-motivated and have ability to work independently
  • Strong willingness to work a flexible schedule and regular travel
104

Technical Support Engineer Resume Examples & Samples

  • Capture and tracking of customer issues through CRM tool Sales Force
  • Degree or relevant Education in a technical related field, i.e. avionics, electronics, aviation plus minimum 5 years experience in the aerospace industry with emphasis on avionic systems will be considered
  • Minimum 3 years experience in the aerospace industry with emphasis on avionics maintenance, interface and troubleshooting on Business Jets and related systems
  • Minimum 1 year of experience working with Installation Manuals, Maintenance Manuals, Component Maintenance Manuals, Service Bulletins, Service Information Letters, and other technical publications is required
  • Experience with Satcom, High Speed Data, Cabin Management Systems, FMS and Primus/Primus Epic Systems is preferred
  • Demonstrate flexibility and resilience, including the ability to influence others in a time sensitive and demanding environment
  • Ability to make sound business decisions and take quick actions to execute
  • Ability to work collaboratively with multiple Honeywell entities by developing and maintaining effective relationships
  • Working knowledge of export requirements and/or government regulations is a plus
  • Ability to effectively handle a wide range of customers' needs and requirements with care and professionalism at all times
  • Demonstrated ability to work in a changing environment is strongly preferred
  • Great grasp and passion for customer service
  • Possess a "privilege to serve" attitude
  • True global mindset and being very comfortable working within a global team
105

Technical Support Engineer Resume Examples & Samples

  • Degree in Telecommunications, Computer Science, Electronic engineering or similar
  • Minimum 1 year of experience in Customer Technical Support (Hardware /Software)
  • Background in Communications systems / Previous knowledge of mobile telecoms', including Tetra, LTE, UMTS/GSM beneficial
  • Ideally having previous experience in software engineering/network devices and network planning/optimization/protocol analysis
  • Hands on engineer with the experience and diligence to work on their own, within a team and closely with other stakeholders to deliver high quality solutions
  • An ability to deliver against challenging deadlines with a flexible approach to the demands of the role
  • Strong technically, with an intellectual capacity to add to and develop department knowledgebase and innovations
  • Team player who is ambitious and an enthusiastic self-starter
  • Attention to detail and willingness to be ‘hands on'
  • Positive and enthusiastic, whilst creative and focused on delivery
  • Open and direct communication with excellent oral and written communication skills
106

Technical Support Engineer Resume Examples & Samples

  • In depth knowledge of querying database structure and tables
  • Advanced knowledge of Windows servers, work stations and networking environments
  • Ability to communicate complex ideas in an understandable manner
  • Independent, Self-starter
  • Working knowledge of the diagnosis, repair & debugging of software & computer systems -Working knowledge of BU¿s products -Awareness of the level where they are able to interact with other McKesson BU¿s as needed or required -Working knowledge of technical language -Familiarity with writing articles for knowledgebase & technical article creation
107

Technical Support Engineer Resume Examples & Samples

  • Client focused approach to work
  • A flexible attitude with respect to work assignments and new learning
  • Ability to manage multiple and varied tasks with enthusiasm and prioritise workload with attention to detail
  • Possesses the ability to organize information, prioritize workload and tasks in a timely manner
  • Possesses an understanding of supporting Java web applications
  • Possesses a good understanding of software development languages and tools such as Jscript, VBScript, XML and SQL. TIBCO and Informatica is desired but not required
  • Knowledge of relational databases, preferably Oracle, SQL Server
  • Ability to prioritize work, mulit-task and meet deadlines
  • Ability to work and communicate in a project team environment
  • Some knowledge of clinical data management process for FDA regulated companies is a plus. Familiarity with FDA regulations such as 21 CFR Part 11 and GxP desirable
  • Ability to manage a wide range of projects or high priority issues at any one time
  • Ability to work independently on all but a few issues, using initiative as necessary. Can guide and influence others, suggesting solutions and coordinating efforts
  • A sound working knowledge of written and spoken English is required to ensure full communication within project teams and complete understanding of project specifications, test plans and other project documentation
  • Relevant technical support and client focused experience
  • Experience of working in a level 2 or level 3 technical support role or equivalent within a customer service environment
  • Experience with ITIL
  • Experience of providing a positive, memorable and meaningful service to internal and external customers
108

Technical Support Engineer Resume Examples & Samples

  • Work as a backup resource in the level 2 of Support-Line and On-Site service
  • Solve complains relating to the product technical problems for CCRP system
  • Manage the process of translating the training material of the product
  • Check and keep tracking of software compatibility (ACS880, AC580, Machinery Drives, motion control and PLC, Control panel...etc)
  • Warranty policy and special/urgent cases handling with service team
  • Maintain high level of product technical knowledge
  • 2 Bachelor degree or above
  • 3 Industry automation, electrical & electronics engineering and motion control background
  • 4 Communication skill is a preferable
  • 5 Fluent English, both in writing and oral
  • 6 Frequently business travel
109

Technical Support Engineer Resume Examples & Samples

  • Analyses technical problems which are reported via phone, e-mail or internet by customers, partners or customer service engineers
  • Provides feedback to the service requester on the status of the problem, corrective actions taken and anticipated resolution time and estimated cost
  • Resolves issues through ordering the necessary resources, both material and labor, after verifying technical compatibility, logistical possibilities and required competencies
  • Detect quality issues and forward all relevant information to the appropriate escalation channel
  • Provides information to the rest of the organization in case of escalation
  • Reviews result of corrective actions
  • In some cases, performs scheduled/emergency on-site service repairs and be on stand-by via telephone on weekend days
110

Technical Support Engineer Resume Examples & Samples

  • Work directly with customers and internal users to provide solutions for Syncade applications
  • Troubleshoot and develop technical solutions for support issues related to Syncade software, hardware setup, and configuration
  • Develop workaround solutions for issues related to software faults
  • Diagnose and troubleshoot support issues on live production environments
  • Provide inputs to Technology on software faults and inputs to Marketing on customer proposed enhancements to Syncade applications
  • Administration activities of Syncade Support Site
  • Create reports for customer specific Syncade support data
  • Generate and review training materials for future Syncade support trainees
  • Assist Syncade Technology with software testing activities
  • Experience with Windows Server 2008/2012 and SQL 2008/2012/2014 preferred
  • Experience with computer programming and/or database querying preferred
  • Relevant MES (Manufacturing Execution System) experience preferred
  • Competent in English communication (written and spoken)
111

Technical Support Engineer Resume Examples & Samples

  • Work with PMC Team to ensure collection of product material content for a variety of Raytheon programs
  • Ensure proper data formatting, manipulation and integration to maintain the integrity of the information housed within the PTC Windchill environment
  • Perform required data analysis and generate reports for programs regarding the status of the product’s material content
  • Interfacing with materials engineering leads and mechanical designers for programs requiring WPA support
  • Work in cooperation with the IDS Product Materials Content (PMC) Team
  • Experience with Excel
  • Experience working with digital data retrieval and databases
  • Experience with Microsoft Word/PowerPoint
  • Familiarity with PTC Windchill PDM and/or Windchill Product Analytics
  • Working knowledge of Microsoft SharePoint/OneNote
  • Familiarity with database programs such as SQL
  • Familiarity with materials, processes and/or chemistry
  • Familiarity with xml
112

Technical Support Engineer Resume Examples & Samples

  • Spray application of aerospace coatings, including surface preparation and fill/fair operations
  • Formulation, mixing and application of highly-filled specialty aerospace coatings
  • Performance of RF measurements to characterize material properties and performance
  • Composites layup and fabrication, and adhesive bonding
  • Prototype fabrication and assembly
  • Basic proficiency with Microsoft Office tools (Word, Excel, Powerpoint)
  • Ability to obtain and maintain a DoD Secret Security Clearance
  • Demonstrated ability to perform data organization and analysis using Excel
  • Technical report writing proficiency
  • Technical presentation experience
  • Ability to participate and make contributions in technical internal and customer meetings
  • Ability to perform and organize multiple tasks being performed concurrently
  • Possess a DoD Secret Security Clearance
113

Technical Support Engineer Resume Examples & Samples

  • Utilizing preliminary sketches, diagrams, and other engineering information to generate 3-D design models and/or conceptual layouts
  • Executing the detail design, and working with leads, or leading the completion of the documentation for unique mechanical subsystems
  • Investigating pertinent design factors such as ease of manufacture, availability of materials and equipment, interchangeability, replaceability, strength-weight efficiency, and contractual specifications, requirements and cost. Coordinating with other organizations affected by design development
  • Self-check completed layouts and drawings for clarity, completeness, conformity to standards, procedures, specifications, and accuracy of calculations and dimensioning
  • 2+ years demonstrated experience in developing mechanical documentation
  • Knowledge of and experience with mechanical design applications and fabrication processes
  • CAD experience using CREO (Pro/E Wildfire) or equivalent 3D CAD software
  • Demonstrated experience with applying Geometric Dimensioning and Tolerancing per ASME Y14.5M-1994
  • Confirmed understanding of the general requirements of Technical Data Packages (TDPs) and Associated Lists per MIL-STD-31000
  • Experience with CADDS V (CV)
  • Experience with Windchill 10.0 PDMLink or equivalent configuration management system
  • Associates in Mechanical Engineering Technology or equivalent (each two years of related experience can substitute for one year of education)
114

Technical Support Engineer Resume Examples & Samples

  • Experience with/understanding of web design technologies
  • Experience with/understanding of Destiny Enterprise system
  • Expertise with Linux/PhP/Apache/MySQL/Postgresql software packages
  • Expert knowledge of Windows, Microsoft Office and Adobe software packages
  • Expert communication skills – both written and oral
  • Understanding and correct usage of IT technical vocabulary
  • Experience providing end-user training
  • Previous experience in IT-related job function
  • Database creation, entry and reporting capabilities
  • Calendar/Evaluation Database System – modification/maintenance
  • Modification/maintenance of evaluation forms
  • Calendar updates (daily)
  • Social media expertise
  • Understanding of Social Media/Web analytics
  • Network maintenance/modification/upgrades
  • Software maintenance/loading/upgrades
  • Backup DreamSpark/Adobe liaison
  • Required to maintain professional/technical knowledge by attending professional workshops and establishing personal/professional networks
  • Ability to receive constructive feedback
  • Positive experience working with clients
  • Scheduling capabilities
  • Instructor/CCE database – modification/maintenance
  • Course Brochure Prep – scheduling/Destiny entries
  • Backup for
  • Lab support
  • DreamSpark/Adobe liaison
  • Instruction of TTS courses
115

