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Support engineer at Guadalajara.
Responsibility - Primary job responsibilities
- Provide a detailed level of technical assistance to our customers to resolve their technical issues - Analyze customer problems & service requests and resolve them within agreed service levels
- Use troubleshooting/ debugging techniques and tools to analyze technical problems
- Solve highly complex problems involving in-depth product knowledge including support for an additional product line
- Handle politically charged situations requiring the highest level of customer handling skill
- Engage development teams for issues that need a resolution through code fixes
- Provide feedback to the development team on product feature enhancements
- Contribute to Self-Help knowledge base by creating knowledge articles wherever needed
- Create wikis, blogs, tech-notes, technical trainings and webcasts for educating customers and business partners
- Consistently share best practices with team members and contribute to process improvements
- Collaborate with Tech Leads and Duty Managers when appropriate to manage customer escalations
- Highly energetic team player who is flexible and Available to work critical cases as needed on a 24x7 basis.
Job Description - System
OS Knowledge – Linux, Unix- Installing, configuring and maintaining RHEL 5 & 6 & 7 Servers
- Experience administering Linux (boot process, file systems, network device and protocol configuration)
- Configuration and administration of Logical volume manager
- Strong in Storage, HA concepts, SAN environment
- Changing Kernel Parameters
- Patch and Package administration
- Strong in troubleshooting Hardware and Operating system related issue
- Experience in System Fault Tolerance Design, Business continuity and Disaster recovery planning
- Familiarity with one or more, shell environments (BASH, sh, tcsh, ksh, etc.)
- LAMP (Linux, Apache, MySQL, PhP)
- Familiarity with core OS services such as: SSH, telnet, FTP, NFS, DNS, DHCP, Samba, LDAP
- Certification on RHEL would be added advantage
Database – DB2, Oracle, MySQL
- Knowledge of any MySQL, Oracle, DB2
- Proficiency in at least one of database systems (Oracle, DB2)
- Experience and knowledge on SQL, PL/SQL
- Familiarity of basic database functioning and architecture like logging, backups etc.
- Database tuning and performance monitoring
- Experience in various database utilities e.g. Data Movement, Analyzing Performance Logs, Troubleshooting Issues/Errors
- Bachelor's degree in engineering or computer science is preferred; equivalent experience within the enterprise IT sector will also be considered
- Min 3 years’ experience in level 1 or Min 2 years’ experience in 2nd Level Technical support
- Hands on experience and Strong Technical skills in at least two of the four areas
- Proficiency in Spanish and English. Portuguese is desirable.
