您所在位置：主题：[原创]北京聘：Technical Support Specialist
zbc0411
[专家分：0] 发布于 2009-07-09 16:41:00
Responsibilities
l Lead customer service projects including:
1. Reproducing customer environments to triage and root cause customer problems and provide resolution
2. Document customer issues in a customer tracking database and online knowledge base
3. Participating in and performing customer upgrades (remote via WebEx or VPN).
4. Coordinating with L1 (Helpdesk), L2 (Field Service) and L3 support activities.
5. Providing an escalation path for L3 support into development if required.
l Interface with engineering and Quality Assurance as needed; participate in pre-sales activities to understand client challenges and to aid solution development..
l Participate in customer services practice development activities, including:
1. Developing best practices, templates, methodologies, knowledge management
2. Assist in developing analysis & triage tools.
3. Participate in case escalations with other members of the WW support team.
Requirements/Preferences
l Previous experience supporting enterprise customers and/or experience in developing enterprise storage management software.
l Excellent communication and writing skills
l In-depth knowledge and/or experience supporting backup and disaster recovery, and storage and networking solutions, including Network Attached Storage (NAS), Serial ATA (SATA), and Storage Area Networks (SAN) infrastructure components
l Networking background, and a solid understanding of networking technologies (TCP/IP, LAN and WAN) as they relate to storage and backup and recovery solutions
l Storage fabric switch experience.
l Strong understanding of Storage Fibre Channel and Arbitrated Loop protocols
l Multiple operating systems experience (Microsoft, Sun Solaris, HP-UX, AIX, and Linux, or some combination)
l Knowledge and/or Current certification with one of the major enterprise backup and recovery applications; i.e. Backup Exec or Tivoli Storage Manager.
email：zbc_0411@126.com
l Lead customer service projects including:
1. Reproducing customer environments to triage and root cause customer problems and provide resolution
2. Document customer issues in a customer tracking database and online knowledge base
3. Participating in and performing customer upgrades (remote via WebEx or VPN).
4. Coordinating with L1 (Helpdesk), L2 (Field Service) and L3 support activities.
5. Providing an escalation path for L3 support into development if required.
l Interface with engineering and Quality Assurance as needed; participate in pre-sales activities to understand client challenges and to aid solution development..
l Participate in customer services practice development activities, including:
1. Developing best practices, templates, methodologies, knowledge management
2. Assist in developing analysis & triage tools.
3. Participate in case escalations with other members of the WW support team.
Requirements/Preferences
l Previous experience supporting enterprise customers and/or experience in developing enterprise storage management software.
l Excellent communication and writing skills
l In-depth knowledge and/or experience supporting backup and disaster recovery, and storage and networking solutions, including Network Attached Storage (NAS), Serial ATA (SATA), and Storage Area Networks (SAN) infrastructure components
l Networking background, and a solid understanding of networking technologies (TCP/IP, LAN and WAN) as they relate to storage and backup and recovery solutions
l Storage fabric switch experience.
l Strong understanding of Storage Fibre Channel and Arbitrated Loop protocols
l Multiple operating systems experience (Microsoft, Sun Solaris, HP-UX, AIX, and Linux, or some combination)
l Knowledge and/or Current certification with one of the major enterprise backup and recovery applications; i.e. Backup Exec or Tivoli Storage Manager.
email：zbc_0411@126.com