URGENT opening- Technical Support Manager/ Lead/ Windows sys Support/admin- San Mateo, CA - Full Tim

Discussion in 'Java' started by prachi, Jan 17, 2009.

  1. prachi

    prachi Guest

    This is a Full time Position (w/h Base salary & Benefits)

    Location: San Mateo, CA

    *******Please send your resume to
    ***************
    Job Description:

    ***** Manager, Technical Support/ Lead Technical Support ********

    The individual must have at least two experience troubleshooting
    enterprise software and Windows/Linux O/S installation, configuration
    and administration.

    Must Have:
    * Systems administration skills on Windows OS.
    * Experience troubleshooting/managing AD , SharePoint , MS Exchange or
    LDAP.
    * Experience and understanding of the use of VB Scripts , batch files
    or Shell.
    * Understanding/use of SQL databases such as MSSQL Server , Oracle or
    Postgres.
    * Strong troubleshooting and analytical skills measured by the ability
    to solve complex technical issues with little or no guidance from
    others.
    * Graduation from college or technical school in relevant coursework
    or a minimum of five years experience in a customer support
    environment providing technical support remotely or in person

    Responsibilities:

    * Performs daily operational administration duties and manages a
    personal caseload providing technical support via email , telephone
    and other electronic medium.
    * Maintains thorough depth and breadth of Company product knowledge.
    * Participates in on call rotation carrying the after hours emergency
    support phone/pager.
    * Creates knowledge articles for relevant cases and general issues for
    the Company technical support knowledge base.
    * Potential travel required to customer sites and product trade shows.
    * Coordinates with/mentors junior support members to provide superior
    customer support.
    * Tracks technical activities and processes within technical support
    to ensure customers are handled within defined Company standards.
    * Makes decisions on case escalations based on customer business
    situations.
    * May also serve as point person on escalated issues.
    * Development and management of technical support tools
    * Acts as a liaison between support team and senior management.
    * Acts as a liaison between the customer and engineering team.
    * Represents technical support as a customer advocate from a product
    support perspective to other departments.


    *******Please send your resume to
    ***************
    prachi, Jan 17, 2009
    #1
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