Engineer Customer Support Resume Samples
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Engineer Customer Support Resume Samples
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FH
F Huels
Frederick
Huels
385 Schamberger Tunnel
Chicago
IL
+1 (555) 529 1855
385 Schamberger Tunnel
Chicago
IL
Phone
p
+1 (555) 529 1855
Experience
Experience
Detroit, MI
Engineer Customer Support
Detroit, MI
Haley Group
Detroit, MI
Engineer Customer Support
- Respond to network management system alarms according to established processes
- Working knowledge of Networking industry, products and protocols
- Effectively create and utilize complex lab setups to duplicate and solve problems, validate planned changes to software and hardware design
- Drive for continuous learning, results orientation and teamwork
- Provide remote troubleshooting support to resolve UC related issues
- Effectively work with cross-functional teams to resolve major customer issues
- Analyze, configure and troubleshoot large complex networks with mixed media and protocols
Chicago, IL
IT Customer Support Engineer
Chicago, IL
Bosco, Rowe and Haag
Chicago, IL
IT Customer Support Engineer
- Working within the education IT sector is highly stimulating and hugely rewarding
- Performance Related Bonus Scheme
- 1st line support of network infrastructure, VMware, Citrix, Apple, Google & archiving solutions
- RM offers exceptional career development and advancement opportunities
- Work with a very broad and constantly evolving array of ICT
- Strong planning, organising and prioritising abilities. Target focused
- A chance to work in one of the UK’s leading employers ( awarded ‘Britain’s Top IT Employer' in 2009, 2010 & 2012 and certified as a Top Employer UK category in 2013, 2014,2015 & 2016)
present
Chicago, IL
Global Customer Support Engineer
Chicago, IL
Bartoletti, Larson and Marvin
present
Chicago, IL
Global Customer Support Engineer
present
- Handle customer service requests (CSR) according to Working Level Agreement
- Coordinate and manage Customer meetings
- Perform Trouble Shooting for customer issues
- Provide consultation, diagnosis, escalation, status reporting and resolution implementation to reported problems
- Liaise with Professional Services’ Project Managers to ensure implementation projects receive the necessary support
- Perform verification activities
- Execute Product Deployment activities and FOA/FFI both in Ericsson and at customer premises
Education
Education
Bachelor’s Degree in Autonomy
Bachelor’s Degree in Autonomy
Florida Atlantic University
Bachelor’s Degree in Autonomy
Skills
Skills
- Strong technical knowledge in LAN Switching, PVST+, MST, VRRP, GPBP, Virtualization (VPC, VDC, VSS)
- You hold strong analytical and problem solving skills with ability to troubleshoot technical problems
- Provide input to service delivery knowledge management databases for capturing details of new problems with Cisco products
- You have strong people skills, the ability to collaborate effectively with customers and other internal teams
- Good knowledge on technologies like AAA, RADIUS,PPP,DHCP,VPDN etc
- Sound knowledge of Linux, Basics of SQL or Oracle database
- Proven crisis management skills and ability to handle critical customer issues/problems
- Able to identify problems, acquire ownership and deliver solutions at a high level of customer satisfaction
- Excellent written and verbal communication, interpersonal and presentation skills
- Ability to function effectively in ambiguous circumstances
15 Engineer Customer Support resume templates
Read our complete resume writing guides
1
Junior Customer L Support Engineer Resume Examples & Samples
- Work closely with clients as leading resolver to assist and expedite problem resolution during product implementation by providing remote troubleshooting and guidance
- Review diagnostic information to assist in isolation of a problem cause (which includes interpreting traces and dumps)
- Synergistically work with Development Engineers for knowledge transfer and code improvement
- Partner with other support teams and service units to provide seamless problem resolution that lead to delightful client perceptions
- Demonstrate proficiency in the products supported by maintaining applicable technical certifications
- Provide technical support within established guidelines; demonstrating soft skills and technical skills that contribute to client satisfaction
- Demonstrate excellent oral and written communication skills
2
Customer Success Support Engineer Resume Examples & Samples
- Demonstrated passion for excellence with respect to treating and caring for customers. Ability to communicate clearly and professionally, both verbally and in writing
- Accept Tier 1 / Tier 2 enterprise calls, emails, and forum posts, to understand and replicate the issue presented, then provide the appropriate solution to the issue
- Strong configuration, troubleshooting and debugging skills relating to hardware, drivers and software issues
- Proficient in installation, configuration, maintenance of SQL server or equivalent databases
- Ability to work with distributed teams
3
Engineer.customer Support Resume Examples & Samples
- CCIE required
- Requires BS/BA degree or 8 + years of experience in networking/ telecommunications industry
- You have at least 3 years' experience troubleshooting Routing & Switching across Cisco platforms
- ASR9K, CRS, Nexus, Datac Center experience is highly desired
- Strong documentation skills--to be utilized for case management, to gather knowledge, and defect management and training
- Very strong analytical skills--will be utilized often in this position
- Tried crisis management skills, and the ability to excel under pressure
- Demonstrated excellence in customer-interaction, written and verbal communication, assertive leadership
- Cisco Security product experience
4
Engineer.customer Support Resume Examples & Samples
- BA/BS qualified (favourable - IT, Comp Science, Electronics Engineering)
- 8-10 plus years of experience in technical network engineering role in Packet Core
- Previous work experience on Cisco AR5500/ASR5000
- Very good knowledge of Mobility Call Flows (LTE-EPC ,3G,2G),
- Working/Architecture level knowledge of Service Provider- Wifi (Non 3GPP standard)
- Multi-vendor environment exposure (Ericsson, Huawei, Samsung for adjunct perspective) will be plus
- Routing and Switching/UCS Knowledge would be a plus for working in this environment
5
Engineer Customer Support Resume Examples & Samples
- Fundamental knowledge in configuration and troubleshooting in IP internetworking including IPv6, MPLS, MPLS VPNs and IP routing protocols (IS-IS, OSPF, BGP)
- Strong technical knowledge in LAN Switching, PVST+, MST, VRRP, GPBP, Virtualization (VPC, VDC, VSS)
- Expert level knowledge in cisco Data Center technologies and products such as ASR 9K, Nexus 7K, 5K, 3K, 9K. Experience on cisco ASA firewalls will be added advantage
- CCIE is Data Center desired, CCNP Certification is MUST
6
Customer Success Technical Support Engineer Resume Examples & Samples
