Technical Support Engineer Resume Samples

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L Dietrich

Lonny

Dietrich

7891 Maggio Point

Dallas

+1 (555) 674 0629

7891 Maggio Point

Dallas

Phone

p +1 (555) 674 0629

Experience Experience

Los Angeles, CA

Technical Support Engineer

Los Angeles, CA

Torphy Inc

Los Angeles, CA

Technical Support Engineer

Work closely with Red Hat development engineering, and assist production support engineers and technical account managers
Manage the contract and queue with all tickets end to end working closely with shift leads and Duty managers/ Team Managers
Work closely with the Customer Success Manager (CSM) and Managed Services Representative to maintain visibility and provide consistency to the Customer
Provide initial response, operational assistance, and development of software workarounds and/or resolutions
Creates solutions to customer problems. Provide sound recommendations to their queries. Provides resolution the first time
Provide proactive communication to clients, account managers and project managers
Offer developer-to-developer assistance for the Red Hat JBoss Middleware suite

present

Philadelphia, PA

Technical Support Engineer

Philadelphia, PA

Daniel and Sons

present

Philadelphia, PA

Technical Support Engineer

present

Workaround management - Create and manage workarounds, removing once the permanent fix has been initiated
Escalation Point for any non-adherences or ticket quality management for the contract. Work on driving improvement actions with Duty managers/ Team managers
Work closely with Red Hat development engineering and assist production support engineers and technical account managers
Develops and implements network enhancements and makes recommendations for improvement
Provide post sales technical support for 1353 NM, 1354 RM, 1350 OMS, Optical Management System (OMS) and Network Management System (NMS) product lines
Identify, develop and execute an individual development plan with minimal management direction
Work closely with Red Hat Development Engineering and assist production support engineers and technical account managers

Education Education

Bachelor’s Degree in Computer Science

Carnegie Mellon University

Bachelor’s Degree in Computer Science

Skills Skills

Good communication skills with ability to use it effectively and persuasively, and be able to respond professionally to customers queries
Highly analytical with extreme attention to details and the ability to derive facts quickly, methodically, and accurately
Detailed knowledge of MS Exchange 2003-2013 AND/OR Detailed Knowledge of Lotus Domino 6.5.4 and 7 (Version 8
A very good knowledge of Dutch and German language is important. Good knowledge of English is
Working knowledge of CRM s (customer relationship management) and Knowledge systems -any major CRM or Knowledge system e.g. JIRA, Salesforce.com etc
Excellent written and verbal communication skills, with an ability to empathize with customers with varying levels of technical ability
Detailed, organized and results oriented, with a strong level of attention to detail
Excellent knowledge of transit industry. Comprehensive knowledge/experience with Thales products will make you an ideal candidate
Knowledge on HPUX and RHEL operating systems. Knowledge on SNMP, TL1, REST, TMF814 protocols. Knowledge on Shell, Perl and other scripting languages
Working knowledge of CRMs (customer relationship management) and Knowledge systems - any major CRM or Knowledge system e.g. JIRA, Salesforce.com etc

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15 Technical Support Engineer resume templates

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Technical Support Engineer Resume Examples & Samples

Experience with installing Linux, Macintosh, and Windows operating systems, hardware, and peripherals
Strong skills in hardware setup, troubleshooting, diagnosing hardware failure, and the ability to reseat, repair, or replace components (including DIMMs, storage media and drives, video and other cards, fans, and others)
Ability to apply excellent customer service and communication skills in a demanding, deadline-oriented environment
Must be able to move workstations and monitors
Basic network troubleshooting skills, including understanding of DNS and TCP/IP as it impacts hardware deployment, familiarity with patching network cables
Two to five years of experience in a computer hardware service environment
Certification or experience in Apple, Dell, or HP hardware repair
Expertise with hardware and software troubleshooting tools, including shell scripting
Familiarity with animation production pipelines
Proven track record in creating documentation and user guides

Technical Support Engineer Resume Examples & Samples

Provide Help Desk/Service Center support, monitoring all inbound calls for the Studio
Support a wide array of software packages both internally developed and purchased from third parties
Take ownership of calls and attempt to resolve all calls at their level, only escalating when Tier 2 teams are necessary for problem resolution
Support multiple hardware and operating system platforms including Mac, Linux, iOS and occasionally Windows as well as related software, printers, networks, remote access, and connectivity
Utilize a consolidated, Studio-wide ‘help desk’ process that supports the recording and resolution of problems and service requests submitted by end-users
Apply solutions where possible and appropriately route calls and monitor all activities until the issue is effectively closed
Work with management to continually hone Help Desk procedures and policies
Support self-help and on-line training methodologies, to enable users to easily solve their own issues including documentation and video training
Collaborate effectively with other Technology teams to define how end-user support should be coordinated, delivered, standardized and communicated
Oversees the problem resolution of technical issues and recommend process improvements
Act as a collaborator with the larger Technology team including possible night or weekend work
Minimum 2-5 years experience in technical support or front-end user support, preferably in a production setting
Strong knowledge of Linux, OSX, or other Unix
Experience with software packages used in the Animation or VFX industries such as Nuke, Maya, Photoshop
Experience with productivity applications such as Open Office, Microsoft Office, and Google Docs
Experience in a help-desk environment, fluid in the use of help desk tools, prioritization of support calls, effective documentation of how a call was answered/remediated, etc
Install, configure, and maintain desktop and laptop computers as well as mobile devices
Must have the ability to backfill and support other team members, when needed
Required to provide individual user-training, on workflows, script/tool usage, mobile device usage and/or production and Studio procedures
Excellent Communication skills and strong customer-service orientation
Strong analytical problem solving skills
Able to multitask in a highly complex, diverse, production environment
Able to quickly prioritize decisions given incomplete and conflicting knowledge
Highly self-directed, being able to both manage and (re)prioritize the multiple concurrent and competing challenges, issues, ambiguities, and contradictions that, inevitably, occur when supporting production
Deep knowledge and experience with Linux or Macintosh system administration
Configuration or administration of issue tracking systems such as RT or Jira
Experience with CG Animation, Visual Effects, or Video Game production environments
Familiarity with systems tools and protocols (e.g. SNMP, OpenView, Nagios, iperf, Zabbix)
Knowledge of work from home systems such as PCOIP and RGS

Technical Support Engineer Resume Examples & Samples

Excellent listening skills and a strong sense of customer service
Quick learner and Team player
College degree with a computer science or related major
3-5 years technical support experience in the network management field
Knowledge of routers, switches and firewalls from vendors like Cisco, Checkpoint and F5

Technical Support Engineer Resume Examples & Samples

Experience in Network Administration or in a related field or area
Familiarity with standard concepts, practices, and procedures relating to Windows Operating Systems, Windows networking and troubleshooting Windows network environments
Utilizes experience and judgment to plan, document and accomplish goals
Ability to manage multiple high priority tasks
A degree of creativity and latitude is required
Ability to fully integrate in a team of support engineers
Effective written and verbal communication skills required
Good Knowledge of Non-Windows based Operating Systems (Linux, Solaris, Mac)
Experience in SQL administration
Experience with Patch Management and Endpoint Protection

Technical Support Engineer Resume Examples & Samples

An experienced Customer Facing Support Professional, you will ideally have worked within the European subsidiary of a multi-national organisation. You will be able to respond to complex incidents both verbally and in writing, as the situation demands
Excellent interpersonal skills, coupled with the ability to work in high pressure environments
Demonstrably good understanding of
IP; familiarity with firewalls, routed networks, video/audio across IP, and issues which can disrupt video/audio traffic
ISDN and Private Digital Networks
MS UC environment, including
Designing, implementing, and troubleshooting OCS and Lync
Experience configuring, managing and maintaining Exchange
Knowledge of audio and video conferencing, and audio-visual equipment, and the relevant industry standards which apply to their successful use in complex multivendor environments
Polycom CVE qualified (or attain qualification soon after commencing employment)

Technical Support Engineer Resume Examples & Samples

Technical interface between customer and Polycom
Available to work standard and non-standard work weeks and travel with very limited advance notice
Maintain and update dispatch tickets, trip reports, and customer records in CRM database
Work with Project Management, Systems Engineering and Tier 3 Support teams on Project Planning for complex product implementations
Engage in longer term project planning and possible consultation services with assigned customers
Fluency in Mandarin and English is required
Prior field service experience including travel and support of multiple products
Previous experience working with and installing conferencing / telephony hardware is required
Strong Windows Server skills required- Exchange and Active Directory experience is desired; MCP/MCSE is a plus
Must have very strong interpersonal and communication skills and the ability to relate in a highly professional manner with customers, management and peers under various working conditions

Technical Support Engineer Resume Examples & Samples

Respond and resolve customer issues in a timely manner while delivering the highest level of customer satisfaction
Partner closely with Account Management on account planning by applying technical knowledge on solving business challenges while contributing towards long term revenue
Triage cases, assigning to the appropriate teams while owning escalations, bugs and feature requests, including the prioritization of open issues with key stakeholders
Utilize in depth technical knowledge to improve processes that drive greater efficiency and customer satisfaction
Actively contribute to the Customer Resource Center through knowledge articles and webinars
Partner closely with the product management on defining best practices and processes, while providing feedback on product usage by customers
Create framework and reporting structure to enable tracking and distribution of key metrics on work drivers covering product bugs, feature requests and issues
Coordinate internal and external communication on the resolution of customer issues and product updates

Technical Support Engineer Resume Examples & Samples

Understand Polycom’s products and solutions and ability to articulate the same to customers/partners
Understand technical issues raised by customer
Configure, trouble shoot and resolve complex issues for the customers
Use labs environments to re-create complex customer problems
Use remote trouble shooting session in resolving the customer issues
Analyze complex logs to troubleshoot customer issues and then provide the effective resolutions
Document troubleshooting and problem resolution steps
Provide training to customers when required
Offer an expert level support in Voice and Video technologies
Take overall ownership of technical issues, and working with different teams resolve more advanced issues when necessary
Assist in program reviews/providing feedbacks to partners, customers and engineering leadership
Build/Maintain relationships with key external and internal stake holders
Share the best practices/lessons learned with rest of the teams
Self-learner who is enthusiastic in continuous learning and good team player

Technical Support Engineer Resume Examples & Samples

Help test alpha and beta products
Experience configuring SAN Storage Arrays
Experience with Microsoft Cluster Services (MSCS)
Working knowledge of backup software (EMC Networker, VERITAS Net Backup, Tivoli Storage Manager, Backup Exec)
Working knowledge of backup hardware
Experience with Cisco or Network hardware manufactured products
Experience with switch and routing protocols (CCNA)
Experience with VCB (VMware Consolidated Backup)
Experience with VERITAS Cluster or EMC AutoStart
Experience with scripting and programming (C, C++, Perl, Python and Intel Assembly)
Basic understanding of TCP/IP networking stack
Experience in an enterprise LAN/WAN environment
Experience with Windows and Linux Networking
Ability to look at and analyze network traces. (ethereal, wireshark, tcpdump)
Experience trouble-shooting / administrating SAN environments (Fiber Channel or iSCSI)
Excellent understanding of Network Attached Storage (NAS)
Experience with SQL Server or Oracle dB (DBA)
Background in System Administration

Technical Support Engineer Resume Examples & Samples

Escalate issues in a timely manner according to Standard Operating Procedures
Leverage internal technical expertise, including peers, mentors, knowledge base, community forums and other internal tools, to provide the most effective solutions to customer issues
Participate in technical communications within the Technical Support Team to share best practices and learn about new technologies

Technical Support Engineer Resume Examples & Samples

Directs client experience efforts that are consistent with ANN INC. standards; coaches associates on the client experience to increase transactions and capture client opportunities
Develops team to accomplish store’s business objectives through attraction, selection, coaching, investment, retention and motivation
Ensures attainment of sales, payroll and inventory shortage goals
Directs merchandise presentation, restocking and recovery to maximize productivity
Understands the ANN INC. culture and ensures compliance with all ANN INC. Values & Behaviors, as well as store operational standards

Technical Support Engineer Resume Examples & Samples

5 or more years with GSS
VCP 4 or above
Demonstrated working relationships with Customers and Field members (E.g., Participation in Webinars, vForum and Customer Support Day)

Technical Support Engineer Resume Examples & Samples

Work from a standard protocol, utilizing a documented process to respond to customer issues
Successfully resolve technical issues related to hardware and software from incoming customer contacts and proactive notification systems
Work remotely via telephone, email, e-chat, and ticketing system to respond to first-level technical issues
Respond to service, product, technical, and customer relations questions on subjects such as features, specifications, and repairs on current and discontinued products, parts, and options, based on customer entitlement
Collaborate across teams to resolve issues and help reproduce issues in lab environment
Bachelor’s degree (completed prior to start date) in computer science, information systems, or related fields
Experience with technical support and/or hardware and software computing, storage, and peripheral devices
Knowledge and/or experience with updating Knowledge Management systems
Experience with troubleshooting in a technical environment
Superior customer service skills
Phone and remote support experience
E-support experience

Technical Support Engineer Resume Examples & Samples

· Diagnosing and resolving software problems or conflicts, and/or trying to find workarounds
· Answering technical questions to customers
· Communicating with customers via phone and email
· Using remote connection tools to access customer's environments and investigate
· Perform integrations with other HP software
· Recreating customer environments in a lab environment for troubleshooting purposes
· Suggest improvements and upgrades to hardware and software
· Contributing to knowledge base and self-solve system
Good understanding of Python/Jython and Java coding
Good understanding of popular OS (Windows, Linux, HPUX, Solaris)
Good understanding and knowledge of databases (Oracle, MSSQL)
Good Understanding of Network architecture (TCP/IP)

Technical Support Engineer Resume Examples & Samples

Diagnosis and repair of incidents within the Digital Safe environment
Communication to the client and to internal teams in relation to incident ticket first response and updates in line with internal targets
Managing information by ensuring ticket notes are kept up to date and are complete
Planning & organising upgrades and changes within the Digital Safe environment
Monitoring & reporting of incidents relating to the Digital Safe environment, particularly in relation to hand over as part of a follow the sun support organisation and critical situation management
Creating & developing automated diagnosis and configuration tools
Participating in the culture of continual service improvement within the Digital Safe operations team
Supporting relevant technologies
Redhat certified engineer, LPIC or equivalent
ITIL v3 Intermediate / Foundation
Linux based networking: iptables and keepalived
Database administration including backup, restore and replication in postgres and/or SQL server 2008 / 2013, T-SQL
Load balancing technology: HAPROXY, IPVSADM
Web / application servers (httpd / jboss)
Mail transfer agents (Postfix / Apache James or other MTA technology)
Windows server 2008 R2 and 2013 administration
SSL certificates and certificate chains
Database administration including backup and restore in MySQL
CHEF or other configuration management system
RUBY

Technical Support Engineer Resume Examples & Samples

Uses company and vendor tools to assess network functions and perform cause analysis investigations
May provide support to end user IP installations, configurations, upgrades and migrations
Will be responsible mainly for troubleshooting break/fix issues, and to a lesser extent, for supporting installations and deployments, providing some configuration support, and providing technical guidance to customers or Business Partners
Works with limited guidance on projects within defined criteria
May include supporting 3rd party products
Completes projects and meets objectives as assigned by a supervisor. Goals and objectives are assigned by an immediate supervisor
Deals with routine to moderately complex problems or issues on data network and voice environment

Technical Support Engineer Resume Examples & Samples

Planning & organising changes within the Digital Safe environment
Two or more years supporting relevant technologies
ITIL v3 Foundation
Windows server 2008 R2 and 2012 administration

Technical Support Engineer Resume Examples & Samples

Develop a deep understanding of the HP ArcSight product suite
Troubleshooting complex product issues to resolution / looking for needles in haystacks
Sharing product knowledge and technical expertise through documentation, knowledge base submissions and the Arcsight user community
Replicating customer issues in a lab environment and submitting of discovered bugs, feature requests, and documentation enhancements
Participate in On-call support on a rotational basis
0-2 years of experience in technical support of enterprise-class software and hardware
Strong analytical skills to drive problem resolution
Good time management skills
Strong knowledge of Windows and Linux Operating Systems
Good understanding of Networking
Java development or application support experience
Scripting skills such as BASH, Perl, Python, PowerShell
Understanding of regular expressions(Regex)
Good understanding of SQL including querying abilities
Ability to work as part of a team and be self-driven as well as able to work with minimal supervision
Industry Certifications: Cisco CCNA, Microsoft MCSE, Comptia Linux+, Red Hat RHCSA, Oracle OCP, other Networking/Firewall certifications

Technical Support Engineer Resume Examples & Samples

Troubleshoot system, software, and networking problems
Contribute documentation to a customer knowledge base
Testing of patch releases and product updates
Exceptional organizational skills, ability to manage multiple priorities in a fast-paced dynamic environment
Advanced problem solving skills, ability to develop effective long-term solutions to complex problems
Ability to learn new skills and apply them quickly
Motivated team player with excellent communication skill and a positive attitude
Familiar with Linux/Unix command line tools/environment
Basic Unix system administration skills
Intermediate knowledge of TCP/IP networking
2-3 years Enterprise support experience
Experience with MySql or other SQL database
Familiar with perl and/or bash shell scripts
Experience with Active Directory or other LDAP implementations
Familiar with Snort or other intrusion detection system
Experience with VMWare
Experience in network protocol & packet analysis

Technical Support Engineer Resume Examples & Samples

Provide “development level” support to Dell Boomi customers & partners
Provide technical direction and assistance to customers regarding their use of Dell Boomi products to satisfy their Integration needs
Discover “knowledge” that would be shared with the user community
Display initiative, motivation and deliver high quality work while at the same time, meeting all deadlines for both internal and external customers
Proven ability to design and optimize business processes and to integrate business processes across disparate systems
Excellent analytical and procedural thinking skills
Experience with enterprise integration tools, middleware technology, and systems integration design
Quick to embrace new technologies and able to self-teach
Strong understanding of XML, SOAP and REST based web services APIs, and HTTP communication
Scripting skills with Groovy, JavaScript
Database skills including SQL, data modeling, and databases (e.g. MS SQL Server, MySQL, Oracle)
General knowledge of common business systems (CRM, SFA, ERP) and processes (lead to cash, requisitions, order management, etc.)
General knowledge of the Java platform
Experience with Software-as-a-Service paradigm and enabling technologies
Effectively manage multiple engagements at one time
Works well in a fast paced environment
Customer-focused attitude
Expertly manage multiple support cases at one time
Familiarity with Boomi AtomSphere or other visual-based integration development/mapping tools
Technical and/or functional experience with using or integrating with common business applications such as: Salesforce (including Apex and VisualForce), NetSuite (including SuiteScripting), Taleo, Workday, QuickBooks, RightNow, Microsoft Dynamics products, Oracle, SAP, etc
JAVA programming experience
Demonstrated deployments of enterprise software systems using industry standard environments including XML, HTTP/HTTPS, Java, C++, and ASP
Bachelor’s Degree in Information Technology, Computer Science or equivalent
At least 5+ years of application integration development and/or design experience

Technical Support Engineer Resume Examples & Samples

Field Customer Support Tickets from CyberSource Customers within the EMEA region
Ensure accurate records of service recommendations are written to the CRM during service provision
Liaise internationally with other CSRs and also Technical Account Managers (TAMs) to report on issues and the service relationship with mid-tier and upper tier merchants
Coordinate the international escalation of service issues across time zones to ensure timely resolution of client issues and to optimise service continuity
Liaise with Account Managers and the senior management team to provide optimal service to our merchants and share the ownership of the service relationship with the merchant
Configure our systems to allow client accounts to enable effective payment processing using our services
Troubleshoot client technical issues with our service and provide resolution to our merchants or alternatively escalate issues to the appropriate entity internally
Answer internal enquiries directed toward the support team of a technical and account related nature
Proven ability to assimilate a technical discipline. The successful candidate will have demonstrated having attained proficiency of a technical area equivocal to macro writing, Operating System configuration or reports generation
General IT literacy is a must although it must be stressed that this is a software services support position rather than an IT Support post. Therefore working knowledge of a Programming language e.g. C++, C#, VB or .Net, Java, ASP is required
The ability to work under pressure while maintaining the drive for service quality
The ability to deal with internal and external customers at all business levels

Technical Support Engineer Resume Examples & Samples

Unix system administration skills, especially Linux
Experience with sql databases, especially Sybase and MySql
Strong communication skills, and prior experience in a technical support role
Software development and/or web development skills
Knowledge of or interest in the following
Disaster Recovery solutions
Security solutions
Networking solutions
SAN/NAS storage solutions
VTL backup/recovery solutions

Technical Support Engineer Resume Examples & Samples

Assist customers, fellow techs, and service personnel in the installation, training and support of software, hardware, and related 3rd party peripheral components. These include but are not limited to file servers, commercial grade workstations, networking switches, NICs, monitors, KVMs, and radio equipment located at the user's premises
Identify and resolve problems in a timely manner; gather and analyzes information skillfully; Develop alternative solutions; Work well in group problem solving situations; Use reason even when dealing with emotional topics
Manage difficult or at times, emotional customer situations; Respond promptly to customer needs; Solicit customer feedback to improve service; Respond to requests for service and assistance
Write clearly and informatively; Edit work for spelling and grammar; Able to read and interpret written information
Remote Access Applications (VNC, Remote Desktop, Team Viewer, etc)
A radio background is desired, but not mandatory

Technical Support Engineer Resume Examples & Samples

Works on diverse range of support issues requiring ability to independently identify, evaluate and resolve problems
High level of freedom, within the realms of the role, to produce solutions in support of customer service level agreements
Works proactively and uses own initiative to ensure business needs are met effectively
Addresses immediate service needs of all end users regardless of Business Unit affiliation
Good time management skills, with proven ability to prioritise and organise a demanding workload, adapting to fit the changing needs of the business
Strong customer service orientation, able to understand and meet the needs of a diverse client base in a positive and professional manner
Proactive and self-motivated approach, able to work independently
Strong analytical skills and the ability to combine technical knowledge and customer support skills
Excellent interpersonal and communication skills (both written and verbal), able to relate with users, service providers, and management

Technical Support Engineer Resume Examples & Samples

Troubleshooting complex technical issues to resolution
Work with other technical support staff to resolve issues that impact customers
Address requests in priority order and track through to resolution
Ensure a consistent response to problem resolution, customer requests and status reporting, and monitor all issues to ensure a timely resolution
Communicate frequently, effectively and professionally with internal customers
Identify and suggest necessary solutions or process changes to improve efficiency
Contribute to product improvements by sharing ideas and feedback to product development
Continually develop knowledge of company products, services, and technologies
Strive to become Subject Matter Expert of tools and technologies available for supporting products and customers
Develop and maintain the ability to create tools and support methods for improvement of our products and services
After hours On-call Support – Part of rotation that supports products during non-business hours
Bachelor’s Degree in Computer Science, MIS, related field or equivalent work experience
3-4 years’ experience in a technical support related role in a mixed environment of Windows and Linux. Healthcare IT industry experience (medical billing, IT, CMS or other payers) preferred
Demonstrate technical proficiencies in a Windows Server and Redhat Linux (CentOS) 5/6
The ability to work efficiently in a fast-paced, high-volume environment
Excellent customer service skills such as developed phone skills, customer relationship management, multi-tasking etc
Strong oral and written communication skills and problem solving/analytical skills
Must be able to organize and manage workload efficiently and prioritize projects with minimal supervision
Strong interpersonal skills, work well in a team environment as well as to work independently and assume responsibility
Experience with Zabbix or other monitoring tools
Proficient in Salesforce or other Enterprise ticketing system (HP PPM/QualityCenter, Manageengine, etc.)
Basic knowledge of Microsoft SQLServer, MyQSL, Networking, FTP, TCPIP
Experience with X12, HL7 EDI formats required
Working knowledge of basic server architecture and virtual machines preferred
Working knowledge of scripting languages; bash, Jscript, JavaScript, Perl, Python, etc
Knowledge of VMWare ESX and vSphere software
Good communication skills are essential. Must be able to give and receive correct information explain complex information, and maintain a customer service attitude to all levels of users
Possess outstanding organizational skills and be attentive to detail
Strong hardware and software troubleshooting skills

Technical Support Engineer Resume Examples & Samples

Work flexible 24X7 schedules including weekends and holidays
Excellent verbal and written communication skills; is able to explain technical topics in simple terms; is able to think quickly and react to client-impacting situations
Understanding of modern IT production datacenter, hosting operations and End Users ecosystem
Desktop operating system configuration, security and optimization
Experience with desktop virtualization (VMware or Citrix VDI technologies)
Excellent knowledge of Operating Systems including (Windows 2000, 2003, XP / Linux)
Understanding of computer architectures (server, storage and network)
Solid skills troubleshooting complex desktop deployments
Windows Enterprise Administration
General Desktop systems management
Remote connectivity, Windows networking
Terminal Services and RDP
3+ years experience working in customer support industry

Technical Support Engineer Resume Examples & Samples

Strong knowledge of Windows operating systems, particularly W7. Windows 8 and OSX would be advantageous
Excellent knowledge of Microsoft Office 2010/2013
Understanding of terms like Firewall, Port, Intranet, HTTP, FTP, Cloud
Knowledge of connectivity interfaces like WIFI, VPN, TCP/IP
Strong knowledge of consumer mobility products, phones, tablets, platform considerations
Appreciation of security such as 2 factor, SSL connectivity, user experience challenges
Understanding of key differences between PoC, Pilot, Project, BAU
Experience of dealing with end users, using a variety of means. Confident and personable approach

Technical Support Engineer Resume Examples & Samples

Collaborate with the internal Professional Services team to understand customer, business and market needs
On-board new customers on the company cloud software
Analyse & Test data on behalf of customers
Assist customers in the use of company software and troubleshooting any issues arising
Escalating tickets for customer issues and working in collaboration with engineering to solve these problems
Document processes and create reports
Third level qualification in Information Technology or related field
Minimum 2 year's practical experience working in a support role or a graduate who has good work experience/completed a work placement
Knowledge of troubleshooting to help diagnose and eliminate problems
Knowledge of SQL is desirable
Flexibility and willingness to work occasionally outside of normal business hours

Technical Support Engineer Resume Examples & Samples

At least 3 years of experience in UNIX, Windows networking administration or technical support is required
Knowledge/ specialization in the area of at least one of the following subjects: storage, back up & recovery, data management systems, virtualization, networking
Understanding of the following protocols and applications: NFS, CIFS, SAN connectivity methodologies for storage systems, TCP/IP and Networking, RAID
The usage of tools, logs, and support tools needed to analyze system issues (such as perfstat, packet traces, ASUP logs, etc.)
Knowledge of NetApp products is an asset, not a necessity

Technical Support Engineer Resume Examples & Samples

Manage, research, and resolve issues relating to VMware automation products including basic isolation of issues located in third party products that interact with VMware automation products
Create and manage knowledge base content including problem solutions, best practices, and informational articles
Maintain a high level of proficiency in all VMware, Microsoft, and UNIX technologies
Familiarity with Cloud orchestration tools a plus (Chef, Puppet, vCenter Orchestrator, etc.)
Scripting experience a plus (Javascript, PowerShell, VB, Bash, etc.)
Ability to act in an effective and professional manner during moments of high stress
Familiarity with a variety of enterprise management tools and software
Strong commitment to setting goals and achieving results

Technical Support Engineer Resume Examples & Samples

Provide Level 2 Support to VMware Customers and field personnel
Manage, research, and resolve issues relating to VMware products
Work in a team environment and mentor junior technicians
Represent VMware in only the most professional manner at all times
Extensive administration and support experience with UNIX systems (especially Solaris, LINUX, AIX, and/or HP-UX)
Broad database experience (both DB-Admin and T-SQL coding), especially with Microsoft SQL Server and with large databases (100 GB +)
Familiarity with vSphere, ESXi, and other VMware products
Programming experience is a plus (ASP, DHTML, C#, Visual Basic, etc.)

