Service engineer (L1,L2,L3)

Responsibilities:

• Handling customer service requests from UZ for our IT products (Servers) by providing customer support from the physical layer up to the application layer;
• Take effective measures to restore serious incident and neutralize the cause and if necessary escalate to expert and arrange war room to get professional support;
• Hold troubleshooting for hardware/software problems, find the root cause and provide an effective solution within SLA;
• Be the owner of Service request and keep contact between customer and expert team.
• Take part in project to deliver IT product solutions.
• Provide detailed information for how to configure or upgrade IT products;
• Operate and maintain the professional system to track the process of Service Request;
• Identify issues of concern to customers based on the communication with customer;
• Assist to collect information and provide troubleshooting on site if needed;
• Remote and onsite support for delivery projects;

Requirements:

• Familiar with servers and OS (Windows, Linux, VMware);
• Good understanding about the X86 server and their architecture.
• Strong troubleshooting skills (able to analyze debug outputs and logs);
• Hands-on experience with servers would be an advantage;
• Able to determine problems and deliver known solutions with a high level of customer satisfaction;
• Good English level.
• Good communication skills;
• Responsible, attentive and multitasking person, who can quickly adaptable in a variety of situations;
• Good team member;
• Stress resistant and motivated.