- Required: have technical support experience with Asia Pacific colleagues, customers, and/or partners
- Must be able to work swing shifts (afternoons/evenings)
- Recent customer facing experience; telephone or email
- Proficient in Windows Command lines, scripting structure and syntax
- Prior experience working with Anti-malware, Antivirus, firewall and security software a plus
7
Senior Collaboration Engineer Customer Support Resume Examples & Samples
- Develop expertise in specific areas (i.e. technology, product)
- Identify strengths, gaps and improvement opportunities across the team (both technically and procedural)
- Effectively create and utilize complex lab setups to proactively identify, duplicate and solve problems, validate planned changes to software and hardware design
- Take ownership of complex problems, provide remote support in performing analyses, configuration and optimization of large complex architectures with mixed media and protocols
- Monitor and evaluate progress to resolution of Incident tickets
- Follow the defined communication procedures for incident updates
- Respond to escalations and/or assistance requests originated from customer or peer engineers according to established processes
- Manage issues / engineers involvement and customer communication by setting expectations, taking ownership and meeting/exceeding those expectations in order to achieve the highest level of customer satisfaction
- Prioritize and drive to resolution identified key customer issues
- Effectively work with cross-functional teams to resolve major customer issues
- Create and/or improve Methods of Procedure and action plans for usage in pro-active and reactive measures
- Create and refine processes to drive team towards SLO goals and to ensure repeatable customer experience
- Submits complete and correct product defect reports in area of expertise
- Drive for continuous learning and improvement, results orientation and teamwork
- Strong leadership and crisis management skills
- Excellent working knowledge of Routing, Switching, IP Telephony/Video, and Telecom technologies (including experience dealing with carriers)
- Excellent analytic skills
- Ability to work while receiving minimal supervision, keeping focus on results
- Translates worldwide team goals into own work assignments
- Ability to mentor and coach others, transfer knowledge and/or effectively explain complex technical concepts
- Ability to drive change through innovation & process improvement
- Proven planning, prioritization and organization skills
8
F Fan Hardware Customer Support Engineer Resume Examples & Samples
- 6-10 plus years of related experience
- Jet engine assembly and engine shop maintenance knowledge is desired
- Demonstrated ability for solving and strong work ethic
9
Customer Support Engineer Service Resume Examples & Samples
- Carry out “On Site” activities (Loop check, startup, optimization, qualification)
- Be available for “on call duty” for specific customers
- Train customers for project specifics
- Create proper documentation
- Supervise and actively install products / new systems / system extensions with our customers
- Provide active on-site service and maintenance
- Organize repairs and regular spare parts for customers
- Report and follow-up problems / claims with our suppliers
- Grow the Systems Service business, especially service contracts, Guardian and DeltaV Add on packages
- Sales support / Application support in house and at customer site
- Keeps the “Business Ethics” stipulated by Emerson and follow the Trade Compliance, QM & SCC procedures. To ensure that all transactions are properly screened and recorded in accordance with the company’s Trade Compliance procedures and to escalate any concerns or questions to the local Gatekeeper
- Supports Think Customer MOT Initiative
- Technical Degree or equivalent
- Industrial process experience, preferable in pharmaceutical industry
- Experience with DCS / PLC Control systems as well as different type of sensors / actors
- Experience in qualification processes of pharmaceutical plants
- Excellent Computer & IT Network Skills
- Fluent in English language
- Prepared to travel whenever necessary an on short notice
- Mature personality which is very much self-driven and self-motivated
- Prepared to undergo technical and commercial trainings whenever the need arises
10
Wonderware Global Customer Support Engineer Resume Examples & Samples
- Preferred location is Lake Forest, CA but alternative locations are Houston, TX or Burlington Ontario (Canada). Working remotely is also a possibility for the right candidate if they are knowledgeable in our products
- Document activities and findings in a case tracking tool
- Technical troubleshooting, analysis, and diagnosis of product issues
- Technical troubleshooting, analysis, and diagnosis of custom application issues
- Technical troubleshooting, analysis, and diagnosis of custom integration issues
- Ensure case updates and resolution timeframes are in line with service level agreement
- Delivery of product issue work around or fix
- Replication of customer issues
- Development of technical documentations (Tech Notes, Tech Alerts, FAQs, etc)
- Learn Wonderware Skelta and related products at a fast pace
- Http://www.skelta.com/products/bpm/overview.aspx
- Excellent communication skills, written and verbal (English fluency as a first or second language)
- Collaboration mindset and ability to work in a virtual team environment towards a common goal
- Microsoft Windows Operating Systems
- Knowledge of MS .NET platform, C#, Java scripting and HTML programming
- Microsoft SQL Server database development tools and languages (SQL, PL/SQL, T-SQL)
- Microsoft SQL Server database administration
- Current versions of Wonderware Skelta and related products
- Domain experience in the implementation and use of process control utilized in manufacturing space will be a plus
- Multiple years of experience as a Technical Support Engineer or related field practicing in support, design, development, and/or integration of IT solutions for enterprises
- BS degree in a respective Computer Science or Engineering field (extensive work experience may supplement degree)
11
Specialist Customer Support Engineer Resume Examples & Samples
- 5+ years of experience in SAN and storage or storage-related areas (in vendor, reseller or integrator, customer) as an engineer, implementation specialist or similar
- Excellent knowledge and hands on experience supported by formal certification in following areas: SAN equipment of at least one vendor, general storage technologies, Storage systems of at least mid-range level (more than one vendor is a plus)
- Understanding storage performance analysis methods
- Good knowledge and hands on experience in Unix and Linux operating systems, LVM, MPIO, Clustering, Disaster Recovery theory (Windows and mainframe is a plus)
- Overall good knowledge of IT technologies, infrastructure and services
- Experience in writing project documentations and/or white papers