Technical Support Engineer Resume Examples & Samples

Experience with VMware Workstation and / or GSX Server
Experience with troubleshooting network connectivity
Experience with Kerberos/RADIUS and Single Sign-On
Experience with database related technology and administration (SQL Server, Oracle, DB2, etc)
Experience with Servers (Dell, HP, IBM, etc)
Experience with Server Management Software
Working knowledge of Novell NetWare or MacOS
Experience with scripting and programming
Experience with firewalls and security related issues

Technical Support Engineer Resume Examples & Samples

Respond to customer inquiries, primarily by web interface and telephone
Perform 24x7 on-call responsibilities during scheduled periods
Work directly with other technical support staff, quality assurance, engineering, sales, PSO, marketing, operations, and administration to resolve issues
Document all technical inquiries, develop and review content for knowledge base
Familiarity with programming and scripting languages including java, JSP, JavaScript, bash/shell
Oracle databases experience
Familiarity with financial concepts such as Costing, Budgeting, Chargebacks/Showbacks
Experienced in software support or application support

Technical Support Engineer Resume Examples & Samples

For positions within the Federal team, U.S. citizenship is required
Account management experience and/or customer engagement responsibility is desirable
Ability to research problems and document their solutions
Foundation level knowledge in VMware ESX and Virtual Center products

Technical Support Engineer Resume Examples & Samples

Support and collaborate on VMware’s entire suite of products
Providing high quality live answer technical support to program account base
Create Knowledge Base articles for issues that are not documented
Assist customer outside of normal business hours if required
Manage account document repository ensuring accuracy and completeness

Technical Support Engineer Resume Examples & Samples

Providing support to business stakeholders on critical business applications
Extensive interaction with the associated development teams and other support desks
Considerable involvement with customers to understand their problems and requirements
Communicating frequently to end users about incidents and problems
Project Managing small projects on a day to day basis
Ongoing support of Settlements and Trading systems
Proactively contribute ideas and solutions towards improving team processes

Technical Support Engineer Resume Examples & Samples

Must have 6-8 experience in BSCS Rating, Roaming, Billing and Journaling
Experience in Oracle SQL, PL/SQL, Stored Procedure
3-4 years of Java experience
Experience in Unix Shell or Perl Scripting, XML Experience to read
Knowledge on how release is managed
Ensure the successful cycle run and make sure nothing is stuck in the middle
Analyze total rejects and the impact on the revenue Defect Management - Report, analyze and answer defects
Automate routine jobs and train the team
Coordination with Datacenter team for resolution of Database, system or network issues
Coordination with Incident/Problem management team during severity/issues. RCA documentation and submission to client
Coordination with Development team , vendor for bug fixing, or new changes deployment
Plan/Forecast cycle runs and communicate to leadership and Client
Ensure reconciliation between one component to the other in order to identify issues early, and minimize defects
Ability to handle executive escalations and other internal teams with solving complex issues
Support for the QA team in order to minimize developers time spent on defects related to design/ execution issues
Excellent Communication Skill and Customer Interfacing

Technical Support Engineer Resume Examples & Samples

Must have 8-10 years experience in Telecom Provisioning system, EMA (Ericsson Multi Activation) and Catalogue Driven Order Management
Knowledge to analyze production fallout orders. Provide critical and speedy resolution of fallout orders ranging from data manipulation, SQL scripting and DB updating, reformulating XML to help orders move along in provisioning system
SQL, Oracle and DB experience mandatory Identify and provide bulk fixes / resolutions for large quantity of orders failing Communicate and assist development teams in critical production fixes
Must have 2-6 years experience in Telecom Mediation platform, Preferably in EMM (Ericsson Multi Mediation)
Experience working on UNIX/Linux platform
Knowledge of shell scripting, perl, python and SQL
Good working knowledge of networks, firewalls, SSH, ftp/sftp and remote system access
Required to understand the Mobile services, CDR types and format, Able to understand and read different switch formats i.e. :ASN, Binary
Experience to resolve Rejects - Monitoring on going activities and handling ongoing rejects
Workaround management - Create and manage workarounds, removing once the permanent fix has been initiated
Keep SOP and other operational documents updated

Technical Support Engineer Resume Examples & Samples

Solid understanding of some of the following protocols and applications
NFS, the UNIX remote file sharing protocol
CIFS, the Windows NT remote file sharing protocol
SAN Connectivity methodologies for storage systems
TCP/IP; Networking
RAID
NetApp Storage System operating systems such as Data ONTAP or
NetApp Cluster-Mode Storage Solutions and related technologies
The interoperability of enterprise applications (such as

Technical Support Engineer Resume Examples & Samples

1) Servers & applications monitoring, troubleshooting for primarily for TIBCO Middleware
2) Application interface with vendors
3) Server/Network monitoring such as Disk space, memory, CPU, General sever health check
4) Responsible for Prod environment
5) Need to bounce the services, restart applications in Unix using scripts, lade logic etc
6) Willing to work in any on of the 3 shifts(6 AM - 2 PM, 2 PM -10 PM, 10 PM - 6AM), It is a rotation of shifts
7) Need to have good communications skill as need to coordinate calls with Vendors and Client Team in case of any outages

Technical Support Engineer Resume Examples & Samples

Customer issue handling
Handling of proactive support
Software Update Management (SUM) handling
Knowledge Management Tool (KCS) Coaching
Remote Service Gateway (RSG) Coaching
System Administration of existing hosted solution
Customer Training
On-Call support
Provide Material for technical documentation
Service Platform Operations and Support: design; build out; health monitoring, metrics and upgrades
Evaluate and analyze systems, performance, issues and metrics in order to provide recommendations to engineering for service improvements
Participate in bug reviews and feature enhancements meetings with a cross functional team
Comfortable with installing, configuring and testing applications on mobile devices
Comfortable with installing, configuring and testing software packages in a Linux environment
Application configuration and monitoring
Software Update Management handling (optional)
KCS Coaching (optional)
RSG Coaching (optional)
Video Compression and Transcoding Knowledge

Technical Support Engineer Resume Examples & Samples

3 to 5 years of experience working with (advanced troubleshooting and configuration experience) Linux or UNIX, Apple OSX and Microsoft Windows based systems in a network environment
3 to 5 years of experience working with computer graphics / media applications
3 to 5 years in supporting computer systems in a large company / enterprise environment
3 to 5 years of experience working with network management and administration utilities in
TCP/IP networking environment
Able to communicate technical information effectively – both written and verbally
Ability to work in a fast pace, production critical team environment
Must be able to follow directions and procedures
Must have a strong customer service orientation and have the ability to work with a diverse user community
Must be well organized and detailed oriented
Bachelor’s degree in a technical discipline or equivalent work experience

Technical Support Engineer Resume Examples & Samples

Assist customers, fellow techs, and service personnel in the installation, training and support of software, hardware, and related 3rd party peripheral components
These include but are not limited to file servers, commercial grade workstations, networking switches, NICs, monitors, KVMs, and radio equipment located at the user's premises
A radio background is desired, but not mandatory Training on Digital Playout software and troubleshooting methods is provided

Technical Support Engineer Resume Examples & Samples

Experience with operation and administration of large Windows Server and Desktop Environments o Experience in administration of complex Storage Area Networks, including Fibre-channel and Ethernet based protocols
Previous exposure to Cloud Management Platforms such as OpenStack, CloudStack, vRA including Networking enabled by software
Familiarly of Clustering Technologies such as MS Cluster Server, Redhat clustering, Oracle RAC

Technical Support Engineer Resume Examples & Samples

1st point of contact for billing system, process related incident, where they will perform initial triage on the issue. Ensure service requests follow the established service request lifecycle and track, monitor, report and keep appropriate personnel informed of progress on ticket resolution throughout the set ticket lifecycle. Initial triage and participation in a joint outage bridge (if necessary) in the event that an alert/alarm has been received due to system/application issue that may impact end users or customer functionality. Proactively raises incidents based on monitoring activities and coordinates with production support to resolve application related issues. Support issues with Billing, provisioning, payments, batch jobs, etc (other roles to be defined as we go), Support resolution of critical/major incidents (outages, execution of BCP, etc.). Perform quality assurance for the provisioning business processes. Troubleshoot batch job failures and approve query to be run to fix job failures as well as track, and report any delay in file processing. Verify all the files from mediation are processed before providing go ahead for bill run. Have intimate status of bill runs, performing validation of daily runs, tracking and reporting and relay any possible delays or anomalies to tier II and/or stakeholders. Provide tier I technical production support for all service management processes, escalating to tier II team as needed. Initial triage (following processes created with BP) of issues, escalating exceptions/issues that have revenue and financial impacts to the appropriate teams. Coordinate with business for the billing issues / bill disputes raised by customers. Provide Tier I support to areas of subscriber service transactions, including processing of activations, account changes, deactivations, SIM swaps etc. Initial POC for issues involving provisioning directly and indirectly involving Switch Control including network and device outages. Tier I support of subscriber provisioning from the billing system to other integrated systems and network elements. Work with Tier II BOPS and configuration management to coordinate routine and/or preventive maintenance with IT Ops so notifications can be sent and also to ensure there are no over laps with other maintenances occurring at that particular time. Support of scheduled patches & release into Production by ensuring release date is supported as needed. Manage file transfers between service partners by ensuring timely delivery, validating file data, and resolving incidents with service partners. Manage escalations relating reference table issues, analysis, analysis, updates – triage as needed and escalate to Tier II if changes are required. Handling of rating rejections and necessary for processing
3+ years of Experience in Systems Analysis/ Billing Operations
Understanding of Business processes
Understanding issue tracking and support processes
Must be able to work in a team environment and independently with minimal oversight
Highly developed interpersonal skills and communication skills
Basic knowledge of SQL scripting, PL/SQL, Stored Procedure to analyze the data and issues
XML Read experience is a plus
Understanding of managing detailed documentation including knowledge management tools, spreadsheets and reports
Methods and techniques for troubleshooting the causes of applications problems and errors and knowing when to escalate
Detail oriented with strong organizational and time management skills
Understanding and knowledge of billing processes, tools and systems
Works independently, with general instructions on assignments
Actively seeks assistance as needed but demonstrates learning and growing independence
Computer literacy in Microsoft Office Suite, including Word, Excel, PowerPoint and Outlook
Setting priorities and organizing work to complete project responsibilities timely, efficiently and effectively; handle multiple tasks in a dynamic environment
Telecom Business knowledge is a plus

Technical Support Engineer Resume Examples & Samples

Accredited education in Information Technologies
Basic Know how of ITIL and logistic processes
Working experiences in IT support for current Microsoft and Apple hardware and operating systems
Know-how of Support Ticketing processes
Device operations and maintenance of Desktop PCs, Notebooks, Smartphones (iPhone, Blackberry, Android), Tablets, Printers (specifically Lenovo, Dell, HP)
PC Imaging & Installation procedures
Experience with Microsoft Technology and Standard Office Applications (e.g. Windows 7 / Vista / XP and MS Office 2003 / 2007 / 2010 environment)
Imaging & Installation procedures
Network Technologies & Administration (AD/DNS/WINS) for WAN/LAN/WLAN
High customer and service orientation
Ability to interact and consult with others in particular for de-escalation management
Strong motivation and willingness to learn and perform
Autonomous & proactive working behaviour

Technical Support Engineer Resume Examples & Samples

The tasks this individual is responsible for are often non-routine and unstructured, requiring creative solutions
This individual will apply attained experiences and knowledge in solving routine to moderately complex problems
The ideal candidate will be a proactive contributor and subject matter expert on team projects
To be successful, this individual must demonstrate favorable results through coaching and influencing others. The ideal candidate will be an important contributor or lead on team projects

Technical Support Engineer Resume Examples & Samples

Develop, design & architect next generation monitoring & operations applications under to umbrella title of Cloud Command Center
Establish lifecycle process to govern the development, QA, testing, and support of the new Product including feature definition & product roadmaps
Design and implement CVS Repositories, Helpdesk, Bug Tracking, and other various systems to drive the continuous improvement of the Product
Determine optimal solutions to interface this new Product with the extensive range of existing VMware products
Interface with all of the Product business units, work directly with Core engineering teams to agree suitable interworking solutions to deliver the needs of the product
Assist the Product Management teams with “Go to Market” strategies and offerings for Product
Perform risk assessment and management of key project deliverables
Plan infrastructure requirements, systems migrations and deployments
Mentor more junior members of the team
Programming experience in Python preferred or at least one of: Perl, C, Bash, C#
Process oriented-driven
Able to multitask and prioritize tasks
Reliable, independent worker with strong collaborative skills
Able to think creatively to develop new ideas and innovations
Proactive and proven track record
Clearly articulates problems and proposes solutions
Flexible schedule when partnering with global teams (EST/PST)
Self-driven, autonomous individual that is not fazed by ambiguity
Role will be a TSE 4 level role with expectations & responsibilities associated with the senior level role

Technical Support Engineer Resume Examples & Samples

5+ years of Experience in Systems Analysis Operations Support
Telecom Business knowledge
Very good understanding of Business processes
Very good understanding of Development life cycle, Build and deployment process
Experience in issue tracking and support
Excellent analytical, problem-solving, and research skills coupled with discretion and sound independent judgment
Experience developing and managing detailed documentation including knowledge management tools, spreadsheets and reports
Methods and techniques for troubleshooting and determining the causes of applications problems and errors. Detail oriented with strong organizational and time management skills
Analyzes offerings against functional and non-functional requirements. In depth knowledge in Telecom Provisioning, Mediation product business/data analysis or Usage Rating/Billing system business/data analysis in Wireless industry is required
Knowledge of Ericsson products EMM, EMA, or BSCS is a plus
Troubleshooting, diagnose and resolve applications problems
Experience in Oracle SQL, PL/SQL, and stored Procedure to analyze data and issues
Ability to automate routine jobs and train the team
Ability to Coordinate with Data Center team for resolution of Database, system or network issues
Ability to Coordinate with Incident/Problem management team during severity/issues
RCA documentation and submission to client
Ability to Coordinate with Development team, vendor for bug fixing, or new changes deployment
XML Read Experience, is a plus, but not required

Technical Support Engineer Resume Examples & Samples

Bachelor's Degree in engineering is required or equivalent
Must have 2 to 4 years of related experience
Prior experience in cloud and web-based applications is required
Knowledge or background in systems administration, Java application and audio/video transcoding is preferred
Strong analytical and proven problem solving skills are required
Must possess strong written and oral communication skills along with strong interpersonal skills
Good computer skills in Microsoft Word, Excel and Power Point is required
Must have strong organizational skills and work well in a fast-paced environment
Must be able to effectively work both independently and in a team environment

Technical Support Engineer Resume Examples & Samples

Collect and analyze consumer insights to help develop the product innovation roadmap that delivers a best in class consumer user experience and the delivery of high quality and high impact tools. Strategy and standards
Design, implement, manage, develop and maintain communication, collaboration and service portals. Translates user needs into product requirements and design specifications to ensure well developed products are introduced that add value and the user interface is easy and adds value
Stay current with relevant industry trends, technologies and best practices as well as security and compliance requirements
Building, customizing, testing, deploying, maintaining, and documenting all process and steps necessary to complete and operationally manage the workflow
Design and prepare reports to communicate operational efficiencies from various automated workflows, usability of tools, and user satisfaction
Ensure operational readiness documentation is completed and all service delivery towers are prepared for new deployments and training has been completed for support teams. Orient and educate users on platform and portal functionality
Bachelor's degree required, Computer Science, Information Systems or Systems Engineering strongly preferred
Must be certified in MCSE, SharePoint, SharePoint Designer, PowerShell, InfoPath, IE, AppClarity and ITIL v3
Minimum 3 years’ experience with SharePoint admin/development role, InfoPath, PowerShell, LDAP
Minimum 3 years’ experience with portal development and workflow automation
Demonstrated experience for designing and engineering operational processes
Excellent communication and interpersonal skills along with problem solving skills - verbal and written
Strong knowledge of industry standards for self-help/shopping portals, analyzing user requirements and developing high level systems that reduce manual interactions
Cross-functional collaboration – The ability to communicate the needs of stakeholders and assigns personal accountability at all levels
Holistic product analysis– Following through from concept, defining critical KPIs, cataloging results, and performing post-mortem analysis for continuous process improvement
Accountability – The ability to “own” the deliverables while influencing other key stakeholders
Strong communication skills - oral and written
Ability to lead business system solution/product/service strategies and directions

Technical Support Engineer Resume Examples & Samples

4+ years of hands-on experience in a Technical Phone support role
Associate’s Degree or above with a focus on Computer Science / Information Technology
Experience supporting IT hardware in a Microsoft environment (PC, servers, laptops, printers, accessories)
Solid problem solving and time management skills
Excellent communications skills (written and verbal)
Experience using Salesforce.com as a ticketing system
Prior experience with PACS medical imaging technology OR HL7 standards

Technical Support Engineer Resume Examples & Samples

~1-3+ years of relevant technical/product support experience
An analytical, creative, and innovative approach to problem solving
An ability to handle multiple tasks concurrently and prioritize appropriately
A strong sense of customer service, attention to detail and desire for organization
A desire to provide feedback and make proposals to improve support processes
Flexibility to comply with Workforce Management scheduling to ensure 24x7x365 team coverage
A good attitude and sense of humor

Technical Support Engineer Resume Examples & Samples

Provide Level 2 technical support for enterprise products to a global customer base
Use your knowledge of Linux systems, disk/RAID configuration, network configuration and TCP/IP to provide general trouble shooting
Replication of customer issues in a lab environment
Gather all relevant information in order to liaise with and escalate into the development and QA teams
Third Level Computer Science or Computer Engineering Degree
The successful applicant will have 2 - 5 years' experience
Strong process discipline with a working knowledge of Salesforce or other CRM system
UNIX scripting languages including shell and python

Technical Support Engineer Resume Examples & Samples

Knowledge of one or more of the Jazz suite of products, Rational Team Concert, Rational Quality Manager or Rational Doors Next Generation is highly preferred
If no knowledge of the Jazz suite of products then knowledge of agile software engineering processes
Java skills are preferred
Experience in Kepner-Tregoe Resolve is preferred
Database skills are optional
IBM Websphere and/or Tomcat skills are optional
German: Fluent
Bachelor's Degree in Information Technology

Technical Support Engineer Resume Examples & Samples

Must possess a Bachelor of Science Computer Science, Electrical Engineering or an equivalent degree
Most new employees in this position have a 0-3 years of experience
Demonstrated ability to have successfully completed multiple, moderately complex technical tasks

Technical Support Engineer Resume Examples & Samples

Aligns, adjusts, and calibrates equipment according to specifications
Experience with the following components: Windows Operating Systems, Remote Access Applications (VNC, Remote Desktop, Team Viewer, etc.), network technologies, systems security, Cloud technologies and network monitoring tools
Understanding of web and mobile standards
Radio background a plus

Technical Support Engineer Resume Examples & Samples

Mentor and provide training to other technical GSS staff in Network troubleshooting topics
Travel to Customer sites and represent VMware GSS
Previous Enterprise Technical Support

Technical Support Engineer Resume Examples & Samples

Support server installations with the AirWatchTM console, including all relevant 3rd party technical components
Support end-user training efforts, including creation of user documentation and hands-on training exercise(s), for both operational and technical users
Provide AirWatchTM solution feedback to our Software Development team to allow for continuous product improvement based on internal and external product experiences
Support AirWatchTM software quality assurance activities, including testing and documentation of product issues

Technical Support Engineer Resume Examples & Samples

Extensive administration of Openstack and VIO
Familiarity with VMware NSX
71324BR

Technical Support Engineer Resume Examples & Samples

Experience in writing and debugging in modern programming languages ( Java, C/C++, etc)
Experience in modelling with UML/sysML with major modelling tools
Experience on multiple OS (Windows, Unix, Linux, etc.) and vitalisation
Good Knowledge on WebSphere Application Server
Knowledge of DB2 (administering and configuring)
Root cause analysis and trouble shooting
Technical Support experience
Excellent Japanese and English communication skills (written and verbal) and listening skills - mandatory
Ability to multi-task and problem-solve
Analytical skills, problem analysis, diagnosis and determination
Decisions Making Skills and ability to work independently on customer issues
Based in Sydney

Technical Support Engineer Resume Examples & Samples

Respond to user calls regarding hardware and software problems, correcting or ensuring that problems are escalated when required. Communicate with users and senior management the status of key problem statuses
Provide technical guidance to users across studio with regard to new workflows or changing old ones, providing solutions where they exist, researching outside solutions, or working with internal groups to provide solutions if possible
Perform hands-on repair of equipment and maintenance/installation of computing infrastructure
Maintain and troubleshoot all hardware associated with end-user computing, including mobile devices, printers, workstations, switches, etc
Act as SME for assigned internal applications and/or workflows to provide guidance to helpdesk personnel and fellow TSE’s
Oversee small to medium projects, providing status updates to upper management
Implement continuous improvement methodology through the use of IT systems or procedure
Maintain inventory of system assets
Ensure compliance with corporate standards and security policies
Provide user training for all areas of support (applications, corp initiatives, studio initiatives, etc)
Additional responsibilities will include: printer maintenance, end user documentation and training, computer moves and deployments, and additional duties as assigned
3+ years’ experience supporting users on Macintosh OS 10.8 and higher; Strong Mac skills
3+ years’ experience supporting users in a Microsoft Windows 7+ environment
Experience with Windows and Macintosh versions of the Microsoft Office Suite, Adobe Photoshop, Illustrator, Acrobat
Problem solving/decision making skills including conflict and first call resolution
Ability to lift 35-60 lbs, primarily computer equipment from floor to desk
Knowledge of AD and Exchange management
Familiarity with Final Cut Pro
Knowledge of basic command line tools (SSH, scp, rsync, etc)
Prior experience in a studio production environment strongly preferred
Knowledge of SQL, FileMaker Pro, and other database tools