Technical Support Engineer Resume Examples & Samples

  • Be the first point of contact for customer calls and emails
  • Confirm the client is under contract, incident details and contact information
  • Review ticket history for immediate resolutions to incident
  • Dispatch and coordinate incidents to correct focus group
116

Technical Support Engineer Resume Examples & Samples

  • Be a subject matter expert in Marketo technology and apply it to Marketo customers’ business processes
  • Perform problem characterization, reproduction, diagnosis, and root cause analysis
  • Configure customer systems to meet requirements
  • Knowledge of diagnosing and resolving problems in complex software environment
  • Solid communications skills (written, and verbal) and ability to interact effectively with all levels of professional staff. Ability to communicate effectively with customers
  • A tremendous attitude and desire to be part of a growing team
  • 2 years of progressive experience diagnosing and resolving problems in complex software environment
117

Technical Support Engineer Resume Examples & Samples

  • Be a subject matter expert in Marketo technology and apply it toMarketo customers’ business processes
  • A passion for challenges and helping
  • Excellent problem-solving skills and ability to navigate challenging situations in a professional manner
  • At least 2 years of progressive experience diagnosing and resolving problems in complex software environment
  • Superior communications skills (presentation, written, and verbal) and ability to interact effectively with all levels of professional staff. Ability to explain complex concepts simply
  • Experience supporting enterprise software solutions, ideally Marketing Automation, CRM, PRM, or SFA applications a Plus
118

Technical Support Engineer Resume Examples & Samples

  • Skills in troubleshooting, software testing, and debugging
  • Exposure to real-world applications
  • Opportunities to develop your communication, presentation, and leadership skills
  • Opportunities to work closely with other departments across the company to resolve complex problems
119

Technical Support Engineer Resume Examples & Samples

  • Proactively seek to understand customer expectations
  • Answer and resolve support cases based on severity level
  • Own and track customer issues using our ticket tracking system
  • Own all customer facing communications, ensuring the message is concise and professional
  • Shares, and documents knowledge via FAQ / KB articles, which can be internal or customer facing
  • Develops junior support engineers through training, and coaching
  • Manage multiple projects/support cases simultaneously
  • Champion customer issues internally, and represent the company externally
  • Leads large multi participant customer calls, including hot escalations
  • Normally receives little instruction on day-to-day work, general instructions on new assignments
120

Technical Support Engineer Resume Examples & Samples

  • On-boarding new customers to Pure Support
  • Resolve administrative customer requests
  • Maintain install base requirements with customers and their arrays
  • Upgrade customer arrays to latest software version
  • Ensure RMA requests are processed promptly and accurately
  • Triage support cases based on severity level
  • Maintain communications with customers on the progress of their cases
  • All communication should be professional, complete, well-formatted, and consistent with prior communications
  • Applies documented troubleshooting steps to resolve routine issues
  • Notify a Support Manager of critical customer issues
  • Weekend, holiday, and on call duties as required
121

Technical Support Engineer Resume Examples & Samples

  • Take responsibility for generating a positive customer experience
  • Be open and straightforward when communicating with customers, partners and other team members
  • Move quickly to resolve support issues in a timely manner
  • Challenge the status quo though innovative problem solving
  • Be a team player by working collaboratively with other team members and departments
  • Customer Service related certifications are a plus but not required
  • Experience supporting Microsoft Server and Client environments
  • Proficiency supporting multiple versions of Windows
  • Understanding of Windows security settings and utilities
  • Experience supporting mobile clients such as IOS, Android and Windows Mobile on both tablets and smart phones
  • Proficiency supporting several major web browsers such as Internet Explorer, Chrome, Firefox or Safari
  • Programing Experience – preferably in a C++, C# or Java environment
  • Web server software knowledge – preferably IIS or Apache
  • Experience with SQL Server or other DB systems
  • Understanding of Active Directory configurations
  • Familiarity with Citrix Virtualization Platforms
  • Understanding of Windows Local and Domain Group Policies
  • Knowledge of information frameworks such as XML, HTML or ASP.NET
  • Awareness of Web Services open standard protocols such as SOAP, WSDL and UDDI
  • Understanding of ITIL methodologies – certification is a plus
  • Experience in a customer facing software support role
  • LI-BF
122

Technical Support Engineer Resume Examples & Samples

  • Support some of our biggest enterprise customers
  • Troubleshoot all kinds of issues, including all the possible setups and configurations
  • Ensure our customers get the maximum value from our products and subscriptions
  • Interact with our customers over the phone, through online chat, and web-based inquiries about our technology
  • Linux or UNIX system administration experience
  • Advanced troubleshooting and debugging skills
  • Scripting or programming experience is a plus
  • Exceptional approach to customer care
123

Technical Support Engineer Resume Examples & Samples

  • Ensure customers can get the maximum value from and easily use our products and subscriptions
  • Support customers by responding within the designated service-level agreement (SLA) to incoming calls as well as chat and web-based inquiries about our technologies
  • Travel regionally to visit customers as needed
  • 3+ years of Linux or UNIX system administration experience
  • Technical knowledge and experience with the Linux storage and file system
  • Scripting or programming experience in languages like Bash, C, or Python is preferred
  • Ability to deal with rapid change and limited structure
  • Share your knowledge gained from troubleshooting issues by contributing to the global Red Hat knowledge management system
  • Excellent reading and writing skills in English; fluent English language skills are preferred
124

Technical Support Engineer Resume Examples & Samples

  • Partner with the OpenShift Online and OpenShift Origin communities to develop and review patches and test cases
  • Use tools like Curl, Git, Docker, Kubernetes, Strace, and Wireshark to investigate and troubleshoot technical issues
  • Record customer interactions including investigation, troubleshooting, and resolution of issues
  • Work closely with Red Hat development engineering and assist production support engineers and technical account managers
  • Partner with Red Hat strategic cloud partners like Microsoft to jointly solve multi-vendor customer issues
  • Assist in developing comprehensive and reusable self-service solutions for future incidents
  • Bachelor's degree in a technical field; engineering or computer science is preferred
  • Some familiarity with Platform-as-a-Service (PaaS) software or .NET
  • Experience with Linux or UNIX operating system installation, configuration, upgrade, and maintenance
  • Experience working with hosted applications or large-scale application deployments
  • Upstream involvement in open source projects is a plus
125

Technical Support Engineer Resume Examples & Samples

  • Communicate with customers, engineering and development teams, quality assurance teams, and management
  • Monitor, report, and produce bugs, fixes, patches, and RFEs
  • Work closely with junior and senior engineers and developers to write new code, fix and improve code, and provide highly technical solutions to support requests
  • Write patches, provide JBoss updates, and contribute your ideas in an open and collaborative team environment
  • 6+ years of professional JEE platform experience
  • Deep experience with one or several JEE or app server technologies like JMS, Web Services, Servlets, JSP, JDBC, Hibernate, Struts, Teiid, Metametrix, Arquillian, Drools, RichFaces, Tomcat, or Datasources
  • Solid knowledge of the JEE platform and experience with databases and SQL
  • Hands-on experience with application server technologies like JBoss, WebSphere, or WebLogic
  • Solid understanding of Java programming APIs and popular Java frameworks is preferred
  • Good troubleshooting and debugging skills and a passion for problem solving and investigation
  • Ability to learn new open source middleware technologies
  • Clear and effective English communications skills, both verbal and written
  • Bachelor's degree in engineering or computer science is preferred; equivalent experience within the enterprise IT sector will also be considered
126

Technical Support Engineer Resume Examples & Samples

  • Provide a high, detailed level of technical assistance to ensure that our customers get the most out of our Red Hat JBoss Middleware solutions
  • Engage and collaborate with open source developers around the world
  • Offer developer-to-developer assistance for the Red Hat JBoss Middleware suite of solutions
  • Act as the technical point person for a technology of your choosing within the Red Hat JBoss Middleware portfolio
  • Advise customers on JEE architectural design decisions
  • Work with other open source projects to help customers integrate Red Hat solutions with their applications
  • 4+ years of professional J2EE/JEE platform experience
  • Deep experience with one or more JEE/App Server technologies like JMS, Web Services, teiid, metametrix, arquillian, drools, rich faces, JDBC, Servlets, JSP, Tomcat, or Datasources
  • Solid knowledge of the JEE platform
  • Hands-on experience with enterprise application server technologies like Red Hat JBoss Middleware, WebSphere, or WebLogic
  • Solid understanding of Java programming APIs and popular Java frameworks is a plus
  • Great debugging skills and a passion for problem solving and investigation
  • Willingness to learn new open source middleware technologies
  • Very clear and effective written and verbal English communications skills
  • Ability to communicate courteously and effectively with customers, third-party vendors, and Red Hat associates
127

Technical Support Engineer Resume Examples & Samples

  • Use tools like curl, git, Docker, Kubernetes, strace, and Wireshark to investigate and troubleshoot technical issues
  • Record customer interactions, including investigation, troubleshooting, and resolution of issues
  • Work closely with Red Hat development engineering, and assist production support engineers and technical account managers
  • Demonstrate considerable judgment in selecting methods and techniques to obtain solutions
  • Maintain a commitment to providing the best experience possible for Red Hat customers
  • Manage your workload to ensure that all customer issues are handled and resolved in a timely manner
  • Bachelor's degree in a technical field (engineering or computer science is preferred)
  • 5+ years of experience as a support or development engineer for Platform-as-a-Service (PaaS) provider or hosting service
  • 5+ years of experience with Linux or UNIX operating systems
  • Experience working with hosted applications or large scale application deployments
  • Experience with .NET, Azure, Docker, Kubernetes, openvswitch, JBoss, Tomcat, NodeJS, Ruby (web frameworks), or Python (web frameworks)
  • Experience with developer workflows, continuous integration (Jenkins), and continuous deployment paradigms
  • Good understanding of Linux tools, with an emphasis on curl, git, strace, Wireshark
  • Linux operating system installation, configuration, upgrade, and maintenance experience is highly preferred
  • Solid development-level experience with multiple programming languages and experience writing patches or pull requests
  • Upstream involvement in open source projects (patches submitted for upstream inclusion) is a plus
128