- Well organized, adaptable, clear thinker
- Excellent written and spoken Russian, good English
12
Regional Customer Support Engineer Resume Examples & Samples
- Escalate issues as they arise
- Communicate to supervisor actions
- Update action plans as instructed
- Obtain data for root cause analysis for all early failures and prepare QC Reports to Oyama TS and QC department
- Ability to work overtime as necessary to meet customer expectation
- Must follow all safety regulations and maintain a safe accident free workplace
- Assist in the review of documents for compliance with work procedures, OHSA standards
- Logistics support
- Service News tracking and planning
- Part identification
- Tooling Calibration / maintenance process owner
- Training interface with Customers
- Schedule training delivery
- Maintain training schedule
- Maintain GPU training course curriculum
- Customer needs analysis
- Revise to meet customers changing requirements
- Joint Support training assistance
- Feedback to NPI/ASML on JS performance
- Internal OJT tracking and performance improvement
- Answers standard questions and knows when to direct others for further advice
- Gives and receives technical information
- Effectively communicates through written correspondence
- Technical Communications
- Assist Primary window of information exchange with Oyama
- Action item list implementation
- Assist Reporting LASER subset performance
- Technical information clearinghouse in US
- Shared documentation library
- Technical resource for field and HQ staff
- Timely exchange of communication with GPI
- Degreed in discipline or equivalent level of knowledge, Associates degree related to LASER technology
- Zero to three years of progressive learning and demonstration of skills related engineering and work experience showing ability to communicate, analyze, troubleshoot and going above and beyond to perform work assigned
- Work on skills and progress toward “Regular” Level rating on Laser skills and Techniques established by GPI
- Possesses an ability to learn and develop technical skills related to basic engineering techniques, procedures, tools, etc
- Show the ability to learn to troubleshoot, analyze and adapt to changing situations while working on lasers or office environment
- Desire and ability to represent Gigaphoton in a positive and professional manner. Introduction to Core Behaviors vital to Gigaphoton success and culture
- Proactive – Learning to identify and resolve problems before they become problems
- Responsiveness – Learning how to take swift action in response to requests or recognition of problem
- Discipline – learning to adhere to training, principles, obligations, deadlines, commitments, follow instructions and process as written
- Continuous Improvement - Learning and improving our abilities, skills and techniques
- Flawless Execution – Learning to prepare for job and completion without incident
- Very strong skills in customer service
- Learning to be able to perform Indirect work at an expert level
- Excel, Word, Power point
- Digital imaging
- Egworks
- ReDeem
- Learning how to develop and write action plans, schedule service, explain key metrics
- Ability to monitor and maintain subset of lasers at customer site
- Gathers data
- Generates basic reports, charts and graphs
13
Engineer Customer Support Resume Examples & Samples
- Analyze, configure and troubleshoot large complex networks with mixed media and protocols
- Effectively create and utilize complex lab setups to duplicate and solve problems, validate planned changes to software and hardware design
- Provide remote troubleshooting support to resolve UC related issues
- Engage AS and TAC for assistance on RMAs and complex issues support
- Strictly adhere to processes related to tickets update with meaningful and correct notes
- Respond to network management system alarms according to established processes
- Priority support for identified key customer functionalities and escalations
- Working knowledge of Routing, Switching, IP Telephony/Video, and Telecom technologies (including experience dealing with carriers)
- Able to identify problems, acquire ownership and deliver solutions at a high level of customer satisfaction
- Shares information and communicates clearly with team members in order to improve team effectiveness. Encourages and accepts feedback
14
Customer Support Engineer Data Center Solutions Resume Examples & Samples
- Works on problems of moderate to wide scope and moderate to high complexity. Analysis of issues may involve review of large amounts of data
- Ability to interact with customers in a variety of mediums and knowledge levels
- Provide systems/product training and act as a technical expert
- Works on problems of diverse scope. May be required to interact with other engineers across the globe to resolve issues
- You will also have access to our state-of-the-art lab, where we can recreate customer issues using a wide selection of both networking and test equipment, in a supportive environment
- Be able to drive issue resolution through technical troubleshooting, escalation and management
- Works on complex problems where analysis requires in-depth evaluation of multiple factors within the Data Center environment and across 3rd parties
- Be able to work collaboratively in a team environment, provide training, and mentor and lead other engineers in an on the job, just in time basis
- Strong knowledge/experience with: Microsoft Windows Server, Linux Redhat, Novell and VMware
- Knowledge of networking fundamentals, products and protocols
- Ability to analyze, use and configure small, medium to large networks
- Crisis management skills and ability to handle critical customer issues/problems
- The proven ability to work autonomously
- Strong analytical and troubleshooting skills, the ability to handle critical customer issues in crisis situations, provide innovative solutions and the ability to work under pressure are all required
- Excellent communication, interpersonal and stakeholder management skills
- Skills and knowledge in Data Centre Network Solutions products including UCS, Nexus Switching
- Educational Background: Undergraduate degree in technology and/or engineering
- Programming experience in Python and/or RESTful APIs (using XML/JSON)
- Demonstrates good understanding of routing and switching. (Ideally CCNP R&S or CCNP Data Center
- Certifications such as CCIE, RHCE, VCP
- Experience or Certifications in: Hyper V, Openstack, SAP
15
Engineer Customer Support Resume Examples & Samples
- Ability to analyze, configure, and troubleshoot large Cisco voice networks
- Technical expertise in multiple areas, with a wide understanding of networking protocols and concepts
- Planning, prioritization, and organizing skills
- Drive for continuous learning, results orientation, and teamwork for the ultimate success of our customers
- Leadership and crisis management skills
- Provide consultation to solve problems in broad, complex, and unique networks with mixed media and protocols