Technical Support Engineer Resume Examples & Samples

Provides basic technical support to internal, domestic and international EMC customers within the call center
Works as part of a team ensuring smooth transitions for customer and field reported software issues
Responsible for sharing all acquired knowledge concerning problem resolution with field, and other departments as appropriate
Contributes to centralized problem identification and resolution database
Monitors and tracks all software service calls, provides call status updates at regular intervals and communicates status to customers using Customer Service Call Tracking Databases
Represents EMC in a professional manner to the customer and EMC field personnel at all times
Incumbent should possess a basic, working knowledge of major operating system software such as UNIX, NT, HPUX, SUN Solaris or AIX. Some positions may also require a working knowledge of MVS
Computer systems – Prefer knowledge of CPU, memory, busses, I/O, device drivers, buffering, job scheduling, virtual memory, file systems and file system structure
Networking –Prefer knowledge of TCP/IP, Ethernet, addressing, mapping, flow control, naming, routing/traffic
Databases – Prefer knowledge of relational and hierarchal, design, file system organization and indexing
Understanding of Storage industry (Storage management, Storage Architecture, Business Continuity)
Incumbent should possess solid organizational, interpersonal, communication, telephone and presentations skills
Incumbent should demonstrate the ability to assess and respond appropriately to customer issues in a professional manner

Technical Support Engineer Resume Examples & Samples

5+ years of proven customer management skills
Degree in Engineering or Computer Science
Prior field service experience including extensive travel and support of multiple products
Strong knowledge of data communications networks required- CCNA/CCNP preferred
Strong Windows MSFT Server skills required- Exchange and Active Directory experience is required; MCTS/MCSE is preferred
Must have the ability to work effectively and efficiently in a remote environment with little direct supervision
Must have the ability to travel domestically or internationally 70% of the time and work odd and irregular hours

Technical Support Engineer Resume Examples & Samples

Bachelor
At least three years service support
Know well network
Know well H.323&SIP protocol
First for VC field working experience

Technical Support Engineer Resume Examples & Samples

Basic Knowledge of Windows and / or Linux
3+ years of experience with support enterprise web application
Basic Knowledge of WebSphere
Basic knowledge of databases like Oracle, Database 2 (DB2)

Technical Support Engineer Resume Examples & Samples

Assists clients, fellow technicians, and radio station personnel in the installation, training and support of software, hardware, and related 3rd party components
Interacts with other departments to resolve client issues
May participate in after-hours deployment/releases
Experience with the following components: Windows Operating Systems, network environment, and systems security
Experience in problem-solving situations; strong analytical skills
Experience in general information technology

Technical Support Engineer Resume Examples & Samples

Work with management to continually hone Help Desk procedures and policies and recommend process improvements
Proactively fix issues by developing software code to eliminate problems before they happen
Demonstrated coding skills in Python, C, C++, or Javascript
Strong Python coding skills and API development
Experience developing web applications using HTM5 or CGI scripts
Configuration or administration of issue tracking and configuration management systems such as RT, Jira, Jenkins and Git

Technical Support Engineer Resume Examples & Samples

Bachelor's Degree in a technical or science field is required or equivalent
Must have 0 to 2 years of related engineering experience
Must have excellent written and verbal communications
The flexibility is required for 10% travel domestic
Available to work evenings and weekends on a fixed schedule
Excellent relationship building skills, customer complaint resolution, and record-keeping are essential
Strong technical and customer service skills are required
Experience in remote collaboration and customer service techniques preferred
Strong general IT skills including database, network, virtualization, Linux and Windows, and storage familiarity
SQL or Oracle experience a major plus
And ability to communicate effectively

Technical Support Engineer Resume Examples & Samples

Take ownership of and resolve customers' product issues via telephone, email, or in-person, while meeting or exceeding stated service level agreement (SLA) timeframe
Document, route, track, escalate and update customers, as well as RMS management, on status of issues as required
Provide prompt and accurate feedback to customers, ensuring their understanding of the steps needed to resolve issues
Build rapport and elicit problem details from non-technical or technical customers
Use approved protocol to communicate with development engineers on the analysis of software issues providing detail description of problems along with steps taken to analyze the problem
Perform system testing as a final validation before release to customer
Contribute to the body of knowledge by creating and maintaining knowledge base articles and other technical documents
Provide senior-level support and guidance for Level 1 Customer Care staff
Maintain an in-depth understanding of RMS’ products and support protocols

Technical Support Engineer Resume Examples & Samples

Provide guidelines and best practices on planned projects and activities
Troubleshoot and engage with engineering on customer reported issues
73646BR

Technical Support Engineer Resume Examples & Samples

Support the sales team post implementation with upgrades and technical requests
Respond to end user requests for technical support
Troubleshoot and resolve application issues related to IT users and services
Provide root cause analysis of customer issues
Develop workarounds to existing product lines when applicable
Document processes and procedures as developed and/or required
Update and maintain project issues list, prioritize issues

Technical Support Engineer Resume Examples & Samples

The Solution Architects time will be spent working with PSO\Deal Desk
The Solution Architects time will be spent on the other areas outlined below, such as Escalations, creation of content for delivery to EEs\TSEs, labs, reproductions etc
3) Desktop (Desktops Architecture, Thin/Zero Clients, Desktop Management, Desktop Design)
4) Management (Datacenter Management, Application Management, Desktop Management, JMX, SNMP, MIBS)

Technical Support Engineer Resume Examples & Samples

Resolve complex customer problems via the telephone, the web or email
Research customer issues in a timely manner and follow up directly with the customer with recommendations and action plans
Escalate cases to other more senior Technical Support Engineers and/or Escalation Engineers when the problem is too complex or falls out of specific area of expertise
Leverage internal technical expertise, including higher-level engineers, knowledge base, and other internal tools, to provide the most effective solutions to customer issues
Create new knowledgebase articles to capture new learnings for reuse throughout the center
Collaborate with other Technical Support Engineers who may need assistance working a case; utilize your area of expertise to help them in order to most quickly facilitate solutions for the customer
Participate in technical communications within the Technical Support Engineering team to share best practices and learn about new technologies and complimentary storage applications
Focus on an area of technical specialization and attend classes, complete lab projects, read and work with other Technical Support Engineers on cases which will help cultivate that expertise

Technical Support Engineer Resume Examples & Samples

Basic system administration with Windows and/or Linux
Basic Knowledge of Websphere
Basic knowledge of databases, ie Oracle, Database 2(DB2)

Technical Support Engineer Resume Examples & Samples

Bachelor's Degree in Engineering or Computer Science
Minimum of 5 years of experience in programming, configuration and/or wiring of automation equipment, related sensors and devices
Experience as an Application Engineer, Field Service Engineer, or Controls Engineer preferred
Experience with GE A&C products preferred
Strong communication and presentation skills as measured by previous technical presentations to customers and/or employees highly desired
PLC programming experience preferred
Demonstrated ability to troubleshoot customer issues and quickly devise solution
Outstanding customer service skills are critical for success in this role
Experience in reproducing a customer problem, isolating cause, and driving resolution
In-depth technical, application and domain knowledge
Familiarity with National Electric Code (NEC and NFPA 79)

Technical Support Engineer Resume Examples & Samples

Troubleshoots topologies, hardware, software, transmission and signaling links and protocols
Performs network problem resolution
Develops and implements network enhancements and makes recommendations for improvement
Works on projects/ systems/issues of medium to high complexity surrounding network planning, configuration and optimization
Handles escalated trouble calls and work closely with engineering, field technicians, and third party vendors to resolve service issues
Validates problem descriptions and perform detailed problem diagnosis; track and update problems in trouble ticketing system
Develops problem resolution procedures required to meet serviceability requirements
Strong understanding of IP network fundamentals
Proficient knowledge of multicast routing technologies
Advanced knowledge in local and wide area networking communications
Ability to utilize packet analysis tools and be proficient at reading network packet streams
Advanced knowledge of hardware, network operating systems and troubleshooting skills
Advanced knowledge of Switching and Routing Architectures
Ability to analyze network design, architecture, protocols, topology, configuration and provisioning platforms
Proficient knowledge of support systems for network management and element management systems
Bachelor’s Degree in a technological field of study and 5 years Network implementation and support experience. Additional 1 year of experience can be substituted for each year of schooling
CCNA certification required. CCNP preferred

Technical Support Engineer Resume Examples & Samples

Understands and describes Networked A/V (NAV) system, to include: control, signal management, and networking theory
Works on projects/ systems/issues of medium to high complexity surrounding programming, configuration and networking
Actively support all efforts to simplify and enhance the customer experience
Bachelor’s Degree in a technological field of study
5+ years computer programming experience
Proficient knowledge of Javascript programming
Possesses a minimum of one industry foundational certification (CTS, CCNA, Sec+ etc)
A/V control programming experience preferred to include AMX and Crestron

Technical Support Engineer Resume Examples & Samples

Provide proactive and reactive support to all external customers on Enterprise level Web Protection product
Provide overall escalation management and technical solutions when issues are reported to them, including but not limited to,
1 year of experience in customer care/customer support for the following areas
Possess an Associate’s Degree or higher i.e.: Bachelor Degree in Computer Science, Security, or related field
Advanced writing and verbal skills
Self-motivated (takes initiative)
Basic experience with programming/scripting
Basic experience with routers, switches, proxies, or firewalls
Network or security related certifications desirable

Technical Support Engineer Resume Examples & Samples

Strong understanding of Microsoft Windows / UNIX operating systems
Knowledge of Network Security, switching, routing/routing protocols, IP, Firewalls, VPN's
Good SQL skills (advantage)

Technical Support Engineer Resume Examples & Samples

Provide proactive and reactive support to all external customers on Enterprise level Network Security products
Provide overall escalation management and technical solutions when issues are reported to them, including but not limited to, review of open issues on a daily basis, updating our customers on the status of their escalated cases, and assisting in the reproduction of issues
Provide proactive troubleshooting assistance to your specific product
Record and document all issues related to customers both internal and external Conference call availability to resolve product issues
Log all testing, troubleshooting and research done in process of resolution
Responsible for Customer and Internal Updates
Produce articles for submission into knowledge base and Best Practice series on public facing community
Maintain a high level of knowledge and professionalism
Creation of product troubleshooting guides to assist support teams
Provide effective and timely communication to support teams
Document issues within the call tracking system
Maintain a current level of knowledge on McAfee products and new vulnerabilities and/or threats
Be available and accessible to fellow co-workers
Maintain a friendly, open, approachable, positive attitude
You must possess a Bachelor Degree in Computer Science, Security, or related field

Technical Support Engineer Resume Examples & Samples

Knowledge needed to perform this job
Experience with UNIX & Linux Operating Systems
Strong understanding of networking - routers, switches and knowledge of TCP/IP, DNS, HTTP/HTTPS, LDAP
Basic level knowledge of databases (SQL) and LDAP services
Basic level knowledge of security, commands and tools like nslookup, traceroute, ping, wireshark, tcpdump, netstat
Basic experience with programming/scripting is desirable
Skills needed to perform this job
Ability to communicate at multiple levels with customers (i.e. technical / management)
Required level of education in specific areas of study
Knowledge or experience in Cloud (Amazon AWS etc.) is a plus
TOEIC 750+ or above as English skill
Native level Japanese and understanding of the Japanese culture is required
Minimum number of years of relevant experience
3 to 5 years of support experience
3 to 5 years of network products/environment experience

Technical Support Engineer Resume Examples & Samples

Review drawings for makeability; collaborate with production/engineering/cost accounting on possibilities and limitations
Review of specifications and note PPG/CMC exceptions to specs and pass on to Doc. Control and customer
Some drawing creation or re-creation needed for 2 and 3 dimensional absorbers (using either CAD, and/or Solidworks, and/or Catia, abilities)
Cost Build-ups of custom products and high volume standard product opportunities
Interface with QC/Production/Engineering/Document Control on challenges/projects/opportunities
Part number standardization and maintenance of other information relating to custom jobs/product classification
Help to manage the RMA process
Support customers with their needs and questions in a timely manner
Participate in technical discussions internally and externally as needed
Approval of custom or non-standard orders
Some Customer service with a focus on technical support (electrical and mechanical) of the product

Technical Support Engineer Resume Examples & Samples

Interact with SolarCity customers via phone and e-mail to address problems with solar power systems and SolarGuard
Dispatch Field Service Technicians to correct issues and support them in troubleshooting solar power systems and proprietary wireless monitoring equipment
Contribute to improvements in SolarCity’s customer service and monitoring platforms
Strong understanding of TCP/IP networking concepts, and practical experience with home network construction and troubleshooting, particularly wireless technologies
Understanding of a technical support environment and processes, including ability to document case histories clearly, accurately and with detail. Ability to prioritize workflows effectively according to multiple criteria
Experience with CRM systems, mobile case/ticketing systems, bug tracking systems
Personal skills suitable for frequent direct contact with non-technical customers in technical troubleshooting scenarios
A positive, friendly manner on the phone and in writing is essential, as well as patience and the ability to instruct and inform during the course of troubleshooting
Ability to independently make decisions and solve problems with limited direction
Proficiency with productivity, documentation and database tools (MS Office, Mediawiki, MS SQL) is valuable; experience with web development and general programming ability is a plus
Bachelor's degree in a technical or science field, or Associates degree in Electrical (or other) Engineering, Physics, Computer Science, or other relevant field

Technical Support Engineer Resume Examples & Samples

Excellent diagnostics capabilities and troubleshooting skills, having an logical and analytical mind and personality and capable of working within a team and under high-pressure
Must possess a Bachelor/College Degree in Engineering, preferably in the field of Electrical, Electronics, Communications, and Mechanical
Experience in Solar Industry is a big advantage
Power and/or electrical systems knowledge is required
Fresh graduates are welcome to apply, although experience in a call-center/support role is an advantage
CRM Software experience is a plus

Technical Support Engineer Resume Examples & Samples

Interacting with customers, providing support through email, phone and remote access systems
Solving problems, helping customers be successful, and improving our product quality
Creating Solutions, procedures, and technical notes to share your knowledge
Helping others master the new features and capabilities of a rapidly evolving technology

Technical Support Engineer Resume Examples & Samples

Provide advanced support on access control and video systems
Assist in product testing and evaluations of fire alarm equipment
Interface with data departments regarding downloader’s software and data communications
Provide Mastermind signal interpretations to field technicians

Technical Support Engineer Resume Examples & Samples

Provide consultative and engineering field support for installed air compressor units, troubleshooting mechanical and controls questions including performance evaluation, parts interpretations
The position regularly deals with resolution of field issues which deals with mechanical and control phenomenon requiring thorough review and data interpretation
The position requires respect of and sound working relationships with field personnel, field service management, internal engineering and manufacturing
Conduct parts inspection, new, repaired or damaged condition
Advisor to the Warranty team on claims related to Centac or Large Reciprocating compressors
Participate on New Product Development or Value Added and Value Engineering projects
Provide after-hours customer support on a rotational basis [Including weekends] via cell phone plus laptop to access systems
The individual may be required to travel both domestically and internationally to investigate and evaluate customer site related issues in support of field personnel
Conduct Centac training classes when required
BS Degree in Engineering (Preferred)
At least 5 years of experience in a technical support role or a field technician role
Excellent customer service skills to meet the needs of both internal and external customers
Able to work regularly, independently and in a team environment
Competent analytical thinker, learner and make rational decisions
Basic knowledge on compressor performance in particular centrifugal air compressors
Basic Electrical and Controls knowledge. Should be able to read electrical schematic and process and instrumentation diagrams
Basic knowledge on electric motors, steam turbines and engine drives
Basic skill set in the use of measuring instruments, dial indicators, micrometers
Good computer skill set
Technical writing skills are required

Technical Support Engineer Resume Examples & Samples

BS/University Degree in Computer Science/Engineering. Masters/PhD or similar education/working experience
1 - 2 years experience in engineering, systems administration, engineering support or consulting
Fluent German and good English phone and writing skills are required
Experience with UNIX shell scripting, Perl, Java
In depth knowledge of HTTP, DNS, network routing, common network protocols (TCP/IP) and tools (ping, traceroute)
Familiarity with the following: J2EE or .NET, XML Webservices, Databases and Webserver administration
Must be able to resolve complex, highly technical issues; creative and able to 'think-out-of-the-box', propose and implement new Solutions for customers
Strong team players who enjoy working in a fast paced team atmosphere

Technical Support Engineer Resume Examples & Samples

Provide Tier 2 support to customers
Provide troubleshooting and technical support via phone, web based tools and email
Handles problem escalations from Tier 1 support engineers
Ability to write native code
Trains and coaches Tier 1 Technical Support Engineers
Develop and/or test modules, wrappers and other extensions to the Titanium+ platform
Constantly improve Write code samples, articles and tutorials for developers that demonstrate best practices and workarounds for common issues
Log bugs for engineering team
Safeguarding Axway and
Experience using Titanium
TMAD certified
3+ years experience in a technical support organization
3+ years in programming in Javascript and Sequel
3+ years with native code experience
3+ years in web development or mobile application development

Technical Support Engineer Resume Examples & Samples

Common sense. It is extremely uncommon these days, so we are more than happy to meet you, should you have it
Linux and UNIX knowledge(You will be surprised by the number of flavours). You should not be afraid to work with terminals and feel comfortable not holding a mouse for long time(granted one is even present)
Experience in TCP/IP networks - both building and troubleshooting
Knowledge of transfer protocols and how they work. HTTP, FTP, SFTP, SMTP, AS2, you name it. There are a few that we dare-not-name too
English language. Excellent verbal and written skills are necessary. As the official communication language in Axway is English - that will be the language you will be using in 90% of your time around the office
MS Windows Server administration
Last but not least - the ability to absorb and articulate new knowledge in a way that customers can understand

Technical Support Engineer Resume Examples & Samples

Resolve customer problems via telephone, email or remote access
Maintain customer loyalty through integrity and accountability
Escalate cases to management when customer satisfaction comes into question
Escalate cases to the engineering team when the problem is beyond the scope of technical support or falls out of the support team’s expertise
Maintain control and management of the overall resolution for any escalated case, even when cross-functional groups are involved
Leverage internal technical expertise, including development engineers, knowledge base, and other internal tools to provide the most effective solutions to customer issues
Create knowledge base content to capture new learning for re-use throughout the company and user base
Participate in technical communications within the team to share best practices and learn about new technologies and other ecosystem applications
Participate in the on-call rotation with other Technical Support Engineers
Actively participate in the Hadoop community to assist with generic support issues
Learn as much about Hadoop as you can!

Technical Support Engineer Resume Examples & Samples

Should have advanced working knowledge of Oracle (Skills-PL/SQL, SQL)
UNIX knowledge and expertise
Working knowledge of high availability, high throughput, real time, mission critical system
Working knowledge of TCP/IP protocol, network topology (switch load balancer, router)
Working knowledge of GPRS, DIAMETER protocol, SGSN OR GGSN etc
Experience with shell or perl scripting is required
Knowledge of any Telecom Billing systems is mandatory
Detail oriented, good analytical and problem solving skills
Excellent English communication skills, written and oral
Highly motivated, goal-oriented and well-organized– “towin” orientation
Exemplary team-player and team leading capabilities
Flexible to work in the shifts
Readiness to travel for extended period of time
Graduate or Post Graduate Degree in Engineering/Science
2-6 years of experience

Technical Support Engineer Resume Examples & Samples

Manage highly visible, global and strategic support cases, and ensure 100% customer satisfaction by providing prompt and complete resolution to technical challenges and business issues
Empower the greater Salesforce community and share best practices with team members by creating and improving knowledge base materials
3 years of prior experience in Technical Support, a helpdesk environment, or as a Salesforce administrator
Excellent written and verbal communication skills, with an ability to empathize with customers with varying levels of technical ability
Detailed, organized and results oriented, with a strong level of attention to detail
Ability to effectively prioritize and escalate customer issues as required, as well as being able to multi-task and perform effectively under pressure
Salesforce Administrator (ADM201), Advanced Administrator (ADM311) or Developer/ Platform App Builder (DEV401) Certification
Completed Salesforce Trailhead Badges

Technical Support Engineer Resume Examples & Samples

Engineers customer orders including detailed review of layout and application of equipment, wiring and schematic development, component selection, and verification of applicable codes and standards
Reconciles pricing and lead time requests of incoming orders, using information supplied through Bid Manager, Vista and other communications from field sales and/or channel partners. Verifies that the plant's manufacturing capabilities can support lead-time requests
Verifies that complete and accurate order entry information has been received from field sales and/or channel partners on incoming switchboard orders. Responsible for communicating to and following up through appropriate channels on any discrepancies and facilitating efficient downstream order processing. Supports field sales and channel partners on post order entry issues
Prepares Manufacturing Information (MI) for less complex switchboard configurations, utilizing MI Manager, AutoCAD, and Plant Order Manager as required
Provides input to the Bid-Man development team on design and pick table enhancements that help minimize front-end cycle time and improve Quality
Provides input to P&S MEDD department on new product application needs and designs as well as design refinements
Interface with customers, channel partners, Field-Sales, and EatonCare through participation in plant visits, training support and customer events
Schedule orders for production. Reconcile customer requested ship dates with product line standard lead times and manufacturing capacity. Utilize AS400 programs (OMS and Allocation System) as well as Microsoft Excel to accomplish scheduling
Request and verify information for order release and processing
Perform rescheduling duties and advise AWSD to field sales/EatonCare/channel partner or end use customers as required
Retrieve, match, and route order change notice information
Expedite and follow critical orders
Maintain order files in the computer and be familiar with computer based information as it relates to customer schedule and dates. Execute order management functions using VISTA, Order Management System (OMS), AS-400 and Bid Manager computer systems
Process and follow ship shorts
Expedite material shortage requirements with Supply Chain Department
Facilitate corrective action process for in-process orders as required to minimize impact on customer promise dates
Bachelor’s degree in Engineering from an accredited institution
Authorized to work in the US without company sponsorship
Position does not have relocation. Candidate must reside within a 50 mile radius of Sumter, SC facility
Minimum 5 years of experience in assembly operations or manufacturing operations
Experience with MRP/ERP Systems
Minimum 3 years of experience with Eaton systems: VISTA, Bid Manager, AS-400, ENOVIA & DMM
Comprehension of basic electricity
Demonstrated proficiency in Microsoft Office (Outlook, Word, Excel & PowerPoint)
Demonstrated technical and application knowledge of switchboards
Demonstrated proficiency in verbal & written communications, organizational & computer skills

Technical Support Engineer Resume Examples & Samples

Minimum Qualifications
BSEE, BSEET, BSME, BSIE, BSCS or other engineering degree and 2+ years experience designing, developing and troubleshooting Automation Control systems using Rockwell Automation Products
Understanding of Rockwell Automation Controllers including but not limited to SLC. Micrologix, Compactlogix and Controllogix processors
Great communications skills. Able to work with novice to very experienced engineers. Good typing skills. Must be able to work independently

Technical Support Engineer Resume Examples & Samples

Typically responds to situations as McKesson's first-line product support to isolate or fix problems in software; may be second-line of support in some areas
Reports design, reliability & maintenance problems or bugs to software engineering/ design engineering, offering and/or soliciting input
Provides support to customers/users where the product is highly complex or technical in nature
Explains & interprets technical ideas or processes to various groups or levels within the organization
Applies customer service skills & relevant competencies (e.g., communication) in working with internal & external customers
At certain levels, may create knowledge-based content
At certain levels, may create troubleshooting tools -May be involved in customer installation & training
Good understanding of TCP/IP, OSI layers, and basic network troubleshooting
Detailed knowledge of the diagnosis, repair and debugging of software and computer systems
Flexible schedule to allow for pager rotation
Ability to quickly learn new, complex technologies
Healthcare industry experience a Plus

Technical Support Engineer Resume Examples & Samples

Expert troubleshooting and reasoning skills
Demonstrate experience troubleshooting - DNS, IP Networking, Firewall, SMTP, HTTPS, Load Balancers, ActiveSync, Email
Bachelor degree in Computer Science or related technical field or equivalent work experience
Cisco Certified Network Associate or Equivalent
Knowledge of administering LDAP servers
Database Experience - SQL Queries

