Customer Success Engineer (L2- 2.5 Support)

Angajator: VON Consulting SRL
Domeniu:
  • Customer support - Client service
  • IT Software
  • Tip job: full-time
    Nivel job: 1 - 5 ani experienta
    Orase:
  • BUCURESTI
  • Actualizat la: 21.08.2019
    Scurta descriere a companiei

    VON Consulting is an HR Consultancy company, providing solutions and services in the following areas: recruitment and executive search, personnel leasing, payroll, administration and training.

    Cerinte

    Must have:

    - Good experience in offering support of administrating Linux environments and/or applications.
    - Experience troubleshooting with at least one Scripting language: (preferably Bash)
    - Relevant experience with SQL – ( basic queries: Select, update, Insert, etc.)
    - Basic networking skills (e.g. TCP/IP , HTTP, or any encryption methods/protocols)
    - Knowledgeable of basic troubleshooting and debugging live software systems
    - Basic experience in VMware ESXI server ( administration & Troubleshooting)
    - Basic experience with any web/application servers (e.g. Apache, JBoss)
    - Very good abilities for root cause analysis (RCA)
    - Availability to travel for short periods of time, 2-4 times per year, to perform on-site Integration, Deployment and/or post-support.

    + Ideally, plus at least 1-2 skills from „nice to have”

    Nice to have:

    - French language at a conversational level
    - Experience in maintaining IBM/HP Servers, SAN, Dell, and PC servers
    - Scripting ability in one or more of the following – C/Borne/Korn shell, batch, files and SQL.
    - Good/very good scripting skills (Python, shell scripts…)
    - Knowledgeable in Java or any other OOP language. (able to read and understand code)
    - Experience in development, customization, and integration would be an added advantage
    - Knowledgeable in administrating and maintaining Oracle Database
    - Certification in system management best practices (ITIL) is a plus (or relevant experience).
    - Experience in NetApp technology is a plus
    - Experience with Windows Servers is a plus.

    Responsabilitati

    - Analyze, Troubleshoot, solve self-assigned tickets escalated by Support Level 1 (agencies).
    - Maintain components of IT infra and backend, including Hardware and Software.
    - Reproduce customer issues and document them before escalation to L3 Software support team.
    - Formalize corrective action plans or local workaround within the SLA.
    - Solve or escalate the analysis to the Level 3 support internal team or suppliers for getting a permanent fix or further investigation and expertise.
    - Communicate regularly to keep the customer and Customer Success Managers informed on the progress
    - Delivered maintenance documentation, operation manual, test procedures and test reports.
    - Perform on-site administration activities and preventive maintenance – customer premises
    - System ramp up support on site – customer premises
    - When on-site upgrade, perform activities of integration, deployment and on-site post-support customer premises
    - Fill-in Support ticket tracking tool appropriately
    - Ensure customer satisfaction in maintenance and support

    Alte informatii

    This is a new team opening in the Bucharest office and in the initial stage it will be composed of 6 Advanced Support Engineers, 3 Maintenance Project Managers and 1 Team Leader.

    Clients are generally public or private organizations who have solutions in the area of Biometrics and or Augmented Identity, implemented by the company.