Technical Support Engineer Resume Examples & Samples

  • Use tools like curl, git, Docker, Kubernetes, Strace, and Wireshark to investigate and troubleshoot technical issues
  • Work closely with Red Hat Development Engineering and assist production support engineers and technical account managers
  • 4+ years of experience as a support or development engineer for a Platform-as-a-Service (PaaS) provider or hosting service
  • 4+ years of experience with Linux or UNIX operating systems
  • Experience with Docker, Kubernetes, Open vSwitch, JBoss, Tomcat, NodeJS, Ruby (web frameworks), Python (web frameworks), Azure, and .NET
  • Experience with AWS or CloudFoundry is a plus
  • Experience with developer workflows, continuous integration (Jenkins), and continuous deployments paradigms
  • Good understanding of Linux tools with an emphasis on curl, git, Docker, Kubernetes, Strace, and Wireshark
  • Linux operating system installation, configuration, upgrade, and maintenance experience is a major plus
  • Excellent reading and writing skills in English; fluent verbal English skills are preferred
129

Technical Support Engineer Resume Examples & Samples

  • Partner with OpenStack communities to develop and review patches and test cases
  • Use command line tools to diagnose network issues and message queue problems
  • 5+ years of experience as a support or development engineer for virtualization or cloud technologies on Linux
  • Linux operating system installation, configuration, upgrade, and maintenance experience is preferred
  • Solid development-level experience with Python and experience writing patches preferred
  • Experience with tcpdump analysis, OpenvSwitch networking, and MySQL databases
130

Technical Support Engineer Resume Examples & Samples

  • Ensure customers get the maximum value from and easily use our solutions and subscriptions
  • Support customers by responding within the designated service-level agreement (SLA) to incoming calls, as well as chat and web-based inquiries
  • Knowledge or familiarity with Amazon Web Services; VMware vSphere, Azure, Google Cloud experience is an advantage
  • Demonstrated first-rate customer service experience or prior technical support experience; desire to go above and beyond in assisting customers
131

Technical Support Engineer Resume Examples & Samples

  • Own the resolution of customer issues from initial contact through complete customer satisfaction
  • Work with support or product development teams to work around or resolve product issues
  • Proactively stay up to date with the latest technologies related to Red Hat products and the underlying technologies
  • Develop a deep understanding of Red Hat JBoss Middleware
  • Work with developers to identify and resolve more complicated problems
  • Diagnose and fix bugs
  • Work with customer employees and consultants, including business managers, project managers, software engineers, security analysts, data center engineers, and customer NOC
  • Manage assigned product(s) and component(s) by prioritizing open issues for Development
  • Provide issue mentoring and training to the support centers
  • Develop a working knowledge of applicable bug and technical information databases, as well as support debugging tools
  • Passion for learning new open source middleware technologies
  • Excellent verbal and written communication skills in English
  • Solid analytical, interpersonal, communication, and technical writing skills
  • 2+ years experience with Java/JEE technologies like JMS, Web Services, Servlets/JSP, EJB, JDBC, Hibernate, or Tomcat
  • Basic hands-on experience with Red Hat JBoss Enterprise Application platform or any other application server, e.g. WebSphere or WebLogic
  • In-depth knowledge of the Java platform, databases, and SQL
  • Knowledge of software build, patch, and deployment processes and procedures, e.g. automake or autoconf
  • Experience using Linux or UNIX
  • Application development or deployment experience
  • Familiarity with configuration of open source software, e.g. Apache or Tomcat
  • Ability to analyze complex issues and prioritize tasks
  • Availability to occasionally be on call after hours and on weekends
132

Technical Support Engineer Resume Examples & Samples

  • Discover solutions to problems related to authentication and authorization services
  • Help customers configuring SSL/TLS, java security managers, JAAS , SSO using integration protocols like SPNEGO (Kerberos), SAML etc
  • Write test cases in Java for resolving security issues
  • Build in-house replication environments using various LDAP servers, writing test cases for SSL/TLS, configuring Kerberos and SAML, and similar setups to help the customers resolving any issues
  • Learn new technologies and write and publish blogs, whitepapers, and knowledge base articles that push technical knowledge out to our customers and the community
  • Provide high-level technical assistance to ensure that our customers get the most out of Red Hat JBoss Middleware solutions
  • Offer developer-to-developer assistance for the Red Hat JBoss Middleware suite
  • Act as the technical point person for a technology of your choosing within the Red Hat JBoss Middleware portfolio of technologies
  • Production support experience
  • Solid understanding of web security fundamentals for securing hosts, networks, and applications
  • Exposure on JAAS concepts to secure web and the EJB applications
  • Knowledge of common security vulnerabilities, attacks, attack methods, and remediation techniques
  • Exposure on JDK utility keytool or Openssl
  • Good understanding on concepts like running applications under Java security manager
  • Basic LDAP knowledge
  • Desire to learn new open source middleware technologies
  • Clear and effective English communications skills and ability to communicate courteously and effectively with customers, third party vendors, and Red Hat associates
133

Technical Support Engineer Resume Examples & Samples

  • Participate in case review conference calls with customers
  • Technical knowledge and actual experience with the Linux storage and file system
  • Fundamental understanding of the Red Hat Enterprise Linux OpenStack Platform or OpenShift by Red Hat architectures and administration experience across all working components
  • Previous experience with Ceph or Gluster storage is welcome
  • Knowledge or familiarity with Amazon Web Services; VMware vSphere or Azure experience is a plus
  • Prior Red Hat product certification, e.g. Red Hat Certified Engineer (RHCE) or other relevant certifications, is an advantage, as you'll need to be certified within 90 days of your start date
134

Technical Support Engineer Resume Examples & Samples

  • Responding to internal and external issues regarding SAS Risk solutions, including product usage, features, errors, and configuration
  • Writing detailed problem reports for unanswered questions and product defects
  • Researching questions and contacting customers with resolutions
  • Helping detect and report design, reliability, and maintenance problems
  • Reviewing documentation and working on other special projects as needed
  • Experience working with SAS Software
  • At least 3 years of technical consulting, systems engineering, research and development and/or customer support
  • Ability to work with people of varied technical backgrounds
  • Ability to diagnose a broad range of problems
  • Ability to handle multiple high-priority projects concurrently and adapt to changing priorities and deadlines
  • Ability to perform in both team and individual environments
  • Ability to answer user questions through independent study and investigative programming
  • Proven record of handling increasing responsibilities
135

Technical Support Engineer Resume Examples & Samples

  • Respond to requests and queries from customers using Ariba products while ensuring customer satisfaction
  • Develop and maintain technical expertise in assigned areas of product functionality and utilize it effectively to help customers
  • Research, document, and escalate cases according to procedure
  • Work closely with customers and Ariba Engineering on escalated critical issues and ensure they are resolved in the most timely and effective manner possible
  • Customer driven feedback to functional areas in order to influence process/product improvements
  • Actively participate in job related training
  • Author technical documents on common issues and solutions in order to build the knowledge base
  • Develop strong working relationships with other teams across Ariba
  • Positive attitude - Support engineers are required to be respectful, fair, gracious, and knowledgeable
  • 2 years of working experience in a commercial product development, support or consulting environment
  • Experience interfacing with customers and technical support
  • Experience in enterprise software, financial software, ERP systems, or e-Commerce solutions would be an advantage
  • Bachelor's degree with 2+ years of experience
  • Understanding of objected oriented programming (preferably Java)
  • Ability to interpret XML
  • Working knowledge of database primarily with SQL and ability to structure queries
  • Demonstrated ability to take initiative and run new processes in an existing team
136

Technical Support Engineer Resume Examples & Samples

  • Provide direct technical assistance with customers via phone and email
  • Provide internal and external user support for application issues of a technical nature
  • Collaborate with fellow support colleagues and other internal organizations to provide superior customer service
  • Create internal/external content for Ariba’s knowledge base
  • Maintain consistent, regular communication with customers regarding the status of their requests
  • Act as a customer advocate by working directly with customers on high priority issues to deliver timely resolution and capture customer feedback to influence process/product improvements
  • Anticipate customer needs and effectively address concerns related to their issue or resolution
  • Effectively handle difficult customer interactions and challenging customer problems without the need for supervisory intervention; maintains poise and professionalism even with very difficult and demanding customers
  • Ensure that individual performance meets or exceeds department standards
  • Develop strong working relationships with cross-functional teams within Ariba
  • Work with customers to identify and resolve reported system defects
  • Must be available for weekend or evening support as required
  • 2 Years working with a web-based software solution (Ariba Solutions preferred)
  • Experience working with Spend Management Solutions in a support role
  • Experience in Support, Software Development, IT, or Quality Assurance is preferred
  • Bachelor’s Degree with a technical discipline or a minimum of 2 years of experience in Support, Software Development, IT, or Quality Assurance
  • Bachelor’s degree with a technical discipline
  • Strong problem solving, organizational, and analytical skills
  • Strong technical knowledge or expertise in Ariba® solutions
  • Ensure that emergency situations or urgent customer issues are resolved in the most timely and effective manner possible
  • Ability to work well in a fast paced environment
  • Proven ability to manage multiple tasks or projects with changing priorities. Enjoys and thrives on performing multiple tasks and responsibilities at once
  • Strong time management and prioritization skills. Utilize available time efficiently in order to achieve effective and efficient results
  • Strong ability to capture a complete and accurate problem/symptom description of reported issues
  • Ability to successfully troubleshoot and narrow down reported issues, identify root causes, and find creative solutions to effectively address customer concerns
  • Exceptional written and oral communication skills. Strong ability to listen to and work with customers in real-time to resolve issues
  • Can do attitude and team player
  • It is desired that candidates have a working knowledge of one or more of the following concepts/technologies
  • Hands-on experience in one or more databases including Oracle, DB2 or Microsoft SQL Server
  • Experience with Application Servers such as WebLogic or WebSphere
  • Knowledge/experience with one or more Web Servers like Sun One or IIS
  • Working knowledge of Windows, UNIX, Linux based operating systems
  • An understanding of object-oriented methodologies and programming in Java
  • HTML or XML (JavaScript and css)
137

