ICT - Support Engineer resolving 2nd - to 3rd - level support issues at p3b AG, a successful Swiss IT company. Collaborating with developers and managing network infrastructure.
About the role
- Senior Technical Support Engineer providing advanced technical support for Infra line of Products at Progress. Managing complex technical issues and mentoring junior staff while prioritizing customer care skills.
Responsibilities
- Follow established technical support workflows and procedures
- Maintain professional and courteous interactions with customers and peers
- Remain approachable and composed in stressful situations, accepting constructive criticism gracefully
- Uphold confidentiality standards
- Take ownership of customer cases, managing them effectively and professionally through various channels
- Communicate clearly with customers to understand expectations and offer solutions or workarounds for product issues
- Troubleshoot and diagnose customer problems involving third-party products using available resources
- Keep detailed logs of customer interactions and technical details
- Generate reproductions and examples necessary for problem resolution
- Facilitate clear communication with customers regarding callbacks, follow-ups, and issue resolution progress
- Manage difficult customer communications independently and professionally
- Escalate product issues as needed and log defects and feature requests accurately
- Provide engineering teams with comprehensive information and assistance when necessary
- Contribute to knowledge resources through the creation and updating of technical documentation, demos, and code libraries
- Review and improve product documentation where necessary.
Requirements
- 8+ years of experience in a Technical Support Role with relevant technologies
- Proficiency in TCP/IP networking concepts, including HTTP headers, OSI layers, and TCP flags/parameters
- Strong troubleshooting, analysis, and problem-solving skills
- Familiarity with Windows and Linux operating systems
- Ability to effectively communicate technical information to customers of varying skill levels
- Expertise in network devices such as routers and switches
- Willingness to participate in on-call rotations as needed
- Bachelor's degree or equivalent qualification preferred, Associates degree
- Knowledge of application protocols like HTTP/HTTPS, SMTP, DNS, FTP, and SNMP
- Technical certifications such as CCNA, CCNP, MCSE, or VCP are advantageous
- Experience with virtualization environments like VMware, Xen, or Hyper-V
- Networking experience
- Familiarity with Microsoft Exchange, SharePoint, and MS Teams
- Knowledge of web and application servers like Apache, Tomcat, WebLogic, and IIS
- Desirable experience with AWS and Azure cloud solutions.
Benefits
- Competitive remuneration package
- Employee Stock Purchase Plan
- Enrolment
- Best in class Benefits
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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