- Provide systems/product training for internally and externally teams
- Act as a focal point for network problem resolution
- Effectively utilize lab setups to recreate and troubleshoot problems that are broad and complex
- Provide input to service delivery knowledge management databases for capturing details of new problems with Cisco products
- Provide input to internal engineering and product management organizations to enhance current and future product lines
- Experience with Network Management System (NMS) tools, testing, and automation
- Desire to learn customized IPT NMS tools and infrastructure
- Ability to develop customized and advanced logic within complex tool set to proactively detect failures
- Significant exposure/familiarity with the following platforms
- Cisco Unified Communications Manager (8.x, 9.1, 10.5 & 11.x)
- Cisco Unity Connection (9.1 and later)
- Cisco IM and Presence (9.1 and later)
- Cisco Expressway
- Cisco Voice Gateways
- Cisco IP Phones
- Cisco Routers and Switches
- Data Center technologies including Storage Area Networks (SAN), virtualization (VMWare), and Cisco's Unified Computing System (UCS)
- Information Technology Infrastructure Library (ITIL) framework, with focus on Incident and Problem Management
- Process Improvement identification/execution (e.g., optimization, proactive, innovation, automation)
- Build client relations (e.g., establish productive and reciprocal relationships with RMS Team, Customers, Partners and other stakeholders)
- Professional & concise communication (written & verbal)
- Represent Cisco in customer facing meetings to discuss details of problem investigations, root cause analysis, and recommendations for permanent resolution
16
Product Development Engineer Customer Support Engi Resume Examples & Samples
- BSEE/MSEE or equivalent with a minimum of 5 years experience in High Performance IC/FPGA design/application, verification and validation
- Good knowledge in IC validation methodologies and experience in debugging, conducting test and measurements for various IC timing/frequency/current/ voltage parameters
- Good knowledge in FPGA and SoC architecture is an added advantageExperience in developing programming languages such as tcl, C-programming, VBA, HTML, LABVIEW etc. is an added advantage
- Experience in working on test / measurement on bench, ATE is an added advantage
- Experience in handling various high speed test and measurement equipment such as High Bandwidth Real Time/Sampling Oscilloscope, High Frequency Pulse/Signal , power supply is an added advantage
- Candidates who is highly motivated, self-driven, initiative and resourceful would be suitable for this job scope
17
Customer Support Field Engineer Resume Examples & Samples
- Experience in a print break fix laser and ink environment
- Ability to translate technical jargon into plain language
- Good general knowledge of IT hardware technical standards and technical trouble shooting processes
18
L Customer Support Engineer Resume Examples & Samples
- Provide engineering support to our customer service and implementation teams and users of the mscripts Mobile Pharmacy Platform and to the technical and business staff of large retail pharmacy chains
- Receive inbound support calls from customers, which will account for approximately 33 percent of the time
- Serve as the engineering liaison between our development and client services teams to identify, investigate, trouble-shoot, and resolve bugs
- Support system availability in mscripts’ and our client’s production environments
- Work with our clients on configuration and change requests for the mscripts Mobile Pharmacy Platform
- Propose solutions and designs to improve product, engineering, support, and adoption of our systems
- Support the implementation and integration of the mscripts service
- Depending on experience, possibly creating/developing tools/applications to assist the support function
19
Hardware Customer Support Engineer Resume Examples & Samples
- Knowledge and experience of maintaining system hardware, utilizing diagnostic tools, isolating problems, and performing hardware repairs (swapping boards, etc.) in a large-scale computing environment
- Knowledge and experience of programming and scripting (e.g. Perl, Python, C++, etc.) desirable
- Ability to gather data, perform analysis and escalate to a higher level of support
- Good interpersonal skills, customer relation skills and problem management skills, with the ability to stay calm and professional under pressure while working to strict deadlines
- Ability to work effectively as team member in investigating and resolving complex problems
20
Cats Customer Support Engineer Resume Examples & Samples
- Provide top level technical support for router and switch architecture regarding the clients’ proprietary systems and software
- Troubleshoot and debug product problems and communicate with clients’ customers, partners, account teams, and other TAC engineers via phone, email or Jabber consultation
- Effectively utilize moderate to complex lab setups to recreate and solve problems/
- Interact internally with CSEs, SEs, NCE, and internal engineering departments
- Submit complete and correct Defect reports
- BSCS or BSEE or equivalent plus one to two years of related work experience
- Proven technical expertise and extensive customer service including crisis management skills. Must have the ability to handle critical customer issues and problems
- Must have a CCNA certification or a CCNA level networking knowledge
- It is desirable to have a CCIE or CCIE level networking knowledge and be proficient in one or more programming languages (C, Java, Python)
21
Customer Support Engineer Motors & Generators Service Resume Examples & Samples
- Provide strong communication with customers and the other departments,
- Follow orders, revenues end related working hours, etc. which will be submitted to SAP or ERP system
- Prepares customer’s documents and manuals as per customer requirements,
- Prepare shipment documents and invoices to send the customers,
- Monitors customer’s current accounts and prepares payment plans,
- Execute inventory management and shipment planning,
- Monitors and approves Bank’s documents,
- Follows and collects receivables,
- Prepares related reports,
- Enhances documentation systems, order and revenue follow up
- Make a travel arrangements and hotel reservations
22
Senior Customer Quality Support Engineer Resume Examples & Samples
- On-site support for customer problem verification
- QM support for design-in projects. Resolve quality problem to achieve business win
- Quality marketing/training to customer
- Lead or support taskforce
23
Senior Engineer, Global Customer Support Resume Examples & Samples
- Liaisons with Customer Delivery and Product
- Possesses the ability to cross train into other Digital Support areas
- Its all about you
- Advance problem solving and data analysis skills
- Advance customer experience skills
- Must be very familiar with Internet protocols
- Intermediate SQL skills needed
