Support Engineer – LATAM

Job Description
Description/ Responsibilities
‖ Provide client support and technical issue resolution via phone, E-mail, web and remote sessions
‖ Maintain customer’s CRM support tickets
‖ Analyze and resolve operational and technical issues raised by the customer
‖ Improve client references by writing and maintaining documentation
‖ Obtain vast knowledge in software installation, functionality and configuration
‖ Carry out debug sessions independently
‖ Perform production system and home system upgrade
 Required Experience/ Qualifications
‖ 1 – 3 years of relevant customer service (Phone or Email) and/or technical experience with a wide range of support and services applications
‖ Experience with mobile devices platforms
‖ Experience with Windows Server OSs (2008, 32/64bit)
‖ Experience with VM environments (VCenter, VSphere)
‖ Analyzing and monitoring TCPIP networks
‖ Experience with installing/upgrading of applications, writing SQL queries, performing backup MS/SQL
‖ Experience with network monitoring platforms (Nagios)
‖ Experience with Linux Operating Systems (Ubuntu, CentOS)
‖ Familiar with mobile networks and protocols (GSM, UMTS, 2G-3G-4G,LTE)
‖ Very good English and Spanish
‖ Willingness to travel – 30%
Preferred/Nice to Have
‖ Experience with CRM system
‖ Excellent communication skills
‖ Performs well under pressure
‖ Self-motivated, detail-oriented and organized
‖ Strong analysis and problem solving skills