Technical Support Engineer Resume Examples & Samples

Provide knowledgeable technical support to the Customer Call Centre and In-Site forum with fast response times to issues and increased accountability. This includes providing technical responses to customer inquiries and providing ‘on-call’ services
Deliver field support activities including FCB implementation and troubleshooting where necessary
Scheduling and performing site visits to assist customer in resolving technical issues. Attend customer interface meetings when and if requested
Maintain and update technical information for upgrade projects
Ensures configuration management is maintained consistency across projects
Monitors/audits the testing process and ensures adequate and thorough testing is being planned and performed on all upgrade projects and maintenance contracts
Support and provide technical input to Safety Committee on completed projects
Support and provide technical input to customers on Thales’ ‘In-Site’ Forum
Responsible for ensuring that all safety issues related to work performed are implemented as per company’s applicable safety processes and procedures
B.Sc. in Engineering, or equivalent work experience
3+ years in site management experience
Experience in delivering field support activities during upgrades in maintenance phase of a project
Experience providing technical responses to customer inquiries and providing ‘on-call’ services
Excellent knowledge of transit industry. Comprehensive knowledge/experience with Thales products will make you an ideal candidate
Customer service and marketing/sales experience
Excellent communication and inter-personal skills
Enjoys working with people and has an outgoing approach
Proven management and supervisory skills
Understanding of commercial aspects (schedule and budgets) of project management

100

Technical Support Engineer Resume Examples & Samples

Always leverage the technical expertise in order to provide efficient technical support
Provide technical support to Business Partners certified experts (ACSE)
Resolve customer issues escalated by Alcatel-Lucent’s L1 & L2 support center related to Alcatel-Lucent’s IP Networking product range (switch/router/WLAN) with sometimes direct assistance on customer site in case of urgent need
Escalate technical product issues to engineering (R&D based in California)
Participate in the design of technical bulletins, installation and Trouble Shooting Guides and Frequent Asked Questions (FAQ) development
Contribute to the improvement of the product: serviceability, maintainability aspects
Control the software quality from R&D and get knowledge on the new products or features
Manage consciously customer technical sensitive issues follow-up with the sense of the priority and the positive communication
Active participation to “engineering rules” definition, elaboration & writing
BA/BS in Computer Science or related technical field or equivalent practical experience
Experience working with network fundamentals (TCP/IP, ARP, IP Tables, routing)
Technical troubleshooting with leadership and crisis management skills
5 years of relevant work experience in data networking environment
Experience leading short projects involving outside teams
Data Center technologies including Storage Area Networks (SAN), virtualization (VMWare)
UNIX systems with scripting skills in Shell, Python
Traffic generator and traffic analyzer, like Ixia and Wireshark
Excellent analytical skills, coupled with a strong sense of ownership, urgency and drive

101

Technical Support Engineer Resume Examples & Samples

Support the Project Plan, Project Managers and customers during execution of SFAT, PFAT, FAT and SAT with instrumentation, electrical and mechanical assistance
Provide troubleshooting assistance and root cause analysis during FAT and SAT
Oversee electrical, mechanical and software contractors working on skids in
not an Automation role

102

Technical Support Engineer Resume Examples & Samples

Active participant in the customer support center, handling phone and email queues to assist customers with technical issues on the product, inclusive of ability to troubleshoot, duplicate and create workaround to achieve high levels of customer satisfaction and success
Document and report on the status of major issues, tech center operational status, etc
Manage the RMA processes ensuring equipment is being delivered to the customer and returned hardware is sent from the customer location to Gigamon
Work collaboratively with the overall Support Organization in driving Support team process improvements and initiatives
Work with other organizations to convey customer concerns and requirements to be a champion for the customer in providing a timely problem resolution
1-4 Years of Technical Services experience in the networking space
Strong operating and troubleshooting knowledge across both L2 and L3 technologies such as: Ethernet, TCP/IP, Routing Protocols (OSPF), Switching technologies (VLAN/ Trunking), Stacking, QoS, Spanning Tree (STP, RSTP) and Test Equipment such as Spirent or IXIA
Possess excellent listening and people management skills
Must be willing to learn new skills, be a self-started and team player

103

Technical Support Engineer Resume Examples & Samples

Minimum 3 years of experience in the relevant market
Strong commitment to satisfy customer’s expectations
Good ability to execute strategies promptly and effectively with direct improvement to the business
Good speaking skills in English
Good read and written communication skills in English and Chinese
Self-motivated and have ability to work independently
Strong willingness to work a flexible schedule and regular travel

104

Technical Support Engineer Resume Examples & Samples

Capture and tracking of customer issues through CRM tool Sales Force
Degree or relevant Education in a technical related field, i.e. avionics, electronics, aviation plus minimum 5 years experience in the aerospace industry with emphasis on avionic systems will be considered
Minimum 3 years experience in the aerospace industry with emphasis on avionics maintenance, interface and troubleshooting on Business Jets and related systems
Minimum 1 year of experience working with Installation Manuals, Maintenance Manuals, Component Maintenance Manuals, Service Bulletins, Service Information Letters, and other technical publications is required
Experience with Satcom, High Speed Data, Cabin Management Systems, FMS and Primus/Primus Epic Systems is preferred
Demonstrate flexibility and resilience, including the ability to influence others in a time sensitive and demanding environment
Ability to make sound business decisions and take quick actions to execute
Ability to work collaboratively with multiple Honeywell entities by developing and maintaining effective relationships
Working knowledge of export requirements and/or government regulations is a plus
Ability to effectively handle a wide range of customers' needs and requirements with care and professionalism at all times
Demonstrated ability to work in a changing environment is strongly preferred
Great grasp and passion for customer service
Possess a "privilege to serve" attitude
True global mindset and being very comfortable working within a global team

105

Technical Support Engineer Resume Examples & Samples

Degree in Telecommunications, Computer Science, Electronic engineering or similar
Minimum 1 year of experience in Customer Technical Support (Hardware /Software)
Background in Communications systems / Previous knowledge of mobile telecoms', including Tetra, LTE, UMTS/GSM beneficial
Ideally having previous experience in software engineering/network devices and network planning/optimization/protocol analysis
Hands on engineer with the experience and diligence to work on their own, within a team and closely with other stakeholders to deliver high quality solutions
An ability to deliver against challenging deadlines with a flexible approach to the demands of the role
Strong technically, with an intellectual capacity to add to and develop department knowledgebase and innovations
Team player who is ambitious and an enthusiastic self-starter
Attention to detail and willingness to be ‘hands on'
Positive and enthusiastic, whilst creative and focused on delivery
Open and direct communication with excellent oral and written communication skills

106

Technical Support Engineer Resume Examples & Samples

In depth knowledge of querying database structure and tables
Advanced knowledge of Windows servers, work stations and networking environments
Ability to communicate complex ideas in an understandable manner
Independent, Self-starter
Working knowledge of the diagnosis, repair & debugging of software & computer systems -Working knowledge of BU¿s products -Awareness of the level where they are able to interact with other McKesson BU¿s as needed or required -Working knowledge of technical language -Familiarity with writing articles for knowledgebase & technical article creation

107

Technical Support Engineer Resume Examples & Samples

Client focused approach to work
A flexible attitude with respect to work assignments and new learning
Ability to manage multiple and varied tasks with enthusiasm and prioritise workload with attention to detail
Possesses the ability to organize information, prioritize workload and tasks in a timely manner
Possesses an understanding of supporting Java web applications
Possesses a good understanding of software development languages and tools such as Jscript, VBScript, XML and SQL. TIBCO and Informatica is desired but not required
Knowledge of relational databases, preferably Oracle, SQL Server
Ability to prioritize work, mulit-task and meet deadlines
Ability to work and communicate in a project team environment
Some knowledge of clinical data management process for FDA regulated companies is a plus. Familiarity with FDA regulations such as 21 CFR Part 11 and GxP desirable
Ability to manage a wide range of projects or high priority issues at any one time
Ability to work independently on all but a few issues, using initiative as necessary. Can guide and influence others, suggesting solutions and coordinating efforts
A sound working knowledge of written and spoken English is required to ensure full communication within project teams and complete understanding of project specifications, test plans and other project documentation
Relevant technical support and client focused experience
Experience of working in a level 2 or level 3 technical support role or equivalent within a customer service environment
Experience with ITIL
Experience of providing a positive, memorable and meaningful service to internal and external customers

108

Technical Support Engineer Resume Examples & Samples

Work as a backup resource in the level 2 of Support-Line and On-Site service
Solve complains relating to the product technical problems for CCRP system
Manage the process of translating the training material of the product
Check and keep tracking of software compatibility (ACS880, AC580, Machinery Drives, motion control and PLC, Control panel...etc)
Warranty policy and special/urgent cases handling with service team
Maintain high level of product technical knowledge
2 Bachelor degree or above
3 Industry automation, electrical & electronics engineering and motion control background
4 Communication skill is a preferable
5 Fluent English, both in writing and oral
6 Frequently business travel

109

Technical Support Engineer Resume Examples & Samples

Analyses technical problems which are reported via phone, e-mail or internet by customers, partners or customer service engineers
Provides feedback to the service requester on the status of the problem, corrective actions taken and anticipated resolution time and estimated cost
Resolves issues through ordering the necessary resources, both material and labor, after verifying technical compatibility, logistical possibilities and required competencies
Detect quality issues and forward all relevant information to the appropriate escalation channel
Provides information to the rest of the organization in case of escalation
Reviews result of corrective actions
In some cases, performs scheduled/emergency on-site service repairs and be on stand-by via telephone on weekend days

110

Technical Support Engineer Resume Examples & Samples

Work directly with customers and internal users to provide solutions for Syncade applications
Troubleshoot and develop technical solutions for support issues related to Syncade software, hardware setup, and configuration
Develop workaround solutions for issues related to software faults
Diagnose and troubleshoot support issues on live production environments
Provide inputs to Technology on software faults and inputs to Marketing on customer proposed enhancements to Syncade applications
Administration activities of Syncade Support Site
Create reports for customer specific Syncade support data
Generate and review training materials for future Syncade support trainees
Assist Syncade Technology with software testing activities
Experience with Windows Server 2008/2012 and SQL 2008/2012/2014 preferred
Experience with computer programming and/or database querying preferred
Relevant MES (Manufacturing Execution System) experience preferred
Competent in English communication (written and spoken)

111

Technical Support Engineer Resume Examples & Samples

Work with PMC Team to ensure collection of product material content for a variety of Raytheon programs
Ensure proper data formatting, manipulation and integration to maintain the integrity of the information housed within the PTC Windchill environment
Perform required data analysis and generate reports for programs regarding the status of the product’s material content
Interfacing with materials engineering leads and mechanical designers for programs requiring WPA support
Work in cooperation with the IDS Product Materials Content (PMC) Team
Experience with Excel
Experience working with digital data retrieval and databases
Experience with Microsoft Word/PowerPoint
Familiarity with PTC Windchill PDM and/or Windchill Product Analytics
Working knowledge of Microsoft SharePoint/OneNote
Familiarity with database programs such as SQL
Familiarity with materials, processes and/or chemistry
Familiarity with xml

112

Technical Support Engineer Resume Examples & Samples

Spray application of aerospace coatings, including surface preparation and fill/fair operations
Formulation, mixing and application of highly-filled specialty aerospace coatings
Performance of RF measurements to characterize material properties and performance
Composites layup and fabrication, and adhesive bonding
Prototype fabrication and assembly
Basic proficiency with Microsoft Office tools (Word, Excel, Powerpoint)
Ability to obtain and maintain a DoD Secret Security Clearance
Demonstrated ability to perform data organization and analysis using Excel
Technical report writing proficiency
Technical presentation experience
Ability to participate and make contributions in technical internal and customer meetings
Ability to perform and organize multiple tasks being performed concurrently
Possess a DoD Secret Security Clearance

113

Technical Support Engineer Resume Examples & Samples

Utilizing preliminary sketches, diagrams, and other engineering information to generate 3-D design models and/or conceptual layouts
Executing the detail design, and working with leads, or leading the completion of the documentation for unique mechanical subsystems
Investigating pertinent design factors such as ease of manufacture, availability of materials and equipment, interchangeability, replaceability, strength-weight efficiency, and contractual specifications, requirements and cost. Coordinating with other organizations affected by design development
Self-check completed layouts and drawings for clarity, completeness, conformity to standards, procedures, specifications, and accuracy of calculations and dimensioning
2+ years demonstrated experience in developing mechanical documentation
Knowledge of and experience with mechanical design applications and fabrication processes
CAD experience using CREO (Pro/E Wildfire) or equivalent 3D CAD software
Demonstrated experience with applying Geometric Dimensioning and Tolerancing per ASME Y14.5M-1994
Confirmed understanding of the general requirements of Technical Data Packages (TDPs) and Associated Lists per MIL-STD-31000
Experience with CADDS V (CV)
Experience with Windchill 10.0 PDMLink or equivalent configuration management system
Associates in Mechanical Engineering Technology or equivalent (each two years of related experience can substitute for one year of education)

114

Technical Support Engineer Resume Examples & Samples

Experience with/understanding of web design technologies
Experience with/understanding of Destiny Enterprise system
Expertise with Linux/PhP/Apache/MySQL/Postgresql software packages
Expert knowledge of Windows, Microsoft Office and Adobe software packages
Expert communication skills – both written and oral
Understanding and correct usage of IT technical vocabulary
Experience providing end-user training
Previous experience in IT-related job function
Database creation, entry and reporting capabilities
Calendar/Evaluation Database System – modification/maintenance
Modification/maintenance of evaluation forms
Calendar updates (daily)
Social media expertise
Understanding of Social Media/Web analytics
Network maintenance/modification/upgrades
Software maintenance/loading/upgrades
Backup DreamSpark/Adobe liaison
Required to maintain professional/technical knowledge by attending professional workshops and establishing personal/professional networks
Ability to receive constructive feedback
Positive experience working with clients
Scheduling capabilities
Instructor/CCE database – modification/maintenance
Course Brochure Prep – scheduling/Destiny entries
Backup for
Lab support
DreamSpark/Adobe liaison
Instruction of TTS courses

115

Technical Support Engineer Resume Examples & Samples

Be the first point of contact for customer calls and emails
Confirm the client is under contract, incident details and contact information
Review ticket history for immediate resolutions to incident
Dispatch and coordinate incidents to correct focus group

116

Technical Support Engineer Resume Examples & Samples

Be a subject matter expert in Marketo technology and apply it to Marketo customers’ business processes
Perform problem characterization, reproduction, diagnosis, and root cause analysis
Configure customer systems to meet requirements
Knowledge of diagnosing and resolving problems in complex software environment
Solid communications skills (written, and verbal) and ability to interact effectively with all levels of professional staff. Ability to communicate effectively with customers
A tremendous attitude and desire to be part of a growing team
2 years of progressive experience diagnosing and resolving problems in complex software environment

117

Technical Support Engineer Resume Examples & Samples

Be a subject matter expert in Marketo technology and apply it toMarketo customers’ business processes
A passion for challenges and helping
Excellent problem-solving skills and ability to navigate challenging situations in a professional manner
At least 2 years of progressive experience diagnosing and resolving problems in complex software environment
Superior communications skills (presentation, written, and verbal) and ability to interact effectively with all levels of professional staff. Ability to explain complex concepts simply
Experience supporting enterprise software solutions, ideally Marketing Automation, CRM, PRM, or SFA applications a Plus

118

Technical Support Engineer Resume Examples & Samples

Skills in troubleshooting, software testing, and debugging
Exposure to real-world applications
Opportunities to develop your communication, presentation, and leadership skills
Opportunities to work closely with other departments across the company to resolve complex problems

119

Technical Support Engineer Resume Examples & Samples

Proactively seek to understand customer expectations
Answer and resolve support cases based on severity level
Own and track customer issues using our ticket tracking system
Own all customer facing communications, ensuring the message is concise and professional
Shares, and documents knowledge via FAQ / KB articles, which can be internal or customer facing
Develops junior support engineers through training, and coaching
Manage multiple projects/support cases simultaneously
Champion customer issues internally, and represent the company externally
Leads large multi participant customer calls, including hot escalations
Normally receives little instruction on day-to-day work, general instructions on new assignments

120

Technical Support Engineer Resume Examples & Samples

On-boarding new customers to Pure Support
Resolve administrative customer requests
Maintain install base requirements with customers and their arrays
Upgrade customer arrays to latest software version
Ensure RMA requests are processed promptly and accurately
Triage support cases based on severity level
Maintain communications with customers on the progress of their cases
All communication should be professional, complete, well-formatted, and consistent with prior communications
Applies documented troubleshooting steps to resolve routine issues
Notify a Support Manager of critical customer issues
Weekend, holiday, and on call duties as required

121

Technical Support Engineer Resume Examples & Samples

Take responsibility for generating a positive customer experience
Be open and straightforward when communicating with customers, partners and other team members
Move quickly to resolve support issues in a timely manner
Challenge the status quo though innovative problem solving
Be a team player by working collaboratively with other team members and departments
Customer Service related certifications are a plus but not required
Experience supporting Microsoft Server and Client environments
Proficiency supporting multiple versions of Windows
Understanding of Windows security settings and utilities
Experience supporting mobile clients such as IOS, Android and Windows Mobile on both tablets and smart phones
Proficiency supporting several major web browsers such as Internet Explorer, Chrome, Firefox or Safari
Programing Experience – preferably in a C++, C# or Java environment
Web server software knowledge – preferably IIS or Apache
Experience with SQL Server or other DB systems
Understanding of Active Directory configurations
Familiarity with Citrix Virtualization Platforms
Understanding of Windows Local and Domain Group Policies
Knowledge of information frameworks such as XML, HTML or ASP.NET
Awareness of Web Services open standard protocols such as SOAP, WSDL and UDDI
Understanding of ITIL methodologies – certification is a plus
Experience in a customer facing software support role
LI-BF

122

Technical Support Engineer Resume Examples & Samples

Support some of our biggest enterprise customers
Troubleshoot all kinds of issues, including all the possible setups and configurations
Ensure our customers get the maximum value from our products and subscriptions
Interact with our customers over the phone, through online chat, and web-based inquiries about our technology
Linux or UNIX system administration experience
Advanced troubleshooting and debugging skills
Scripting or programming experience is a plus
Exceptional approach to customer care

123

Technical Support Engineer Resume Examples & Samples

Ensure customers can get the maximum value from and easily use our products and subscriptions
Support customers by responding within the designated service-level agreement (SLA) to incoming calls as well as chat and web-based inquiries about our technologies
Travel regionally to visit customers as needed
3+ years of Linux or UNIX system administration experience
Technical knowledge and experience with the Linux storage and file system
Scripting or programming experience in languages like Bash, C, or Python is preferred
Ability to deal with rapid change and limited structure
Share your knowledge gained from troubleshooting issues by contributing to the global Red Hat knowledge management system
Excellent reading and writing skills in English; fluent English language skills are preferred

124

Technical Support Engineer Resume Examples & Samples

Partner with the OpenShift Online and OpenShift Origin communities to develop and review patches and test cases
Use tools like Curl, Git, Docker, Kubernetes, Strace, and Wireshark to investigate and troubleshoot technical issues
Record customer interactions including investigation, troubleshooting, and resolution of issues
Work closely with Red Hat development engineering and assist production support engineers and technical account managers
Partner with Red Hat strategic cloud partners like Microsoft to jointly solve multi-vendor customer issues
Assist in developing comprehensive and reusable self-service solutions for future incidents
Bachelor's degree in a technical field; engineering or computer science is preferred
Some familiarity with Platform-as-a-Service (PaaS) software or .NET
Experience with Linux or UNIX operating system installation, configuration, upgrade, and maintenance
Experience working with hosted applications or large-scale application deployments
Upstream involvement in open source projects is a plus

125

Technical Support Engineer Resume Examples & Samples

Communicate with customers, engineering and development teams, quality assurance teams, and management
Monitor, report, and produce bugs, fixes, patches, and RFEs
Work closely with junior and senior engineers and developers to write new code, fix and improve code, and provide highly technical solutions to support requests
Write patches, provide JBoss updates, and contribute your ideas in an open and collaborative team environment
6+ years of professional JEE platform experience
Deep experience with one or several JEE or app server technologies like JMS, Web Services, Servlets, JSP, JDBC, Hibernate, Struts, Teiid, Metametrix, Arquillian, Drools, RichFaces, Tomcat, or Datasources
Solid knowledge of the JEE platform and experience with databases and SQL
Hands-on experience with application server technologies like JBoss, WebSphere, or WebLogic
Solid understanding of Java programming APIs and popular Java frameworks is preferred
Good troubleshooting and debugging skills and a passion for problem solving and investigation
Ability to learn new open source middleware technologies
Clear and effective English communications skills, both verbal and written
Bachelor's degree in engineering or computer science is preferred; equivalent experience within the enterprise IT sector will also be considered

126

Technical Support Engineer Resume Examples & Samples

Provide a high, detailed level of technical assistance to ensure that our customers get the most out of our Red Hat JBoss Middleware solutions
Engage and collaborate with open source developers around the world
Offer developer-to-developer assistance for the Red Hat JBoss Middleware suite of solutions
Act as the technical point person for a technology of your choosing within the Red Hat JBoss Middleware portfolio
Advise customers on JEE architectural design decisions
Work with other open source projects to help customers integrate Red Hat solutions with their applications
4+ years of professional J2EE/JEE platform experience
Deep experience with one or more JEE/App Server technologies like JMS, Web Services, teiid, metametrix, arquillian, drools, rich faces, JDBC, Servlets, JSP, Tomcat, or Datasources
Solid knowledge of the JEE platform
Hands-on experience with enterprise application server technologies like Red Hat JBoss Middleware, WebSphere, or WebLogic
Solid understanding of Java programming APIs and popular Java frameworks is a plus
Great debugging skills and a passion for problem solving and investigation
Willingness to learn new open source middleware technologies
Very clear and effective written and verbal English communications skills
Ability to communicate courteously and effectively with customers, third-party vendors, and Red Hat associates

127

Technical Support Engineer Resume Examples & Samples

Use tools like curl, git, Docker, Kubernetes, strace, and Wireshark to investigate and troubleshoot technical issues
Record customer interactions, including investigation, troubleshooting, and resolution of issues
Work closely with Red Hat development engineering, and assist production support engineers and technical account managers
Demonstrate considerable judgment in selecting methods and techniques to obtain solutions
Maintain a commitment to providing the best experience possible for Red Hat customers
Manage your workload to ensure that all customer issues are handled and resolved in a timely manner
Bachelor's degree in a technical field (engineering or computer science is preferred)
5+ years of experience as a support or development engineer for Platform-as-a-Service (PaaS) provider or hosting service
5+ years of experience with Linux or UNIX operating systems
Experience working with hosted applications or large scale application deployments
Experience with .NET, Azure, Docker, Kubernetes, openvswitch, JBoss, Tomcat, NodeJS, Ruby (web frameworks), or Python (web frameworks)
Experience with developer workflows, continuous integration (Jenkins), and continuous deployment paradigms
Good understanding of Linux tools, with an emphasis on curl, git, strace, Wireshark
Linux operating system installation, configuration, upgrade, and maintenance experience is highly preferred
Solid development-level experience with multiple programming languages and experience writing patches or pull requests
Upstream involvement in open source projects (patches submitted for upstream inclusion) is a plus

128

Technical Support Engineer Resume Examples & Samples

Use tools like curl, git, Docker, Kubernetes, Strace, and Wireshark to investigate and troubleshoot technical issues
Work closely with Red Hat Development Engineering and assist production support engineers and technical account managers
4+ years of experience as a support or development engineer for a Platform-as-a-Service (PaaS) provider or hosting service
4+ years of experience with Linux or UNIX operating systems
Experience with Docker, Kubernetes, Open vSwitch, JBoss, Tomcat, NodeJS, Ruby (web frameworks), Python (web frameworks), Azure, and .NET
Experience with AWS or CloudFoundry is a plus
Experience with developer workflows, continuous integration (Jenkins), and continuous deployments paradigms
Good understanding of Linux tools with an emphasis on curl, git, Docker, Kubernetes, Strace, and Wireshark
Linux operating system installation, configuration, upgrade, and maintenance experience is a major plus
Excellent reading and writing skills in English; fluent verbal English skills are preferred

129

Technical Support Engineer Resume Examples & Samples

Partner with OpenStack communities to develop and review patches and test cases
Use command line tools to diagnose network issues and message queue problems
5+ years of experience as a support or development engineer for virtualization or cloud technologies on Linux
Linux operating system installation, configuration, upgrade, and maintenance experience is preferred
Solid development-level experience with Python and experience writing patches preferred
Experience with tcpdump analysis, OpenvSwitch networking, and MySQL databases

130

Technical Support Engineer Resume Examples & Samples

Ensure customers get the maximum value from and easily use our solutions and subscriptions
Support customers by responding within the designated service-level agreement (SLA) to incoming calls, as well as chat and web-based inquiries
Knowledge or familiarity with Amazon Web Services; VMware vSphere, Azure, Google Cloud experience is an advantage
Demonstrated first-rate customer service experience or prior technical support experience; desire to go above and beyond in assisting customers

