To apply for this role please send your CV, along with a covering email, to careers@ntteuropeonline.com.
Job Purpose
The Customer Support Engineer is responsible for the day-to-day Support of NTT Europe Online’s Enterprise Hosting customers by proactive response to monitoring alerts and communication with customers via telephone, e-mail and tickets via the customer portal. The role will include First Line Support of Servers, Load-balancers, Firewalls, NAS (Network Attached Storage), Content Delivery and other devices. The role will also be responsible for managing escalations to other parts of the NTT Europe Online Operations organisation to ensure the prompt and satisfactory resolution of Customer Support cases.
Responsibilities and Duties
- Provide Support for NTT Europe Online’s customer base via telephone and email
- Support, maintain, and improve customer services
- Provide accurate and timely diagnosis and rectification of customer faults
- Resolve or escalate problems and service requests according to established procedures
- Work proactively to ensure prompt resolution of support cases and the highest possible levels of customer satisfaction
- Following training, demonstrate clear skills with NTT Europe Online-employed technologies.
This is not a full definition of the role but covers the main aspects and drivers for success.
Skills and Experience
You must be able to demonstrate good technical skills in the following areas:
- Microsoft Windows Server 2003 (Standard and Advanced Servers)
- Linux (preferably Redhat Enterprise and Debian)
- Solaris
- Microsoft Internet Information Server (IIS)
- Apache
- DNS
- Working knowledge of TCP/IP and server load balancing
- Working knowledge of Veritas Netbackup
The candidate does not require the following, but it would be an advantage:
- Microsoft Windows Server 2000
- Experience with Nokia’s IPSO and Check Point products
- Networking experience
- Exposure to IBM server, Sun Server, Alteon load balancers and NetApps product ranges
Education
Degree in relevant technical discipline or relevant industry experience