Enterprise Technical Support Engineer

category: Strategic
city: North End Toronto - Richmond Hill


description:
Enterprise Technical Support Engineer - North End Toronto
Based in Richmond Hill


Level:                    Intermediate to Senior
Location:              Richmond Hill, ON
Responsibilities:

Responsible for supporting customers and/or service partners
Resolve reported customer issues in the areas of system configuration, setup, product functionality, and enhancements. This includes troubleshooting, testing, referral to other service areas and follow-up
Manage escalations from both customers and partners and ensure the company remains strong in its commitment to its customer’s success
Document all calls with regards to customer inquiries accurately using a call tracking system (Changepoint)
Create solutions from resolved issues for future use by customers and internal personnel
Provide focused communication with customers/partners that is professional and timely via telephone or e-mail
Promote teamwork and Customer Support Center success
Play an active role in the development of the organization by participating in process development and other business improvement projects
May require 24x7 on-call availability on a rotational basis
Occasional travel may be required
Required Skills:

4-6 (intermediate) / 6-8+ (senior) years experience supporting customers and service partners
Ability to adopt and learn new technologies
Excellent UNIX Shell Programming skills
Working experience in Windows and UNIX troubleshooting
Strong problem analysis and solution design ability
Above average communication skills and inter-personal skills
Good understanding of all product features and good skills in explaining features to customers
Experience in operating across multiple computer platforms and environments
Nice to Have:

Good understanding of database and middleware administration
Good understanding of server consolidation and virtualization tools and best practices
Good understanding of Datacenter architecture and configuration
Experience supporting large customers and service partners
Ability to understand Virtualization products is key