L1.5 LMT Support Engineer in English

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Employer: confidential
  • Customer Support - Client Service
  • IT Hardware
  • IT Software
  • Job type: full-time
    Job level: 1 - 5 years of experience
  • nationwide
    Updated at: 13.02.2019

    1. Technical skills:
    - Basic MS Windows Sever 2000/2003 and/or Linux administration knowledge (e.g. installation, create/modify users, manage system settings and services, etc.)
    - Good knowledge of enterprise applications architecture (e.g. n-tier applications structure and components)
    - Basic web application architecture and functionality knowledge (e.g. what is a web server, what is HTTP, how does a web browser communicate with an application server, etc.)
    - Java/JSP basic knowledge (e.g. what is an applet, what is a class file, what is a JSP file, etc.)
    - General Relational Database administration and SQL knowledge (e.g. how to use specific tools and create simple SQL commands, understanding tables/objects concepts)
    - Previous experience with ERP, CRM, CMS applications either as a user or as an administrator/operator (e.g. familiar with modular structure applications)
    - General IT administrative knowledge, basic notions and exposure to server architecture and operations (e.g. what is a cluster, load balancer, how to troubleshoot a user/hw/sw error)
    - Good understanding of computer networks architecture (data communication, small to medium environments administration and configuration)
    - Basic understanding of programming and or scripting concepts, preferably from a Java environment perspective (e.g. what is a class, what is a method or property, how to inherit, etc.)

    2. Soft skills:
    - Communication skills
    - Troubleshooting skills, Patience
    - Customer care/support experience
    - Good command of the English language

    Traits and competencies wanted:
    - Technical
    - Problem solver
    - Excellent communication and listening skills
    - Team player
    - Very good analytical skills
    - Eagerness/willingness to learn
    - Ability to perform under pressure
    - Ability to multi-task
    - Ability to adapt in a multicultural environment and ever changing sector
    - Willingness to travel
    Nice to have:
    Any or multiple of the following languages: French, German, Russian, Italian, Spanish


    For European scope of clients Software Support Specialists are required to deliver Remote Technical Software Support Services in client national language:
    - Providing in depth remote technical software support for IBM applications to clients
    - Interacting with client functions consistently until problem solution
    - Interacting with Development when a bug/issue is identified
    - Analyzing problems/situations, understanding problem impact on client business
    - Applying problem solving techniques
    - Responding to client queries, providing timely resolutions to client issues via telephone or portal
    - Maintaining highest client satisfaction
    - Maintaining positive client relationships even in severe and pressurized situations
    - Performing problem management and end-to-end problem ownership
    - Logging all related activities for each customer query and handling client data securely
    - Employing client's standard support delivery methodologies and tools
    - Performing in international software support delivery processes and environments
    - The resource will provide remote software support for Maximo, SCCD, TSRM applications for EMEA customers