This role is focused on supporting the Management and Monitoring software within Data Centre Systems, stand-alone systems and all Associated Accessories which are part of the Secure Power IT Software Solution offer.
The primary responsibility of this Role is to improve our Customer Satisfaction by providing a high quality and professional Technical Support to customers. This will be achieved through:
Providing expert level software support within the CCC team and to Customers, Service Engineers, Network Integration Engineers and Service Partners as required.
Training and Mentoring to Primary and Advanced Agents within the CCC including Technical Certification evaluations.
Liaising within the Customer, Satisfaction & Quality Teams – Offer Quality Leads, Product Quality Leads, Product Managers and Cybersecurity teams on a regular basis to ensure detailed knowledge of all imminent software related releases and known issues.
Installing, Updating and testing of new Software Products, completing validation testing and recreating customer issues in a controlled environment to identify faults
Excellent problem-solving skills and the ability to demonstrate logical troubleshooting steps when working on software issues
Excellent aptitude to understand and explain technical information.
Good knowledge of major operating systems (Microsoft, Unix/Linux, Novell, MAC) desirable
Good knowledge of Networking Technologies (TCP/IP, SNMP) desirable
Good knowledge in VMWare, IoT, Edge Computing essential
Good knowledge of Cybersecurity and/or Digital Forensics
Good coaching and presentation skills essential.
Demonstrate flexibility and an ability to learn and work quickly.
Fluency required in English.
Proven ability to work towards individual and team targets.
Excellent interpersonal, communications and time management skills.
Ability to develop and maintain customer rapport.
Highly motivated self-starter and self-learner
Experience in licensing issues relating to software
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