Duties and Responsibilities:

• As part of a large international support delivery organization, provide technical support to customers with solutions based on predominately Linux, NetWare or MS Windows server platforms. The position clearly requires exceptional troubleshooting skills, and (outstanding customer) communication skills.
• Responsible to understand and troubleshoot customer issues covering a broad range of product areas and provide accurate and timely resolution to customer's issues.
• Prevent customer issues by writing technical documents of known issues which gets published externally on Novell's support Website.
• Work closely with escalation engineers to facilitate successful knowledge flow.
• Actively contribute to the success of the organization.

Required Skills:

• Bachelor degree in a technical field or actively pursuing a technical degree or equivalent experience.
• Experience in installation, configuration and troubleshooting (System Administration) on  products ( eDirectory/IDM, GroupWise). Knowledge of other platform such as Windows NT/2000/2003 and Linux/Unix.
• Must have hands on troubleshooting experience at Servers level (Novell/Linux/MS windows server). Knowledge of handling server level issue on Microsoft or other platform will be added advantage.
• Troubleshoot and provide accurate and timely resolution to customer issue via telephone & electronic mediums such as email and chat.
• Prevent customer issue by writing technical documents and sending helpful technical information to customers.
• Able to work cross-functionally within an organization.
• Highly organized, punctual and has identifiable ability to prioritize tasks and responsibilities, establishing goals on a continual basis in order to facilitate completion of tasks and responsibilities.
• Displays ability to understand team concepts, function as a team member and develop and maintain an open line of communication with team members.
• Good communication skills
• Able to demonstrate excellent customer skills.

Desired skills:

• Prior technical support experience.
• Novell CNE, Novell MCNE, Novell CDE, CLA, CLP, CLE, LPI
• RHCE / Sun Solaris .
• MCSE, MCP.
• CCNA, CCNP certifications.