- Ability to present and communicate to all Level of Mgmt
- Experience in a large global company – desired
- Familiarity with API’s is a plus
24
Specialist Customer Support Engineer Resume Examples & Samples
- Timely and logical solution of HDS technology and solutions as well as associated infrastructure problems
- Providing problem management through the use of HDS’s support tools and interfacing with the different worldwide Support Groups
- Planning and performing preventive maintenance, upgrading systems (e.g. Microcode, Firmware) according to recommended routines and procedures
- Installation of new equipment and field modifications, using handbooks and manuals efficiently
- Replacing parts as required
- Providing timely advice or assistance on technical matters (member of the Standby-Team)
- Ensuring high levels of customer satisfaction for assigned customer-set
- Observing equipment down-time reporting procedures and complete site documentation, as directed by management
- Troubleshooting system and network problems and diagnosing and solving hardware or software faults
- Working continuously on a task until completion (or referral to third parties, if appropriate)
- Understand the responsibilities and fulfil the associated actions required by those elements of the Quality System, as defined in HDS Policies and Procedures, appropriate to the job function
- Identifying opportunities for improving customer care, whether internal or external to HDS, and initiates actions using the appropriate improvement process
- Formal education
- Approx. 6 years experience as a Storage Engineer with HDS or competitor-products (preferably EMC, NetApp, IBM, HP)
- Wide experience in Server-, OS-, Network-, SAN- and Storage environment
- In depth knowledge of
25
Customer Support Field Engineer Resume Examples & Samples
- Investigates and diagnoses the causes of electrical (propulsion) or mechanical (drives) malfunction or failure of operational equipment and recommends preventative and corrective maintenance, including associated documentation, and prepares specifications for materials, equipment components and processes
- Instructs and directs technicians in servicing and repairing
- Plans, directs, and records periodic testing, and recommends or initiates modification or replacement of equipment that fails to meet acceptable standards
- Supports modification process with wiring diagrams, layout drawings, and engineering specifications and methods for system or equipment modifications
- Advises management regarding customer satisfaction, product performance, and suggestions for product enhancements
- Other special tasks, based on business needs
- Engineering degree or an electro mechanics/electrical BTS
- Technical knowledge in electrical, electronics and software
- 5-8 relevant experience in the field, in the railway industry preferably
- Electrical certifications are a plus
- Problem solving skills and good communication skills
- Flexibility, adaptability and autonomy
- Language skills: French – advanced, English – intermediate
- Availability to travel for business purposes in France and Benelux region
26
Engineer, Broadcloud Customer Support Resume Examples & Samples
- Update our customer support portals to proactively to provide customers with the self-help, documentation, release notes, and FAQs, to avoid problems or resolve issues quickly
- When needed, work with third parties such as ISP, and SIP phone and IAD (Integrated Access Device) manufacturers to resolve customer problems, with the understanding that as SaaS provider, every problem is an opportunity to assist the customer
- Provide occasional evening or weekend duty to as requested to solve unexpected problems that need to be resolved outside of business hours
- Knowledge of a typical Service Provider process and systems works, the needs of their end users, and an understanding of the Software as a Service business model
- Demonstrated technical and Customer Service skills to not only resolve customer issues, but also show understanding and empathy to build relationships, and promoted industry leading customer satisfaction
- Experience with Linux system admin and network analysis and troubleshooting tools such as Wireshark
- Energetic, motivated, with a positive outlook to make suggestions and work with the team to build customer confidence and make continuous improvements of our support processes and tools
27
Senior IPT Customer Support Engineer Resume Examples & Samples
- Act as customer’s interface for advanced Care service delivery and support, often in several areas/countries if requested. Work with large and / or complex projects or troubleshooting cases. Scope is often solution/system level
- Provide advanced technical support for queries (customer & internal), according to customer contract and internal support model
- Leading role in complex troubleshooting cases, including 3rd party equipment and Multivendor Interfaces
- Responsible for meeting contracted response times
- Responsible as technical customer contact
- Handles technical requests, provides understanding of customer’s network configuration, co-ordinates resolution delivery
- System tracing and protocol flow analysis, expert in utilizing troubleshooting tools
- Consultancy type of activities: Applies customer understanding in customer relationship building, opportunity identification especially in Care phase
- Lead and provide Expert Support services (such as MV, IP, Expert Support, Preventive Care, On-line SW Change Service, Launch Support, Tailored Technical support, Special Event support)
- Lead complex technical activities such a SW upgrades, technical audits and Swaps
- Responsible for technical support in early product release phases (pilots, trials and early projects)
- Feedback and co-ordination with other service business lines (like Network Planning, System Integration)
- Implement parametering in the NE's/sub systems, understands KPI and is capable to improve the e2e performance of the system. Feedback and co-ordination with other service units (like Network Planning and System Integration)
- Project management duties (e.g. planning of a subproject or special Care projects, technical manager substitute, managing subcontractors)
- Network expansion activities up to multi-interface level
- Lead & plan technical / customer system acceptance testing and feature testing
- Level 4
- Operation & Maintenance Support
- Implementation
- Trials and Pilots Support
- Case Handling (troubleshooting) Care
- ECC Process & Tools Knowledge
- IP Competence (Care)
- Solution & Network competence (Care)
- Online SW Change Service
- Preventive Care
- Expert Support
- Knowledge Management (Care)
- Customer Relationship
- Communication Skills (Care)
28
Pivotal Support Senior Customer Engineer Resume Examples & Samples
- Linux and Windows operating systems, network administration, and networking protocols/functions (e.g., HTTP, HTTPS, SSL/TLS, SMTP, DNS)
- IaaS/Cloud Infrastructure (e.g., Google Cloud Platform, Azure, AWS, OpenStack, vSphere, etc.)