Technical Support Engineer Resume Examples & Samples

  • Candidates should have familiarity with basic tools such as Wireshare, spectrum analyzers, etc
  • Knowledge in Linux (intermediate/expert); not looking for beginners
  • Should be able to describe experiences with troubleshooting complex systems
138

Technical Support Engineer Resume Examples & Samples

  • Provide front line support to Aspect customers in Europe and Africa via the phone, email or with remote access technologies where appropriate
  • Work closely with the advanced team / engineering for escalated issues
  • SQL Server - Versions from 2005 onwards
  • Windows Server and Client - All versions
  • Web Servers - IIS, Apache
  • Java - Web services, Garbage Collection, performance monitoring
  • Linux (any distro)
  • Telephony - VOIP, SIP, E1
139

Technical Support Engineer Resume Examples & Samples

  • Troubleshoot and resolve complex, critical and sensitive support issues
  • Handle customer issues over the telephone on a daily basis
  • Provide customer feedback on their issues as they progress
  • Ensure customer satisfaction through professionalism and swift resolution
  • Recreate problems in house and Provide evidence where bug fixes are required
  • Position Requirements include
  • Advanced administration and troubleshooting skills with either MS Exchange, SharePoint, SQL or Lotus Notes
  • Strong experience with system networking and TCP/IP and DNS
  • Knowledge or experience with SAN and NAS devices
  • Previous experience troubleshooting enterprise environments
  • Experience with UNIX a plus
140

Technical Support Engineer Resume Examples & Samples

  • Provide professional technical support in a timely manner to customers and Value-Added Resellers using SOLIDWORKS computer-aided design (CAD) products
  • Diagnose and solve a wide range of issues, including, but not limited to: software deployment, installation & setup, 3D modeling, mechanical engineering application specific usage, hardware and network
  • Develop workarounds and operating techniques and communicate them to customers and Value-Added Resellers
  • Work cross-functionally with R&D, Quality Assurance, and Product Definition teams to investigate and resolve problems
  • Conduct webinars/support training to Value-Added Reseller support staff to enhance their support skill set
  • Develop and implement knowledge base articles, technical documentation, and other self-help web content
  • Deliver telephone, email, chat, and web-based tools support
  • Possess a strong desire to provide the best experience possible to the customers, be positive, pro-active, and ready to embrace change
  • Master or Ph.D. degree
  • At least one additional language other than English, such as, but not limited to: French, Spanish, Portuguese, German, Dutch, Italian, Russian, Korean, Japanese, Mandarin, Vietnamese, etc
141

Technical Support Engineer Resume Examples & Samples

  • Customer support for all Airborne and Land Mobile Systems as well as Inpho and eCognition modules. By phone and helpdesk
  • Customer cases need to be categorized and in case of reoccurring cases they need to be properly documented and standard answers need to be prepared for usage by colleagues
  • Customer training for all Airborne and Land Mobile Systems as well as Inpho and eCognition modules. To be done either on-site, in-house and online
  • By using standard training material or by preparing new training material aligned to the GeoSpatial standard and making it available to others
  • Assistance in creating training material and user guide lines
  • Assistance in organising of trainings onsite, in-house or online
  • Customer data set benchmarking
  • Assistance of sensor calibration and data processing
  • Assistance in tests of internal/external software
  • Completion of a course of study of: Geodesy, Geo-informatics, Remote Sensing, Surveying, Cartography et cetera
  • Photogrammetric and LIDAR data processing
  • Excellent knowledge in data processing on Windows operating systems
  • Experience with airborne or land mobile LIDAR systems
  • Basic knowledge of computer hardware would be an asset
  • Basic knowledge of surveying instruments and the use thereof
  • Good communication skills, organizing ability, and capacity for teamwork
  • Ability to work under pressure, higher-than-average motivation
  • High disposition of international travelling (~25% of working time)
142

Technical Support Engineer Resume Examples & Samples

  • Analysis, diagnosis and neutralization of problem reports in the customer’s network remotely or on-site
  • Reproduction of customer problems in lab environment (if needed & if possible)
  • Tracking of customer tickets and requesting investigation results for escalated tickets from higher levels of support (TEC, R&D, 3rd party)
  • Lab testing of SW updates and upgrades (remotely or on-site)
  • Installation of SW releases in customer network
  • Supporting introduction of new products or SW releases on customer site
  • Supporting WDM and OTN products such as 1830 PSS and 1626LM
143

Technical Support Engineer Resume Examples & Samples

  • Provide Technical Support for IP Routing product portfolio. IP routers and/or Packet Core, ePC products (2G/3G and LTE packet core nodes)
  • Investigate, analyze and drive problems reported by customer to a closure
  • Travel and work on-site if needed
  • Master degree in telecommunication or information technology
  • Flexible, with positive and creative attitude to change
  • Team player with the ability to work independently
144

Technical Support Engineer Resume Examples & Samples

  • Diagnose and solve customer’s problems remotely
  • If/as necessary, coordinate with relevant product experts - provide information on the incident and work through to satisfactory conclusion
  • Reproduce system Test Specifications, Performance Test Specifications, Test Plans, and other documentation as product recommendation
  • Provide technical experience and information to peers as required
  • Customer Focus, Adaptability, Manage Execution, Foster Open Communication, Search to Learn Continuously
  • Cross-functional and multi-cultural team work
  • Engage in proactive activities to train the customer or to check on the sanity of the network
  • 2-5 year of experience on DSLAM/GPON
  • Basic knowledge of Unix, preferable though not mandatory
145

Technical Support Engineer Resume Examples & Samples

  • Work on specific tasks within a dedicated technical support team, which will have responsibility to support our customers and meet SLA targets for customers
  • Undertake a detailed analysis of reported technical issues to find and apply an appropriate solution
  • To be part of the continual improvement cycle and report any problems internally to the relevant parties so the appropriate improvements can be made
  • Installing application patches and making configuration changes in accordance to our change control processes
  • Periodically providing remote on-call weekend support
  • Recognizing and escalating critical issues according to policy and SLA requirements
  • Managing time efficiently allowing ownership of workload and tasks ensuring the appropriate levels of prioritization are assigned and a timely completion is achieved
  • Gaining an understanding of any new/updated products and services introduced to our systems as we evolve and grow
146

Technical Support Engineer Resume Examples & Samples

  • Troubleshoots customer reported problems, identifies causes of problems, researches and formulates solutions and advises customer of potential solutions, and implements or assists customer with implementing the solutions
  • Supports ABB Applications/Solutions supported platform components
  • Provide consultation, diagnosis, escalation, status reporting and resolution implementation to reported problems
  • Investigate problem situations to determine appropriate method of resolution; identify workarounds or requirement for a software fix to reported problems
  • Enter commands and observes system functions to verify correct system operation
  • Investigate reported problems and defects at a detailed level, to enable developers to easily reproduce and fix software defects
  • Distinguish between reported errors and change requests
  • Ensure customer service level agreements are met
  • Respond to all customer inquiries in a courteous, efficient and timely manner
  • Maintain customer records keeping them correct and up-to-date
  • Respond to customer inquiries concerning systems usage and operations
  • Liaise with Professional Services’ Project Managers to ensure implementation projects receive the necessary support
  • Liaise with colleagues and other teams to resolve issues and drive enhancements requested by the customer
  • Follow up on customer surveys
  • Conduct research and communicate enhancements to software to appropriate departments
  • Identify and document the need for tools to assist in supporting the team and/or the customer
  • Provide updates, status and completion information to manager, problem request tracking system
  • Provide status overviews to management
  • Adhere to departmental customer service standards
  • Ability to take ownership of assigned tasks
  • Is a team player, and has a desire to learn
  • Ability to work under pressure and prioritize workload within tight deadlines
  • Ability to maintain a critical perspective in a work environment that is subject to heavy workloads with multiple priorities, performing multiple tasks simultaneously
  • Leads by example; seeks opportunities and has a positive outlook
  • Excellent diagnostic, debugging, troubleshooting skills
  • Requires a working knowledge of Systems Administration experience on various platforms
  • Requires a working knowledge of relational databases
  • Requires the ability to establish and maintain effective working relationships at all levels within both customer organizations and ABB
  • Must be able to work in a team environment, yet be self-directed, proactive, and action-oriented
  • Excellent writing and presentation skills
  • Requires the ability and willingness to travel
  • Degree in computer science, information systems, software engineering or related field or a combination of education and equivalent experience
  • Web technologies: C# / ASP.net (2.0, 3.0, 3.5, 4.0), HTML/XHTML, JavaScript, CSS
  • Database technologies: Microsoft SQL Server / T-SQL Procedures; Oracle / PL/SQL Procedures
  • Adequate Knowledge on one or more ABB products functionality
  • Tools/Utilities: Microsoft, Outlook, SalesForce, VersionOne, WebEx
147

Technical Support Engineer Resume Examples & Samples

  • Management system; present troubleshooting instructions and solutions to other engineers within the domain
  • Travel regionally to visit customers when needed
  • Technical knowledge and actual experience with CloudForms and/or Ansible
  • Fundamental understanding of the cloud computing components
  • Knowledge or familiarity with Amazon Web Services; VMware vSphere or Azure is a plus
  • Scripting or programming experience in languages like Bash, Ruby or Python is preferred
  • Excellent reading and writing skills in English; good spoken English; fluent English language skills are preferred
148

Technical Support Engineer Resume Examples & Samples

  • Troubleshoot and resolve complex support problems
  • Troubleshoot customer issues using remote desktop software
  • Successfully interact through phone and email with customers as you solve their problems
  • Recreation of problems in house
  • Root Cause Analysis and / or provision of examples of software bug
149

