Technical Support Engineer, Interset

Micro Focus - Ottawa, ON (30+ days ago)

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Job Description:
Technical Support Engineer, Interset

At Micro Focus, everything we do is based on a simple idea: The fastest way to get results is to build on what you have. Our software solutions enable organizations to do just that. Secure and scalable, with analytics built in, they bridge the gap between existing and emerging IT—fast-tracking digital transformations across DevOps, Hybrid IT, Security, and Predictive Analytics. In the race to innovate, Micro Focus customers have the clear advantage.

Our portfolio spans the following areas:
DevOps | IT Operations| Cloud | Security | Info Governance | Big Data, Machine Learning, & Analytics

About the Role

Customer Solution Centers are made up of teams that provide remote (offsite) service; customer access, pre-sales, post-sales, and service delivery. Technical teams focus is to solve various business systems and applications problems for customers, onsite engineering personnel and Authorized Service Providers on standard, specialized or complex systems. https://interset.com/product/about-us/ has details about our portfolio.

The Technical Support Engineer, Interset will:
Succcessfully resolve technical issues (hardware and software) from incoming internal or external businesses and end user's contacts and proactive notification systems.
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 (warranty through mission-critical). .
Proactively assist internal or external businesses and end users to avoid or reduce problem occurrence.
Have the ability to act as a team or project leader providing direction to team activities and facilitates information validation and team decision- making process.
Review and may resolve complex business issues.
Have excellent communication skills. Add case resolution to KMS.
Understand and utilize Information Technology Information Libraries (ITIL).
Represent the company in a face to face customer location visit, industry conference/trade show, vendor meeting, etc.
Partner frequently with the Sales Pursuit team.

Education and Experience Required:
Vocational: apprenticeship/certification completion. May be technical or non-technical. May include on- the-job training in addition to studies. In some locations, completion may be recognized by diploma. Advanced programs may be 2+ years. Associate degree: first attainable degree at the post-high school level. Typically 2 year completion beyond High School level (i.e., Associate of Arts, GCE 'A' level (Singapore), etc.) or equivalent experience. BA/BS or equivalent experience preferred.
3-5 years experience in relevant technologies and customer environments.
Relevant industry qualification where applicable.

Knowledge and Skills:
Excellent verbal and written communication skills in language to be supported.
Experience in troubleshooting in a technical environment.
Excellent analytical and problem solving skills.
Software and hardware knowledge of computing, storage and peripheral devices.
Advanced proficiency with case management databases and tools.
Superior customer service skills.
Phone and remote support.
Partners frequently with the Sales Pursuit team.
Ability to solve and document solutions for usage of other technicians and customers.
Ability to mentor new agents.
Ability to lead resolution activities with escalated customers.
Ability to contribute to technical action plans.
Focus on one or more product lines (for example, proactive, reactive, storage, enterprise systems, etc.).

If you want to be part of what's next and find out more about our available opportunities, visit Micro Focus Careers.

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Micro Focus is proud to be an Equal Opportunity Employer. Prospective employees will receive consideration without discrimination because of race, colour, religion, creed, gender, national origin, age, disability, marital or veteran status, sexual orientation, genetic information, citizenship or any other legally protected status