- Pivotal OSS technologies such as the Spring framework, RabbitMQ, Redis, Tomcat and Geode/Gemfire
- Databases such as Postgres, MySQL and other NoSQL databases
- Software development practices and tools, git workflows, Continuous Integration/Continuous Delivery
- Reading, understanding and making changes to moderately complex applications written in one of the following languages: Ruby, Python Rails, GO, NodeJS, and especially .NET and/or Java
- Ticketing systems such as Zendesk, Jira, Desk.com, Salesforce Service Cloud, Freshdesk
29
Customer Support Engineer Sicily Resume Examples & Samples
- This position requires High school diploma in Electronics, Chemistry, Biology or related discipline
- Certification of company training on equipment in minimum of LC and/or LC-MS
- Italian mother tongue
- Good English knowledge
- Two to five years field service relevant experience a must
- Experience with multinational companies in the Analytical instrument sector, would be a plus
30
IT Customer Support Engineer Resume Examples & Samples
- 1st /2nd line IT support & implementation experience including MS Server 2008/2012/XP/7/8, AD, Group policies, DNS, DHCP, network infrastructure, VMware, Citrix, Apple, CC4, switches etc, within a customer-focused environment
- Strong problem solving abilities
- Excellent communication, customer handling and inter-personal skills
- Strong planning, organising and prioritising abilities. Target focused
- A chance to work in one of the UK’s leading employers (*awarded ‘Britain’s Top IT Employer' in 2009, 2010 & 2012 and certified as a Top Employer UK category in 2013, 2014,2015 & 2016)
- Work with a very broad and constantly evolving array of ICT
- Working within the education IT sector is highly stimulating and hugely rewarding
- RM offers exceptional career development and advancement opportunities
- The role has a high degree of autonomy and combines broad technical exposure as well as the opportunity to develop client relationship management
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IT Customer Support Engineer Resume Examples & Samples
- Strong problem solving abilities. Excellent communication, customer handling and inter-personal skills
- Strong planning, organising and prioritising abilities. Target focused. Flexible to cope with change, be proactive and adapt quickly to a developing type of service delivery
- The role has a high degree of autonomy and combines broad technical exposure as well as the opportunity to develop client relationship management skills
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IT Customer Support Engineer Resume Examples & Samples
- 1st/2nd line support for Active Directory, Group Policies, DNS, DHCP & WINS
- 1st line support of network infrastructure, VMware, Citrix, Apple, Google & archiving solutions
- Strong multitasking & problem solving abilities
- Excellent communication and,customer handling skills,
- Strong planning, organising and prioritising abilities. Proactive and flexible to cope with change
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Tier-customer Support Engineer Resume Examples & Samples
- Perform fault reproduction and troubleshooting, system characterization and analysis, root cause analysis of product issues up to and including drafting product Field Bulletins and opening trouble tickets
- Provide technical support to Nokia-Gainspeed customers via phone or email for the Nokia-Gainspeed product solution. You will be part of a collaborating team sharing knowledge and experiences
- Utilize call tracking and knowledge base tools to record customer-reported issues and document progress bringing issues to resolution
- Resolve product defects/bugs with engineering teams where applicable, as well as facilitate customer-enhancement requests
- Go on-site to support troubleshooting efforts in the field
- Perform other critical technical support duties as required
- Engineering degree, strong academic qualifications in Computer Science, or related Engineering field
- Minimum two (2) years of experience in IP Networking and troubleshooting skills from telecommunication or data networking field
- Experience in Customer Support or field support role in Cable/MSO networking / telecommunications highly desirable
- CCIE/JCIE certification desirable. IP expertise is required
- Experience and knowledge in some of the following areas is strongly preferred: Cable Headend CMTS/CM or Access Technologies, DOCSIS, L2/L3 VPN Functions, Analog RF Spectrum, QoS, Security, Digital Video and Multicast, Upstream/Downstream QAM, CPE Subscriber Management, LINUX, Troubleshooting/Performance Tools
- Strong communication and technical skills with exemplary attention to detail
- Exemplary organizing and planning skills, managing and prioritizing tasks, and problem-solving capabilities
- Proactive, detail and results-oriented, passionate & energetic
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Engineer Customer Support Resume Examples & Samples
- Good knowledge on technologies like AAA, RADIUS,PPP,DHCP,VPDN etc
- Sound knowledge of Linux, Basics of SQL or Oracle database
- Analysing various protocols like HTTP,FTP, Instant messaging services etc
- Promotes and solicits ideas within TAC team(s)
- Cisco Certification CCNA/CCNP/CCIE desirable but not required
- BS in Computer Science recommended
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UC Customer Support Engineer Resume Examples & Samples
- Typically requires Bachelor's Degree in a technical field plus 6-8 yrs relevant experience
- Significant Contact Center or IP Telephony experience – you possess an in depth knowledge of installing, supporting, and troubleshooting call center products and Unified Communications solutions
- You have IP Networking, products and protocol experience
- Strong documentation skills--to be utilized for case management, knowledge capture, defect management and trainings
- Very strong analytical skills--will be utilized often as this position covers all Cisco Contact Center solution and IP Telephony
- You have a deep understanding of TCP/IP--IP knowledge is critical as it is the foundation for most IP Telephony technologies
- Strong teamwork and collaboration skills. The HTTS IPCC team relies on each CSE to communicate and collaborate often
- Cisco Voice CCIE certification and/or current Cisco CCVP/UCCX
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PW OKC Customer Support Engineer Resume Examples & Samples
- Provide day-to-day technical support for F119 engine-related hardware including resolving technical questions, investigating failures, and preparing technical data
- Work with the USAF and PW personnel to identify F119 engine-related requirements and improvements
- Communicate status of significant issues with management and internal and external customers
- Daily duties will include planning activities, customer coordination, technical data and information interpretation
- Self-motivated analytical thinker
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Broadcloud Customer Support Engineer Resume Examples & Samples
- Provide answers and troubleshooting for our customer base by taking customer support calls, answer on-line chat, and respond to support portal tickets in a timely and professional manner. This involves troubleshooting of portal features, SIP call flows, audio quality and network problems which can include the customer router, firewall and third party ISP connections