Technical Support Engineer Resume Examples & Samples

  • Generate model numbers, offer alternative recommendations ifcustomer-specified model does not fit the process condition
  • Review orders for technical conformance (such as model validity, calibration ranges, et al)
  • Assures orders are entered properly to communicate requirements toother groups
  • Perform order sizing as needed
  • Ensure correct product leadtime is entered in oracle
  • Update and maintain accurate order status in Oracle and CRM, inclusive of accurate maintenance of date fields for service level and order status reporting
  • Perform Quality Checks (FPY, Inspection Audit Process, et al)
  • Perform accurate and timely (within the goal set by management) order entry into the Oracle system to allow effective performance to meet customer requirements
  • Identifies customer needs through communication and probing
  • Creates solutions to customer problems. Provide sound recommendations to their queries. Provides resolution the first time
  • Assists customers in handling, servicing, follow-up, communication and closure of issues
  • Monitors if transactions are processed in a timely manner to meet customer's expectation
  • Implements error-proofing methods to ensure all transactions done are accurate
  • Monitors team service level and assists in workload distribution
  • Assists colleagues in answering general escalations from customers
  • Adheres to shift schedules and attendance expectations to ensure consistent support to customers and a balanced workload for peers
  • Coordinates with other teams/support to complete the request of customers
  • Records and submits weekly reports such as utilization tracker,accuracy reports, transaction monitoring sheet, Pending report
  • Save reports & update queue count in common folder
  • Perform added tasks such as intuity monitoring
  • Undergo revalidation exams depending on availability
  • Plans, executes and manages own workload and projects in cooperation with line leaders
  • Assists in leading team meetings, huddles and informationcascades. Communicates with the team onbest practices, lessons learned, process and product updates during teamhuddles/meetings
  • Manages team common mailboxes and delegates tasks to colleagues
  • Identifies problems areas and sources, offers possible solutions and escalates to line leaders/seniors when necessary
  • Completes personal individual development plan and implements agreed training/development activities
  • Assists the team lead in identifying team opportunities and challenges. Provide sound recommendations to line leaders and/or stakeholders by translating, enhancing and consolidating information into forms that can be used for decision making of the top management
  • Performs quality checks and provides quality feedback/recommendations to peers
  • Support projects related to quality improvement (such as ThinkCustomer, QMS, etc.)
  • Actively participates in team activities and initiatives
  • Fulfil other reasonable duties and projects as required
  • Serves as back-up for next level similar or related function for business continuity
  • Serves as point-of-escalation for product-specific technical/procedural queries from peers and junior members
  • Assists in creating a training plan for new hires
  • Provides work direction and guidance to junior employees when needed
  • Coordinates and networks with other members of the team to complete assigned projects and programs
  • Participates in cross-business unit committees as a contributor
150

Technical Support Engineer Resume Examples & Samples

  • Monitors the MGM National Harbor Help Desk queues and works cooperatively with the Corporate IT department, National Harbor IT department, and vendors to facilitate correction of incidents and problems
  • Updates and closes Help Desk tickets in a timely manner to reflect action taken and current status
  • Ensures that the computer room, office, and computer equipment are kept neat and clean
  • Answers inquiries in person and via telephone, e-mail, and voice-mail concerning the use of computer hardware and software
  • Installs PC hardware/software and assists in the installation of system and networking hardware and software
  • Ensures virus protection is working on all PCs/Servers that are deployed or changed
  • Participates in maintaining licensing information for all applications and operating systems using established process
  • Responds effectively to guest inquiries related to MGM National Harbor and the National Harbor area providing excellent guest service
  • Three (3) years’ experience in installing and troubleshooting Windows Operating Systems, Desktop Hardware, and Microsoft Products
  • Effectively communicate in English, both written and oral forms
  • Proficient in and knowledge of troubleshooting many types of equipment (POS systems, printers, kiosks, time clocks, thin clients)
  • Experience using remote control (DameWare) to resolve client issues
  • Working knowledge of LAN and WAN networking and protocols
  • Ability to lift and carry up to thirty (30) pounds at a time
151

Technical Support Engineer Resume Examples & Samples

  • Acts as the property expert on technologies, setting priorities in incident resolution, and executing resolutions
  • Responsible for driving high priority incident resolution within the set SLA
  • Administers Data Center systems, servers, and technology projects
  • Partners with Corporate IT on monitoring backups and other batch jobs and resolving issues as they arise
  • Installs PC, server, and network hardware/software
  • Trains and mentors Technical Support Engineer I personnel on servers, operating systems, property applications, and automations tools
  • Performs troubleshooting and preventive maintenance on PCs, printers, servers, network equipment and other hardware. Installs service releases and performs routine maintenance on desktop applications
  • Maintains licensing information for all applications and operating systems using an established process
  • Associates degree in Computer Science or related field
  • Five (5) years’ experience in installing and troubleshooting Windows Operating Systems, Desktop Hardware, and Microsoft Products
  • Effectively communicate in English, both oral and written forms
  • Proficient in and knowledge of troubleshooting many types of equipment (POS systems, registers, printers, kiosks, time clocks, thin clients)
  • Experience using remote control (DameWare) and automation tools (Altiris, Ghost, scripts) to resolve client issues
  • Experience with Microsoft Mail/Exchange clients, servers, and printers
152

Technical Support Engineer Resume Examples & Samples

  • Plans, leads and administers technology projects, including but not limited to network and systems projects
  • Monitors the MGM National Harbor Help Desk queue, taking action on advanced system or network issues and escalated/high priority incidents while working cooperatively with the Corporate IT department, National Harbor IT department, and vendors to facilitate correction of incidents and problems
  • As subject matter expert on system and network technologies, identifies/troubleshoots issues, sets priorities in incident resolutions, resolves/repairs advanced system/network problems, and makes recommendation on problem resolution for issues for wide-scale or prevailing/ongoing issues
  • Trains and mentors other Technical Support Engineers I and II on servers, networks, operating systems, property applications, and automations tools. Recommends development paths to Lead Technical Support Engineer and/or Director
  • Partners with Corporate and Regional IT teams to facilitate process alignment, implement data center equipment standards, creating standard processes, and installing servers, storage, networking, UPS and other technology equipment throughout the property
  • Performs troubleshooting and preventive maintenance on servers, network devices, and other infrastructure devices in the data center, IT closets, and across property. Installs service releases and performs routine maintenance on desktop applications
  • Collects performance data from network devices and system components such as file and print servers, applications servers, Citrix servers, storage devices, and other systems in the data center or IT closets, in support of evaluation of incidents and execution of problem resolution; corrects and implements solutions or escalates to IT leadership, as needed
  • Create technical documents, includes procedural and policies; ensures a full set of documentation for all systems and networks are updated and maintained, as required
  • Bachelor’s degree in Computer Science or related field, or MCSE
  • Five (5) years’ experience in installing and troubleshooting Windows Operating Systems, Desktop Hardware, and Microsoft Products with experience in deploying and maintaining servers and network equipment in a Data Center
  • Minimum six (6) months experience working in an Active Directory environment with systems tools such as a Wire Shark, Fluke Meter, Altiris, and Ghost
  • Demonstrated experience with operating systems internals, Internet communication protocols and system utilities
  • Experience using remote control automation tools to resolve client issues
153

Technical Support Engineer Resume Examples & Samples

  • Utilize his/her technical ability to prioritize Level I and II support issues and respond appropriately to multiple critical situations
  • Effectively communicate product issues to the customer and Kronos engineering enabling timely solution while maintaining customer satisfaction
  • Responds to customer service inquiries regarding company products, features and/or services. Researches, documents and communicates recurring technical issues. May facilitate and coordinate Returned Material Authorization (RMA) as necessary. Will provide multiple levels of escalated support based on the complexity of the technical issue
  • Understand and utilize best practices around KCS methodology, search to existing documentation, and author/modify knowledge base articles as required
  • Bachelor’s Degree in a Computer Science or similar training desired
  • 3-5 years of Customer Service experience, preferably with a background in enterprise software support
  • Excellent bi-lingual oral, written and presentation skills. (Spanish and English, Portuguese a plus)
  • Experience with SQL queries and XML is a plus
  • Kronos Workforce Central Experience a plus
  • Previous use of Powershell SQL scripting and database experience with MS SQL and Oracle platforms a plus
154

Technical Support Engineer Resume Examples & Samples

  • You will investigate and evaluate technical problems providing customers with technical assistance to resolve technical faults as far as possible, at the first point of contact
  • Diagnose hardware, software and network related problems and carry out independent research to find technical solutions where necessary. Where a solution cannot be identified calls will be escalated to engineering teams as appropriate
  • Logging and then transferring non-technical service issues to relevant teams (such as internal sales, operations, customer services and sales order processing), assisting with Customer Support related admin tasks, when required
  • Provide advice on configuring and optimising Thales products, to ensure that services are running effectively
  • Provide customers with downloads of software upgrades, product keys, licenses and documentation as permitted by their maintenance contract
  • Maintain and improve the support case management software and database
  • Carry out on-site installations and provide customer training
  • Participation in the 24 x 7 telephone support rota is required when judged able to do so
  • Databases, specifically Oracle, Sql Server, Informix, DB2
  • Programming in Java or C
  • Cryptographic APIs such as PKCS#11, JCE, CNG
  • PKI and Windows PKI related products
  • OpenSSL
  • Previously worked in a Technical Helpdesk and or Desktop support role
  • You should have strong interpersonal skills and the ability to communicate at all levels in the spoken and written word
  • Self-motivation, the flexibillity to work outside core hours and the ability to work under pressure are vital
  • Functional use of MS Office; Outlook, Word, Excel, PowerPoint and the ability to learn and utilise support tools and databases
155

Technical Support Engineer Resume Examples & Samples

  • Software development experience in at least two of Java, C#, PHP, C++, Ruby, Python, and Perl
  • Experience with XML, SOAP, REST, and web services
  • Experience in technical customer support
  • Experience using Amazon Web Services
  • Experience with Selling on Amazon
  • Works well in a fast-moving team environment and is able to juggle many tasks and projects
156

Technical Support Engineer Resume Examples & Samples

  • Deep understanding of Seller business and investigative tool and processes
  • Ability to perform deep dives and write up for complex and sensitive escalations to numerous internal stakeholders
  • Strong analytical skillset
  • Prior Investigation and Escalations experience
  • Self-disciplined, diligent, proactive, and detail-oriented
  • Proven ability to make decisions in a timely manner with incomplete or ambiguous information
  • Ability to make operate at both a granular and macro level
  • Excellent team player capable of learning and sharing knowledge in a global team environment
  • Knowledgeable with SQL
  • Familiarity with web services
  • Understanding of ecommerce SAS ecosystem
157

