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| Tech Support Engineer |
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Technical Services aim is to enable Symantec’s customers to derive the maximum benefits from our software products by providing them with access to a full range of proactive, customer-driven support services that is available 24/7 from eight globally distributed support centres, all of which use the latest available technology to track communications and responses to issues.
The goal is to increase the customer’s competitive advantage and business viability by helping them avoid unnecessary downtime and optimizing the deployment of Symantec solutions in their operation and contributes to an increase in the return on investment in technology. Technical Services assists customers in maintaining their data availability with three groups of services: contract support, incident support, and electronic self-help support.
Responsibilities
As a support engineer, you will be responsible for ensuring customer information is available when required. You will deal with customer issues relating to Symantec products by providing swift evaluation and accurate resolution. The position is office based.
Main responsibilities:
• Working as part of a team on a day shift as required.
• Dealing with customer issues over the telephone on a daily basis using a call tracking system.
• Providing customer feedback on their issues as they are progressed.
• Ensuring customer satisfaction by providing a professional service and swift resolution to all customer issues.
• Recreating problems in house and providing evidence where bug fixes are required. |
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DESS, DEA, Bac + 5
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5 ans + |
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Français : Courant
Anglais : Courant
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indéterminé |
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non spécifié |
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Union Européenne |
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Paris |
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• Fluent French speaker.
• Strong English language skills.
• 3+ years experience providing 2nd/3rd line support in a UNIX and Windows environment.
• Sound working knowledge of UNIX and Windows operating systems.
• Knowledge/experience of working in cross platforms server environments.
• Experience in a pressurised call centre/support environment.
• Capable of working with related hardware systems such as tape drives and libraries.
• Knowledge of Server hardware.
• Demonstrated strong customer service/support skills such as active listening, good verbal and written communication.
• Able to multi-task across several open cases and manage and prioritise own time.
• Accustomed to conducting research to find answers to questions and solutions to problems from various sources.
• Evidence of establishing technical credibility with a wide range of customer contacts with the ability to “read” the customer and modify behaviour/approach.
Desirable requirements:
• Previous knowledge of any of core Symantec products, e.g. NetBackup, Puredisk, etc.
• Capable of working with related hardware systems such as tape drives and libraries.
• Knowledge of relational database systems.
• Previous experience of clustering and/or SAN technologies.
• Willing to work as part of a professional support team to provide solutions to customer issues/problems.
• Able to maintain professionalism while under pressure.
• The candidate needs to be someone who values teamwork and can contribute to the entire group who is a self starter and self motivated.
• Someone who wishes to continue to develop their skill set in a proactive environment.
• Being a team player and understanding the customer’s needs ensures continued success of the support centre and individuals who demonstrate these skills are very welcome. |
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Symantec aide les particuliers et les entreprises à sécuriser et gérer leurs systèmes d'informations. |
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Symantec
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