DC Support Engineer at Global Hardware Company

JPY 7,000,000 - 9,000,000
Tokyo, Japan

Posted 2019-Jul-31  by Michael Page International Japan K.K./マイケル・ペイジ・インターナショナル・ジャパン株式会社 (Recruiter)

Job Description

    In this role, you will accurately diagnose problem severity levels and prioritize call loads appropriately. You will also recreate customer issues when needed, using logs, system management tools, and industry standard problem resolution tools and protocols. You are also required to generate accurate, high quality trouble ticket, incident documentation, and knowledge base updates, as well as other customer and problem documentation.


    Description

    * Serve as the primary point of contact for DCG hardware, software, and overall problem resolution, interfacing and collaborating with Level 1 agents, Level 3 OEM agents, and hardware and software development teams.

    * Ownership of all software, hypervisor, configuration, infrastructure, and usability issues

    * Resolve complex, collaborative calls working with Level 3 teams and HW/SW development teams, as well as hardware problem determination and hardware services delivery providers

    * Ensure customer incident resolution at industry leading incident closure rates

    * Maintain outstanding customer satisfaction scores, with the professional communications and soft skills necessary to defuse difficult customer situations and work to problem resolution


    Profile

    * Language: Fluent English Language Skills required. Bilingual English & Mandarin skills preferred.

    * Expert technical knowledge of VMware (VCP6-DCV, VCIX6-DCV strongly preferred), Microsoft (MCSA and MCSE certifications (server operating systems, infrastructure, and cloud)), Red Hat (RHCSA, RHCE, RHCA (Datacenter, Cloud)), and SUSE (CLA, CLP) operating systems

    * Storage troubleshooting knowledge/skills (software defined storage in Azure Stack)

    * Five to seven years of contact center experience in similar Intel based hardware environments

    * Prior experience as a Level 2 support engineer


    Job Offer

    - Permanent employee.

    - Flexible working schedule - overtime upon discretionary scheme.

    - Holidays: Saturday, Sunday and National Holidays.

    - Benefits: Social Insurance, transportation.


    To apply online please click the 'Apply' button below. For a confidential discussion about this role please contact Ryeonbeen Kang on +813 6627 6053

Job Requirement

    *Language: Fluent English Language Skills required. Bilingual English & Mandarin skills preferred.

    *Expert technical knowledge of VMware (VCP6-DCV, VCIX6-DCV strongly preferred), Microsoft (MCSA and MCSE certifications (server operating systems, infrastructure, and cloud)), Red Hat (RHCSA, RHCE, RHCA (Datacenter, Cloud)), and SUSE (CLA, CLP) operating systems

    *Storage troubleshooting knowledge/skills (software defined storage in Azure Stack)

    *Five to seven years of contact center experience in similar Intel based hardware environments

    *Prior experience as a Level 2 support engineer

Language Ability

  • English : Business Conversation Level (TOEIC 735-860)
  • Japanese : Business Level(JLPT Level 2 or N2)

Job Summary

Recruiter

Michael Page International Japan K.K./マイケル・ペイジ・インターナショナル・ジャパン株式会社

Employment Company

Job Type

IT (Hardware/Network) - Server and Machine Operation and Maintenance

IT (Hardware/Network) - Network Monitoring

IT (Hardware/Network) - Project Manager

Industry

Electronics/Consumer Electronics Manufacturing

Salary

JPY 7,000,000 - 9,000,000

Location

Asia Japan Tokyo

Working Hours

Flexible working schedule - overtime upon discretionary scheme.

Holidays

Holidays: Saturday, Sunday and National Holidays.

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