At Micro Focus, everything we do is based on a simple idea: The fastest way to get results is to build on what you have. Our software solutions enable organizations to do just that. Secure and scalable, with analytics built in, they bridge the gap between existing and emerging IT—fast-tracking digital transformations across DevOps, Hybrid IT, Security, and Predictive Analytics. In the race to innovate, Micro Focus customers have the clear advantage.
Our portfolio spans the following areas: DevOps | IT Operations| Cloud | Security | Info Governance | Big Data, Machine Learning & Analytics.
Customer Solution Centers are made up of teams that provide remote (offsite) service; customer access, pre-sales, post-sales, and service delivery. Technical teams focus is to solve various business systems and applications problems for customers, onsite engineering personnel and Authorized Service Providers on standard, specialized or complex systems. We are looking for people with a wide skill level over several IT aspects to do L3 support for our enterprise backup software “Data Protector”.
Successfully resolve technical issues (hardware and software) from incoming internal or external businesses and end user's contacts and proactive notification systems.
Review and may resolve complex business issues.
Excellent communication skills. Add case resolution to KMS.
Education and Experience Required:
First degree or equivalent experience preferred.
3-5 years’ experience in relevant technologies and customer environments.
Relevant industry qualification where applicable.
Knowledge and Skills:
Excellent verbal and written communication skills in language to be supported.
Experience in troubleshooting in a technical environment. This requires knowledge in Linux, Windows and Virtualization (VMware and Hyper-V) operating systems, general knowledge about database systems and their backup interfaces. Basic skills in network and active directory administration. Basic knowledge in Storage Area Networks (SAN), Disk Array and Tape Library technology. Experience in troubleshooting client - server based applications.
Excellent analytical and problem solving skills.
Advanced proficiency with case management databases and tools.
Superior customer service skills.
Phone and remote support.
Ability to solve and document solutions for usage of other technicians and customers.
Ability to mentor new agents.
Ability to lead resolution activities with escalated customers.
Ability to contribute to technical action plans.
Micro Focus is proud to be an Equal Opportunity Employer. Prospective employees will receive consideration without discrimination because of race, colour, religion, creed, gender, national origin, age, disability, marital or veteran status, sexual orientation, genetic information, citizenship or any other legally protected status