תמיכה

Tier 3 Technical support

473654

תאריך עדכון

21/06/2021

תיאור המשרה

Tier 3 Support is the final escalation point for Technical issues that cannot be resolved by levels 1 & 2.

Tier 3 is capable of trouble-shooting and resolving the most difficult and complicated issues.  This position works closely with R&D. 

Tier 3 Support is required to provide clear and concise communication with all forms of client and internal interactions.

Responsibilities

  • Escalation point for support teams for issues that are unable to be resolved by Tier-1 and Tier-2 support.
  • Diagnosing and troubleshooting customer issues and identifying proper solutions.
  • Build setups and simulations to re-create customer problems
  • Working with R&D and the Product department on escalated and unresolved issues until a successful resolution has been achieved
  • Updating the assigned service requests in the Service Portal system on a daily basis
  • Document technical knowledge in the form of notes and manuals 
  • Provide training to Customer, Tier-1 and Tier-2 Support Team.
  • Provide ‘on-site’ support, as needed or required
  • Prioritize and manage several open issues at one time

Qualifications

  • Degree in Technical education (Engineer/BSc/הנדסאי"”) – Electronics/Computer Science/Control
  • 3-5 Years of experience in technical support for complex systems combine hardware and softwareץ
  • Experience with several different operating systems: Unix- based, Windows platforms, Linux
  • Ability to understand and analyze complicated, multidisciplinary systems.
  • Proven experience in Networking and networking debugging tools.
  • Very good English language skills - spoken and written (including technical writing).
  • Excellent communication skills
  • Excellent customer facing skills; Support oriented.
  • Strong drive, enthusiasm, independent and self-learning capabilities
  • Team player.

 

 

  

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