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Customer Support Engineers/Specialists (virtualised computing, windows, citrix, vmware))

Published: Saturday, 21 May 2011
5 positions
Pay up to 80K pa (depending on level of expertise)
 
Virtualised Computing Customer Support will provide level 1.5-2 support to customers service desk

Provide proactive fault monitoring to Cloud product, including physical and virtual infrastructure, as well as own Desktop Application Virtualization (DAV) product within this cloud.
Answer and process all inbound calls in order to provide the best-in-class customer service,
Make outbound calls in connection with problem resolution.
Possess a high level of technical competency

Dimensions
· Provide 12 hour of support (8am to 8pm Mon to Friday) according to roster.
· Will be required to rotated work shifts (include weekends and public holiday)

Key responsibilities
  • Respond to Customer's Service Desk
  • Carry out proactive fault monitoring and incident management
  • Respond and Manage incidents via ticketing system to resolution
  • Work with 3rd party vendors or partners to resolve problems
  • Provide 2nd level technical assistance to achieve problem resolution
  • Escalate to 2nd/3rd level specialist resolution support  if needed
  • Ensure restoration of services within SLA 
  • Involved in new  process and tool implementationfor project rollout using appropriate tools and equipment
  • Coordinate acceptance testing with customers
  • Maintain documentation on all products supported

 
Knowledge, skills and experience required

Education and training
· Diploma or Degree in Computer Science, Data Communications, Electrical Engineering (or equivalent)
· Experience with Windows operating system is a must
· Experience with Citrix Metaframe/XenApp is a must
· Network management experience with application like HP Openview, SNMP agents, InfoVista, EMC SMARTS, Netcool, etc. is a must.
· Experienced in customer services / helpdesk environment
· Experience with VMWare ESX environment is beneficial
· Strong knowledge in EMC-SMARTS, CA CEM at operator level is advantageous
· Certification in Windows, Citrix, CISCO, VMWare ESX would be an asset
· Experience with SQL Server database environments would be an asset
· 1 to 3 years experience of troubleshooting network protocols; IP on Switched Ethernet and Token Ring, as well as WAN protocols; X.25, frame relay, MPLS, WAN, and LAN.
· Experience with Cisco switches (Catalyst and Nexus) is advantageous
· Experience with NetApp storage is advantageous
 

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General CV submission 

 

Country: Singapore
Employment Type: Full time
Salary: Open