Technical Support Engineer Resume Examples & Samples

  • Must have 4 years at college level in degree program or equivalent experience working with McKesson applications or software of a similar architecture
  • 4 years experience in customer service and technical support
  • Good communication skills & excellent problem solving skills
  • Working knowledge of DOS, Windows XP/7/8/10, Pervasive, SQL, remote support software and networks
  • Must have advanced knowledge of relational databases – Oracle or MS SQL
  • Certification in at least one of the preferred expertise areas: Networks including Windows Server operating systems, (Unix/Linux a plus)
  • McKesson Interfaces and optional modules (DOS & Windows)
  • McKesson Applications, ANSOS/One-Staff, McKesson time and Attendance, eShift and their respective modules
  • Thin Client in either Citrix XenApp and Windows Terminal Services
  • Web servers (Apache) PC's, Printers, Modems, WebEx, SAP/CRM
  • Experience with JBOSS
  • Website Administration/Internet programming Previous call center experience, advanced technical skills in troubleshooting application software, networks and operating systems are preferred
  • Fluency in French or Spanish a plus
158

Technical Support Engineer Resume Examples & Samples

  • Resolve customer problems via the telephone, e-mail, and remote access
  • Research customer issues in a timely manner and provide recommendations and action plans to resolve the issue they are experiencing
  • Create knowledgebase articles to capture new learning for reuse throughout the center
  • Take a lead role in an identified specialization, which includes presenting technical training or topics to the rest of the support group to cultivate that expertise
  • Identify hardware and software defect trends from field escalations
  • The types of tasks this individual is responsible are a mix of structured and unstructured tasks
159

Technical Support Engineer Resume Examples & Samples

  • Resolve Warranty, Major Account, Government, and SupportEdge Premium and Standard customer problems via the telephone, the web or AutoSupport
  • Research customer issues in a timely manner and follow up directly with customers on recommendations and action plans
  • Collaborate with other Technical Support Engineers who may need assistance working a case; utilize your area of expertise to help them in order to most quickly facilitate solutions for customers
  • Create new knowledge base articles to share information for reuse throughout the Technical Support Center
  • Share best practices with Technical Support Center staff and learn about new technologies and complimentary storage applications
  • Focus on an area of technical specialization and attend classes, complete lab projects, read and work with other Technical Support Engineers on cases that will help cultivate that expertise
  • Drive resolutions of customer issues in technically complex or high business impacting situations, while providing professional technical expertise
160

Technical Support Engineer Resume Examples & Samples

  • Basic knowledge on DNS, Active Directory, Forward Lookup, Reverse Lookup
  • Use of tools like PING, TELNET, PROCMON, Process Explorer, NetMon (very basic), TRACERT
  • Basic knowledge in Networking i.e. IP Address, TCP/IP Protocols, OSI Model, Subneting
  • Basic understanding of Circular Logging
  • Understanding of DAG (Database Availability Groups) in Exchange
  • Should be familiar with various Exchange related Writers and how to check their status (VSSADMIN LIST WRITERS)
161

Technical Support Engineer Resume Examples & Samples

  • More than three year’s implementation, support, consulting or development experience (or equivalent) in enterprise business application
  • Ability and attitude to assist junior members of the team in training on new products and technologies is highly desired
  • Excellent communication skills. Able to communicate very well both technically and functionally in highly escalated situations. Able to produce audience appropriate communication with executives, support personnel, and customer personnel in tense, escalated situations
  • Detail Oriented (Process orientation preferred)
  • It is a plus to have functional and technical knowledge of more than one modules in any of the following Oracle Supply Chain Application Suites - Oracle EBusiness Suite; Peoplesoft Enterprise SCM; JD Edwards EnterpriseOne; Siebel
  • Proficiency in SQL
162

Technical Support Engineer Resume Examples & Samples

  • 2+ years experience in Customer Management
  • Experience in using the E-Business suite functionally or technically
  • Spanish speaking is REQUIRED, Portuguese as secondary
163

Technical Support Engineer Resume Examples & Samples

  • Ensure customers are satisfied with RightNow products and services by providing Radical Customer Care
  • Maintain high customer satisfaction results on individual agent surveys
  • Advise clients of RightNow best practices
  • Encourage customers to maintain release on most current product version
  • Work with Cloud Operations, Professional Services, Sales and Development groups to meet customer needs
  • Exposure to software development, debugging, documentation, and troubleshooting
  • Strong logic, reasoning, and math skills
  • PHP skills
  • Ability to anticipate and gather requirements
  • Good understanding of HTML, Web Design and internet security
  • XML understanding and experience
  • Experience with CRM, SFA, MA or Customers Service applications a plus
  • English is required (written and spoken), Spanish/Portuguese/Japanese a plus
164

Technical Support Engineer Resume Examples & Samples

  • Support the full product range of Water Mist Solutions
  • Provide Design Services and Engineering of typical system solutions
  • Provide advice and support projects by applying Tyco solutions according international codes & standards (such as NFPA, FM, EN, VdS)
165

Technical Support Engineer Resume Examples & Samples

  • Position is for 2nd Shift (1pm-12am Sun-Wed)
  • Strong interpersonal skills including excellent team oriented skills
  • Telecommunications experience
  • Tape libraries and tape drives from StorageTek, IBM, HP, Quantum, ADIC,
  • Storage transport technologies e.g. fibre channel, scsi, escon, ficon, serial attached scsi (SAS)
  • SAN switches and fibre channel HBAs and drivers
  • Operating systems (MVS, zOS, OS/400, Windows, HPUX, Linux, Solaris, etc)
  • Tape software applications including Symantec Netbackup and BackupExec, Tivoli TSM, EMC Enterprise Backup, HP Dataprotector, Oracle HSM, OSB
  • Mainframe software including MF SW zOS, MVS,VM, HSC, EXLM,EXPR,VTCS familiarity
  • Networking skills including in depth TCP/IP knowledge, switches, routers
  • Virtual tape technologies such as Oracle's VTL, VSM, or other mainframe virtual tape
  • Excellent technical troubleshooting skills at ALL layers of the OSI model
166

Technical Support Engineer Resume Examples & Samples

  • Ideal candidates would need to possess the following
  • Associated degree or equivalent work experience
  • 15% travel required within North America and Locally between Data Centers
  • Fiber optic and copper cabling installation/testing/troubleshooting
  • Industry standard certifications. (CompTIA, etc.)
  • Previous Data Center experience
  • Associates/Bachelor’s degree in related Computer Science/Engineering field
  • Network switch configurations and troubleshooting
  • Understanding of server operating systems, Linux based troubleshooting such as firmware flashes, and bios configurations
  • Moving racks around (like an old two door refrigerator). Be able to lift 50 lbs
  • Not for someone who likes to sit at a desk
  • This is physically moving the data center racks
  • Working with 2-3 people, has to be able to mesh well with the team
  • Looking for people who are team players.Search Jobs US
167

Technical Support Engineer Resume Examples & Samples

  • Act as the direct contact for customer inquiries from Japan via phone and web
  • Analyze software problems and recommend corrective actions and resolutions to customers
  • Use professional concepts and apply company policies and procedures to resolve a variety of issues
  • Collaborate with global support engineers to resolve customer issues
  • Work with all levels of support engineers in other regions on global projects and assignments
  • Deliver an exceptional customer service experience
  • Be on call and perform night and weekend shift duties on a rotational schedule as needed
  • Good understanding of GNU/Linux and J2EE
  • Fluent Japanese language skills, both written and verbal
  • Business English language communication skills, both written and verbal
  • A strong understanding of how to leverage our unique middleware applications (i.e. Red Hat JBoss Fuse, JBoss A-MQ)
  • Knowledge of software development methodologies, object-oriented design, and development principles including enterprise design patterns
  • Experience with Apache ActiveMQ, Apache Camel, or Apache Karaf is a plus
  • Bachelor's degree or higher in computer science or a relate technical field
168

Technical Support Engineer Resume Examples & Samples

  • Knowledge of Openshift, Docker, Kubernetes, or other container tools
  • Familiarity with Infrastructure-as-a-Service (IaaS) environments (public and private cloud), e.g. OpenStack, Azure, or AWS
  • Experience with NodeJS, Ruby (web frameworks) Python (web frameworks), or .NET Framework is a plus
169

Technical Support Engineer Resume Examples & Samples

  • One year prior working experience with Oracle products (or at least two years related experience without Oracle products)
  • Experience with the Flash Storage FS-1 hardware technologies inclusive of troubleshooting, diagnosis and service delivery coordination
  • Language Skills: Brazilian Portuguese and Spanish
170

Technical Support Engineer Resume Examples & Samples

  • Providing post-sales, Hardware support or facilitating resolution mediating between Oracle Technical Support teams and the customer in a timely manner as applicable
  • When necessary, escalating calls to the appropriate level of support with complete and accurate information
  • Displaying and maintaining a high level of professional behavior at all times
  • Assisting to ensure Customer Satisfaction goals are met
  • Documenting resolutions to assist with possible future problem resolution
  • Effectively prioritizing workload and managing list of outstanding customer queries
  • Acting as a technical resource to peers as needed to help resolve customer problems for your area of expertise
  • Communicating confidently with Sustaining and Product Development Engineers in matters relating to the SPARC Team and customers
  • Should be ready to work in shifts or be capable of occasionally serving "24x7 on-call”
  • Experience, knowledge and HW troubleshooting skills with Sparc (Sun legacy or Oracle Sparc) running various versions of Solaris operating systems
  • Ability to participate in 24x7 on-call rotation
171

Technical Support Engineer Resume Examples & Samples

  • 4 years experience with Core products or five years experience with Applications products
  • Knowledge of RAID storage concepts and protocols (iSCSI, SCSI, FC)
  • Windows, LINUX, and AIX knowledge is beneficial
  • Technical degree - BS Computer Science/Management Information Systems/Science/ Engineering/Math/Physics/Chemistry with a OR (for Applications) proven professional/ technical experience, i.e., demonstrating an understanding of Applications at a functional and technical level (preferably Oracle)
172

