Description
Network Support Specialist - Riverbed
Remote working but will require occasional visits to the office in between Glasgow and Edinburgh.
Current Riverbed RCSP certification is a must have. International, prestigious tech firm. £4k sign on bonus!
Qualifications
- MUST hold RSCP certification on Riverbed devices
- Bachelor's Degree
- 2-5 years of experience in a related field
- Highly-developed interpersonal skills; Strong written and verbal communications skills; Strong sense of self-motivation
- Basic knowledge of all Windows Platforms; Knowledge of Internet Browsers (IE, Firefox, Netscape); Basic knowledge of UNIX and Oracle
- New technology developments and expanded support services require continual skill expansion and enhancement, often in an on-the-job environment
POSITION SUMMARY & KEY AREAS OF RESPONSIBILITY:
- Position responsible for timely solutions to complex technical problems regarding Electronic Commerce solutions, often of a critical nature to the customer, are required of this position; Gathers information from a wide range of sources to resolve problems with unknown solutions including internal business units and third party vendors
- Riverbed support
- Responsibilities include ability to utilize the Remedy call tracking system to ensure prompt response to customer inquiries; Document, verify, and make appropriate corrections to the incident record and customer profile; Write and/or create technical documents; Contributes to recommendations on process redefinition to adapt processes to solutions
- Works on multiple projects or a project with global scope; Manages all phases of a project; Owns the overall management of the project, coordinating resources across organizations and managing to timeline
- Coordinate and develop problem isolation plans and/or personally solve customer problems when appropriate; Assemble and assess solution alternatives; Develop and document procedures for support and operations; Ensure processes adhere to all regulatory requirements; Provide control and follow-up for the customer
- Responsibilities include remotely coordinating the resources required to manage problem resolution for our products and services; Managing necessary resources and/or provide additional technical/functional knowledge necessary to resolve customer's (both internal and external) problems; Position will work directly with Remote Resolution Specialists, customers, or Customer Engineers to understand the problem, and retrieve complex known solutions using available systems, tools, and resources to resolve the customer's problems.
- Responsibilities include owning the problem resolution process including identifying and project managing third party suppliers, providing control and follow-up for the resolution activities, and as appropriate, personally solving the customer's problem; Assess the risks, business impact (including financial) and technical resource impact of the solution alternatives; Evaluate performance and provide feedback for the supplier performance, process improvements, and case documentation
- Participate in pre-sales activities as needed to determine technical feasibility and supportability, and this includes the bid review process; Review the Knowledge Base and utilize experience to identify trends, anomalies, and patterns, and communicate results
- Create experienced-based case candidate knowledge for inclusion in the Knowledge Base; Use available systems and information tools to identify and effectively match customer problems to documented solutions; Identify patterns, provide feedback, and make suggestions for process, project, system, tool and organizational improvements; Participates in requirements gathering process and user testing
- Participate in team meetings and activities; Participate in objective setting, performance management, reward, and recognition programs; Participate in special projects to continuously improve processes, tools, systems, and organization
- Position may often work in a team environment with Technical Support - Operations personnel, third party suppliers and the Customer
- Use available systems tools to assess data; Identify patterns, provide feedback, and make suggestions for process, product, system, tool, and organizational improvements
- Contribute as a team member; Participate in team meetings and activities
- May require rotation in work hours, pager rotation, and or extended hours, as needed, to accommodate customer needs
- Work may span multiple time zones, cultures and countries, and varying levels of management associated with multiple Customer personnel, internal organizations, and third party suppliers
Home based, Salary is £38k plus £4k sign on bonus plus 15% shift allowance
RIVERBED RCSP