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
Soft Skills :
A self-motivated, high performer who works well either independently or in a team setting, requiring little or no direct supervision.
Excellent analytical, multitasking, and communication skills (both verbal and written), detail orientation , and familiarity with testing and troubleshooting techniques.
Excellent prioritization skills in a fast-paced, time-sensitive environment.
Excellent interpersonal skills
Excellent control and follow-up skills
Excellent decision-making skills
Excellent customer service skills and demeanor, along with the ability to communicate with both technical and non-technical clients.
Excellent communication skills, both verbal and written required
The ability to multitask as well as excel in a team environment is essential under limited supervision.
Works effectively in a cross-functional team environment, with a cooperative spirit
Communicates professionally when interacting with less-experienced staff, peers, senior staff, and customers
Produces and maintains detailed technical documentation for all assigned tasks and projects