Technical Centre Support Agent

Main Responsibilities:

• Serve as the primary point of contact for DCG hardware, software, and overall problem resolution responsible for end-to-end case management
• Logged into telephony system and perform direct contact centre role via phone, eTicketing, chat, and forums
• Collaborating with peer agents, Level 3 OEM agents, and hardware and software development teams
• Resolve complex, collaborative calls working with Level 3 teams and Hardware/Software development teams, as well as hardware problem determination and hardware services delivery providers
• Recreate customer issues when needed, using logs, system management tools, and industry standard problem resolution tools and protocols
• Generate accurate, high quality trouble ticket, incident documentation, and knowledgebase updates, as well as other customer and problem documentation as required

Requirements:

• English & Russian ( any other European languages would be an advantage)
• Prior experience as a Level 2 contact center agent, or equivalent experience
• Experience troubleshooting from a solution level for appropriate data collection (logs) and isolation
• Technical knowledge of Nutanix, VMware, Microsoft, Red Hat or SUSE operating systems ( any other OS would be an advantage)