131

Technical Support Engineer Resume Examples & Samples

Own the resolution of customer issues from initial contact through complete customer satisfaction
Work with support or product development teams to work around or resolve product issues
Proactively stay up to date with the latest technologies related to Red Hat products and the underlying technologies
Develop a deep understanding of Red Hat JBoss Middleware
Work with developers to identify and resolve more complicated problems
Diagnose and fix bugs
Work with customer employees and consultants, including business managers, project managers, software engineers, security analysts, data center engineers, and customer NOC
Manage assigned product(s) and component(s) by prioritizing open issues for Development
Provide issue mentoring and training to the support centers
Develop a working knowledge of applicable bug and technical information databases, as well as support debugging tools
Passion for learning new open source middleware technologies
Excellent verbal and written communication skills in English
Solid analytical, interpersonal, communication, and technical writing skills
2+ years experience with Java/JEE technologies like JMS, Web Services, Servlets/JSP, EJB, JDBC, Hibernate, or Tomcat
Basic hands-on experience with Red Hat JBoss Enterprise Application platform or any other application server, e.g. WebSphere or WebLogic
In-depth knowledge of the Java platform, databases, and SQL
Knowledge of software build, patch, and deployment processes and procedures, e.g. automake or autoconf
Experience using Linux or UNIX
Application development or deployment experience
Familiarity with configuration of open source software, e.g. Apache or Tomcat
Ability to analyze complex issues and prioritize tasks
Availability to occasionally be on call after hours and on weekends

132

Technical Support Engineer Resume Examples & Samples

Discover solutions to problems related to authentication and authorization services
Help customers configuring SSL/TLS, java security managers, JAAS , SSO using integration protocols like SPNEGO (Kerberos), SAML etc
Write test cases in Java for resolving security issues
Build in-house replication environments using various LDAP servers, writing test cases for SSL/TLS, configuring Kerberos and SAML, and similar setups to help the customers resolving any issues
Learn new technologies and write and publish blogs, whitepapers, and knowledge base articles that push technical knowledge out to our customers and the community
Provide high-level technical assistance to ensure that our customers get the most out of Red Hat JBoss Middleware solutions
Offer developer-to-developer assistance for the Red Hat JBoss Middleware suite
Act as the technical point person for a technology of your choosing within the Red Hat JBoss Middleware portfolio of technologies
Production support experience
Solid understanding of web security fundamentals for securing hosts, networks, and applications
Exposure on JAAS concepts to secure web and the EJB applications
Knowledge of common security vulnerabilities, attacks, attack methods, and remediation techniques
Exposure on JDK utility keytool or Openssl
Good understanding on concepts like running applications under Java security manager
Basic LDAP knowledge
Desire to learn new open source middleware technologies
Clear and effective English communications skills and ability to communicate courteously and effectively with customers, third party vendors, and Red Hat associates

133

Technical Support Engineer Resume Examples & Samples

Participate in case review conference calls with customers
Technical knowledge and actual experience with the Linux storage and file system
Fundamental understanding of the Red Hat Enterprise Linux OpenStack Platform or OpenShift by Red Hat architectures and administration experience across all working components
Previous experience with Ceph or Gluster storage is welcome
Knowledge or familiarity with Amazon Web Services; VMware vSphere or Azure experience is a plus
Prior Red Hat product certification, e.g. Red Hat Certified Engineer (RHCE) or other relevant certifications, is an advantage, as you'll need to be certified within 90 days of your start date

134

Technical Support Engineer Resume Examples & Samples

Responding to internal and external issues regarding SAS Risk solutions, including product usage, features, errors, and configuration
Writing detailed problem reports for unanswered questions and product defects
Researching questions and contacting customers with resolutions
Helping detect and report design, reliability, and maintenance problems
Reviewing documentation and working on other special projects as needed
Experience working with SAS Software
At least 3 years of technical consulting, systems engineering, research and development and/or customer support
Ability to work with people of varied technical backgrounds
Ability to diagnose a broad range of problems
Ability to handle multiple high-priority projects concurrently and adapt to changing priorities and deadlines
Ability to perform in both team and individual environments
Ability to answer user questions through independent study and investigative programming
Proven record of handling increasing responsibilities

135

Technical Support Engineer Resume Examples & Samples

Respond to requests and queries from customers using Ariba products while ensuring customer satisfaction
Develop and maintain technical expertise in assigned areas of product functionality and utilize it effectively to help customers
Research, document, and escalate cases according to procedure
Work closely with customers and Ariba Engineering on escalated critical issues and ensure they are resolved in the most timely and effective manner possible
Customer driven feedback to functional areas in order to influence process/product improvements
Actively participate in job related training
Author technical documents on common issues and solutions in order to build the knowledge base
Develop strong working relationships with other teams across Ariba
Positive attitude - Support engineers are required to be respectful, fair, gracious, and knowledgeable
2 years of working experience in a commercial product development, support or consulting environment
Experience interfacing with customers and technical support
Experience in enterprise software, financial software, ERP systems, or e-Commerce solutions would be an advantage
Bachelor's degree with 2+ years of experience
Understanding of objected oriented programming (preferably Java)
Ability to interpret XML
Working knowledge of database primarily with SQL and ability to structure queries
Demonstrated ability to take initiative and run new processes in an existing team

136

Technical Support Engineer Resume Examples & Samples

Provide direct technical assistance with customers via phone and email
Provide internal and external user support for application issues of a technical nature
Collaborate with fellow support colleagues and other internal organizations to provide superior customer service
Create internal/external content for Ariba’s knowledge base
Maintain consistent, regular communication with customers regarding the status of their requests
Act as a customer advocate by working directly with customers on high priority issues to deliver timely resolution and capture customer feedback to influence process/product improvements
Anticipate customer needs and effectively address concerns related to their issue or resolution
Effectively handle difficult customer interactions and challenging customer problems without the need for supervisory intervention; maintains poise and professionalism even with very difficult and demanding customers
Ensure that individual performance meets or exceeds department standards
Develop strong working relationships with cross-functional teams within Ariba
Work with customers to identify and resolve reported system defects
Must be available for weekend or evening support as required
2 Years working with a web-based software solution (Ariba Solutions preferred)
Experience working with Spend Management Solutions in a support role
Experience in Support, Software Development, IT, or Quality Assurance is preferred
Bachelor’s Degree with a technical discipline or a minimum of 2 years of experience in Support, Software Development, IT, or Quality Assurance
Bachelor’s degree with a technical discipline
Strong problem solving, organizational, and analytical skills
Strong technical knowledge or expertise in Ariba® solutions
Ensure that emergency situations or urgent customer issues are resolved in the most timely and effective manner possible
Ability to work well in a fast paced environment
Proven ability to manage multiple tasks or projects with changing priorities. Enjoys and thrives on performing multiple tasks and responsibilities at once
Strong time management and prioritization skills. Utilize available time efficiently in order to achieve effective and efficient results
Strong ability to capture a complete and accurate problem/symptom description of reported issues
Ability to successfully troubleshoot and narrow down reported issues, identify root causes, and find creative solutions to effectively address customer concerns
Exceptional written and oral communication skills. Strong ability to listen to and work with customers in real-time to resolve issues
Can do attitude and team player
It is desired that candidates have a working knowledge of one or more of the following concepts/technologies
Hands-on experience in one or more databases including Oracle, DB2 or Microsoft SQL Server
Experience with Application Servers such as WebLogic or WebSphere
Knowledge/experience with one or more Web Servers like Sun One or IIS
Working knowledge of Windows, UNIX, Linux based operating systems
An understanding of object-oriented methodologies and programming in Java
HTML or XML (JavaScript and css)

137

Technical Support Engineer Resume Examples & Samples

Candidates should have familiarity with basic tools such as Wireshare, spectrum analyzers, etc
Knowledge in Linux (intermediate/expert); not looking for beginners
Should be able to describe experiences with troubleshooting complex systems

138

Technical Support Engineer Resume Examples & Samples

Provide front line support to Aspect customers in Europe and Africa via the phone, email or with remote access technologies where appropriate
Work closely with the advanced team / engineering for escalated issues
SQL Server - Versions from 2005 onwards
Windows Server and Client - All versions
Web Servers - IIS, Apache
Java - Web services, Garbage Collection, performance monitoring
Linux (any distro)
Telephony - VOIP, SIP, E1

139

Technical Support Engineer Resume Examples & Samples

Troubleshoot and resolve complex, critical and sensitive support issues
Handle customer issues over the telephone on a daily basis
Provide customer feedback on their issues as they progress
Ensure customer satisfaction through professionalism and swift resolution
Recreate problems in house and Provide evidence where bug fixes are required
Position Requirements include
Advanced administration and troubleshooting skills with either MS Exchange, SharePoint, SQL or Lotus Notes
Strong experience with system networking and TCP/IP and DNS
Knowledge or experience with SAN and NAS devices
Previous experience troubleshooting enterprise environments
Experience with UNIX a plus

140

Technical Support Engineer Resume Examples & Samples

Provide professional technical support in a timely manner to customers and Value-Added Resellers using SOLIDWORKS computer-aided design (CAD) products
Diagnose and solve a wide range of issues, including, but not limited to: software deployment, installation & setup, 3D modeling, mechanical engineering application specific usage, hardware and network
Develop workarounds and operating techniques and communicate them to customers and Value-Added Resellers
Work cross-functionally with R&D, Quality Assurance, and Product Definition teams to investigate and resolve problems
Conduct webinars/support training to Value-Added Reseller support staff to enhance their support skill set
Develop and implement knowledge base articles, technical documentation, and other self-help web content
Deliver telephone, email, chat, and web-based tools support
Possess a strong desire to provide the best experience possible to the customers, be positive, pro-active, and ready to embrace change
Master or Ph.D. degree
At least one additional language other than English, such as, but not limited to: French, Spanish, Portuguese, German, Dutch, Italian, Russian, Korean, Japanese, Mandarin, Vietnamese, etc

141

Technical Support Engineer Resume Examples & Samples

Customer support for all Airborne and Land Mobile Systems as well as Inpho and eCognition modules. By phone and helpdesk
Customer cases need to be categorized and in case of reoccurring cases they need to be properly documented and standard answers need to be prepared for usage by colleagues
Customer training for all Airborne and Land Mobile Systems as well as Inpho and eCognition modules. To be done either on-site, in-house and online
By using standard training material or by preparing new training material aligned to the GeoSpatial standard and making it available to others
Assistance in creating training material and user guide lines
Assistance in organising of trainings onsite, in-house or online
Customer data set benchmarking
Assistance of sensor calibration and data processing
Assistance in tests of internal/external software
Completion of a course of study of: Geodesy, Geo-informatics, Remote Sensing, Surveying, Cartography et cetera
Photogrammetric and LIDAR data processing
Excellent knowledge in data processing on Windows operating systems
Experience with airborne or land mobile LIDAR systems
Basic knowledge of computer hardware would be an asset
Basic knowledge of surveying instruments and the use thereof
Good communication skills, organizing ability, and capacity for teamwork
Ability to work under pressure, higher-than-average motivation
High disposition of international travelling (~25% of working time)

142

Technical Support Engineer Resume Examples & Samples

Analysis, diagnosis and neutralization of problem reports in the customer’s network remotely or on-site
Reproduction of customer problems in lab environment (if needed & if possible)
Tracking of customer tickets and requesting investigation results for escalated tickets from higher levels of support (TEC, R&D, 3rd party)
Lab testing of SW updates and upgrades (remotely or on-site)
Installation of SW releases in customer network
Supporting introduction of new products or SW releases on customer site
Supporting WDM and OTN products such as 1830 PSS and 1626LM

143

Technical Support Engineer Resume Examples & Samples

Provide Technical Support for IP Routing product portfolio. IP routers and/or Packet Core, ePC products (2G/3G and LTE packet core nodes)
Investigate, analyze and drive problems reported by customer to a closure
Travel and work on-site if needed
Master degree in telecommunication or information technology
Flexible, with positive and creative attitude to change
Team player with the ability to work independently

144

Technical Support Engineer Resume Examples & Samples

Diagnose and solve customer’s problems remotely
If/as necessary, coordinate with relevant product experts - provide information on the incident and work through to satisfactory conclusion
Reproduce system Test Specifications, Performance Test Specifications, Test Plans, and other documentation as product recommendation
Provide technical experience and information to peers as required
Customer Focus, Adaptability, Manage Execution, Foster Open Communication, Search to Learn Continuously
Cross-functional and multi-cultural team work
Engage in proactive activities to train the customer or to check on the sanity of the network
2-5 year of experience on DSLAM/GPON
Basic knowledge of Unix, preferable though not mandatory

145

Technical Support Engineer Resume Examples & Samples

Work on specific tasks within a dedicated technical support team, which will have responsibility to support our customers and meet SLA targets for customers
Undertake a detailed analysis of reported technical issues to find and apply an appropriate solution
To be part of the continual improvement cycle and report any problems internally to the relevant parties so the appropriate improvements can be made
Installing application patches and making configuration changes in accordance to our change control processes
Periodically providing remote on-call weekend support
Recognizing and escalating critical issues according to policy and SLA requirements
Managing time efficiently allowing ownership of workload and tasks ensuring the appropriate levels of prioritization are assigned and a timely completion is achieved
Gaining an understanding of any new/updated products and services introduced to our systems as we evolve and grow

146

Technical Support Engineer Resume Examples & Samples

Troubleshoots customer reported problems, identifies causes of problems, researches and formulates solutions and advises customer of potential solutions, and implements or assists customer with implementing the solutions
Supports ABB Applications/Solutions supported platform components
Provide consultation, diagnosis, escalation, status reporting and resolution implementation to reported problems
Investigate problem situations to determine appropriate method of resolution; identify workarounds or requirement for a software fix to reported problems
Enter commands and observes 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
Distinguish between reported errors and change requests
Ensure customer service level agreements are met
Respond to all customer inquiries in a courteous, efficient and timely manner
Maintain customer records keeping them correct and up-to-date
Respond to customer inquiries concerning systems usage and operations
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
Follow up on customer surveys
Conduct research and communicate enhancements to software to appropriate departments
Identify and document the need for tools to assist in supporting the team and/or the customer
Provide updates, status and completion information to manager, problem request tracking system
Provide status overviews to management
Adhere to departmental customer service standards
Ability to take ownership of assigned tasks
Is a team player, and has a desire to learn
Ability to work under pressure and prioritize workload within tight deadlines
Ability to maintain a critical perspective in a work environment that is subject to heavy workloads with multiple priorities, performing multiple tasks simultaneously
Leads by example; seeks opportunities and has a positive outlook
Excellent diagnostic, debugging, troubleshooting skills
Requires a working knowledge of Systems Administration experience on various platforms
Requires a working knowledge of relational databases
Requires the ability to establish and maintain effective working relationships at all levels within both customer organizations and ABB
Must be able to work in a team environment, yet be self-directed, proactive, and action-oriented
Excellent writing and presentation skills
Requires the ability and willingness to travel
Degree in computer science, information systems, software engineering or related field or a combination of education and equivalent experience
Web technologies: C# / ASP.net (2.0, 3.0, 3.5, 4.0), HTML/XHTML, JavaScript, CSS
Database technologies: Microsoft SQL Server / T-SQL Procedures; Oracle / PL/SQL Procedures
Adequate Knowledge on one or more ABB products functionality
Tools/Utilities: Microsoft, Outlook, SalesForce, VersionOne, WebEx

147

Technical Support Engineer Resume Examples & Samples

Management system; present troubleshooting instructions and solutions to other engineers within the domain
Travel regionally to visit customers when needed
Technical knowledge and actual experience with CloudForms and/or Ansible
Fundamental understanding of the cloud computing components
Knowledge or familiarity with Amazon Web Services; VMware vSphere or Azure is a plus
Scripting or programming experience in languages like Bash, Ruby or Python is preferred
Excellent reading and writing skills in English; good spoken English; fluent English language skills are preferred

148

Technical Support Engineer 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
Recreation of problems in house
Root Cause Analysis and / or provision of examples of software bug

149

Technical Support Engineer Resume Examples & Samples

Generate model numbers, offer alternative recommendations ifcustomer-specified model does not fit the process condition
Review orders for technical conformance (such as model validity, calibration ranges, et al)
Assures orders are entered properly to communicate requirements toother groups
Perform order sizing as needed
Ensure correct product leadtime is entered in oracle
Update and maintain accurate order status in Oracle and CRM, inclusive of accurate maintenance of date fields for service level and order status reporting
Perform Quality Checks (FPY, Inspection Audit Process, et al)
Perform accurate and timely (within the goal set by management) order entry into the Oracle system to allow effective performance to meet customer requirements
Identifies customer needs through communication and probing
Creates solutions to customer problems. Provide sound recommendations to their queries. Provides resolution the first time
Assists customers in handling, servicing, follow-up, communication and closure of issues
Monitors if transactions are processed in a timely manner to meet customer's expectation
Implements error-proofing methods to ensure all transactions done are accurate
Monitors team service level and assists in workload distribution
Assists colleagues in answering general escalations from customers
Adheres to shift schedules and attendance expectations to ensure consistent support to customers and a balanced workload for peers
Coordinates with other teams/support to complete the request of customers
Records and submits weekly reports such as utilization tracker,accuracy reports, transaction monitoring sheet, Pending report
Save reports & update queue count in common folder
Perform added tasks such as intuity monitoring
Undergo revalidation exams depending on availability
Plans, executes and manages own workload and projects in cooperation with line leaders
Assists in leading team meetings, huddles and informationcascades. Communicates with the team onbest practices, lessons learned, process and product updates during teamhuddles/meetings
Manages team common mailboxes and delegates tasks to colleagues
Identifies problems areas and sources, offers possible solutions and escalates to line leaders/seniors when necessary
Completes personal individual development plan and implements agreed training/development activities
Assists the team lead in identifying team opportunities and challenges. Provide sound recommendations to line leaders and/or stakeholders by translating, enhancing and consolidating information into forms that can be used for decision making of the top management
Performs quality checks and provides quality feedback/recommendations to peers
Support projects related to quality improvement (such as ThinkCustomer, QMS, etc.)
Actively participates in team activities and initiatives
Fulfil other reasonable duties and projects as required
Serves as back-up for next level similar or related function for business continuity
Serves as point-of-escalation for product-specific technical/procedural queries from peers and junior members
Assists in creating a training plan for new hires
Provides work direction and guidance to junior employees when needed
Coordinates and networks with other members of the team to complete assigned projects and programs
Participates in cross-business unit committees as a contributor

150

Technical Support Engineer Resume Examples & Samples

Monitors the MGM National Harbor Help Desk queues and works cooperatively with the Corporate IT department, National Harbor IT department, and vendors to facilitate correction of incidents and problems
Updates and closes Help Desk tickets in a timely manner to reflect action taken and current status
Ensures that the computer room, office, and computer equipment are kept neat and clean
Answers inquiries in person and via telephone, e-mail, and voice-mail concerning the use of computer hardware and software
Installs PC hardware/software and assists in the installation of system and networking hardware and software
Ensures virus protection is working on all PCs/Servers that are deployed or changed
Participates in maintaining licensing information for all applications and operating systems using established process
Responds effectively to guest inquiries related to MGM National Harbor and the National Harbor area providing excellent guest service
Three (3) years’ experience in installing and troubleshooting Windows Operating Systems, Desktop Hardware, and Microsoft Products
Effectively communicate in English, both written and oral forms
Proficient in and knowledge of troubleshooting many types of equipment (POS systems, printers, kiosks, time clocks, thin clients)
Experience using remote control (DameWare) to resolve client issues
Working knowledge of LAN and WAN networking and protocols
Ability to lift and carry up to thirty (30) pounds at a time

151

Technical Support Engineer Resume Examples & Samples

Acts as the property expert on technologies, setting priorities in incident resolution, and executing resolutions
Responsible for driving high priority incident resolution within the set SLA
Administers Data Center systems, servers, and technology projects
Partners with Corporate IT on monitoring backups and other batch jobs and resolving issues as they arise
Installs PC, server, and network hardware/software
Trains and mentors Technical Support Engineer I personnel on servers, operating systems, property applications, and automations tools
Performs troubleshooting and preventive maintenance on PCs, printers, servers, network equipment and other hardware. Installs service releases and performs routine maintenance on desktop applications
Maintains licensing information for all applications and operating systems using an established process
Associates degree in Computer Science or related field
Five (5) years’ experience in installing and troubleshooting Windows Operating Systems, Desktop Hardware, and Microsoft Products
Effectively communicate in English, both oral and written forms
Proficient in and knowledge of troubleshooting many types of equipment (POS systems, registers, printers, kiosks, time clocks, thin clients)
Experience using remote control (DameWare) and automation tools (Altiris, Ghost, scripts) to resolve client issues
Experience with Microsoft Mail/Exchange clients, servers, and printers

152

Technical Support Engineer Resume Examples & Samples

Plans, leads and administers technology projects, including but not limited to network and systems projects
Monitors the MGM National Harbor Help Desk queue, taking action on advanced system or network issues and escalated/high priority incidents while working cooperatively with the Corporate IT department, National Harbor IT department, and vendors to facilitate correction of incidents and problems
As subject matter expert on system and network technologies, identifies/troubleshoots issues, sets priorities in incident resolutions, resolves/repairs advanced system/network problems, and makes recommendation on problem resolution for issues for wide-scale or prevailing/ongoing issues
Trains and mentors other Technical Support Engineers I and II on servers, networks, operating systems, property applications, and automations tools. Recommends development paths to Lead Technical Support Engineer and/or Director
Partners with Corporate and Regional IT teams to facilitate process alignment, implement data center equipment standards, creating standard processes, and installing servers, storage, networking, UPS and other technology equipment throughout the property
Performs troubleshooting and preventive maintenance on servers, network devices, and other infrastructure devices in the data center, IT closets, and across property. Installs service releases and performs routine maintenance on desktop applications
Collects performance data from network devices and system components such as file and print servers, applications servers, Citrix servers, storage devices, and other systems in the data center or IT closets, in support of evaluation of incidents and execution of problem resolution; corrects and implements solutions or escalates to IT leadership, as needed
Create technical documents, includes procedural and policies; ensures a full set of documentation for all systems and networks are updated and maintained, as required
Bachelor’s degree in Computer Science or related field, or MCSE
Five (5) years’ experience in installing and troubleshooting Windows Operating Systems, Desktop Hardware, and Microsoft Products with experience in deploying and maintaining servers and network equipment in a Data Center
Minimum six (6) months experience working in an Active Directory environment with systems tools such as a Wire Shark, Fluke Meter, Altiris, and Ghost
Demonstrated experience with operating systems internals, Internet communication protocols and system utilities
Experience using remote control automation tools to resolve client issues

153

Technical Support Engineer Resume Examples & Samples

Utilize his/her technical ability to prioritize Level I and II support issues and respond appropriately to multiple critical situations
Effectively communicate product issues to the customer and Kronos engineering enabling timely solution while maintaining customer satisfaction
Responds to customer service inquiries regarding company products, features and/or services. Researches, documents and communicates recurring technical issues. May facilitate and coordinate Returned Material Authorization (RMA) as necessary. Will provide multiple levels of escalated support based on the complexity of the technical issue
Understand and utilize best practices around KCS methodology, search to existing documentation, and author/modify knowledge base articles as required
Bachelor’s Degree in a Computer Science or similar training desired
3-5 years of Customer Service experience, preferably with a background in enterprise software support
Excellent bi-lingual oral, written and presentation skills. (Spanish and English, Portuguese a plus)
Experience with SQL queries and XML is a plus
Kronos Workforce Central Experience a plus
Previous use of Powershell SQL scripting and database experience with MS SQL and Oracle platforms a plus

154

Technical Support Engineer Resume Examples & Samples

You will investigate and evaluate technical problems providing customers with technical assistance to resolve technical faults as far as possible, at the first point of contact
Diagnose hardware, software and network related problems and carry out independent research to find technical solutions where necessary. Where a solution cannot be identified calls will be escalated to engineering teams as appropriate
Logging and then transferring non-technical service issues to relevant teams (such as internal sales, operations, customer services and sales order processing), assisting with Customer Support related admin tasks, when required
Provide advice on configuring and optimising Thales products, to ensure that services are running effectively
Provide customers with downloads of software upgrades, product keys, licenses and documentation as permitted by their maintenance contract
Maintain and improve the support case management software and database
Carry out on-site installations and provide customer training
Participation in the 24 x 7 telephone support rota is required when judged able to do so
Databases, specifically Oracle, Sql Server, Informix, DB2
Programming in Java or C
Cryptographic APIs such as PKCS#11, JCE, CNG
PKI and Windows PKI related products
OpenSSL
Previously worked in a Technical Helpdesk and or Desktop support role
You should have strong interpersonal skills and the ability to communicate at all levels in the spoken and written word
Self-motivation, the flexibillity to work outside core hours and the ability to work under pressure are vital
Functional use of MS Office; Outlook, Word, Excel, PowerPoint and the ability to learn and utilise support tools and databases

