Intermediate Technical Analyst – Novell GroupWise Servers

Job Responsibilities
• Participating on an inbound priority based queue to answer telephone based inquiries (and some email)
• Working in a backline capacity doing in-depth case investigations and customer follow up
• Technical mentoring and evaluation of the Tier 1 Technical Support Associates
• Performing advanced troubleshooting of Novell GroupWise Servers related installation, upgrade and/or post-installation issues
• Providing world class customer support and instilling customer confidence while working on an incident, as well as when resolution is unknown.
• Leveraging both internal and external knowledge based systems for assisting customers
• Logging issues and customer information into the Remedy ticketing system and creating knowledge articles and training documentation
Job Requirements
• At least 2 to 3 years of experience in technical support (either in an on-site or telephone/email environment)
• Experience working on an escalation team or in a tier 2/3 environment
• At least 2 years of concentrated experience working with Novell GroupWise servers with SQL and/or DB2
• At least 1 year of experience working with Microsoft Windows OS (2000, XP, 2000/2003 Server)
• A track record of promoting a positive team environment with proven mentoring abilities and a willingness to share knowledge and help educate others in a supportive and positive manner
• A demonstrated ability to analyze complex technical issues and provide full resolution or relief to customers
• Demonstrated professionalism, diplomacy and leadership with a focus on customer satisfaction Assets
• Technical certifications such as MCSE, MCP, CLP(Lotus), or CNA
• Multi-linguistic ability
• Ability to be on 24/7 standby

For interested applicants you may give me a call at +65-6235-5640 look for Grace