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Premium Technical Support Engineer en Madrid

Descripción del empleo

Job Description:

Micro Focus is one of the world’s largest enterprise software providers, delivering the mission-critical software that keeps the digital world running. We combine pragmatism, discipline, and customer-centric innovation to deliver trusted, proven solutions that customers need in order to succeed in today’s rapidly evolving marketplace. That’s high tech without the drama.

Currently, we are looking for an experienced that will be working with one of our biggest clients from banking area in Madrid. The role will be focused on managing the onsite delivering of software services, pre-sales, post-sales or service delivery support, installation and configuration for customer environments. The job solves various business systems, networking and applications problems for standard industry servers, specialized or complex clustered environments. The successful candidate will deliver reactive and proactive activities according to Service Level Agreement to ensure customer satisfaction and loyalty. S/he will also provide direct post-sales systems on-site technical support for reactive and proactive customers.

Responsibilities:

  • Apply deep and broad technical background and knowledge of industry trends to operate critical or high-risk technology areas/customer groups.
  • Integrate technical knowledge and business understanding to create solutions for customers.
  • Mentor/consult with team members, other organizations, customers, and vendors on the most complex issues.
  • Resolve technical and business incidents independently. Mentor/assist less-experienced team members on complex incidents
  • Provide expert consulting on a specific technology, application, service offering or market segment.
  • Deliver strategic account support through proactively maintaining high-level technical, operational expertise and understanding of industry trends.
  • Anticipate, understand, and position the perception of system problems and deliver service needs at different management and functional levels.
  • Lead Mission Critical delivery team in planning, delivering, and managing complex support Design, deliver, and manage delivery of industry specific solutions.
  • Maintain high-level expertise in area of focus and stay abreast of future technology directions
  • Create and deliver Value Based Delivery (VBD) plans for assigned accounts.
  • Lead Customer Expectation management as part of escalation process.
  • Consult with executive customer management to achieve IT operations excellence.
  • Contribute to tasks outside normal Mission Critical Support Specialist/Mission Critical account support or geographic (district or country) scope.
  • Analyze the customer's business, organization, and information systems need.
  • Develop and grow assigned customer account relationships with complex and strategic accounts.
  • Act as trusted advisor in the consultant role for customer and the company's sales teams.
  • Anticipate, understand, and position the perception of system problems and deliver service needs at different management and functional levels.
  • Lead Mission Critical delivery team in planning, delivering, and managing complex support Design, deliver, and manage delivery of industry specific solutions.
  • Maintain high-level expertise in area of focus and stay abreast of future technology directions.
  • Create and deliver Value Based Delivery (VBD) plans for assigned accounts.
  • Lead Customer Expectation management as part of escalation process.
  • Consult with executive customer management to achieve IT operations excellence.
  • Contribute to tasks outside normal Mission Critical Support Specialist/Mission Critical account support
  • Education and Experience Required:

  • Bachelor's degree preferred or Associate degree holder (technical field) with ideally 8+years working experience in related fields desired.
  • Knowledge and Skills:

  • In-depth knowledge of company and industry standard networked computing environments, operating systems, and applications (COBOL)
  • Expert skills in project management, analysis, communication, presentation, innovation and negotiation, ideally at international level
  • Broad knowledge of corporate policies, products, markets and processes, as well as an understanding of business management principles and practices.
  • Thorough knowledge of company products and services offerings, company organization, competition, third party products and market trends.
  • State-of-the-art technical, functional or business knowledge.
  • Expert in one or more industry or advanced specialty areas.
  • Anticipate Customer needs, develop proposed solutions, and build consensus with customer key decision makers.
  • Capable of consulting with Customers for process design, development and implementation.
  • Thorough understanding of change management process and procedures.
  • Delivery expertise in at least two or more specific specialty skills. Eg. (ITIL, performance, Change management).
  • Mission Critical and ITIL certifications.
  • Fluent Spanish and English
  • #LI-ER1

    Información extra

    Status
    Activa
    Estudios requeridos
    Otros
    Localización
    Madrid
    Horas a la semana
    8 - 40
    Tipo de contrato
    Tiempo completo
    Publicado el
    06-04-2021
    Tipo de trabajo
    Marketing / Publicidad
    Carnet de conducir
    No
    Vehículo
    No
    Carta de motivación
    No
    Idiomas
    Inglés

    Topjob | Madrid | Trabajo de marketing | Tiempo completo | Otros

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