At Micro Focus, everything we do is based on a simple idea : The fastest way to get results is to build on what you have.
Our software solutions enable organizations to do just that. Secure and scalable, with analytics built in, they bridge the gap between existing and emerging IT fast-
tracking digital transformations across DevOps, Hybrid IT, Security, and Predictive Analytics. In the race to innovate, Micro Focus customers have the clear advantage.
Our portfolio spans the following areas : DevOps IT Operations Cloud Security Info Governance Big Data, Machine Learning, & Analytics
Job Description :
Provide technical support for Micro Focus customers using GWAVA, Retain, GroupWise, GroupWise Mobility Service (GMS), Instant Messenger, Vibe and Filr solutions.
Duties & Responsibilities :
Troubleshoot and resolve complex, critical and sensitive support issues over the phone and electronically, (eg. Chat, email, and / or remote access to customer systems).
This could also include on-site visits
Duplicate customer issues using customer and in-house systems setup in order to identify and isolate issues
Clearly communicate symptoms and known contributing factors to other team members for collaboration and escalation purposes
Effectively communicate technical information to customers with varying technical backgrounds
Document solutions to known issues for internal and public use
Management of Service Request status and activity reporting for customers and management
Availability for occasional on call or scheduled shift work to cover after hours and weekends
Experience in Wireless / LAN network environment deployment, management and maintenance
Familiarity with basic networking
Experience with mobile device security and connectivity
Administration skills on Linux / windows systems
Setup and maintain systems for customer issue duplication and testing
Triage, prioritize, and manage customer Service Requests including the customer condition (political environment) as well as the and computer problems
Operational management of clients (e.g. help loading new data, maintaining and validating dashboard / report outputs, etc.)
Maintain inventory of computer, network, and electronic gear
Effective ticket queue management providing investigation prioritization, continuous and timely updates to customers.
Take ownership to resolve customer issues in accordance with service level agreements (SLAs) balancing speed and quality.
Work with sales teams and partners to gather escalation information and customer / business impact.
Required Skills :
Ability to provide accurate and timely resolutions to customer issues over the phone and electronically
Outstanding customer service skills
Attention and aptitude for quality and continuous improvement
Excellent analytical, interpersonal, communication, and technical writing skills
Ability to analyze complex issues, identify alternative solutions, and make logical decisions based on overall customer needs
Ability to prioritize tasks and manage time efficiently
High level of initiative and self-motivation
Must work well in a team environment
Ability to receive, process, and act on instruction from senior team members and management
Desired Skills :
Experience with GroupWise, GMS, Retain, GWAVA, Vibe and Filr or equivalent messaging and collaboration solutions
Background in configuring, administering and troubleshooting Linux, OES, IOS, Android and Windows Systems
Customer Support and / or IT Administration experience preferred
Experience effectively collaborating with team members
CNE, CDE certification is strongly desired
CLP, CLE certification and / or practical experience with Linux is desired
Experience with tools associated with Technical Support (eg. CRMs, remote management tools, bug tracking systems, knowledge management systems, etc.)
Familiarity with SaaS and Cloud based messaging and collaboration solutions from other vendors
Minimum Qualifications :
Bachelor's degree in Information Systems, Computer Science, Electrical Engineering, or similar technical field or equivalent experience
Experience with or working knowledge of database technologies, including SQL
Experience configuring computer networks including DNS, Microsoft Group Policies, workstation inventory and imaging, mobile device integration, etc.
Extensive PC experience
Experience with multiple network operating systems such as OES, NetWare, Linux, and Windows
Ability to travel to customer's locations and resolve technical issues while maintaining good relationships with customer and internal constituents
Available to work weekend and after-hours shifts