Job Summary:
This team enables customers do their very best today and helps shape the emerging technologies of tomorrow.
The primary responsibility of this role is to represent the client and communicate with corporate customers via telephone, written correspondence, or electronic service regarding technically complex escalated problems identified in software products.
Tasks:
Solve highly complex problems, involving broad, in-depth product knowledge or in-depth product specialty; may include support of additional security technologies. Frequently, these problems will not only be technically complex, but will be politically charged situations requiring the highest level of customer skill.
Collaborate on cross-team and cross-product technical issues by working with resources from other groups as needed to resolve customer issues including Technical Leads and Escalation resources when appropriate.
Responsible for managing relationships with customers and partners including thoroughly documenting case work and driving the quickest resolution possible to the customer's issues.
Develop specialized low level expertise in complex technologies. Mentor others and share information to help improve overall knowledge of group or organization.
Mentor front line support organizations, providing mentor and escalation support for complex technical and political issues.
Represent the company professionally in all on-site situations.
Actively participate in triage meetings to share knowledge with other engineers in order to resolve customer solutions efficiently. Share best practices with team members. Act as technical resource for broad and complex issues, and assist Account Manager teams in a technical capacity as needed. Report software bugs and customer suggestions as needed.
Requirements:
Ideal candidate has four year degree or 5+ years related work experience
Must have strong customer service, accurate and logical problem solving, and communication skills (written and spoken English), and the ability and desire to excel in a team environment
Windows Server and Client Technologies
Enterprise Active Directory management and administration
Active Directory Replication
Group Policy Configuration and User Experience technologies
Active Directory Migration
Preferred Qualifications:
Hands-on experience with enterprise products (Windows Server, Exchange Server, SQL Server)
MCITP+ EA, MCSE, MCSA preferred
Additional Certifications a plus - Cisco, Novell, Unix, Compaq, Dell, etc.
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