Arabic Technical Support Engineer (Messaging applications, D

ARABIC TECHNICAL SUPPORT ENGINEER (Messaging applications, Domino, Exchange)

6 months contract

Our client is a global IT company that offers YOU the great opportunity to join their multilingual team.

Job purpose:

Customer Support is the information engine for both external and internal (including Development, Professional Services and Sales) customers using Legato products. Contributors to this engine will be responsible for driving quality information to each of their customers. Through proactive information sharing, our customers will be better able to self-service their needs, permitting us to focus on a higher level of business solutions problem solving. Just as our client is delivering high quality, high-performance, integrated solutions, we will focus our organization to provide complimentary support services.

Satisfy customers by meeting or exceeding their expectations with an
attitude of ownership, accountability, and sense of urgency.

Role:

Provide excellent customer satisfaction by delivering high quality customer support.

Responsibilities:

Make every customer contact a reference interaction
Assume ownership from start to finish for every assigned issue
Represent ESG to customers in a positive and professional manner
Communication skills that are professional, clear, and articulate (oral/written)
Meet or exceed performance goals as outlined by Management
Know and follow processes as outlined in the Support Process Guidelines
Interact act with Staff Technical Support Engineers, Product Engineers and Managers to solve Customer problems
Expand own knowledge of the company Legato products
Utilise standard tools, procedures, resources and lab research to resolve customer technical problems
Document all case activity into the appropriate incident-tracking data base
Populate knowledge base with support notes
Mentor Associate Customer Support Engineers, and other team members on own product specialisations.
Exhibit a positive attitude to customers and other employees
Work with Manager to develop a career path for personal growth
Continue upgrading technical, through addition of secondary products, and customer service skills
Special projects/duties as assigned
Participate in shift work as required
Participate in 24 x 7 on-call service as and when required.
Will work to ensure that the support centre is viewed by customers as being easy to do business with.

Measurement:

Productivity and efficiency will be measured using a variety of methods. These methods will include metrics derived from the incident tracking database, customer feedback, as well as peer and management team assessment.

Case Open Rate
Case Closure Rate
Mean time to closure
Case volume
Service Level Objective Attainment
Case quality, including linking of cases to support notes.
Customer Survey
Team Feedback
Inspection Process

Education:

Degree in Computer Science or equivalent experience.

Skills Required:

Networking Knowledge

Basic understanding of TCP/IP networks and subnets
DNS and name resolution
Operating System networking fundamentals
Basic network hardware

Operating System Knowledge

In depth knowledge of multiple Operating Systems ordered below by importance
Windows Server 2000, 2003
Linux
Basic system hardware
Basic knowledge of scripts and scripting

Clustering Knowledge

High Availability
Disaster Recovery
2, 4, and 8 Node MSCS Basics
Domino Cluster basics

Storage Knowledge

External/Internal storage hardware knowledge
SCSI and Fibre storage basics
SAN/NAS setups and configurations
Mirroring and Replication
Centera / Celerra basics

Application Knowledge

Exchange 5.5, 2000, 2003
Active Directory
Outlook Clients (2000, XP and 2003)
SQL 2000
Lotus Domino 6.x, 7.x
Oracle 9i, 10i
IIS 5 and 6
Other backup software