Symentec大陆招聘高级技术支持工程师

azpc

Offer RMB200~300K，工作在北京

Position 1
TSE(English/Cantonese)
Qualifications:
Bachelor’s degree, applicable certification or equivalent experience required

2-4 years -- Previous knowledge of any of core Network products.  Experience in a high volume/support environment.  Knowledge of Server hardware.  Demonstrated strong customer service/support skills such as active listening, good verbal and written communication.  Able to multi-task across several open cases and manage and priorities own time.  Accustomed to conducting research to find answers to questions and solutions to problems from various sources.  Evidence of establishing technical credibility with a wide range of customer contacts with the ability to modify behavior/approach to suit customer interaction.  Ability to provide Coaching/Knowledge Transfer Ability.

Responsibilities
This is primarily a phone support position.  The Support Engineer functions as a member of the Global Technical Services Organisation, addressing technical product questions or resolving technical problems.  The Support Engineer has two primary responsibilities.  First and foremost is to ensure that Network customers receive professional and helpful responses to their support requests.  This may include being assigned to a high-profile or high-risk customer, or to a customer who implements Network products in an extremely large or complex computing environment.  Second, is to continually participate in building the capability and capacity of the Technical Services Organisation. Responds to inquiries from corporate MIS customers, resellers, partners, consultants, development and/or maintenance teams via telephone, electronic services. Ensure that all communications will be handled promptly, professionally and courteously. Gathers and records detailed information from customers to assist in problem identification and resolution, exercises independent thinking in trouble resolution skills.  Resolves escalated complex customer issues in a timely fashion. Collects information related to product enhancement requests as well as fully documenting software problems from customers. Works on various projects such as writing documentation, training of other employees, conducting research on customer problems and other duties to directly related to supporting customers.

Organizational position
This is primarily a frontline phone support position (50% phone) with research done to investigate single customer issues.  

Success Factors

Required Attributes:
Highly knowledgeable on  product(s) supported
Possesses practical hands-on oriented knowledge
Has demonstrated system administration skills in Unix and Windows
Capable of working with related hardware systems such as tape drives and libraries
Possesses specialized knowledge in either documentation, testing, or programming
SQL and scripting capabilities
Demonstrated capabilities in database administration
Demonstrated ability in SAN
Demonstrated ability with OS related applications (MS Exchange, Oracle DB, etc)
Knowledgeable on large/complex network topology and computer systems
Capable of working with Unix on multiple hardware platforms
Familiar and comfortable with the technical support process
Substantial knowledge of computer technology, such as DNS, host files, and IP addressing
Knowledge of business processes and how NETWORK products are used within client environments

Personal Attributes:

Problem Solving/Analytical Skills
Effective Communication (typing skills, verbal and written)
Customer Focus
Teamwork
Enthusiasm
Flexibility
Results Focused
Focus on Relationships
Organisational Skills
Expertise (maintaining professional in own discipline)

Knowledge Attributes Required:
Advanced Windows Server OS (2000 and later)
Advanced Windows Client OS (XP, 200 Workstation)
Networking/TCP/IP/SMTP/Advanced Routing/Firewalls/Switches
Advanced Email system administration knowledge (Multiple)
Advanced Directory services knowledge (Multiple)

Core dump, User Dump and advanced log analysis
Basic programming skills
Industry Certifications (MCSE, CNE, CSP)
Troubleshooting Tools (Filemon, Regmon, Windbg, etc)

Knowledge Attributes Preferred:
Intermediate Windows Server OS (2000 and later)
Intermediate Windows Client OS (XP, 200 Workstation)
Intermediate NetWare Administration
Advanced Unix Knowledge (at least one)
HPUX/SCO/Solaris
Advanced Linux Knowledge (at least one)
Redhat/RedFlag
Hardware (SCSI, Storage devices, SAN, Clustering, Tape Devices, Libaries)
Advanced Database knowledge (at least one)
MS SQL/Oracle/Rman/DB2
++++++++++++++++++++++++++++++++++++++++++++++++
Position 2
Sr. TSE
Qualifications:
Bachelor’s degree, applicable certification or equivalent experience required