- To delight customers by listening to the customer's concern, demonstrate you understand their issue and their situation, determine the best action, and think beyond the initial ask to answer the next question to meet or exceed their expectations
- Collaborate with other BroadSoft teams and diligently escalate complex problems where a course of action may not be immediately obvious, however continue to track manage the matter to full resolution
- An understanding of cloud-based services and Telecommunications
- Experience with VOIP technology and terminology including Session Initiation Protocol (SIP), Real-Time Transport Protocol (RTP), Codecs, Digital Tone Multi Frequency (DTMF), DNS, UDP, and TCP/IP
- Knowledge of functions in the area of SIP Telephony and unified communications service delivery such as IP network architecture, QoS, IP phones, routers, provisioning, device management, and desktop and mobile software
- The ability to speak English fluently and have excellent written communication skills to effectively communicate with worldwide customers. Fluency in languages other than English is an asset
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UC Customer Support Engineer Resume Examples & Samples
- Extensive call manager and call flow trouble shooting experience
- Significant IP Telephony experience
- In depth knowledge of installing, supporting, and troubleshooting Cisco IP Telephony products and Unified Communications solutions
- Extensive IP Networking experience
- Knowledge of Networking industry, products and protocols
- Strong documentation skills--to be utilized for case management, knowledge capture, defect management and Trainings
- You are highly motivated and self-driven, and can work with minimal supervision
- Strong teamwork and collaboration skills. The HTTS Voice Services team relies on each CSE to communicate and collaborate often. This results in a very strong teamwork which has proven to be successful in driving Issues to Resolution quickly
- Cisco Voice CCIE certification and/or current Cisco CCVP with Current Microsoft MCSE
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Engineer Customer Support Resume Examples & Samples
- Cisco Voice/Data Center/Routing & Switching background
- Customer Support Experience (2+ years)
- Professional level certification in Cisco technologies (CCNP, CCVP)
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Voice Applications Customer Support Engineer Resume Examples & Samples
- Provides second/third level technical support for Enterprise voice technologies to Cisco customers, partners, account teams, and other Technical Assistance Center engineers
- Acts as focal point for large account network problem resolution
- Submits complete and correct bug reports in area of expertise
- Ability to determine root cause and resolution for previously unknown problems
- Working knowledge of Networking industry, products and protocols. Able to determine problems and deliver known solutions with a high level of customer satisfaction
- Minimum 2 to 5 years experience and a combination of the following; designing, deploying, configuring, supporting, trouble shooting, debugging and administering the following Unified Communications products, devices, solutions, and technologies for small, medium, large and/or enterprise businesses
- Candidate must have excellent verbal and written communication skills
- Ability to work effectively in an interrupt driven environment and provide guidance to other members of the work group
- Cisco Unity Connection
- Cisco Unified Communications Manager (CUCM)
- Cisco Jabber
- Microsoft Windows Server (2000, 2003, 2008)
- Desktop Operating System (XP, Vista, Windows 7, Windows 8) management/troubleshooting (using windows command prompt, perfmon, windbg etc)
- Microsoft Active Directory
- Microsoft Exchange (2003, 2007, 2010, 2013)
- Linux Operating System basic operation and troubleshooting (i.e. Redhat linux)
- Office 365
- WebDAV and EWS
- LDAP, XMPP, CTI, SIP
- Wireshark
- SIP or XMPP Federation
- Microsoft OCS/Lync
- IBM Lotus Domino/Sametime
- Security Certificates, SSL, TLS
- Basic SQL
- Typically requires BS in a technical field (CS/EE preferred) or equivalent plus 2 to 5 years related experience
- Voice CCIE desired but not required
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R Customer Support Engineer Resume Examples & Samples
- You have 2+ years related experience in video or voice
- You are able to determine problems and deliver solutions with a high level of customer happiness
- In-depth troubleshooting experience and knowledge of VOIP/Video signaling
- CCNA Voice highly desired
- Deep technical knowledge of Cisco Communication Manager or Cisco Telepresence Product family
- Lead by example, mentor, and train others
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R Customer Support Engineer Resume Examples & Samples
- You have a Bachelor's Degree in a technical field or equivalent field and 2 to 5 years related experience
- You have 2 - 3 years' experience in support of Cisco Unified Communications or Business Video Solutions
- You can demonstrate and understanding of WebEx - Cloud application services, or Software as a Service (SaaS)
- You have a good understanding of call control protocols
- You have hands on experience - Log Analysis (SIP/PRT/Wireshark/Http log/Fiddler)
- Your written, verbal and presentation skills are superb
- CCNA and/or CCNP Collaboration highly desired
- Minimum of 3 years of experience supporting SaaS solutions, enterprise applications, solutions and/or collaboration infrastructures is required. “Real time” service support environment experience is highly desired
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Global Customer Support Engineer Resume Examples & Samples
- Perform Trouble Shooting for customer issues
- Handle customer service requests (CSR) according to Working Level Agreement
- Troubleshoot customer issues both in the lab and in live networks as well as remotely and in field
- Register and follow up Trouble Reports
- Perform verification activities
- Collect user feedbacks and prepare service preparation documentation
- Strong technical background on IP network solutions
- Good troubleshooting and verification testing skills
- Good knowledge of Ericsson MINI-LINK and/or Router 6000 product portfolio is a merit
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Senior Customer Tech Support Engineer Resume Examples & Samples
- Provide advanced technical support for both the application and environment including operating system, database, and network
- Respond to phone, email, and web ticket customer issues within target service levels
- Act as a gateway between the customer and the next level of resources; ensuring issues have met minimal requirements for escalation
- Maintain current working knowledge of Axway products and technology
- Document all customer contacts and activities in CRM
- Provide beta/sprint support for assigned products
- Travel to customer sites to assist in problem diagnostics
- 3-5years experience in customer support environment
- Knowledge of internet applications and transport protocols including SMTP, ftp, HTTP, SSH, SSL
- Previous experience with Axway, Cyclone, Tumbleweed, Vordel or Systar products
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Customer Support Engineer MD Resume Examples & Samples
- Assesses hardware, software and network related issues on customer systems and provides solutions for repairs by performing remote troubleshooting, diagnostic evaluations and routine inspections on medical imaging systems, equipment and components sold or serviced by the company