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Technical Support Engineer Resume Examples & Samples

Software development experience in at least two of Java, C#, PHP, C++, Ruby, Python, and Perl
Experience with XML, SOAP, REST, and web services
Experience in technical customer support
Experience using Amazon Web Services
Experience with Selling on Amazon
Works well in a fast-moving team environment and is able to juggle many tasks and projects

156

Technical Support Engineer Resume Examples & Samples

Deep understanding of Seller business and investigative tool and processes
Ability to perform deep dives and write up for complex and sensitive escalations to numerous internal stakeholders
Strong analytical skillset
Prior Investigation and Escalations experience
Self-disciplined, diligent, proactive, and detail-oriented
Proven ability to make decisions in a timely manner with incomplete or ambiguous information
Ability to make operate at both a granular and macro level
Excellent team player capable of learning and sharing knowledge in a global team environment
Knowledgeable with SQL
Familiarity with web services
Understanding of ecommerce SAS ecosystem

157

Technical Support Engineer Resume Examples & Samples

Must have 4 years at college level in degree program or equivalent experience working with McKesson applications or software of a similar architecture
4 years experience in customer service and technical support
Good communication skills & excellent problem solving skills
Working knowledge of DOS, Windows XP/7/8/10, Pervasive, SQL, remote support software and networks
Must have advanced knowledge of relational databases – Oracle or MS SQL
Certification in at least one of the preferred expertise areas: Networks including Windows Server operating systems, (Unix/Linux a plus)
McKesson Interfaces and optional modules (DOS & Windows)
McKesson Applications, ANSOS/One-Staff, McKesson time and Attendance, eShift and their respective modules
Thin Client in either Citrix XenApp and Windows Terminal Services
Web servers (Apache) PC's, Printers, Modems, WebEx, SAP/CRM
Experience with JBOSS
Website Administration/Internet programming Previous call center experience, advanced technical skills in troubleshooting application software, networks and operating systems are preferred
Fluency in French or Spanish a plus

158

Technical Support Engineer Resume Examples & Samples

Resolve customer problems via the telephone, e-mail, and remote access
Research customer issues in a timely manner and provide recommendations and action plans to resolve the issue they are experiencing
Create knowledgebase articles to capture new learning for reuse throughout the center
Take a lead role in an identified specialization, which includes presenting technical training or topics to the rest of the support group to cultivate that expertise
Identify hardware and software defect trends from field escalations
The types of tasks this individual is responsible are a mix of structured and unstructured tasks

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Technical Support Engineer Resume Examples & Samples

Resolve Warranty, Major Account, Government, and SupportEdge Premium and Standard customer problems via the telephone, the web or AutoSupport
Research customer issues in a timely manner and follow up directly with customers on recommendations and action plans
Collaborate with other Technical Support Engineers who may need assistance working a case; utilize your area of expertise to help them in order to most quickly facilitate solutions for customers
Create new knowledge base articles to share information for reuse throughout the Technical Support Center
Share best practices with Technical Support Center staff and learn about new technologies and complimentary storage applications
Focus on an area of technical specialization and attend classes, complete lab projects, read and work with other Technical Support Engineers on cases that will help cultivate that expertise
Drive resolutions of customer issues in technically complex or high business impacting situations, while providing professional technical expertise

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Technical Support Engineer Resume Examples & Samples

Basic knowledge on DNS, Active Directory, Forward Lookup, Reverse Lookup
Use of tools like PING, TELNET, PROCMON, Process Explorer, NetMon (very basic), TRACERT
Basic knowledge in Networking i.e. IP Address, TCP/IP Protocols, OSI Model, Subneting
Basic understanding of Circular Logging
Understanding of DAG (Database Availability Groups) in Exchange
Should be familiar with various Exchange related Writers and how to check their status (VSSADMIN LIST WRITERS)

161

Technical Support Engineer Resume Examples & Samples

More than three year’s implementation, support, consulting or development experience (or equivalent) in enterprise business application
Ability and attitude to assist junior members of the team in training on new products and technologies is highly desired
Excellent communication skills. Able to communicate very well both technically and functionally in highly escalated situations. Able to produce audience appropriate communication with executives, support personnel, and customer personnel in tense, escalated situations
Detail Oriented (Process orientation preferred)
It is a plus to have functional and technical knowledge of more than one modules in any of the following Oracle Supply Chain Application Suites - Oracle EBusiness Suite; Peoplesoft Enterprise SCM; JD Edwards EnterpriseOne; Siebel
Proficiency in SQL

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Technical Support Engineer Resume Examples & Samples

2+ years experience in Customer Management
Experience in using the E-Business suite functionally or technically
Spanish speaking is REQUIRED, Portuguese as secondary

163

Technical Support Engineer Resume Examples & Samples

Ensure customers are satisfied with RightNow products and services by providing Radical Customer Care
Maintain high customer satisfaction results on individual agent surveys
Advise clients of RightNow best practices
Encourage customers to maintain release on most current product version
Work with Cloud Operations, Professional Services, Sales and Development groups to meet customer needs
Exposure to software development, debugging, documentation, and troubleshooting
Strong logic, reasoning, and math skills
PHP skills
Ability to anticipate and gather requirements
Good understanding of HTML, Web Design and internet security
XML understanding and experience
Experience with CRM, SFA, MA or Customers Service applications a plus
English is required (written and spoken), Spanish/Portuguese/Japanese a plus

164

Technical Support Engineer Resume Examples & Samples

Support the full product range of Water Mist Solutions
Provide Design Services and Engineering of typical system solutions
Provide advice and support projects by applying Tyco solutions according international codes & standards (such as NFPA, FM, EN, VdS)

165

Technical Support Engineer Resume Examples & Samples

Position is for 2nd Shift (1pm-12am Sun-Wed)
Strong interpersonal skills including excellent team oriented skills
Telecommunications experience
Tape libraries and tape drives from StorageTek, IBM, HP, Quantum, ADIC,
Storage transport technologies e.g. fibre channel, scsi, escon, ficon, serial attached scsi (SAS)
SAN switches and fibre channel HBAs and drivers
Operating systems (MVS, zOS, OS/400, Windows, HPUX, Linux, Solaris, etc)
Tape software applications including Symantec Netbackup and BackupExec, Tivoli TSM, EMC Enterprise Backup, HP Dataprotector, Oracle HSM, OSB
Mainframe software including MF SW zOS, MVS,VM, HSC, EXLM,EXPR,VTCS familiarity
Networking skills including in depth TCP/IP knowledge, switches, routers
Virtual tape technologies such as Oracle's VTL, VSM, or other mainframe virtual tape
Excellent technical troubleshooting skills at ALL layers of the OSI model

166

Technical Support Engineer Resume Examples & Samples

Ideal candidates would need to possess the following
Associated degree or equivalent work experience
15% travel required within North America and Locally between Data Centers
Fiber optic and copper cabling installation/testing/troubleshooting
Industry standard certifications. (CompTIA, etc.)
Previous Data Center experience
Associates/Bachelor’s degree in related Computer Science/Engineering field
Network switch configurations and troubleshooting
Understanding of server operating systems, Linux based troubleshooting such as firmware flashes, and bios configurations
Moving racks around (like an old two door refrigerator). Be able to lift 50 lbs
Not for someone who likes to sit at a desk
This is physically moving the data center racks
Working with 2-3 people, has to be able to mesh well with the team
Looking for people who are team players.Search Jobs US

167

Technical Support Engineer Resume Examples & Samples

Act as the direct contact for customer inquiries from Japan via phone and web
Analyze software problems and recommend corrective actions and resolutions to customers
Use professional concepts and apply company policies and procedures to resolve a variety of issues
Collaborate with global support engineers to resolve customer issues
Work with all levels of support engineers in other regions on global projects and assignments
Deliver an exceptional customer service experience
Be on call and perform night and weekend shift duties on a rotational schedule as needed
Good understanding of GNU/Linux and J2EE
Fluent Japanese language skills, both written and verbal
Business English language communication skills, both written and verbal
A strong understanding of how to leverage our unique middleware applications (i.e. Red Hat JBoss Fuse, JBoss A-MQ)
Knowledge of software development methodologies, object-oriented design, and development principles including enterprise design patterns
Experience with Apache ActiveMQ, Apache Camel, or Apache Karaf is a plus
Bachelor's degree or higher in computer science or a relate technical field

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Technical Support Engineer Resume Examples & Samples

Knowledge of Openshift, Docker, Kubernetes, or other container tools
Familiarity with Infrastructure-as-a-Service (IaaS) environments (public and private cloud), e.g. OpenStack, Azure, or AWS
Experience with NodeJS, Ruby (web frameworks) Python (web frameworks), or .NET Framework is a plus

169

Technical Support Engineer Resume Examples & Samples

One year prior working experience with Oracle products (or at least two years related experience without Oracle products)
Experience with the Flash Storage FS-1 hardware technologies inclusive of troubleshooting, diagnosis and service delivery coordination
Language Skills: Brazilian Portuguese and Spanish

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Technical Support Engineer Resume Examples & Samples

Providing post-sales, Hardware support or facilitating resolution mediating between Oracle Technical Support teams and the customer in a timely manner as applicable
When necessary, escalating calls to the appropriate level of support with complete and accurate information
Displaying and maintaining a high level of professional behavior at all times
Assisting to ensure Customer Satisfaction goals are met
Documenting resolutions to assist with possible future problem resolution
Effectively prioritizing workload and managing list of outstanding customer queries
Acting as a technical resource to peers as needed to help resolve customer problems for your area of expertise
Communicating confidently with Sustaining and Product Development Engineers in matters relating to the SPARC Team and customers
Should be ready to work in shifts or be capable of occasionally serving "24x7 on-call”
Experience, knowledge and HW troubleshooting skills with Sparc (Sun legacy or Oracle Sparc) running various versions of Solaris operating systems
Ability to participate in 24x7 on-call rotation

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Technical Support Engineer Resume Examples & Samples

4 years experience with Core products or five years experience with Applications products
Knowledge of RAID storage concepts and protocols (iSCSI, SCSI, FC)
Windows, LINUX, and AIX knowledge is beneficial
Technical degree - BS Computer Science/Management Information Systems/Science/ Engineering/Math/Physics/Chemistry with a OR (for Applications) proven professional/ technical experience, i.e., demonstrating an understanding of Applications at a functional and technical level (preferably Oracle)

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Technical Support Engineer Resume Examples & Samples

LAN/WAN data networking protocols, quality of service including IP QoS, End-to-End QoS, MPLS, and DiffServ
IP Telephony architectures IMS, VoLTE and VoIP protocols including SIP, H.323, MGCP, or RTP/RTCP. IP Telephony products from Cisco, Juniper, Ericsson, ALU, ACME, Oracle, and Tekelec
Carrier class networking and telephony environments - emphasis on next-gen IP services. VoIP testing and troubleshooting

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Technical Support Engineer Resume Examples & Samples

Bachelor of Engineering - Electrical or Electronics specialization
Experience within a similar programming role
Experience working with Inncom products preferred
Experience within the hospitality industry
Training and presentation skills
Detailed problem solving skills
Ability to effectively manage multiple priorities to achieve results, sometimes with little direct supervision
Team building and strong interpersonal skills
Ability to work independently with remote directions
Free to travel within the region

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Technical Support Engineer Resume Examples & Samples

Fortinet’s Product bug management and escalation to engineering team
Provide technical consultation to Level-1 engineer
Keep improving technical knowledge updating latest network/security technology and protocols
Knowledge, idea and experience sharing within the team
Bachelor's Degree in Computer Science, Networking, Engineering or related field
Understand 7 OSI layer fundamental in detail
Good communication and written skills in English

175

Technical Support Engineer Resume Examples & Samples

Provide remote technical support over ticket/call to our customers globally
Analysis of support requests; completion of requests for information and documentation
Customer education (gaps in networking, product knowledge etc.)
Consultation of technical documentation, bulletins and release notes for known problem
Follow up technical cases, escalate, and manage the right expectation until the closure of the cases
At least 3-5 years experience in a technical support role in a networking/security company
Experience with security products firewalls, IPSec, IDS/IPS, Anti Spam, virus scanning
Working knowledge of Windows, UNIX or Linux

176

Technical Support Engineer Resume Examples & Samples

Work closely and provide direct technical email and phone support to our customers in the America’s Region (Canada, US, Central and South America)
Customer education (gaps in networking, product knowledge etc
Provide knowledge transfer to peer engineers and advisory to junior engineers
At least 6-8 years of experience in a technical support role in a networking/security company
Strong understanding of TCP/IP, routing protocols, L2/L3 switches Experience with security products firewalls, IPSec, SSL, IPS, Anti-Spam, virus scanning, authentication protocols
Deep working knowledge of Windows, UNIX or Linux

177

Technical Support Engineer Resume Examples & Samples

Providing technical support and assistance to Fortinet certified partners and customers
Running real-time troubleshooting sessions with partners/customers
Testing and reproducing partner/customer issues in Laboratory
Working on escalations from Level 1 technical support team
Reporting Software/Hardware related issues to R&D department

178

Technical Support Engineer Resume Examples & Samples

Work closely and provide direct technical email and phone support to our customers globally
Provide knowledge transfer to peer engineers
At least 8-10 years experience in a technical support role in a networking/security company

179

Technical Support Engineer Resume Examples & Samples

Highly developed sense of integrity and commitment to customer satisfaction
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
Proficient in Windows Command lines, scripting structure and syntax
Fluent in German (reading, writing, and speaking)

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Technical Support Engineer Resume Examples & Samples

Provide telephone and remote technical support on products to meet our customers’ expectations for quality technical support
Troubleshoot incidents in order to restore service for a customer within defined SLAs
Troubleshoot logged faults in order to accurately isolate to component level and reduce unnecessary costs associated with providing parts/engineer to site
Participate in the delivery of other managed services, this may involve tasks such as change implementation, change validation, problem or release management
Manage communication and call logging with vendors or 3rd parties where necessary in order to resolve issues
Monitor progress against customer SLAs using GSOA systems to ensure customer service levels are achieved
Build solid working relationships with key customers and act as a designated engineer with the GSC for those customers
Ensuring accuracy and detail in SR Work History for handover and post incident escalations / reviews
Highlight errors/discrepancies in the customer data (CRM + Documentation)
Maintain and develop skills/certifications as required to support Clients
Work according to the prescribed processes and procedures. Any deviation from the agreed service levels must be agreed with the customer and documented in the appropriate SR
Document and share appropriate knowledge within the GSC to reduce duplication and increase productivity
Comprehensive experience (3+ years) working in a managed service or support environment. With at least three years experience working on a range of security products
Experience with some of the following is required Cisco and Checkpoint (R60/R65/R70) firewalls, Cisco VPN/IPS appliances and Bluecoat SG/AV proxy servers
A strong understanding of security concepts, standards and protocols is required, an in-depth understanding of routing and switching as well as a real-world understanding of the Internet it's technical workings and associated security risks essential
Additional experience with security products from the following vendors is desirable, Cisco, IronPort, Bluecoat, Fortinet, McAfee, Checkpoint, Nokia, Juniper (Netscreen) and RSA
A minimum of CCSP or equivalent level certification required (or demonstrable progress towards this level of accreditation)
Additional vendor certifications and industry security certification such as CISSP desirable
Good communication and documentation skills required

181

Technical Support Engineer Resume Examples & Samples

Serve as technical expert for all Centrify Server Suite products
Participate in after-hours on-call support as needed
Resolve customer escalations and drive process/policy improvements through root cause analysis
Build strong relationships with partner teams: engineering, technical operations, product management, and quality assurance
Work closely with Sales Engineers & Consultants to ensure successful customer software deployments
Familiarity with CRM tools specifically Salesforce.com

182

Technical Support Engineer Resume Examples & Samples

Provide technical troubleshooting and issue resolution for Hardware, Software, & Configuration of the Emergency Callworks platform
Provide after hours on-call support via rotation
Responsible for handling of both customer support and technical support questions from Emergency Callworks' users
Responsible for creating, updating, managing, and closing support tickets, as well as handling escalations to engineering
Responsible for troubleshooting a wide range of technical issues from front end gui issues to server side application, database, or system issues
Responsible for creating and maintaining strong customer relationships
Responsible for building and configuring new systems, as well as assisting during the install process
Responsible for deploying and managing software upgrades
5+ years of IT infrastructure support experience
Strong teamwork, interpersonal communication, and problem solving skills
Capable of working in a fast-paced & dynamic environment
Ability to handle stressful situations & troubleshoot critical issues while updating Customer and Motorola Management
Ability to represent Motorola in a professional manner while on conference calls with Customers
From Dispatchers/Law Enforcement personnel to Chief Technology Officers (CTO's)
Ability to thoroughly document all issues & provide Management escalations (internal & external)
Ability to write & review technical documentation
Including whitepaper's, method of procedure's (MOP's), alerts, and bulletins for publication to Customer's
Ability to work with Development Engineer's, 3rd Party Vendors, & Motorola Field Engineer's for escalation & issue resolution
Strong understanding, working knowledge, & previous experience with Linux, Analog and Digital Telephony, Networking, and both Hardware and Software Technical Support
5+ years of IT infrastructure support experienceWant to create a job search agent? Send this job to a friend

183

Technical Support Engineer Resume Examples & Samples

Investigates, diagnoses and resolves escalated production support issues within their specific product domain
Leverages technical tools in order to troubleshoot and identify issue root causes
Assists with delivering product training to teams directly interfacing with Clients
Provides technical resolution details in incident reports to enable client feedback and updates
Provides key stakeholder input (as a service owner) as it relates to serviceability of products
Technical skills including SQL, C#, log analysis, networking, proc dumps are a plus

184

Technical Support Engineer Resume Examples & Samples

1 or more years experience in and a track record in technical support or in a customer facing role working with enterprise software
At least 2 years experience in Linux command line and/or system administration
At least 1 year experience in Node.js
At least 1 year experience in JavaScript and other programming or scripting languages

185

Technical Support Engineer Resume Examples & Samples

Ensure customers can get maximum value from and easily use our products and subscriptions
Support customers by responding within the designated SLA to incoming calls, chat, and web-based inquiries
Linux-specific or relevant product administration experience, e.g. installation methods, networking, firewall, security, clustering, web servers, and databases
Scripting or programming experience in languages like Bash, C, Perl, Python, Java, or Ruby
Demonstrated first-rate customer service or prior technical support experience; desire to go above and beyond in assisting customers
Outstanding written and verbal English communication skills; fluency in an additional language, especially Spanish, is a plus
Prior Red Hat product certification, e.g. Red Hat Certified Engineer (RHCE) or other relevant certifications is a plus, as you'll need to be certified within 180 days of your start date

186

Technical Support Engineer Resume Examples & Samples

Successful resolution of customer issues (On time, without escalation, specified quality parameters and with utmost CSAT)
Contribution to the development of service delivery
Bachelor's degree in Engineering/equivalent with 5-7 years’ overall industry experience
Good understanding and experience in Voice and Video technologies
Excellent understanding for various voice and video protocols like Sip, H323, MGCP etc
Prior experience in capturing the sniffer traces and identifying the issue from the logs and sniffer results
Good understating for Various Microsoft produces (Exchange, LDAP, AD, Lync, OCS, Skype for business etc.) and IBM products link
Ability/prior experience to analyze complex logs
Proven track record in Voice, Video and Networking with remote trouble shooting experience
Fluency in Japanese & English (both spoken and written)

187

Technical Support Engineer Resume Examples & Samples

Minimum 2 years of relevant experience and a Bachelor’s degree {add Degree info here} or its equivalent
Minimum 2 years of experience in technical support, engineering, IT, project management or consulting
Minimum 2 years of experience with Internet technologies such as DNS, TCP/IP, HTTP/HTTPS and web servers, or relevant course work
Knowledge of web programming (HTML, javascript, ASP, JSP)
Problem solving ability, creativity to "think-outside-the-box", proven track record in proposing and implementing new solutions for customers
Self-motivated, directed and passionate about what you do. Strives for results

188

Technical Support Engineer Resume Examples & Samples

Layer 2
Layer 2 Network Fundamentals
Layer 3 network fundamentals including IPV4 and IPV6
Detailed understanding of L3 Routing and routing protocols BGP,OSPF
Exposure to MPLS an VPLS architectures
Strong fault localization and troubleshooting Skills
Associate's Degree in related field; or equivalent combination of education and experience
Experience working in a wide range of Operating platforms (IOS, IOS XR, Adtran OS, Hatteras, ATI )
Understanding of network security, encryption protocols, IPsec VPN
Industry certifications such as Cisco CCNA, CCNP and Comitial CTP, and Microsoft MCSE
Detailed understand of Layer 1,2 and 3 and the interworking between the layers
Demonstrated professional customer-facing communication skills
Technical knowledge of VoIP protocols, SIP signaling, network QOS, IP routing, Ethernet switching (including 802.11q, 802.11p, 802.3af)
Experience with hosted and cloud based applications and services
Experience with network monitoring, management and troubleshooting with various tools such as Packet Sniffer utilities, Brickworks, Met switch SAS, MSS, ICC, Service Now, and Sales Force
Proficiency in Microsoft Office Suite, to include Visio and Project
Ability to work on-call and weekend hours as required
Desire exposer to programing / scripting with some level of interaction with relational databases
Desire exposure to SNMP and XML as they apply to device management

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Technical Support Engineer Resume Examples & Samples

Understanding of Networking fundamentals, Windows Operating System, Storage technologies, Server and workstation hardware
Strong customer service skills and ability to interact effectively with varying audiences
Highly developed organization skills and an ability to multitask in a fast-paced environment
Troubleshooting skills and the ability to analyze complex hardware and software problems using standardized procedures
Ability to work on a rotating shift schedule to provide team coverage over the hours of 5:00am to 6:00pm PST
Ability to provide on-call pager support that is scheduled on a rotating basis with intervals of 8-10 weeks between shifts
Travel, on occasion, to customer sites to participate in system upgrades and provide on-site support

190

Technical Support Engineer Resume Examples & Samples

Develop alert protocols for a timely response to energy capacity, hardware, and communications issues
Develop Service Level Objectives for the storage device group
Train and dispatch technicians to address problematic devices
Track and analyze performance relative to performance guarantee and warranty obligations
Identify software related improvements and interfacing with vendors for product improvements
Track and report on failure rates, maintenance work orders, and site visits
Track and report on costs associated with maintenance
Review O&M responsibilities for new sales contracts
Bachelor’s degree in Electrical Engineering or Business Administration
3+ years of experience in a relevant field
Understanding of TCP/IP and wireless networking a plus
Experience working in a customer support role
Experience working with energy storage and PV systems
Experience with subcontractor management and contract enforcement
Experience managing service technicians
Proficiency in Microsoft Office applications with a focus on Excel
Ability to positively and effectively interact with internal and external customers

191

Technical Support Engineer Resume Examples & Samples

Collection and initial analysis mof packet trace information
Provide Customer education where needed due to gaps in networking, product knowledge etc…
Consultation of technical documentation, bulletins and release notes for known problems
Manage customer communications and expectations until the closure of each case; conduct and lead customer management meetings regarding escalation
At least 3+ years experience in a technical support role in a networking/security company or equivalent education
Strong Spanish or Portuguese skills, both written and verbal

192

Technical Support Engineer Resume Examples & Samples

Act as the direct contact for customer inquiries via phone and web
Good understanding of Linux and UNIX
Good English language communication skills, both written and verbal
Demonstrated understanding of operating system installation, configuration, networking, security and firewalls, and web server
Experience with enterprise storage solutions (SAN, NAS, and clustering) or virtualization is a plus

193

Technical Support Engineer Resume Examples & Samples

Provide World Class Merchant Support and Service to our customer base via inbound phone calls, e-mail, and eTickets
Respond to incoming customer requests quickly, proficiently and professionally while meeting specific quality expectations
Create, edit, and manage merchant cases using an internal ticketing system (Siebel)
Evaluate the nature of each call and determine the appropriate action to resolve the issue
Adhere to established CSS procedures and guidelines while providing quality customer service in order to meet and exceed department standards
3+ years of customer service experience
2+ years of Technical Helpdesk/Call Center experience highly preferred
Exceptional attitude and communication skills (verbal and written)
Bachelor Degree is strongly preferred
Knowledge of multiple programming/scripting languages. (Java, C/C++, Perl, PHP, etc.)
Knowledge of Network protocols, infrastructure, and topologies
Must have strong troubleshooting skills, a passion for problem solving

