<システムサポートリーダー> 憧れのIT企業(VISA/リロケサポート有り! #2382)

Creo Consulting, LLC

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Supervise help desk team. Support Cloud Platform products to Japanese speaking clients. 5+ years of providing support to Cloud Provider (AWS, VMware, etc.)

Type of employment: 正社員 / Full Time
Language: English 日本語
Job Description: - Supervise and assist help desk technicians to ensure they respond to inbound calls and tickets in an efficient and timely manner;
- Provide support to customers using Cloud Platform products, solutions and APIs;
- Provide technical assistance and support as part of a global 24x5-support organization;
- Work closely with engineers and product managers to improve the product and make our customers successful;
- Incident Management, Problem Management and Change Management: change requests and incident ticket handling for the remaining Infrastructure Teams;
- Provide technical and developer support to customers using Cloud Platform products, solutions and APIs;
- Follow notification and escalation procedures;
- Follow standards for communications with business involving operational issues;
- Control the queue and assist agents with case queries;
- Be subject matter expert to other agents;
- Share knowledge and educate the agents with product updates and best practices.
Job Location: Austin, TX
Work hours: 8:00 a.m. - 5:00 p.m. (Please ask)
Salary: $100,000 - 115,000 / Year
Holidays/Vacation: Paid Vacation, Sick Leave
Job Requirements: - 5+ years of providing support to Cloud Provider (AWS, VMware, etc.) customers;
- Fluent in Japanese & English;
- Strong knowledge of Linux/UNIX and Windows Server;
- Familiarity with customer management tools such as Salesforce, ZenDesk, etc;
- Familiarity with multi-tasking and multi-processing;
- Experience with VMs (VMware, Amazon EC2, Google Compute Engine, etc.);
- Ability to setup monitoring, conduct performance audit and performance optimization;
- Strong understanding of administration (user accounts, permission models, access control);
- Familiarity with networking (NAT, DNS, firewalls, basic routing, load balancing, etc.);
- Experience troubleshooting Linux performance (CPU, memory, I/O);
- Strong troubleshooting skills and familiarity with common Linux troubleshooting tools (vmstat, iostat, lsof, strace);
- Ability to design, deploy, follow, explain and enhance defined ITIL/ITSM processes;
- Knowledge of Software development processes and methodologies;
- Familiarity with SQL, Cloud Computing, BigQuery, Cloud Storage and CloudSQL;
- Strong business ownership and customer focus;
- Ability to follow and understand a defined ITIL/ITSM process, train other team members, and contribute in process improvement
Benefits: Health, Dental, Vision, Life, Long/Short term, Tuition Reimbursement, Relocation Support

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