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Job Description:
Technical Support Engineer
If you're looking to energise your career, now is a great time to join Broadcom. As a leading provider of data centre networking solutions, BSN helps organisations around the globe achieve their most critical business objectives.
Job Description:
- The Technical Support Engineer is a direct resource to answer customer technical inquiries (phone, email and web), and must have the ability to effectively communicate to both customers and internal personnel while working under pressure.
- The Technical Support Engineer documents client calls / cases in the CRM database; provide troubleshooting skills; lab replication and research for more difficult problems; ensure customer expectations are properly managed, and that technical issues and needs are resolved to the customers’ satisfaction in a timely manner.
- The Technical Support Engineer is required to duplicate reported problems in lab and escalate identified problems to the next level Sustaining Engineering team for further resolution investigation and resolution.
- The Technical Support Engineer is required to confirm that software fixes received from Sustaining Engineering to be tested in his lab for problem fix confirmation prior to issue a software patch.
- The Technical Support Engineer will be involved in the creation and completion of department and individual goals and fulfilling all services requests received from customers.
Responsibilities include:
- Provide technical expertise in resolving Storage Area Network (SAN) product issues.
- Provide support to direct customers, resellers, OEM and field personnel in resolving company product related issues.
- Work in the support lab environment for problem replication as required.
- Document sequence of events related to resolving customer technical issues.
- Analyse data traces from protocol analysers.
- Define and manage problem resolution plans and communicate closure/resolution to partners and customers.
- Record, update and manage all assigned service requests leveraging Broadcom’s’ CRM database.
Skills and Experience:
- BS or MS degree in Electrical Engineering/Computer Engineering and equivalent work experience.
- Excellent working knowledge of networking technologies and protocols.
- Understanding of SNMP monitoring and management.
- Good knowledge of Linux / UNIX servers.
- Scripting knowledge is desired.
- Ability to rapidly adopt new technologies.
- Excellent customer communication, problem solving, planning and organisation skills.
- Excellent technical troubleshooting skill.
- Proven background in providing technical support.
- Works cooperatively with others as a teammate to achieve results, build morale, and celebrate the successes of others.
- Addition written and spoken European language is desired.
Physical requirements:
- Frequent use of mouse and keyboard.
- Frequent phone usage.
- Occasional lifting up to 5Kg.
Able to be flexible for shift rotation including a regular weekend day, and occasional working on public holidays.
Broadcom is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, or national origin.
Broadcom is proud to be an equal opportunity employer. We will consider qualified applicants without regard to race, color, creed, religion, sex, sexual orientation, gender identity, national origin, citizenship, disability status, medical condition, pregnancy, protected veteran status or any other characteristic protected by federal, state, or local law. We will also consider qualified applicants with arrest and conviction records consistent with local law.
If you are located outside USA, please be sure to fill out a home address as this will be used for future correspondence.