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Technical Support Engineer Resume Examples & Samples

Use good judgement when selecting methods and techniques to obtain solutions
Familiarity with Docker, Kubernetes, Open vSwitch, JBoss, Tomcat, NodeJS, Ruby (web frameworks), Python (web frameworks), Azure, and .NET
Knowledge of AWS or CloudFoundry is a plus

195

Technical Support Engineer Resume Examples & Samples

Analyze and resolve complex customer problems within core Linux kernel
Analyze upstream development against current customer reported defects and develop or backport patches to resolve them
Use available tools such as crash and systemtap to investigate and troubleshoot technical issues
Record customer interactions to include investigation, troubleshooting, and the resolution of issues
Demonstrate considerable judgement in selecting methods and techniques for obtaining solutions
5+ years experience as a support, sustaining, or development engineer, or other directly related experience in an enterprise environment
Outstanding understanding of Linux tools, with emphasis on gcc, binutils, git, crash, and systemtap
Understanding of compilers and other packages included in a Linux distribution
Linux operating system installation, configuration, upgrades, and maintenance experience is a plus
Solid understanding of run-time environment implementation
Good knowledge of computer architecture and hardware ABI’s for x86-64 and i386; ppc and z-series is a plus
Solid development-level experience with C and Assembly, and familiarity with writing patches
Experience with Linux kernel internals and writing scripts using Bash, Python, or Perl to troubleshoot and correct Linux issues
Bachelor's degree or higher in computer science or other technical discipline or equivalent work experience

196

Technical Support Engineer Resume Examples & Samples

Basic troubleshooting on the full range of Fortinet products Collection, analysis and change recommendations of configuration information Collection and analysis of customer network information
2+ years experience in a technical support role in a networking/security company or equivalent education
OSPF knowledge and reasonable understanding of BGP function
Knowledge of redundancy schemes and alternate routing; test knowledge of routing scenarios
Strong troubleshooting and problem solving skills Deep working knowledge of Windows, UNIX or Linux

197

Technical Support Engineer Resume Examples & Samples

Prepare and review test plans, procedures and test reports
Support lab lead with test activities
Install and remove of equipment sheets
Monitor system baseline control of labs
Plan and coordinate test activities with SSDS Lab Manager
Prepare general audit of the labs and provide SSDS Facilities and Security support
Support the lab with IPT/CPT/PICC related duties
Track software, hardware, maintenance and reconfiguration logs
Generate various technical reports
Travel to customer and specific integration locations as required
2 years of experience creating test plans, procedures, and templates
Experience working with technical documentation and preparing technical reports
Experience working with ClearQuest Database, Adobe Acrobat and Microsoft products; Excel, Power Point and Word
Experience using Information Technology systems
Active DOD secret clearance or obtain within 30 days from date of hire
Experience with Ship Self Defense System (SSDS) system reporting
Working knowledge of MS Office, Standard Bidding Tool (SBT)
Six Sigma or other process improvement methodologies
Excellent verbal and written communication, and analysis of technical documentation
Strong coordination and organization to facilitate diverse needs and responsibilities supporting lab activities

198

Technical Support Engineer Resume Examples & Samples

1-2 years of technical support experience in a Help Desk or customer support environment
1-2 years of experience working with Linux
1-2 years of experience support with Windows Operating Systems
1-2 years Database administration experience (PostgreSQL preferable)
1-2 years administrating Linux in these areas (patches, scripting, and network admin)
1-2 year working with TCP/IP networking
1-2 years WiFi setup and administration experience
1-2 years Firewall setup and administration experience
Excellent phone skills
Provides on call coverage as scheduled which may include, nights, weekends and holidays
Back –up to Help Desk Coordinator as needed
Good typing skills (30 WPM)
Ability to work with individually and team environment
Able to work flexible schedule, which may include after hour support, nights, weekends and holidays
In order to access our public safety customers back-end systems, must be able to pass an extensive background check, including fingerprinting check
1-2 years Linux
1-2 years TCP/IP

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Technical Support Engineer Resume Examples & Samples

Working knowledge on Windows, UNIX or Linux
Strong English and Spanish skills both written and verbal. Ability to speak Portuguese is a plus
Proven track as problem solver
Highly organized, multi-tasking skills required

200

Technical Support Engineer Resume Examples & Samples

Provide applications phone support to end-users, integrators, and distributors
Track/report support issues through a ticketing system
Frequently contribute to a resolution knowledge base repository
Record and document all issues related to customers both internal and external
Produce white papers for submission into the current knowledge base
Create product troubleshooting guides to assist support teams
Trouble-shoot/qualify cases before escalating issue
Bachelor's degree or equivalent experience in a technical area
Minimum of 2 + years of technical support experience
Understanding of Windows Remote Desktop Services - or similar, Installation, Configuration, and Licensing
Understanding of Windows Domains, Server Administration and User Profiles
Understanding of Firewalls, networks, switches and routers
A professional and customer service-oriented attitude with excellent voice communication
Ability to communicate at multiple levels with customers
Advanced verbal and writing skills
Knowledge of HMI and Industrial Application Software is beneficial
Ability to set priorities and be flexible in a fast-paced environment
Ability and willingness to learn multiple applications quickly

201

Technical Support Engineer Resume Examples & Samples

General responsibility in the installation, start-up, documentation, maintenance, modification and automation of site systems
Responsible for maintaining and enhancing automated systems
Evaluation of technical problems, problem solving and ensure the involvement of respective experts to address design weaknesses and find possible solutions
Prepare documents to include maintenance, quality, production, and other documents/reports as appropriate (service orders from internal projects, instrument updates, maintenance etc.)
Develop and understand configuration, integration and implementation of process control solutions
Contributes to the training methodology for all job oriented trainings
Provide 2nd Level Support (Hotline) for affiliates and regional service activities
Provide on-site support for local and regional service activities to ensure success in repairs, applications, modifications and first installs. Supports resolution of Customer Problems
Responsible for implementing knowledge transfer from manufacturing or R&D to provide comprehensive system knowledge to Trainers, Service Representatives and Global Staff
Contributes to the provision of Service Manuals (iSDOC) and service relevant information
Responsible for the creation of preliminary documentation and FAQs for launch preparation
Evaluates the need for Service Bulletins and writes, publishes and maintains Service Bulletins (Product Bulletins are out of scope)
Support activities during the Development process to ensure that Service needs are addressed

202

Technical Support Engineer Resume Examples & Samples

Provide expert post-sales support of software and hardware systems, sub-systems and/or applications for customers or field personnel utilizing telephone and remote diagnostic capabilities
Act as the subject matter expert for complex issues and be the internal representative in critical escalations
Independently work on problems of diverse scope (may include lab management , mentoring lower level engineers and project management)
Experience in Avaya Communication Manager (CM) is important, and Session Manager knowledge (ASM/SM) would be helpful
2 years of Unix/Linux Experience required
Availability to work nights and weekends
Strong technical knowledge in areas of; IP Networking; VoIP; TCP/IP; Linux (Redhat)
Oracle DB experience
Experience in providing remote support

203

Technical Support Engineer Resume Examples & Samples

Education: BS degree in Technical/Engineering discipline
Experience: Minimum 1-3 years of experience in a technical discipline
Knowledge & Experience must include
Mechanical and electromechanical system troubleshooting and diagnostics
Fastening and or material handling experience is highly recommended, but not absolutely required

204

Technical Support Engineer Resume Examples & Samples

At least 5 years of MS Exchange experience, at least three in Exchange 2010
At least three years of experience of PowerShell scripting is required as well
Experience in creating meaningful scripts to monitor perform and automate systems processes. This includes experience with Windows server system internals
Experience with Exchange 2016, O365 and Azure,OWA, Active Directory, DNS, Security Certificates, Mail routing/connectors, Mail Storage Databases, Spam/Phishing controls and techniques

205

Technical Support Engineer Resume Examples & Samples

The Technical Support Engineer identifies root causes for escalated issues from the customer service organization and provides and implements solutions for these issues as part of an overall production support team
In addition to developing Expertise across all TMD Kronos products at the functional and operational/technical level necessary for complex debugging, the TSE draws upon other sources of information (knowledge of programming languages and methodologies, source code, intranet developer forums, vendor solution bases, etc) to analyze the root cause of escalated issues
The TSE will propose action plans and timelines for resolution and will work directly with engineering in defining the technical requirements of a solution
The TSE as part of the overall support team is also responsible for all application level changes to the multi-tenant hosted environment. Duties may include applying patch or hotfix installations, database updates and adhoc database reports
Reviewing the results of the system monitoring on a daily basis and initiating actions on automated system alerts is also an integral responsibility of the position
Should be at least a graduate in Computer Science from reputed institute
Experience: 1-2 years
1-3 years experience in a technical support organization providing service to customers of a multi-tenant hosted Software as a Service offering
Strong SQL database query experience required, preferably with Oracle
Strong UNIX skills required
Prior experience supporting an enterprise level application based on Java utilizing Web Services is an advantage
Ability to provide phone and email support to customer contacts during hours when US support is not available
Good time management skills, ability to multi-task and adjust to changing priorities
Ability to communicate technical requirements to internal team members and external customers
Excellent spoken & written English skills

206

Technical Support Engineer Resume Examples & Samples

Assist in defining and documenting processes related to supporting the studio
Implement and standardize a monitoring program for desktop systems to provide a comprehensive view of the health of the environment
Respond to user requests for hardware and software issues
Route requests to appropriate teams or escalate to teams when required
Provide technical guidance to users across studio on new workflows or optimizing old ones
Act as SME for assigned internal applications and workflows
Oversee small to medium projects, providing status updates to upper management. Driving timely results
Capable of following and composing process and procedure documentation, training users in complex topics, and interacting positively with upper management and executive staff
Ability to learn new technologies quickly and with minimal guidance
Thrives on technical challenges and takes pride in solving them
Charismatic Personality
Basic knowledge of Python & API integration
3-5 years’ experience in a desktop support executive or production environment

207

Technical Support Engineer Resume Examples & Samples

Experience of XML, HTML and CSS
Ability to code and troubleshoot JavaScript/JQuery
Ability to code and troubleshoot C#
Ability to code and troubleshoot MSSQL
Experience with .NET technology stack
Effective communicator with good written and verbal skills
Have the ability to liaise with employees and suppliers on operational and tactical level
Be able to follow process but to remain flexible in achieving objectives
Self-motivated with a strong desire and drive to succeed
Strong organizational, analytical, and time management skills
Ability to work OOH and Weekends (Scheduled in Advance)
Willing to travel within the Netherlands where necessary

208

Technical Support Engineer Resume Examples & Samples

Engage with Enterprise Systems Administrators and Security Professionals to maintain and troubleshoot secure authentication solutions
Answer customer inquiries, both written and over the phone in a professional and empathetic manner, representing the company in a positive and proactive manner
Respond to phone, email, and web ticket customer issues in a timely, accurate and consistent manner
Provide troubleshooting assistance, problem replication / duplication and documentation to QA and product development to assist in root cause analysis and resolution of customer issues
Document all customer contacts and activities in the CRM system or as advised by management
Create knowledge base articles based on department guidelines to support customer self-help and call avoidance strategies
Maintain current knowledge of relevant emerging security technologies in the industry
Safeguarding Axway customer data through compliance with Axway policies and the appropriate use of Axway equipment and facilities
Excellent customer service skills and the ability to generate strong and lasting relationships with customers, partners, and peers
Ability to work effectively in a dynamic, virtual environment

209

Technical Support Engineer Resume Examples & Samples

Detailing Standard/Specials both systems (Oracle and OPS)
Error Correction (OPS and Oracle)
Order Entry ( OPS and LP)
Releasing Rep Holds
Processing Change Orders
Specials Holds Release
Warranty Orders and RGA Creation

210

Technical Support Engineer Resume Examples & Samples

Be a trusted advisor owning and solving customers' technical issues end to end
Provide proactive technical assistance to high-profile customers on the company products
Reproduce, troubleshoot and perform advanced problem analysis on diverse technical issues maintaining the company standard of quality
Escalate technical issues using the company methodologies and effectively interact with other teams globally to provide holistic solutions
Contribute to our knowledge base, publishing quality articles/videos to be used by customers and peers
Promote a positive team environment by assisting team members to enhance the professional development of everyone within the organization
Keep up to date with the ever evolving threat landscape and internet security
Maintain and expand working knowledge of current and beta (non-released) Trend Micro roducts as well as their integration and methods of support delivery
Must be available to support on-call on a periodic/rotational basis
Requires 3-5 years of complex troubleshooting and experience in a multi-protocol (TCP/IP) routed network environment including LANs/WANs, Active Directory, Network architecture, TCP/IP, IIS and firewalls
Requires 3-5 years knowledge in Microsoft Windows and/or Linux (RedHat, CentOS, etc.) Operating Systems
Passion for technology and solving complex technical issues
Ability to adapt to change in a fast paced environment
Excellent Collaboration skills
Solid multi-tasking and problem resolution experience
Ability to liaise effectively with customers onsite, online and via telephone
Demonstrated ability to present solutions to clients that are implemented successfully within the client environment
Ability to effectively conduct formal and informal training sessions or presentations
Excellent verbal and written communication, customer service including proactive phone engagement with customers, and negotiation skills
Customer Ownership - act as trusted advisor solving customer issues end to end
Demonstrated expertise in Account Management and/or Consulting with an ability to interface with a broad and diverse set of clients an advantage
Excellent level of English
French and German speaking engineers also needed

211

Technical Support Engineer Resume Examples & Samples

Performs all product repair and coordination related to network support; BGP activations/peering for client implementations
Project management/leads projects relative to new product implementation
Effectively contributes to the team by supporting, mentoring, training, and developing NIE I team members
Assists with new product definition
Delivers training and documentation to workforce after new product development
Documents implementation procedures and best practices for both internal usage and for knowledge sharing with other departments
Call queue coverage, network configuration, and second level escalation requests as required
Documents all work performed in a comprehensive ticketing system
Works very closely with internal customers from Training, Marketing, Service Delivery, Tier III and Engineering teams; coordinates with project management, voice and data vendors, and field service personnel to activate repair services
Tests circuits and coordinates necessary repair activity with the carrier
Provides the technical support necessary to accurately repair & design complex network solutions requiring multiple dynamic routing protocols such as OSPF, BGP, EIGRP, and RIP, high-end networking services including L2/3 VPN, MPLS, SIP, QoS, Metro and Carrier Ethernet, IPSEC, cloud voice & firewall services, and legacy TDM offerings
Accurately repairs & designs complex network solutions requiring multiple dynamic routing protocols such as OSPF, BGP, EIGRP, and RIP, high-end networking services including L2/3 VPN, MPLS, SIP, QoS, Metro and Carrier Ethernet, IPSEC, cloud voice & firewall services, and legacy TDM offerings
Provides technical assistance and support to other Service Management teams
Achieves and maintains on-going technical and product proficiency
Adheres to and recommends enhancements to standards, policies, and procedures to maintain support capabilities and team morale
Meets or exceeds stated quality, throughput, and customer satisfaction metrics and goals
Provides off-hour, on-call, and weekend coverage as required
Performs additional duties or projects as assigned
BGP

212

Technical Support Engineer Resume Examples & Samples

Provide 1st/2nd level end-user support
Ensure all tickets are updated with accurate and timely information
Perform desktop and laptop system image management and deployment
Build, deploy, and maintain end user equipment (desktops/laptops/printers/etc)
Install and configure end user software
Troubleshoot basic networking issues (physical/wireless)
Liaise with vendors and other IT personnel for issue escalation
Install/Remove data center equipment
Interface with other IT personnel for data center related issues
Manage and support the local telephony environment
Participate in various IT related projects both on-site/remote

213

Technical Support Engineer Resume Examples & Samples

Primary focus will be on Cyclotron, Synthesizer, Nuclear Medicine and PET/CT, then expand to other products in the future
Technical support to internal/external Customers
Working with global and Japan product teams to drive resolution of product issues
Working with global and Japan product teams to ensure that local services processes, tools, spare parts and trainings have been established prior to introducing new products to the market
Driving product quality, serviceability and reliability improvements
Deploying product trainings for internal/external Customers
Supporting field action (Recalls/FMIs) planning and deployment
Troubleshooting, gathering/analyzing data, creating technical documentation, and communicating effectively with both Japan and global teams for daily work activities
Minimum 5 years Cyclotron and Synthesizer products technical/application experience and has demonstrated ability and expertise to handle/resolve technical/application issues
Experience in handling and regulations regarding Nuclear Medicine and PET/CT radiation source
Fluent in Japanese and technical conversational/written English skills
Complete all planned Quality & Compliance training within the defined deadlines. Identify and report any and all Customer quality or compliance concerns immediately to the Quality Organization
Highly motivated and passionate team player
High vitality, enthusiasm and engagement to drive and facilitate team dynamics
Good analytical skills and ability to drive projects and work activities to completion
Proficient in Microsoft Office Suite, computer skills

214

Technical Support Engineer Resume Examples & Samples

Responding to customer inquiries, providing phone and on-site support to both customers and Field Service Engineers, to resolve complex technical problems and product issues
Performing physical installation of solutions including configuration, validation, and administrative instruction; Interfacing and configuring IT solutions across multiple modalities; Supporting BETA and first-of-kind (FOK) installations in the field
Managing all assigned escalations – taking a leadership role in the resolution of technical and product problems and communicating that plan to key team members. This may include onsite escalation management and operational reviews

215

Technical Support Engineer Resume Examples & Samples

Provides product specification information that the customer needs
Explains product specification and product features to customers
Recommends solution for industry standard compliant engineering specifications (standard product)

216

Technical Support Engineer Resume Examples & Samples

Learn and use groundbreaking technologies to build, rebuild, and ingest servers into EC2
Coordinate with other AWS teams to understand issues they are facing and provide support
Take ownership in driving towards resolution for customer issues
Leverage your extensive customer support experience to provide feedback to the engineering team and provide input (and potentially assistance) to develop tools to improve our customer's experience with our services
Outright own customer issues until a resolution is achieved
Experiencing reaching out to internal and external customers and working with those customers in a effective and efficient manner
Self-starter who is excited about technology
Strong customer focus
Programming / Scripting experience (Java, Perl, Ruby, C#, bash/shell, PHP, etc.)

217

Technical Support Engineer Resume Examples & Samples

Internal and external customer interface
Collaborating with back office functions including, but not limited to supply management, materials management, engineering, marketing, and FAST warehouse
Support North America Service Program customers in the planning, execution, coordination and control of contractual requirements for economical delivery of parts
Assist Sales, Marketing and Field Service with order solicitation and parts research
Receive, create, process and follow-up on Customer Quotation requests. This includes parts identification and providing parts lists to our customers
Interpreting engineering drawings and other technical documentations and creating filtered parts lists
Identify process improvement opportunities and work to enhance current ways of working based on observation and user feedback
Train and mentor junior members of the team
Technical Degree in Mechanical, Material, Industrial Engineering or related field or combination of education and related experience
2 - 5 years of experience
Knowledge of business, financial, and operational processes
Experience with Quality Improvement and Change management methodologies
Ability to interpret engineering drawings and other technical product documents
Experience with Microsoft Excel
General understanding of parts/materials
Knowledgeable about contract language
Well-developed communication skills (written & verbal) and ability to clearly and consistently express information to both a technical and non-technical audience
Ability to meet critical time-sensitive objectives with emphasis on planning and organizational skills
Self-driven and resourceful to achieve goals independently as well as work well in teams
Flexibility to adjust and thrive in an environment with changing requirements, schedules and priorities
Ability to socialize ideas, make recommendations and gather team consensus to move forward
Ownership mentality to ensure customer and team success
Prior experience in the Parts business, Field Technician experience, or direct product knowledge
Prior SAP Sales & Distribution Module experience
Prior experience with technical resources and ability to create filtered parts lists
Understanding business processes and change management
Knowledge of Supply Chain processes

218

Technical Support Engineer Resume Examples & Samples

Support Latin America Service Program customers in the planning, execution, coordination and control of contractual requirements for economical delivery of parts
Assist Sales and Marketing with order solicitation and parts research
Technical Degree in Mechanical or Material Engineering or related field or combination of education and related experience
Fully bilingual in English/Spanish (technical Spanish required)
Prior International experience

219

Technical Support Engineer Resume Examples & Samples

Provide a highly detailed level of technical assistance to ensure that our customers get the most out of Red Hat JBoss Middleware
Offer developer-to-developer assistance for the JBoss Enterprise Middleware Suite
Work alongside in-house developers, write new code, fix and improve code, provide highly technical solutions, and contribute to JBoss and open source software communities
Act as the technical point person for a technology of your choosing within the JBoss Product Suite
Deep experience with one or several JEE or App Server technologies such as JMS, Web Services, Servlets, JSP, JDBC, Hibernate, sturts, teiid, metametrix, arquillian, drools, rich faces, Tomcat, or Datasources
Hands-on experience with application server technologies (JBoss, WebSphere, or WebLogic)
A solid understanding of Java Programming API's & popular Java frameworks is preferred
Dependable troubleshooting and debugging skills and a passion for problem solving and investigation
An ability and willingness to learn new open source middleware technologies
Very clear and effective English communications skills, written and verbal

220

Technical Support Engineer Resume Examples & Samples

Use available tools to investigate and troubleshoot technical issues
Manage workload to ensure that all customer issues are quickly handled and resolved
5+ years experience as a support, sustaining, or development engineer or other directly related experience in an enterprise environment
Linux operating system installation, configuration, upgrades, and maintenance experience
General understanding of all base packages included in the Red Hat Enterprise Linux (RHEL) distribution, security mechanisms like SELinux and iptables ,and authentication mechanisms including local files, NIS, LDAP, and Kerberos
Solid development-level experience with C, and familiarity with developing and applying patches
Familiarity with development tools including the gdb debugger and revision control software (CVS, Subversion, and Git)
Experience writing scripts using Bash, Python, or Perl to troubleshoot and correct Linux issues

221

Technical Support Engineer Resume Examples & Samples

Resolve customer issues from initial contact to ensure customer satisfaction
Resolve complex, critical, and sensitive support issues
Act as the technical point person for a technology of your choosing within Red Hat JBoss Middleware
Manage assigned product(s), and component(s) by prioritizing open issues for development
Hands-on experience on Apache Webservers 2.2.x/2.4.x and Tomcat 5.x/6.x/7.x./8.x
Exposure on Apache httpd as reverse proxy and certificates generation for SSL configuration
Good knowledge of cluster, failover, and load-balancing modules like mod_proxy, mod_jk with ISAPI redirector with IIS Webserver
Experience with application servers like JBoss, Weblogic, Websphere, Apache Geronimo, Glassfish and web servers like Apache httpd, Oracle iPlanet, Oracle http server, IBM http server, NGINX, lighttpd
Knowledge of HTTP 1.0/1.1 protocol and HTTP methods, HTTP error codes and understanding of TCP protocol
Experience with the Linux or UNIX operating system; any Oracle, Red Hat, or SUSE Linux certification is an advantage
Experience in core Java, JSP, or servlet programming skills
Knowledge of mod_cluster and other modules of httpd is an advantage
Fundamental understanding SSL/TLS encryption and SSLv2/v3, TLSv1/v1.1/v1.2 protocol is a plus
Knowledge of Red Hat JBoss Enterprise Application Platform is beneficial
Understanding of tcp dump analysis, C or C++ programming skills, and PHP programming skills are a plus

222

Technical Support Engineer Resume Examples & Samples

Bachelors degree from a four year university and 5 years of experience in a customer centered role
Database technologies: Microsoft SQL Server / T-SQL Procedures; Oracle / PL/SQL procedures
Must have excellent diagnostic, debugging, troubleshooting skills
Degree in computer science, information systems, software engineering or related field
Tools/Utilities: Microsoft, Outlook, SalesForce, VersionOne, WebEx., and adequate knowledge on one or more ABB products functionality

