Technical Support Engineer 3
Broadcom
- Kalyani, West Bengal
- Permanent
- Full-time
- Resolve customer’s issues via the telephone, email or zoom session
- Reproducing issues in-house and responding back in a timely manner
- Regular follow ups with customers with recommendations, updates, and action plans
- Escalate issues in a timely manner according to standard operating procedures
- Leverage internal technical expertise, including peers, mentors, knowledge base, community forums and other internal tools, to provide the most effective solutions to customer issues
- Create new knowledgebase articles to capture new learning’s for reuse throughout the organization
- Participate in technical communications within the peers to share best practices and learn about new technologies
- Focus on an area of technical specialization and attend technical trainings,
- Read and work with other technical support engineers on cases which will help cultivate that expertise
- 7+ years of work experience in enterprise technical support
- Fluent written and verbal communication skills in English
- Good interpersonal communication and customer service skills are needed to work successfully with customers in high stress and or ambiguous situations
- Strong aptitude for learning new technologies and understanding how to utilize them in a customer facing environment
- Logical approach to problem solving & Strong Troubleshooting experience
- Willingness to work in a 24x7 environment. Flexible to work evening/night hours and weekends long term if required. This may change as per business needs
- Experience in Virtualization & Cloud computing will be preferred
- Certifications (VCP, CCNA, CCNP, MCSE, RHCE etc.)
- Advanced level understanding of at least one of the following technologies and Intermediate level understanding of a secondary technology
- Networking (Layer 2, Layer 3)
- Storage (FC, ISCI, etc.)
- Linux/Windows Server