Technical Support Engineer Resume Examples & Samples

  • LAN/WAN data networking protocols, quality of service including IP QoS, End-to-End QoS, MPLS, and DiffServ
  • IP Telephony architectures IMS, VoLTE and VoIP protocols including SIP, H.323, MGCP, or RTP/RTCP. IP Telephony products from Cisco, Juniper, Ericsson, ALU, ACME, Oracle, and Tekelec
  • Carrier class networking and telephony environments - emphasis on next-gen IP services. VoIP testing and troubleshooting
173

Technical Support Engineer Resume Examples & Samples

  • Bachelor of Engineering - Electrical or Electronics specialization
  • Experience within a similar programming role
  • Experience working with Inncom products preferred
  • Experience within the hospitality industry
  • Training and presentation skills
  • Detailed problem solving skills
  • Ability to effectively manage multiple priorities to achieve results, sometimes with little direct supervision
  • Team building and strong interpersonal skills
  • Ability to work independently with remote directions
  • Free to travel within the region
174

Technical Support Engineer Resume Examples & Samples

  • Fortinet’s Product bug management and escalation to engineering team
  • Provide technical consultation to Level-1 engineer
  • Keep improving technical knowledge updating latest network/security technology and protocols
  • Knowledge, idea and experience sharing within the team
  • Bachelor's Degree in Computer Science, Networking, Engineering or related field
  • Understand 7 OSI layer fundamental in detail
  • Good communication and written skills in English
175

Technical Support Engineer Resume Examples & Samples

  • Provide remote technical support over ticket/call to our customers globally
  • Analysis of support requests; completion of requests for information and documentation
  • Customer education (gaps in networking, product knowledge etc.)
  • Consultation of technical documentation, bulletins and release notes for known problem
  • Follow up technical cases, escalate, and manage the right expectation until the closure of the cases
  • At least 3-5 years experience in a technical support role in a networking/security company
  • Experience with security products firewalls, IPSec, IDS/IPS, Anti Spam, virus scanning
  • Working knowledge of Windows, UNIX or Linux
176

Technical Support Engineer Resume Examples & Samples

  • Work closely and provide direct technical email and phone support to our customers in the America’s Region (Canada, US, Central and South America)
  • Customer education (gaps in networking, product knowledge etc
  • Provide knowledge transfer to peer engineers and advisory to junior engineers
  • At least 6-8 years of experience in a technical support role in a networking/security company
  • Strong understanding of TCP/IP, routing protocols, L2/L3 switches Experience with security products firewalls, IPSec, SSL, IPS, Anti-Spam, virus scanning, authentication protocols
  • Deep working knowledge of Windows, UNIX or Linux
177

Technical Support Engineer Resume Examples & Samples

  • Providing technical support and assistance to Fortinet certified partners and customers
  • Running real-time troubleshooting sessions with partners/customers
  • Testing and reproducing partner/customer issues in Laboratory
  • Working on escalations from Level 1 technical support team
  • Reporting Software/Hardware related issues to R&D department
178

Technical Support Engineer Resume Examples & Samples

  • Work closely and provide direct technical email and phone support to our customers globally
  • Provide knowledge transfer to peer engineers
  • At least 8-10 years experience in a technical support role in a networking/security company
179

Technical Support Engineer Resume Examples & Samples

  • Highly developed sense of integrity and commitment to customer satisfaction
  • Accept Tier 1 / Tier 2 enterprise calls, emails, and forum posts, to understand and replicate the issue presented, then provide the appropriate solution to the issue
  • Proficient in Windows Command lines, scripting structure and syntax
  • Fluent in German (reading, writing, and speaking)
180

Technical Support Engineer Resume Examples & Samples

  • Provide telephone and remote technical support on products to meet our customers’ expectations for quality technical support
  • Troubleshoot incidents in order to restore service for a customer within defined SLAs
  • Troubleshoot logged faults in order to accurately isolate to component level and reduce unnecessary costs associated with providing parts/engineer to site
  • Participate in the delivery of other managed services, this may involve tasks such as change implementation, change validation, problem or release management
  • Manage communication and call logging with vendors or 3rd parties where necessary in order to resolve issues
  • Monitor progress against customer SLAs using GSOA systems to ensure customer service levels are achieved
  • Build solid working relationships with key customers and act as a designated engineer with the GSC for those customers
  • Ensuring accuracy and detail in SR Work History for handover and post incident escalations / reviews
  • Highlight errors/discrepancies in the customer data (CRM + Documentation)
  • Maintain and develop skills/certifications as required to support Clients
  • Work according to the prescribed processes and procedures. Any deviation from the agreed service levels must be agreed with the customer and documented in the appropriate SR
  • Document and share appropriate knowledge within the GSC to reduce duplication and increase productivity
  • Comprehensive experience (3+ years) working in a managed service or support environment. With at least three years experience working on a range of security products
  • Experience with some of the following is required Cisco and Checkpoint (R60/R65/R70) firewalls, Cisco VPN/IPS appliances and Bluecoat SG/AV proxy servers
  • A strong understanding of security concepts, standards and protocols is required, an in-depth understanding of routing and switching as well as a real-world understanding of the Internet it's technical workings and associated security risks essential
  • Additional experience with security products from the following vendors is desirable, Cisco, IronPort, Bluecoat, Fortinet, McAfee, Checkpoint, Nokia, Juniper (Netscreen) and RSA
  • A minimum of CCSP or equivalent level certification required (or demonstrable progress towards this level of accreditation)
  • Additional vendor certifications and industry security certification such as CISSP desirable
  • Good communication and documentation skills required
181

Technical Support Engineer Resume Examples & Samples

  • Serve as technical expert for all Centrify Server Suite products
  • Participate in after-hours on-call support as needed
  • Resolve customer escalations and drive process/policy improvements through root cause analysis
  • Build strong relationships with partner teams: engineering, technical operations, product management, and quality assurance
  • Work closely with Sales Engineers & Consultants to ensure successful customer software deployments
  • Familiarity with CRM tools specifically Salesforce.com
182

Technical Support Engineer Resume Examples & Samples

  • Provide technical troubleshooting and issue resolution for Hardware, Software, & Configuration of the Emergency Callworks platform
  • Provide after hours on-call support via rotation
  • Responsible for handling of both customer support and technical support questions from Emergency Callworks' users
  • Responsible for creating, updating, managing, and closing support tickets, as well as handling escalations to engineering
  • Responsible for troubleshooting a wide range of technical issues from front end gui issues to server side application, database, or system issues
  • Responsible for creating and maintaining strong customer relationships
  • Responsible for building and configuring new systems, as well as assisting during the install process
  • Responsible for deploying and managing software upgrades
  • 5+ years of IT infrastructure support experience
  • Strong teamwork, interpersonal communication, and problem solving skills
  • Capable of working in a fast-paced & dynamic environment
  • Ability to handle stressful situations & troubleshoot critical issues while updating Customer and Motorola Management
  • Ability to represent Motorola in a professional manner while on conference calls with Customers
  • From Dispatchers/Law Enforcement personnel to Chief Technology Officers (CTO's)
  • Ability to thoroughly document all issues & provide Management escalations (internal & external)
  • Ability to write & review technical documentation
  • Including whitepaper's, method of procedure's (MOP's), alerts, and bulletins for publication to Customer's
  • Ability to work with Development Engineer's, 3rd Party Vendors, & Motorola Field Engineer's for escalation & issue resolution
  • Strong understanding, working knowledge, & previous experience with Linux, Analog and Digital Telephony, Networking, and both Hardware and Software Technical Support
  • 5+ years of IT infrastructure support experienceWant to create a job search agent? Send this job to a friend
183

Technical Support Engineer Resume Examples & Samples

  • Investigates, diagnoses and resolves escalated production support issues within their specific product domain
  • Leverages technical tools in order to troubleshoot and identify issue root causes
  • Assists with delivering product training to teams directly interfacing with Clients
  • Provides technical resolution details in incident reports to enable client feedback and updates
  • Provides key stakeholder input (as a service owner) as it relates to serviceability of products
  • Technical skills including SQL, C#, log analysis, networking, proc dumps are a plus
184

Technical Support Engineer Resume Examples & Samples

  • 1 or more years experience in and a track record in technical support or in a customer facing role working with enterprise software
  • At least 2 years experience in Linux command line and/or system administration
  • At least 1 year experience in Node.js
  • At least 1 year experience in JavaScript and other programming or scripting languages
185

Technical Support Engineer Resume Examples & Samples

  • Ensure customers can get maximum value from and easily use our products and subscriptions
  • Support customers by responding within the designated SLA to incoming calls, chat, and web-based inquiries
  • Linux-specific or relevant product administration experience, e.g. installation methods, networking, firewall, security, clustering, web servers, and databases
  • Scripting or programming experience in languages like Bash, C, Perl, Python, Java, or Ruby
  • Demonstrated first-rate customer service or prior technical support experience; desire to go above and beyond in assisting customers
  • Outstanding written and verbal English communication skills; fluency in an additional language, especially Spanish, is a plus
  • Prior Red Hat product certification, e.g. Red Hat Certified Engineer (RHCE) or other relevant certifications is a plus, as you'll need to be certified within 180 days of your start date
186

Technical Support Engineer Resume Examples & Samples

  • Successful resolution of customer issues (On time, without escalation, specified quality parameters and with utmost CSAT)
  • Contribution to the development of service delivery
  • Bachelor's degree in Engineering/equivalent with 5-7 years’ overall industry experience
  • Good understanding and experience in Voice and Video technologies
  • Excellent understanding for various voice and video protocols like Sip, H323, MGCP etc
  • Prior experience in capturing the sniffer traces and identifying the issue from the logs and sniffer results
  • Good understating for Various Microsoft produces (Exchange, LDAP, AD, Lync, OCS, Skype for business etc.) and IBM products link
  • Ability/prior experience to analyze complex logs
  • Proven track record in Voice, Video and Networking with remote trouble shooting experience
  • Fluency in Japanese & English (both spoken and written)
187

Technical Support Engineer Resume Examples & Samples

  • Minimum 2 years of relevant experience and a Bachelor’s degree {add Degree info here} or its equivalent
  • Minimum 2 years of experience in technical support, engineering, IT, project management or consulting
  • Minimum 2 years of experience with Internet technologies such as DNS, TCP/IP, HTTP/HTTPS and web servers, or relevant course work
  • Knowledge of web programming (HTML, javascript, ASP, JSP)
  • Problem solving ability, creativity to "think-outside-the-box", proven track record in proposing and implementing new solutions for customers
  • Self-motivated, directed and passionate about what you do. Strives for results
188

