Tuesday, 27 March 2012

Technical Support Engineer

Technical Support Engineer

The Role :
Primary responsibilities include assisting with highly technical support requests from our enterprise customers around globe via web ticketing system, while maintaining an extremely high level of customer satisfaction.

Primary Responsibilities :

  • Perform initial or secondary investigation and respond to web cases.
  • Gathering information for each issue.
  • Carrying out the necessary research.
  • Providing analysis to fully understand the issue.
  • Proposing workarounds if appropriate.
  • Proposing and discussing fixes, providing advice and educating customers.
  • Interfacing with engineering, product management and support management when necessary in order to prioritize customers' requests.
  • Incorporating your findings in Red Hat's knowledge base.
  • Should be comfortable working in Shifts & handle phone calls when ever required.
Job Requirements

Required Skills & Experience:
Required Technical Skills & Professional Experience:

  • Two or more years of commercial Linux experience (5+ for senior) in the enterprise sector - configuration, troubleshooting, debugging, etc.
  • Linux system administration experience.
  • Good theoretical knowledge of networking, UNIX-like services and concepts.
  • Advanced application debugging knowledge.
  • Basic kernel debugging and tuning knowledge.
  • Strong troubleshooting skills and a passion for problem solving and investigation.
  • Strong Customer focus and service orientation.
  • Ability to work with conflicting priorities and able to use initiative to develop solutions.
  • Previous knowledge of support systems and tools.
  • Solid understanding of Open Source technologies and technical support environments.
  • Software development/programming experience is preferred.
  • Scripting abilities preferred (Perl/Python/Bash).
  • Knowledge of enterprise storage solutions and clustering.
  • Knowledge of enterprise database solutions.
  • Prior participation in open source software projects is preferred.
  • IT degree or equivalent experience in the enterprise IT sector
  • RHCE or other Linux certification is preferred.