Support Specialist
2016-03-30
Do you think IT support is this boring old job where you spend days explaining grumpy customers over and over that no, they should not have clicked that button and yes, this form can be printed in multiple copies? IT support at this company is different.
Software products that company develops are not bug free whose software is. That’s why there is the need to provide support in the first place. Company support guys are the front-line, its face to the customers; they are those heroes in the field that can really save the day and hear the victorious fanfare (plus a huge “thank you” from the happy customer). There’s nothing that can beat the feeling that you’ve helped someone out there, helpless, relying on you.
The support guys are not alone. Never have any of them been left to their own devices when in a real need of help from the actual developers of the software. Not that they need it too much: they know the software in and out and they learn a lot along the way. You can meet incredibly smart people in this company and you’ll learn a lot from them. A lot of the support work goes into digging for the root cause of problems so you need to be witty and resourceful to survive. Company actually solves the problems, not just shove them beneath the carpet so that they backfire at the most inappropriate moment later.
Duties and responsibilities
- Provision of remote (e-mail and telephone) support for all IBL customers with maintenance contract
- Proposing solution or workaround of the problem; determining root cause of problem and carrying out corrective action
- Remote deployment of hotfixes on customer systems
- Remote update of IBL software on customer systems
- Advising end users in using IBL products
Skills and specifications
- Team player
- Problem solving skills
- Reliability
- Positive approach to customers
- Attention to details
- Reliability and responsibility
- Interested in continuous learning
- Positive approach to customers
Education and qualifications
- Linux - advanced user (experience with basic command-line tools)
- Knowledge of English language on level of spoken interaction
- Basic knowledge of TCP/IP and network services
- Basic knowledge of SSH and remote desktop software (eg. VNC) Candidate Advantages
- Advanced Linux skills (network or system administrator level)
- Experience with high-availability clusters
- Training skills/experience
- Experience with satellite technology (installing, designing and maintaining)
- University or technical institute degree of 2nd level (Mgr., Ing. or equivalent) from a technical program is preferred
- Excellent command of Linux shell and tools (file manipulation, text processing and filtering)
- Very good command of spoken and written English
- Fair knowledge of TCP/IP and higher level protocols such as SSH, DHCP, NFS, HTTP
- Network applications based on open-source technologies (firewall, mailserver, fileserver, ...)
Do you have more experience? Contact us, we will be happy to meet you! Support specialist provides remote support for company products to its customers and cooperates with testers and developers on remedy of reported issues in company software. Senior specialist participates in company delivery projects throughout entire lifecycle: hardware planning, systems design, installation and configuration, factory acceptance, on-site (or remote) installation and customisation, site acceptance, training, maintenance.
Are you interested? I am looking forward on your CV!
Hanka Borikova, IT/Telco Consultant, DRILL B.S.
E-mail: hanka_borikova@drill.sk
Tel.: +421 911 011 573
