Technical Support Associate

Provide technical support over phone and/or web to customers on hardware and software issues Ability to work flexible hours and/or flexible shifts including weekends and holidays if needed Determine requirements and/or root cause of technical issues by working with customers Answer inquiries by clarifying desired information; researching, locating, and providing information Resolve problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions Fulfill requests by clarifying desired information; completing transactions; forwarding requests Ensure escalation situations are managed and corrected quickly and professionally Drive customer satisfaction through service excellence Work with other engineers, account managers and developers Provide and contribute information such as fault triage and training materials Attend and complete all required training and certification exams Learn to be proficient in service and repair of all systems (current, new, and updates) Requirements Knowledge of x86 architecture Knowledge of server management tools: IPMI and command line tools Knowledge of OS - Linux or Windows Knowledge of server logs and OS logs Knowledge of Network architecture Meeting deadlines - SLA (Service Level Agreements) and KPI (Key Performance Indicators) Hands-on experience with servers (Supermicro, EMC, DELL, HP) is preferable Experience in talking with customers to defuse situations Core Competencies Proficient in providing technical support for hardware and software issues, with a strong focus on customer satisfaction and problem resolution. Experienced in server management, network architecture, and working collaboratively with cross-functional teams. Highest-signal resume keywords Technical Support Server Management Linux or Windows OS Knowledge Customer Communication SLA and KPI Management Hard Skills X86 Architecture Server Management Tools IPMI Command Line Tools Server Logs OS Logs Network Architecture Hands-on Server Experience Soft Skills Customer Service Problem Solving Communication Flexibility Certifications & Qualifications Training and Certification Exams Industry Keywords Service Level Agreements Key Performance Indicators #J-18808-Ljbffr