SDL Language Technologies is a leading global provider of software technologies and solutions in our domain.
We are seeking an experienced Support Engineer to work in the Information Technology team. We are looking for a highly analytical and articulate individual to work in a busy team providing high-quality technical support for our hosted application servers. The successful candidate will have hands-on experience with all aspects of Data Center operations, and a background in software development. The candidate will thrive in a challenging environment where they will be required to balance the need for performing critical maintenance tasks on servers along with undertaking the lead on improvements to the environment.
Key Responsibilities:
· Provide real time response/resolution to escalated customer support inquiries
· Interact with our internal teams over the phone, e-mail and remote sessions
· Diagnose problem causes and provide solutions, proactive problem management
· Ensure continuous monitoring of customer issues until they are resolved
· Create process documentation where no document may exist
· Work closely with 1st line support and internal development teams
· Ability to test new product releases/patches and provide feedback to development
· Ability to identify trends and suggest improvements or areas for further investigation
· Monitoring server estate and react to alerts
· Maintain a good knowledge of IT technologies and developments
· Carry out proactive hardware maintenance for all hosted equipment
Skills & Experience:
· Excellent verbal and written communication skills in English
· Experience in a commercial hosted/data centre environment
· Experience in software development or QA environment. Must have advanced knowledge of Perl. Experience with Python, C/C++, Java and/or Ruby a plus
· Excellent problem solving skills and an eye for detail
· Excellent VMware skills encompassing vSphere 5
· Ability to comprehensively document an end to end process
· Ability to multi-task, effectively schedule, work under pressure and meet customer Service Level Agreements
· Ability and willingness to learn new technology in a fast moving environment
· Experience with computer-aided translation software, ideally with SDL Trados tools, would be a distinct advantage
· Good skills in: Active Directory, Group Policy, networking including TCP/IP, subnets, DHCP and DNS
· Experience in: Apache Tomcat, Windows Server operating systems (2000-2008)
· Linux (Redhat, CentOS, Fedora)
· SAN experience, preferably Network Appliance
· Cisco Networking experience
· Monthly patching/updating for Windows, Linux, Oracle etc.
· Applying maintenance to firmware and iLO packages
· Maintaining and updating Disaster Recovery Plans
· Experience with backup software, preferably NetBackup
Industry: Software
Discipline: Software Development
Experience: 5 - 7 Years
Compensation: --
Company: SDL Language Technologies