Technical Support Engineer

Windows, Linux, CompTIA Linux+ or equivalent (certification helpful)
Full Time
Depends on Experience
Work from home not available Travel not required

Job Description

Technical Support Engineer 

The Customer Care / Technical Support organization seeks an ambitious technical support engineer to provide technical support and problem resolution for customers Micro Focus products and offerings - primarily Security and Monitoring products. The key skill-set is Windows focused, but familiarity with Linux is helpful.

The Technical Support Engineer will

  • Troubleshoot and resolve complex, critical and sensitive support issues over the phone, electronically and occasionally on-site.
  • Engage with next level support, development or product management.
  • Recreate customer issues and if needed document solutions to known issues.
  • Manage status and activity reporting to customer and other departments within the company.
  • Be available for occasional weekend and after hours work.
Education and Experience
  • Bachelor's degree in Information Systems, Computer Science or related degree (or equivalent experience).
  • Ability to utilize a computer and software programs to understand and resolve technical product issues, locate potential software bugs, etc.
  • Position requires a strong technical aptitude.  Able to quickly learn and understand new technologies.
  • Outstanding customer service skills (via phone, e-mail, chat, and in person).  Ability to provide accurate and timely response and resolution to customer issues over the phone or electronically.
  • Ability to appropriately handle tense/stressful customer situations regarding service outages and issue resolution - a core ethos of doing whatever is necessary to keep the customer happy
  • Ability to troubleshoot and analyze complex issues and offer alternative solutions, making timely logical decisions based on overall customer needs.
  • Position requires a strong sense of responsibility, self-motivation and the ability to prioritize and organize workload to complete multiple, simultaneous workloads.
  • Highly developed interpersonal, oral and written communication skills in English. (Second language skills are a plus.)
  • Ability to work in a dynamic team environment with other highly skilled, motivated team members
  • Experience with heterogeneous networks and network operating systems such as Windows and Linux. 

Skills and Knowledge

  • Prior experience in front line technical support position highly desired or solid in shell usage and basic system commands.
  • Windows expertise and familiarity with rpm based Linux systems
  • Understanding of LPI1, CLP, RHCA, CompTIA Linux+ or equivalent (certification helpful)
  • Solid understanding hardware architectures, predominantly x86 and x86_64.
  • Good understanding of virtualization technologies (XEN, KVM, VMware, Hyper-V).

If you want to be part of what's next and find out more about our available opportunities, visit Micro Focus Careers.

Position Id : 7006488
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