Description

Client Technical Support Engineer Amsterdam, The Netherlands

The client is pioneering e-Education across the globe. Our academic and commerce suites of products, targeted to schools, colleges, universities, corporate and government markets - deliver on the promise of the internet for online teaching and learning, campus communities, campus commerce services, and the integration of Web-enabled student services and back office systems.

They are looking for a motivated, Technical minded and customer service focused Client Support Engineer to join our Amsterdam based Client Support team.

RESPONSIBLITIES:

" Provide mutli-level troubleshooting and technical support to Tier 1 Technical Support Engineers via phone and email. Provides guidance on the application and technical environments. " Work closely with new/existing external customers on more complex technical issues as well as act as interface between clients and product development/engineering/third party vendors " Work closely with Product Development and implementation teams to resolve client issues " Provide fault reproduction and troubleshooting, system characterization and analysis, root cause analysis of product issues, bug tracking and resolution " Prioritizing numerous issues of varying severity, and effectively managing the resolution of all issues within accepted service levels. This includes ownership of the data entered into the CRM system and appropriately updating both client and appropriate our clients employees of status of all issues on a timely basis. " Analyzing technical trends with our client solutions and provide appropriate feedback to Engineering Services and Client Support management. " Creates and manages technical environments within the Client Support organization to replicate and diagnose customer issues. " Draft, review, and issue product bugs/fixes into the Knowledge Base Open Case(s) using client ticket tracking system. " Represent Client Support department in various product meetings or reviews, with both internal product management teams as well as external clients

REQUIRED SKILLS: " Proficiency in programming in an Object Oriented language, preferably Java " Proficient with multiple computer operating systems - UNIX/Linux and Windows " Experience with configuring multi-node environments which run Enterprise level applications. " Proven ability to configure and maintain a Load Balanced environment. " Extensive experience with overall Application Server maintenance including Operating System installs and upgrades. " Successful completion of courses covering or have work experience with the following:

o Object Oriented programming o Data Structures o Analysis and Design of Algorithms " Knowledge, exposure, and/or experience through academic or professional work in the following: o Software Engineering Principles o Database Design o Web application development (preferably in Java/JEE) " Excellent analytical and problem solving skills. " Excellent interpersonal skills and ability to work in teams " Exceptional listening, written and verbal skills " Preferred fluency in Dutch, Spanish or French in addition to English
" Be eligible to work in the European Union DESIRED SKILLS: " Data networking knowledge to include routers, configuration, and operation. " Familiarity with maintaining Application Servers in a Java application environment. " UNIX and Windows NT administration skills " Basic knowledge of web technologies (HTML, CSS, Javascript, HTTP) " Struts, Tomcat and Weblogic a plus
The client encourages its employee's to continually learn and develop their career and this role will allow you to focus on developing your Java proficiency. We will work with employees I this position to develop a path to a Software Development position in 18 months or more.