Technical Support Engineer Resume Examples & Samples

  • Layer 2
  • Layer 2 Network Fundamentals
  • Layer 3 network fundamentals including IPV4 and IPV6
  • Detailed understanding of L3 Routing and routing protocols BGP,OSPF
  • Exposure to MPLS an VPLS architectures
  • Strong fault localization and troubleshooting Skills
  • Associate's Degree in related field; or equivalent combination of education and experience
  • Experience working in a wide range of Operating platforms (IOS, IOS XR, Adtran OS, Hatteras, ATI )
  • Understanding of network security, encryption protocols, IPsec VPN
  • Industry certifications such as Cisco CCNA, CCNP and Comitial CTP, and Microsoft MCSE
  • Detailed understand of Layer 1,2 and 3 and the interworking between the layers
  • Demonstrated professional customer-facing communication skills
  • Technical knowledge of VoIP protocols, SIP signaling, network QOS, IP routing, Ethernet switching (including 802.11q, 802.11p, 802.3af)
  • Experience with hosted and cloud based applications and services
  • Experience with network monitoring, management and troubleshooting with various tools such as Packet Sniffer utilities, Brickworks, Met switch SAS, MSS, ICC, Service Now, and Sales Force
  • Proficiency in Microsoft Office Suite, to include Visio and Project
  • Ability to work on-call and weekend hours as required
  • Desire exposer to programing / scripting with some level of interaction with relational databases
  • Desire exposure to SNMP and XML as they apply to device management
189

Technical Support Engineer Resume Examples & Samples

  • Understanding of Networking fundamentals, Windows Operating System, Storage technologies, Server and workstation hardware
  • Strong customer service skills and ability to interact effectively with varying audiences
  • Highly developed organization skills and an ability to multitask in a fast-paced environment
  • Troubleshooting skills and the ability to analyze complex hardware and software problems using standardized procedures
  • Ability to work on a rotating shift schedule to provide team coverage over the hours of 5:00am to 6:00pm PST
  • Ability to provide on-call pager support that is scheduled on a rotating basis with intervals of 8-10 weeks between shifts
  • Travel, on occasion, to customer sites to participate in system upgrades and provide on-site support
190

Technical Support Engineer Resume Examples & Samples

  • Develop alert protocols for a timely response to energy capacity, hardware, and communications issues
  • Develop Service Level Objectives for the storage device group
  • Train and dispatch technicians to address problematic devices
  • Track and analyze performance relative to performance guarantee and warranty obligations
  • Identify software related improvements and interfacing with vendors for product improvements
  • Track and report on failure rates, maintenance work orders, and site visits
  • Track and report on costs associated with maintenance
  • Review O&M responsibilities for new sales contracts
  • Bachelor’s degree in Electrical Engineering or Business Administration
  • 3+ years of experience in a relevant field
  • Understanding of TCP/IP and wireless networking a plus
  • Experience working in a customer support role
  • Experience working with energy storage and PV systems
  • Experience with subcontractor management and contract enforcement
  • Experience managing service technicians
  • Proficiency in Microsoft Office applications with a focus on Excel
  • Ability to positively and effectively interact with internal and external customers
191

Technical Support Engineer Resume Examples & Samples

  • Collection and initial analysis mof packet trace information
  • Provide Customer education where needed due to gaps in networking, product knowledge etc…
  • Consultation of technical documentation, bulletins and release notes for known problems
  • Manage customer communications and expectations until the closure of each case; conduct and lead customer management meetings regarding escalation
  • At least 3+ years experience in a technical support role in a networking/security company or equivalent education
  • Strong Spanish or Portuguese skills, both written and verbal
192

Technical Support Engineer Resume Examples & Samples

  • Act as the direct contact for customer inquiries via phone and web
  • Good understanding of Linux and UNIX
  • Good English language communication skills, both written and verbal
  • Demonstrated understanding of operating system installation, configuration, networking, security and firewalls, and web server
  • Experience with enterprise storage solutions (SAN, NAS, and clustering) or virtualization is a plus
193

Technical Support Engineer Resume Examples & Samples

  • Provide World Class Merchant Support and Service to our customer base via inbound phone calls, e-mail, and eTickets
  • Respond to incoming customer requests quickly, proficiently and professionally while meeting specific quality expectations
  • Create, edit, and manage merchant cases using an internal ticketing system (Siebel)
  • Evaluate the nature of each call and determine the appropriate action to resolve the issue
  • Adhere to established CSS procedures and guidelines while providing quality customer service in order to meet and exceed department standards
  • 3+ years of customer service experience
  • 2+ years of Technical Helpdesk/Call Center experience highly preferred
  • Exceptional attitude and communication skills (verbal and written)
  • Bachelor Degree is strongly preferred
  • Knowledge of multiple programming/scripting languages. (Java, C/C++, Perl, PHP, etc.)
  • Knowledge of Network protocols, infrastructure, and topologies
  • Must have strong troubleshooting skills, a passion for problem solving
194

Technical Support Engineer Resume Examples & Samples

  • Use good judgement when selecting methods and techniques to obtain solutions
  • Familiarity with Docker, Kubernetes, Open vSwitch, JBoss, Tomcat, NodeJS, Ruby (web frameworks), Python (web frameworks), Azure, and .NET
  • Knowledge of AWS or CloudFoundry is a plus
195

Technical Support Engineer Resume Examples & Samples

  • Analyze and resolve complex customer problems within core Linux kernel
  • Analyze upstream development against current customer reported defects and develop or backport patches to resolve them
  • Use available tools such as crash and systemtap to investigate and troubleshoot technical issues
  • Record customer interactions to include investigation, troubleshooting, and the resolution of issues
  • Demonstrate considerable judgement in selecting methods and techniques for obtaining solutions
  • 5+ years experience as a support, sustaining, or development engineer, or other directly related experience in an enterprise environment
  • Outstanding understanding of Linux tools, with emphasis on gcc, binutils, git, crash, and systemtap
  • Understanding of compilers and other packages included in a Linux distribution
  • Linux operating system installation, configuration, upgrades, and maintenance experience is a plus
  • Solid understanding of run-time environment implementation
  • Good knowledge of computer architecture and hardware ABI’s for x86-64 and i386; ppc and z-series is a plus
  • Solid development-level experience with C and Assembly, and familiarity with writing patches
  • Experience with Linux kernel internals and writing scripts using Bash, Python, or Perl to troubleshoot and correct Linux issues
  • Bachelor's degree or higher in computer science or other technical discipline or equivalent work experience
196

Technical Support Engineer Resume Examples & Samples

  • Basic troubleshooting on the full range of Fortinet products Collection, analysis and change recommendations of configuration information Collection and analysis of customer network information
  • 2+ years experience in a technical support role in a networking/security company or equivalent education
  • OSPF knowledge and reasonable understanding of BGP function
  • Knowledge of redundancy schemes and alternate routing; test knowledge of routing scenarios
  • Strong troubleshooting and problem solving skills Deep working knowledge of Windows, UNIX or Linux
197

Technical Support Engineer Resume Examples & Samples

  • Prepare and review test plans, procedures and test reports
  • Support lab lead with test activities
  • Install and remove of equipment sheets
  • Monitor system baseline control of labs
  • Plan and coordinate test activities with SSDS Lab Manager
  • Prepare general audit of the labs and provide SSDS Facilities and Security support
  • Support the lab with IPT/CPT/PICC related duties
  • Track software, hardware, maintenance and reconfiguration logs
  • Generate various technical reports
  • Travel to customer and specific integration locations as required
  • 2 years of experience creating test plans, procedures, and templates
  • Experience working with technical documentation and preparing technical reports
  • Experience working with ClearQuest Database, Adobe Acrobat and Microsoft products; Excel, Power Point and Word
  • Experience using Information Technology systems
  • Active DOD secret clearance or obtain within 30 days from date of hire
  • Experience with Ship Self Defense System (SSDS) system reporting
  • Working knowledge of MS Office, Standard Bidding Tool (SBT)
  • Six Sigma or other process improvement methodologies
  • Excellent verbal and written communication, and analysis of technical documentation
  • Strong coordination and organization to facilitate diverse needs and responsibilities supporting lab activities
198

Technical Support Engineer Resume Examples & Samples

  • 1-2 years of technical support experience in a Help Desk or customer support environment
  • 1-2 years of experience working with Linux
  • 1-2 years of experience support with Windows Operating Systems
  • 1-2 years Database administration experience (PostgreSQL preferable)
  • 1-2 years administrating Linux in these areas (patches, scripting, and network admin)
  • 1-2 year working with TCP/IP networking
  • 1-2 years WiFi setup and administration experience
  • 1-2 years Firewall setup and administration experience
  • Excellent phone skills
  • Provides on call coverage as scheduled which may include, nights, weekends and holidays
  • Back –up to Help Desk Coordinator as needed
  • Good typing skills (30 WPM)
  • Ability to work with individually and team environment
  • Able to work flexible schedule, which may include after hour support, nights, weekends and holidays
  • In order to access our public safety customers back-end systems, must be able to pass an extensive background check, including fingerprinting check
  • 1-2 years Linux
  • 1-2 years TCP/IP
199

Technical Support Engineer Resume Examples & Samples

  • Working knowledge on Windows, UNIX or Linux
  • Strong English and Spanish skills both written and verbal. Ability to speak Portuguese is a plus
  • Proven track as problem solver
  • Highly organized, multi-tasking skills required
200

Technical Support Engineer Resume Examples & Samples

  • Provide applications phone support to end-users, integrators, and distributors
  • Track/report support issues through a ticketing system
  • Frequently contribute to a resolution knowledge base repository
  • Record and document all issues related to customers both internal and external
  • Produce white papers for submission into the current knowledge base
  • Create product troubleshooting guides to assist support teams
  • Trouble-shoot/qualify cases before escalating issue
  • Bachelor's degree or equivalent experience in a technical area
  • Minimum of 2 + years of technical support experience
  • Understanding of Windows Remote Desk