Technical Support Systems Engineer
Micro Focus
San Jose, Costa Rica
hace 5 días

Job Description :

Micro Focus is one of the world’s largest enterprise software providers, delivering the mission-critical software that keeps the digital world running.

Our Digital Safe platform provides robust compliance archiving, eDiscovery, and supervisory solutions. All hosted in the world’s largest, private cloud with more than 60 petabytes of data under management.

We are looking for a talented Technical Support Engineer with a broad knowledge of Linux and a strong understanding of the incident support process to join the Digital Safe team.

The ideal candidate will be part of a global team of engineers responsible for support, monitoring, troubleshooting, change and enhancement of the Digital Safe solution.

The candidate will be familiar with operational policies and processes that are compliant with industry standards and best practices such as Information Technology Infrastructure Library (ITIL).

The candidate will manage the technical / service relationships : between the company and the customer, and between various company internal organizations.

They will work directly with application end-users on application incidents and provide input to and / or manages service improvement programs regarding customer satisfaction and service delivery.

Key responsibilities :

  • Diagnosis and repair of incidents within the Digital Safe environment
  • Communication to the client and to internal teams in relation to incident ticket first response and updates in line with internal targets
  • Managing information by ensuring ticket notes are kept up to date and are complete
  • Planning & organizing changes within the Digital Safe environment
  • Monitoring & reporting of incidents relating to the Digital Safe environment, particularly in relation to hand over as part of a follow the sun support organization and critical situation management
  • Creating & developing automated diagnosis and configuration tools
  • Participating in the culture of continual service improvement within the Digital Safe operations team
  • Knowledge & skills in any of the following are an advantage :

  • Linux certifications, LPIC or equivalent
  • Supporting Java-based applications
  • Xen, KVM or other virtualization technologies
  • Database querying / administration
  • Windows server administration
  • Creating and maintaining scripts in PERL and bash
  • strong) understanding of applications technology indirect responsibility.

  • ITIL Intermediate level Certified.
  • developing) understanding of other technology sub-areas.

  • General understanding of related technologies.
  • strong) Customer Service General Project Management.

    developing) Influencing Others.

    developing) Customer / Vendor Management.

    developing) Business Analysis.

    developing) General Financial Management.

  • Strong communication skills; good presentation skills.
  • Client-facing interpersonal skills. Able to lead Applications Management delivery.
  • Education and Experience Required :

  • Bachelor's degree in Computer Science, IT Service Management, Engineering, Business, or related field or equivalent work experience.
  • May have a Master's degree in the related fields. Often holds entry-level certification(s) in the work field.

  • May hold intermediate-level certification(s) in the work field. Typically 5+ years of relevant experience.
  • Supporting Linux based systems
  • Supporting customers by phone and through a ticketing system
  • LI-LV1

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