- Collaborate with other internal and external groups on solving complex technical issues and developing innovative solutions
- Effectively document problems and solutions into a product knowledge database
- Assists in developing troubleshooting guides, bulletins, software files and similar resources on existing products
- Learn and remain compliant with all regulatory and quality requirements
- Maintain an expert working knowledge of current medical imaging products and related technologies by staying abreast with the latest industry/technology advances through continuous education
- Short notice and/or overnight travel, as required, to work on customer systems
- Adheres to the Company's quality and regulatory compliance requirements, without exception, and ensures that all job duties inherent in the position description are performed in accordance with established policies and procedures
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Customer Support Engineer, Tier Resume Examples & Samples
- Troubleshoot and resolve complex support problems
- Troubleshoot customer issues using remote desktop software
- Successfully interact through phone and email with customers as you solve their problems
- Dedication to the success and satisfaction of our customers
- Recreation of problems in house
- Root Cause Analysis and / or provision of examples of software bug
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Product Support / Customer Success Engineer Resume Examples & Samples
- Provide project execution support for AWES products to ensure both customized and standard solutions meet customer requirements prior to shipment
- Generate documentation and conduct hardware and software training to enable support of the customized product by field service engineers and technical support
- Understand what our customers want to achieve and work with the rest of the Advanced Workflow Engineering Solutions team to translate this understanding into plans for feasibility, specification, development, build, and validation (from ideation to revenue-recognition to long term support of the custom application)
- Provide direct escalation support to the Field Service Engineering and Technical Support teams for AWES products
- Travel to customer sites to participate in the installation and training of customers on AWES products
- Successfully manage the post-sale relationship with the customer and all stakeholders
- Report and escalate to management as needed
- Perform risk management to minimize AWES project risks
- Travel +50% is a requirement
- B.S. in a Life Science discipline or in Engineering is required
- 5+ years of professional work experience as a hands-on engineer in a life science company or discovery laboratory environment
- Self-starter, organized and driven individual, with experience working in a field based (remote) location
- Experience with hardware/software customization, robotics, and automated workflow development including design, implementation, providing support and training
- Experience with automated scheduling software and robotics control software. Programming experience a plus
- Demonstrated success in managing multiple activities/projects, priorities, or people in a fast-paced, high-growth, results-driven environment
- Excellent communication, interpersonal, analytical/problem-solving skills, and the ability to work with cross-functional teams
- Experience managing time-sensitive and high dollar amount projects and customer deliverables
- Excellent client-facing and internal communication skills
- Strong working knowledge of Microsoft Office, Salesforce.com (ServiceMax), knowledge of CAD tools a plus but not a requirement
- Passion for continuous improvement
- Experience with DBS tools a plus
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R Customer Support Engineer Resume Examples & Samples
- CCNP or Written-CCIE certification is a requirement or combo of certification and work experience
- You should have at least 4-5 years of Networking industry experience and knowledge, products and protocols
- Proficiency in the following technologies: TCP/IP, Routing Protocols (OSPF, RIP, EIGRP, BGP), QoS, Multicast, MPLS
- You're able to resolve problems, figure out root cause, and deliver known solutions with a high level of customer satisfaction
- MBA/Masters preferred
- CCIE Certification
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Customer Support Engineer, Tier Resume Examples & Samples
- Analyze and resolve complex product and customer issues utilizing log files, crash dumps, and lab environments
- Engage and assist customers to reach decisive & consistently satisfactory outcomes via phone, email, and remote session
- Document all observations and work performed in a clear and detailed format, with timely status updates / follow-ups to customers and management as required
- Reproduce /confirm customer issues or product defects, and submit to engineering for immediate or future consideration (as appropriate)
- Perform root cause analysis on incidents, which clearly display the primary / secondary causes, associated timelines, and remediation plan
- Articulate and communicate technical concepts and issue solutions to customers
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Global Customer Support Engineer Resume Examples & Samples
- Act as first point of contact and owner of queries and issues raised by the Customer
- Provide consultation, diagnosis, escalation, status reporting and resolution implementation to reported problems
- Ensure Customer service level agreements are met
- Investigate problem situations to determine appropriate method of resolution; identify workarounds or requirement for a software fix to reported problems
- Enter commands and observe system functions to verify correct system operation
- Investigate reported problems and defects at a detailed level, to enable developers to easily reproduce and fix software defects
- Co-ordinate inclusion of software repairs in patches with developers
- Respond to client inquiries concerning systems usage and operations in a courteous, efficient and timely manner
- Maintain Customer records, keeping them correct and up-to-date
- Co-ordinate installations of maintenance revisions to software with Customers
- Distinguish between reported errors and change requests
- Liaise with Professional Services’ Project Managers to ensure implementation projects receive the necessary support
- Liaise with colleagues and other teams to resolve issues and drive enhancements requested by the Customer
- Interaction with Sales regarding any opportunities with Customer
- Interaction with Finance and Renewals to stay in tune with Customer contract and financial position
- Follow up on Customer survey feedback
- Coordinate and manage Customer meetings
- Build rapport and relationships with Customer technical and business contacts
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Customer Support Engineer, Tier Resume Examples & Samples
- Exceptional customer relations skills
- Team Player with the willingness to support others
- Multi-lingual skills are a big plus
- Proven experience providing 2nd/3rd line technical support
- Expert level knowledge of Windows operating systems and its components
- Strong understanding of Virtualisation,
- Previous experience of clustering and/or SAN technologies a plus
- Previous experience with data protection software beneficial (i.e.Backup Exec, NetBackup, Veeam, etc.)
- Knowledge or experience with SAN and NAS devices
- Ability to troubleshoot and configure SCSI and FC hardware
