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RSA- Technical Support Engineer TSE I (Netwitness)

Job Description and Requirements

PRINCIPAL DUTIES AND RESPONSIBILITIES:

  • Reviews technical solution articles for accuracy and completeness, and give feedback to the authors.
  • Acts as a remote customer advocate to champion specific customer needs in collaboration with field team.
  • Understands and uses sphere of influence extending outside of the department.
  • Participating in and leads conference calls with customers Knows their audience and articulate accordingly.
  • Participates in eServices content creation (self-service) and maintenance such as Chat, Knowledgebase content, Support forums, etc.; regularly submits content to the knowledge database
  • Validates technical information and issues early warning and disseminates information as needed.
  • Interfaces directly with customers at different stages of problem resolution process including understanding issues customers are facing, communicating plans for resolution, explaining developments, and conveying resolution.
  • Assesses when it is necessary to engage or escalate to more senior resources to resolve more complex issues.
  • Manages own schedule of cases, which includes determining priority levels and negotiating and setting expectations with customers.
  • As a 24X7X365 organization, shift work, holidays, weekends and on-call responsibilities may be required.
  • Works toward becoming subject matter expert in a particular area or areas.
  • Mentors and/or coaches less experienced TSEs, Helps develop and participate in presentations and informal training for other TSEs.
  • Applies systems analysis techniques and procedures to determine hardware or software systems functionality.
  • Applies technical knowledge to analyze and use highly technical troubleshooting tools and content and analytical practices; uses operational and diagnostic procedures to diagnose and resolve issues in unique and often complex customer environments.
  • Systematically gathers relevant information and analyzes a broad range of factors while working to diagnose and resolve issues.
  • Determines which tool(s) to use to resolve issues including running tests and be able to identify when deviation from the available troubleshooting tools and documents is appropriate.
  • Effectively communicates procedural and technical issues to internal and external customers in a fast paced and customer critical environment.
  • Maintains a "closed-loop" communication style that ensures proper and consistent documentation in service request case notes; assuring all appropriate individuals are notified of ongoing issues and problem resolution status.
  • Contributes and develops knowledge-based articles; may perform senior or expert level tasks for assigned products and skills; prepares articles for other TSEs and/or customers regarding technical solutions

Required Experience and Skills:

  • Ability to work in a high-pressure environment.
  • Customer Service skill.
  • Troubleshooting skills.
  • Education Required:       Bachelors in IT, Communications or Computer Science(Technical)
  • Experience Required:    1-2 years relevant experience
  • Interpersonal skills.
  • Presentation skills.
  • Technical Skills.
  • Good knowledge of security fundamentals.
  • Very good knowledge with Linux server environments/bash.
  • Strong Database in both SQL and NoSQL.
  • Experience in Java Applications/Servlets.
  • Puppet/Chef/Salt is a big plus.
  • Good command of knowledge in AWS,Azure and openstack.
  • Knowledge of Networking, Architecture & Administration.