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ADDM Admin - Support

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  • IT
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Job Details

Job DescriptionPosition SummaryThe Technical Support Engineer is responsible for providing a high level expertise to supportthe ADDM product for Enterprise customers. The Job Scope includes trouble-shooting issuesrelated to the ADDM product on multiple operating systems, databases and networks, toprovide a timely and accurate response to our customers. Report and validate designdefects and enhancement requests.Duties/Responsibilities of Position- Provide Level-2 and Level-3 support for ADDM.- Respond to and resolve all customer technical issues (via phone, e-mail, web)- Work with engineering team on customer escalations and help them fixing issues.- Maintain high level of customer satisfaction- Maintain clear and concise ticket documentation with all required data and fields- Escalate service requests and issues appropriately to engineering team.- Exercise independent thought within defined procedures and practices- Manage priorities and act on factors that create priorities- Prepare for and support new products within technical area- Generate Knowledge Base entriesPosition Specific Skills/Education- BS degree in CS/EE or equivalent experience- Excellent written and verbal communication skills- Strong debugging/troubleshooting skills- Overall experience of 4-5 years in IT industry and BMC products.- Knowledge of ADDM application, experience of 3-4 years.- Experience with administration of Windows 2003/XP and UNIX (HP-UX, AIX, Solaris,Linux)- Familiarity with HTML, XML, Java (runtime)- Database experience, specifically Oracle and MS SQL- Directory Service/LDAP, specifically Active Directory- Networking Experience working knowledge of TCP/IP, SNMP, firewall, proxy, etc..
Degree: MCA/ PGDCA

Additional Degree: BE/ B.Tech (Engineering)

Experience: 2-7


Application Programming | Business/Systems Analysis | Network Administration | System Administration
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