Were trying to hire again... Overview: SGI is focused on helping customers solve their most demanding technology challenges by delivering high performance computing, server, storage, data center and cloud computing solutions and professional services. Responsibilities: Call handling, problem resolution and escalation To provide technical support via telephone or e-mail to customers, partners and SGI employees in line with defined CSC procedures. This will include diagnosis of hardware problems and software support on SGI’s server and storage product range that include Linux, Irix and Windows operating systems. To resolve technical problems through personal knowledge, research or teamwork. To escalate cases to the appropriate skill level in line with defined CSC procedures in order to ensure timely resolution and to maintain customer satisfaction. To coordinate onsite visits and parts ordering with SGI and third-party field teams. To meet productivity and quality targets as agreed with the CSC Manager. To be the first point of contact to customers calling into the Global Customer Support Center, checking entitlement, logging, allocating and closing calls appropriately. Customer Satisfaction To consistently set and meet customer expectations and continually develop customer service skills. Continuous Improvement To contribute to the improvement of CSC processes, procedures and tools. To help and support other members of the team through sharing of information and effective team working. Technical Growth and Development To maintain and develop technical skills through: agreeing a formal training and development plan with the CSC Manager reading and researching topics within area of expertise learning from other team members Qualifications: The successful candidate must be a U. S. Citizen. An experienced Linux/Storage support engineer or systems administrator who is experienced in working with mission critical customers to diagnose and resolve software and hardware problems. An engineer who inspires confidence by demonstrating an in-depth knowledge of Linux/Unix and/or low-level storage infrastructure and/or Networking skills. A strong teamworker and communicator with the desire to provide excellent customer service through telephone and e-mail technical support to SGIs customers. A college degree in computer science/electronic engineering or related field or equivalent experience. Minimum of 2 years hardware and software troubleshooting experience in a customer facing role, either telephone or face to face. Experience working in a team environment This is a 7x24 work environment with 8 hour rotating shifts.
Posted on: Wed, 05 Mar 2014 03:25:05 +0000
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