223

Technical Support Engineer Resume Examples & Samples

Provide phone, email and chat technical support to VARs and end customers
Be prompted on assigned cases by taking ownership and identify, isolate, troubleshoot until they are resolved
Formulate clear fault analysis and technical action plans for highly escalated issues
Develop a customer network environment and reproduce customers’ technical problems utilizing customer support lab
Escalate specific problems, product defects and feature enhancements to sustaining engineering and other cross functional teams using JIRA with clear description, required debug logs, PCAP and data
Required to update assigned SFDC cases with all activities including actions taken, KCS search/linking, next steps, logs, data collection and clear resolutions
Develop KB articles collaborating with an assigned coach
Provide updates to customers, internal support management and other cross functional teams on a highly escalated case
Must have strong case management skills in driving up case closure rate and customer satisfaction
A Bachelor’s degree in Computer Science, Engineering or related technical discipline
Minimum of 4 - 5 years professional experiences in administering, configuring, supporting, troubleshooting and debugging LAN/WAN/WLAN
WLAN protocols, security, WiFi Hotspot, encryption, RADIUS, AAA, SSL, EAP, PSK, etc
Working experience with 802.11a/b/g/n standards and knowledge of 802.11x protocols
Strong Linux and Windows server administration and configuration experience with working knowledge of HTML, Python, PuTTY and SSH
Ability to use protocol analyzers tools such as OmniPeek and Wireshark
Solid understanding of TCP/IP OSI model, STP, IGMP, and Routing (Layer 2&3)
Clear understanding on how to troubleshoot RF transmissions & antenna behavior issues
The following Certifications would be a plus: CCNA, CWNA

224

Technical Support Engineer Resume Examples & Samples

Assists with calls from other support staff involving difficult or complex technical problems
Assists in maintaining client satisfaction of difficult or complex sites or sites with recurring problems
Documents time spent assisting on calls and ensures documentation is clearly readable, concise and accurate in accordance with established procedures
Informs management when resolutions will require additional resources and time
Documents recurring, difficult or complex problems and recommends ways to correct and prevent them
Works without supervision to resolve complex complete special assignments
May occasionally travel to sites
Interfaces with other vendors as required to resolve complex issues
Must have 2 years at college level in degree program or equivalent experience working with McKesson applications or software of a similar architecture
Must have 2 years experience in customer service and technical support
Must have good communication skills & excellent problem solving skills
Must have working knowledge of DOS, Windows XP/7/8/10, Pervasive, SQL, remote support software and networks
Must have knowledge of relational databases – Oracle or MS SQL
Must have a certification in at least one of the preferred expertise areas

225

Technical Support Engineer Resume Examples & Samples

Experience with database related technology and administration (Postgres, SQL Server, Oracle, DB2, etc)
Experience with Cassandra, Java Runtime Environments, vAPP Configurations, REST API
Experience with SSL
78699BR

226

Technical Support Engineer Resume Examples & Samples

Working knowledge of backup software (EMC Networker, VERITAS, NetBackup, Tivoli Storage Manager, Backup Exec)
Good interpersonal communication and customer service skills are needed in order to work successfully with customers in high stress and or ambiguous situations
78900BR

227

Technical Support Engineer Resume Examples & Samples

Bachelor/Master degree in Engineering with several years of experience in an engineering, application, or field service role)
Experience analyzing technical issues
Willingness and ability to work a flexible schedule
Fluent German skills
Know-How to coach and mentor others
Versatile oral and written communication skills
Experience adapting quickly to change and working successfully in an evolving and culturally diverse environment

228

Technical Support Engineer Resume Examples & Samples

Must have at least 2+ years experience with Macintosh and Windows operating systems and hardware in a computer support related setting; experience working in a networked environment
Must have Mac, Windows and networking skills
Must have related work experience supporting various desktop applications (MS Office, Outlook/Exchange, and IE)
BA/BS degree or equivalent preferred
Broad software application skills desired. Demonstrated ability to master new software applications and technologies
Works to meet the goals of HUIT with enthusiasm and a spirit of cooperation
Physical Demands: Continuous walking, standing, sitting, and manual dexterity. Frequent bending, lifting, handling, and reaching. Occasional push/pulling, squatting, and climbing

229

Technical Support Engineer Resume Examples & Samples

Clearly communicate with customers via telephone, email, and occasional face-to-face contact to ensure that you understand the issue and they understand the resolution
Work closely with and manage issue-specific cross-functional teams composed of Engineering, Operations, Sales, Professional Services, and Account Management representatives
Manage custom support of special high-profile network events
Define requirements and/or code tools in order to automate troubleshooting tasks
Develop methods and best practices for delivering outstanding service Become a Subject Matter Expert for 2 or more products/services and/or Internet technologies
Provide technical mentorship and training for new hires and peers
5 years of experience in technical support, engineering, IT, project management or consulting
3 years of prior customer-facing experience

230

Technical Support Engineer Resume Examples & Samples

Provide feedback and market insight on tools and usage patterns to promote simple, consistent SDK development
Lead an online developer community including ongoing contributions via knowledge documents and participation in the community forums
Write and publish example code that uses Akamai SDK and APIs for our developer community
Contribute to product requirements
Support Akamai’s customer support team to triage and troubleshoot customer’s mobile apps when interfacing with the Akamai platform
Work independently with our customers on technical issues. The investigation of technical issues may involve complex data analysis from Akamai's distributed network and an in-depth examination of the interaction between Akamai and the customer's infrastructure
Create content of all types: code samples, presentations, blogs, screencasts, webcasts, etc
Deliver articulate, effective presentations and demos to technical audiences
Lead interactive design and training sessions with Akamai's key prospects and customers
Become an expert in and evangelize the Akamai platform
Education: BS in Computer Science, Computer Engineering, IT, Networking or equivalent
Minimum of 2 years’ experience as a software architect, evangelist, product manager or other role where both technical and social skills are required
Minimum of 5 years’ experience in designing or defining mobile app & web-based software systems and frameworks
Deep In depth knowledge of how the Internet works (HTTP, DNS, Streaming, etc.)
Familiarity with configuring webservers (Apache, IIS) and the infrastructure necessary to support a dynamic website (load balancers, connecting to databases, etc.), or
Customer focus, acting with the customer in mind, anticipating future needs, identifying long-term solutions and dedicated to providing a superior support experience for the customer
Self-motivated, directed and passionate about what you do, striving for results constantly
Familiarity with Automated Call Distribution (ACD) and at least one CRM system such as Siebel, Remedy or Salesforce.com
IOS or Android development experience
Knowledge of common Internet technologies, standards and protocols, including DNS, TCP/IP, HTTP/HTTPS
Working knowledge of APIs / Data formats JSON
Knowledge in cellular technologies such as LTE, 3G, UMTS, etc
Strong command of different infrastructure architectures

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Technical Support Engineer Resume Examples & Samples

Work to resolve technical issues related to Akamai’s products and infrastructure as reported by our customers' technical staff
Work independently with our customers' technical teams on both pre- and post- sales technical issues. The investigation of technical issues may involve complex data analysis from Akamai's distributed network and an in-depth examination of the interaction between Akamai and the customer's origin infrastructure
Demonstrate leadership and work independently to resolve complex technical problems, including escalations to our product engineers
Develop methods and best practices for delivering outstanding service, as well as participate in knowledge sharing through the creation of knowledge base articles
Subject Matter Expert of multiple product/services and work with engineering to ensure that new Akamai services can be supported as part of the New Product Introduction (NPI) process
Define, coordinate, and prioritize customer feedback and ideas into engineering requirements for future enhancements to Akamai's services. Work closely with Engineering and Product Management to implement these enhancements
Minimum 2 years of experience in technical support, engineering, IT, project management
Minimum 2 years knowledge of internet and network protocols (TCP/IP, HTTP/HTTPS, DNS) and tools
Prior customer-facing experience

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Technical Support Engineer Resume Examples & Samples

5 years of relevant experience and a Bachelor’s degree in Computer Science, Engineering, Management Information Systems, other related field or its equivalent experience
3-5 years’ experience in technical support, engineering, IT, project management or consulting
1 year prior customer-facing experience
1 year programming knowledge and experience (Perl/shell scripting or Java preferable)
1 year experience in common network protocols (TCP/IP, ICMP) and tools
1 year experience in web programming (HTML, javascript, ASP, JSP)

233

Technical Support Engineer Resume Examples & Samples

Engineering or IT academic background, Building Service / Electronic / Computer degree preferred
Min 3 years relevant working experience in ELV industry and security product support including Access Control System (ACS), CCTV, Home & Intrusion System
Min 3 years’ experience in Microsoft Windows OS and SQL Database troubleshooting
Technical knowledge in Networking, Server / Client, TCP/IP, DNS, DHCP, LAN, WAN, Routing, Active Directory, Windows OS, Linux, Wireshark, RS485, RS232
Strong communication and documentation skill
Strong analytical thinking for problem-solving, self-motivated, willing to take ownership and learn new technology
Proficiency in both written and spoken English and Chinese. Putonghua will be an advantage

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Technical Support Engineer Resume Examples & Samples

Bachelor degree or similar in engineering
Experience with 3D modelling, printing, digital fabrication, and CAD
Finesse on the phone; you know when to listen and when to talk
Ability to organise and manage your own time and workload

235

Technical Support Engineer Resume Examples & Samples

Providing specialised technical support from a remote location either by telephone or email
Act as the primary support point for the assigned customer issue
Provide ongoing application configuration, interface, and other application technical tasks for existing Kronos Workforce Central customers
Identify root causes for reported customer issues and develop appropriate solutions to minimize customer down time and impact on customer’s business
Ensuring appropriate communications to all stakeholders on progress of issues or escalations
Negotiating timeframes for solutions implementation with clients and updating clients on progress during problem resolution
Developing and maintaining specialist knowledge and skill in supported products and in those products associated with supported products, as required
Identifying more technical complex issues for escalation to more senior Application Support staff
Escalating process or project improvements to relevant parties within the organisation in order to enhance the current use of products or reduce incoming call volume
Logging and accessing technical solutions within a database and thoroughly documenting the status of all client liaisons and communications
Attending relevant product and skill courses
Establish customer satisfaction through meeting or exceeding customer SLA
Provide standby, public holidays cover and after hour service as needed to meet business requirements
Minimum 2-4 years of technical support experience working with Web technologies and Client/Server technologies, as well as support related experience, displaying a working knowledge of SQL and/or Oracle
Relevant tertiary degree or relevant experience

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Technical Support Engineer Resume Examples & Samples

Key Performance Indicators
Pro-active communication/involvement in managing customer expectation
Feedbacks from customers, partners and stake holders
Bachelor's degree in Engineering/equivalent with 5-7 years overall industry experience

237

Technical Support Engineer Resume Examples & Samples

Backup and Database experience in a large enterprise environment
Ability to act independently, under minimal direction
Strong communication skills, both verbally and written
Knowledge in Database solutions: Oracle, SQL, DB2 or others
Strong experience with Linux or Unix
Experience with backup, archive, and recovery of Oracle, SQL, file system, virtual machine, and Exchange environments
One or more of the following data backup technologies: Data Domain, NAS, Netbackup, NetWorker, NetVault, Quantum DXi, Avamar

238

Technical Support Engineer Resume Examples & Samples

Native or bilingual proficiency in Spanish language
5 years experience in technical support or professional services
At least 3 years of experience in UNIX, LINUX, Windows networking administration
Knowledge of storage infrastructure offering NFS, CIFS, SAN & iSCSI hosting
Solid knowledge of VMware, Hyper-V, SQL, Oracle, SAP, Exchange
Understanding of data protection technologies such as snapMirror, SnapVault and NDMP
A level of familiarity with Commvault SnapProtect and/or Altavault

239

Technical Support Engineer Resume Examples & Samples

Answers/processes incoming calls from end-users and/or integrators for troubleshooting and technical assistance and updates CRM notes in ticketing system
Makes outbound follow-up calls to end-users and/or integrators to troubleshoot technical issues that have been escalated and updates CRM notes in ticketing system
May be involved in customer installations and training
Works with higher level TSE’s to assist with problem resolution and/or customer management
Develops and authors knowledge base articles/tech notes that will assist with future problem resolution efficiencies
Must assist team members in isolating factors while working towards a solution and/or escalation
Analyzes and identifies root cause factors and service issue trends for Management

240

Technical Support Engineer Resume Examples & Samples

Oversee software engineering, configuration, debugging, and related support tasks for Customers implementing Apttus Software-as-a-Service products
Provide initial response, operational assistance, and development of software workarounds and/or resolutions
Write sample code as needed
Troubleshoot and resolve customer issues with Apttus products and debug customized solutions where necessary
Provide coordination for customer support cases including interaction with other internal groups such as Engineering, Product management and Professional Services
Assist customers with the upgrade process when needed
Conduct regular case reviews with customers
Participate in root cause analysis and resolution of reported problems
Proactively communicate with customers and team members regarding status of customer inquiries or problems
Work closely with the Customer Success Manager (CSM) and Managed Services Representative to maintain visibility and provide consistency to the Customer
Ensure all issues are systematically tracked, escalated and communicated. Share resolutions internally, and with Customers via Knowledge Base
Contribution to Knowledge Base Enhancement

241

Technical Support Engineer Resume Examples & Samples

Respond to and follow up on our client’s product related issues
Provide documentation and participate in online forum support for real-time questions
Providing outstanding customer service and technical support to Splunk clients and maintaining customer relationships

242

Technical Support Engineer Resume Examples & Samples

Helping customers solve technical issues with our systems
Answering questions from customers and prospective customers about the features and capabilities of our system
Troubleshooting, resolving and tracking application issues on a daily basis
Platform configuration including (but not limited to) Merchants and Products
Develop or procure toolsets in support of various platform/application operations activities
Developing customer-facing and internal documentation on an as-needed basis including PowerPoint, Excel, Word, and Wiki docs
Communicating customer needs and wishes to our development and engineering staff
Internal office helpdesk support (troubleshooting PC, printer or local server issues)
Troubleshooting system issues including IIS and windows services
2-year degree associate's degree in information technology, computer science or a related field. Equivalent work experience or technical certifications may be considered
Must have sound understanding of Windows OS
Sound understanding of database basics such as SQL, MySQL, Oracle, etc.
Sound understanding of Microsoft Office suite
Sound understanding of computer networking
Solid problem solving ability
Experience with ticketing systems (Jira preferred) and wiki’s (Confluence preferred)
Knowledge of transaction based systems helpful
Experience with log analysis (Splunk preferred) helpful
Experience with IIS preferred
This position is eligible for the Employee Referral Bonus Program

243

Technical Support Engineer Resume Examples & Samples

Provide technical support for BP and Castrol products and their field of application and solving specific technical problems. To support the new business development projects for accelerated growth
Be the point of contact for seeking technical support in lubricants and where application requirements are intricate. Answering technical queries ensuring that they are handled quickly and effectively
Technical Knowledge Empowerment to the field force through creating/or support creating standard training modules, designing user friendly trouble shooting guides & Product selection charts. Provide technical training to Sales, customers and distributors
Drive the “Power Products” growth and support launch of new products introduction
Facilitate Product benchmarking exercise against competition & our range. Assist in coordinating all technical issues related to product trials. Work with the sales force to document the details and outcome of all product trials
Support Product Optimisation Programme
Actively assist sales in resolving any technical issues arising from the use of Castrol products in a timely manner to ensure that the company reputation for quality is reinforced
Regular visiting of Customers to resolve problems that they encounter
Keep abreast with latest technical developments so as to be able to competently provide sound technical support
Actively engage technical institutions, technical universities and other regulatory bodies on technical issues to promote BP’s identity and image and identify opportunities for new applications or product development
To support OEM team by identifying key OEMs, prioritising and providing recommendations for product endorsements, assist in obtaining approvals from local equipment manufacturers and work with equipment importers to position BP as their recommended partner in China
Interpretation of laboratory reports
A degree in Chemistry, Mechanical Engineering or equivalent
Knowledge of industrial lubricants is essential, preferably with minimum 3 years’ experience in lubricants industry
In order to achieve complete customer satisfaction all technical inquiries that related to BP and Castrol product in service should be acted quickly and effectively
Professionally knowledge on products, application, oil industry test standards and their implementation
The job holder is required to give advice on product applications and resolve technical queries by the application of lubrication theory
Interpretation and analysis of laboratory tests is required to correctly inform customers / sales staff of the implications

244

Technical Support Engineer Resume Examples & Samples

Initial troubleshooting and support of hardware, software & accessories
Escalating problems to Technical Support Level 2 & Tiger Team when standard troubleshooting techniques and databases cannot provide an adequate solution
Entering all incoming calls records in the call tracking system such as Intouch
Issuing RMA and following up the fulfillment of swap program with a Service Partner
Working with Network Sales Engineer and Field Service Engineering if on-site troubleshooting is required
Dispatching a Field Service Engineer either from APC or its Service Partner for AGS unscheduled on-site services
Providing a consultation to an APC customer who needs to upgrade the functionality and availability of their networks using APC accessories, software and services
Assisting in the upkeep of the local technical support lab and provide enhancements when required
Assisting in the troubleshooting of customer problems by replicating problems in the lab environment
Encourage our customers to use RNS eSupport tools as much as possible, and guide the customer to use self-service knowledge base
Candidate must possess a Bachelor's Degree preferably in Engineering (EE, ECE, CPE) or equivalent experience
With at least 3 years of working experience in the related field specializing in Technical & Helpdesk Support or equivalent from a Call Center environment
Experience / Knowledge of personal computers required
Experience with network operating systems preferred
Demonstrated ability to understand and explain technical information
Ability to solve customer problems via telephone
Fluent in English communication
Willing to work in Cavite on day shift

245

Technical Support Engineer Resume Examples & Samples

A technical degree is preferred (Electronic Technician., E.Eng., B.Sc., or equivalent),
Maritime industry experience is required. Preferably from customer service, NOC, or service technician positions
Fluent spoken and written English skills is required
Knowledge and experience with service and support of Maritime satcom systems
Experience in applying diagnostic techniques to identify problems, investigate causes of problems, and recommend solutions to correct failures
Experience in planning, preparing and conducting technical training
Process oriented, and the ability to focus on the main objectives, without losing attention to details
Experience in working with CRM systems and case handling
Familiar with quality assurance processes and routines
Ability to keep several tasks going while prioritizing effectively
To provide our partners with best quality support via email and phone
To assist the partner with the correct support approach to their problem and suggest the best support solution to their problem (Technical Service Partner, DOA, Advance Replacement etc.)
Troubleshoots technical problems and issues, determines technical solution in accordance with product and system specifications, and recommend appropriate actions
Interacts with appropriate internal technical personnel to resolve complex problems and/or issues
Maintain log of problems and participate to identify recurring problems that need to be reported to product development
Applies diagnostic techniques to identify problems, investigate causes of problems, and recommend solutions to correct common failures
Ensuring all CRM cases are updated daily with any new information
Assist fellow colleagues with any tasks required, ensuring follow the sun principles passing on knowledge to other team members or regions
Coordinates on-site support of customer as necessary
Conducts technical training and product briefing with customers, vendors and company representatives. Acts as local on-site representative to customer's organization
To provide technical assistance to other departments

246

Technical Support Engineer Resume Examples & Samples

Functional/ Technical Expertise
Provide post sales support by telephone, e-mail and chat to customers and Emerson Sales staffs and Field Service Engineers on Rosemount Analytical products
Process Return Material Authorization
Provide Bill of Material (BOM) to customers
Log all customer interactions in CRM
Maintain and update knowledge management database
Customer Commitment
Participates in conferences calls, meetings and discussions with customers
Monitors team service level and assists in workload
Conducts team/functional/business overview presentations during counterpart visits as required by team lead/supervisor
Internal Communication
Records and submits periodic and/or quarterly transaction records, log sheets and/or trackers
Assists in leading team meetings, huddles and information cascades. Communicates with the team on best practices, lessons learned, process and product updates during team huddles/meetings
Gathers data, analyzes trends, generates and submits reports to line leaders with recommendations
Support projects related to quallity improvement (such as Think Customer, QMS, etc.)
Team Support and Development
Actively participates in team activities and initiative
Conducts product/process/functional trainings
Manages/handles at least 1 company/platform/business unit project/initiative

247

Technical Support Engineer Resume Examples & Samples

Passion for providing a great customer experience
Experience in a 24/7 production environment
3+ years overall development/technical support experience
Solid understanding of the UNIX/Linux operating system
B.S. or M.S. degree in Computer Science, MIS, CIS, or a related field
Knowledge of databases like Oracle
Experience with AWS services
Some OO design and coding skills developing distributed systems
Experience building services using Java, REST, and SOAP
Excellent communication, prioritization, and analytical skills
Ability to work in a fast paced and agile development environment
Must be able to see opportunities for improvement, take ownership and closely work with development team to drive product improvement
Solid networking knowledge
Understanding of production monitoring and metrics
Should be genuinely excited about technology, have a strong interest in learning about and playing with the latest technologies
Must be a self-starter and motivated

248

Technical Support Engineer Resume Examples & Samples

2+ years networking infrastructure experience
Customer Service Skills - Must be able to interact in person with customers who are experiencing issues connecting to Corporate External Network
Working knowledge of Installs, terminates, maintains, and troubleshoots network cabling infrastructure including: Moves, Adds, and Changes of any network or related equipment
Ability to troubleshooting Network Hardware Problems and cable plant issues including Fiber Optic, UTP, STP, etc…
Fluent in all test equipment and can train other on the use of them: Corning Fusion Splicer, Fluke OTDR, Fluke DTX1800, Fluke Simple fiber, Fluke Link Runner Pro, etc…
Research and documentation of cable plant, network and wireless infrastructure
Knowledge and adherence to wiring standards and their implementation
Network hardware configurations for edge network equipment, core network equipment, and Serial-to-IP devices
Install network hardware and cable assemblies – copper and fiber
Managing contractor access into areas as required
On-call duty, responsible for first level network Support after hours – rotates through group weekly
Other work related duties as assigned
Ability to lead and mentor a team

249

Technical Support Engineer Resume Examples & Samples

Configuration and operational expertise with traditional network switch/router platforms - IOS,JunOS, EOS, etc
Demonstrated ability to troubleshoot networking protocols (ARP, STP, OSPF, BGP, LACP, IGMP, PIM, IPV4)
Familiarity with Linux administration and network configuration
Familiarity with Data Center virtualization concepts and trends
Ability to use tcpdump, read the relevant RFCs and file a bug
Technical certificates and/or university degrees are helpful, however industry experience and knowledge reign supreme

250

Technical Support Engineer Resume Examples & Samples

Delivering excellence in terms of customer care and technical support
Protecting Fortinet as reputable brand by going beyond and above, exceeding partner expectation
Testing and documenting functionality of new products/features
Testing AV and IPS signature database against new threats
Testing and reproducing partner/customer issues in Fortinet’s LAB
Working on escalations cases from our Distributors
Creating/updating Knowledge Base articles

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Technical Support Engineer Resume Examples & Samples

Technical Support Engineer Resume Examples & Samples

Technical Support Engineer Resume Examples & Samples

Technical Support Engineer Resume Examples & Samples

Technical Support Engineer Resume Examples & Samples

Technical Support Engineer Resume Examples & Samples

Technical Support Engineer Resume Examples & Samples

Technical Support Engineer Resume Examples & Samples

Technical Support Engineer Resume Examples & Samples

Technical Support Engineer Resume Examples & Samples

Technical Support Engineer Resume Examples & Samples

Technical Support Engineer Resume Examples & Samples

Technical Support Engineer Resume Examples & Samples

Technical Support Engineer Resume Examples & Samples

Technical Support Engineer Resume Examples & Samples

Technical Support Engineer Resume Examples & Samples

Technical Support Engineer Resume Examples & Samples

Technical Support Engineer Resume Examples & Samples

Technical Support Engineer Resume Examples & Samples

Technical Support Engineer Resume Examples & Samples

Technical Support Engineer Resume Examples & Samples

Technical Support Engineer Resume Examples & Samples

Technical Support Engineer Resume Examples & Samples

Technical Support Engineer Resume Examples & Samples

Technical Support Engineer Resume Examples & Samples

Technical Support Engineer Resume Examples & Samples

Technical Support Engineer Resume Examples & Samples

Technical Support Engineer Resume Examples & Samples

Technical Support Engineer Resume Examples & Samples

Technical Support Engineer Resume Examples & Samples

Technical Support Engineer Resume Examples & Samples

Technical Support Engineer Resume Examples & Samples

Technical Support Engineer Resume Examples & Samples

Technical Support Engineer Resume Examples & Samples

Technical Support Engineer Resume Examples & Samples

Technical Support Engineer Resume Examples & Samples

Technical Support Engineer Resume Examples & Samples

Technical Support Engineer Resume Examples & Samples

Technical Support Engineer Resume Examples & Samples

Technical Support Engineer Resume Examples & Samples

Technical Support Engineer Resume Examples & Samples

Technical Support Engineer Resume Examples & Samples

Technical Support Engineer Resume Examples & Samples

Technical Support Engineer Resume Examples & Samples

Technical Support Engineer Resume Examples & Samples

Technical Support Engineer Resume Examples & Samples

Technical Support Engineer Resume Examples & Samples

Technical Support Engineer Resume Examples & Samples

Technical Support Engineer Resume Examples & Samples

Technical Support Engineer Resume Examples & Samples

Technical Support Engineer Resume Examples & Samples

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