[Samuele]

Technical Support Engineer - BIP Administration



The Opportunity

As a member of the Technical Customer Assurance Team you evaluate, troubleshoot, and resolve our customers' technical problems. Your goal is to resolve technical issues in a timely manner and to our customers' satisfaction, respecting SLA's and internal processes. You use your customer facing skills mainly using the telephone, on a daily basis. If you are a goal-oriented person who enjoys work in a challenging environment, look no further. Success in your role leads to promotions into senior positions, or management opportunities, following a career and development plan which is driven by you and your manager.



The Job

We are seeking a Technical Engineer whose primary responsibility is to assist our customers in resolving issues related to the implementation, deployment, functionality, and usage of our core suite of products. This role is part of the Administration BIP Team within our European Support Centre. Duties range from assisting customers in resolving simple to intermediate issues to troubleshooting production down problems on mission critical deployments.



General Duties:
* The Technical Engineer must be driven primarily by a desire to provide our customers with outstanding technical customer service
* Good to advanced diagnostic and technical analysis skills
* Ability to think independently and be able to apply effective problem solving skills
* Isolates probable causes of issues; documents and monitors bugs and enhancement requests
* Recommends known technical solutions to customers, develops workarounds and solutions for bug resolution
* Properly documents actions taken on cases opened and processed or worked on
* Contributes regularly to company Knowledge Base.



Technical Skills:
Required
* Good understanding of Windows platforms (Windows 2000 Server, Windows 2000 Professional, Windows 98, Windows XP) and Windows support tools
* Good understanding of Unix platforms (AIX, HP-UX, Solaris, Linux)
* Good understanding of web technologies and three-tier networks
* Understanding of LDAP technology (Active Directory, Sun One Directory, etc.)
* Understanding of networking concepts including Network topologies, TCP/IP fundamentals, TCP/IP utilities, and WAN/LAN and Remote Access technologies
* Understanding of Internet related technologies and concepts (i.e. ASP, JSP, etc.)
Desired
* Good understanding of RDBMS - Oracle, SQL Server, DB2, Sybase and/or Informix.
* Knowledge of Structured Query Language.
* Understanding of client/server applications.
* Good knowledge of native database client tools such as Oracle SQL*Plus, MS Query Analyzer, or DB2 Client
* Knowledge of the Business Objects product suite (Core BI) is desired, around the functionality of the suite



Soft Skills:
* The ability to communicate clearly and effectively in both verbal and written communications
* The desire to make a difference; to go above and beyond in support of our customers, our business, and each other
* Consistently projects a positive and professional image
* Exercises judgment within defined procedures and practices to determine appropriate action
* Extremely effective at following up on issues back to internal and external customers
* Proven ability to manage time and workflow to meet service level agreements
* Able to handle stressful situations effectively
* Develops effective team working-skills
* Exhibits strong self-motivation



Languages Required:

* English - fluent written and spoken
* Italian - fluent written and spoken

* French or Spanish knowledge would be desirable as a third language



Experience:
* Prior industry experience in a technical support experience highly desired
* Proven experience implementing a business intelligence solution using market leading applications a plus



Education:
Bachelor's degree in Computer Science, Engineering or equivalent or demonstrated skill and/or related industry experience
Technical Recruiter