Job summary

Job requirements

• Provide technical support via telephone, web or autosupport.
• Research customer issues in a timely manner and follow up directly with the Customers with 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 facilitate solutions most quickly for customers.
• 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 knowledge base articles to share information for reuse throughout the Technical Support Center.
• Gain knowledge and expertise through hand-on experience, self-study and through a variety of learning environments
• Share best practices with Technical Support Center staff and learn about new technologies and complimentary storage applications.

Your profile

• Good written and verbal communication skills in English & French/Spanish languages (must be fluent)
• Good interpersonal communication and customer service skills
• Strong aptitude for learning new technologies
• Creative approach to problem solving
• Solid understanding of IT technologies
• Troubleshooting of software products
• Windows file sharing, Linux file sharing, Virtualization and Cloud Technologies, Storage, RAID