4-6 years

Entry point for L2
• Troubleshooting, deductive reasoning, proven judgment
• Real world skills such as IT professionals, network administrators, etc.
• Bachelors degree in Computer Science or a related field. Equivalent experience of 3+ years managing enterprise networks or administrating security software will be considered.
• Proficiency in contemporary operating systems, advanced networking concepts, and computer security concepts
• Possess various industry certifications - A current industry certification (MCSE, CCNA, CISSP, RHCE, RHCT) is preferred.
• Negotiation, Priority setting, Time Management
• Written and verbal communication skills
• Well rounded understanding of Network products and in-depth knowledge of a subset of products.
*Provide help, training and mentoring to L1 and the regional support centers.

Responsibilities

The Senior Support Engineer has an understanding of all Network products in their competencies and in-depth knowledge of several products and/or platforms.  The individual is highly experienced in multiple platforms and completes assigned duties with minimal direction from Technical Services Leadership.  Routinely acts independently while researching and developing solutions to customer issues.  Sought by others to provide specialty knowledge to assist them in problem solving.  Routinely monitors and develops electronic content to enable customer self-sufficiency.  The Sr. Support Engineer has three primary responsibilities.  First and foremost is to ensure that Network customers receive professional and helpful responses to their service requests.  Second, is to continually participate in building the capability and capacity of the technical support organisation.  Third, is to make a contribution to the development and improvement of Network products.  

Organizational position
This is primarily an advanced frontline phone support position with additional research done to investigate customer issues. (40% phone) It could also be an entry level backline position (20% phone)

Success Factors

Required Attributes:
In-depth knowledge of Networking environments
Knowledge of Network product(s) supported
In-depth knowledge of Storage environments
Demonstrated hands-on technical knowledge
In-depth System Administration skills in Linux, Unix or Windows Operating Systems
Strong, demonstrated customer service/support skills
Ability to “read” the customer and adapt behavior / approach
Proven Customer communication skills
Scripting experience
Industry recognized Certifications and Network product Certifications
Ability to establish technical credibility with a wide range of customer contacts

Personal Attributes:

Problem Solving/Analytical Skills
Effective Communication (typing skills, verbal and written)
Customer Focus
Teamwork
Enthusiasm
Flexibility
Results Focused
Focus on Relationships
Organisational Skills
Expertise (maintaining professional in own discipline)
Coaching/Knowledge Transfer Ability
Influencing/Negotiating
Escalations Management

Knowledge Attributes Required:
Expert  Windows Server OS ,  Microsoft applications (SharePoint, DPM, MOM, SMS) knowledge
Expert Windows Client OS (XP, 200 Workstation)
Advanced Unix Knowledge (Multiple)
Advanced Linux Knowledge (Multiple)
Networking/TCP/IP/SMTP/Advanced Routing/Firewalls/Switches
Advanced Database knowledge (at least two)
Advanced Email system administration knowledge (Multiple)
Advanced Directory services knowledge (Multiple)
Active Directory
Core dump, User Dump and advanced log analysis
Intermediate programming skills
Industry Certifications (MCSE, CNE, CSP)
Troubleshooting Tools (Filemon, Regmon, Windbg, etc)
In-depth Knowledge of Network product to the level of understanding the modules in the product and their interactions with each other and the Operating System

Knowledge Attributes Preferred:
Intermediate NetWare Administration
Hardware (SCSI, Storage devices, SAN, Clustering, Tape Devices/Loaders)
Intermediate Database knowledge

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bulaohu

原帖由 azpc 于 2007-8-5 15:36 发表
In-depth System Administration skills in Linux, Unix or Windows Operating Systems

Interesting, why would Symantec want people with Linux/Unix admin skills? Their customers are all Windows based.

tomtom

原帖由 bulaohu 于 2007-8-5 16:17 发表


Interesting, why would Symantec want people with Linux/Unix admin skills? Their customers are all Windows based.

是不是Veritas based product啊？

yangmww

就是veritas啊！好亲切啊。我同学上个星期问我你原来的职位找人，你回不回来呢。这么快这里就贴出来了。世界真小。