Job Description:
Manage support issues directly related to the use, support and implementation of products and solutions with effective customer skills required on-site, over the phone, and online to ensure the highest level of customer satisfaction by understanding and identifying the customer’s complex network.
Effectively interact with the engineering teams to provide solutions to complex technical issues.
Provide Phone and email support for designated PSP customers
Must be available to travel to customer sites for quarterly visits
Share best practices with TAM members to enhance the quality and efficiency of support
Attempt first call case resolution, software/network troubleshooting and proactive support services.
Maintain and expand working knowledge of current products as well as their integration and methods of support delivery
Assist in the development of the knowledge base by keeping the solutions database up to date.
Any other ad hoc duties as required and defined by management
Requirements:
You should have technical skills, knows the security information technology. In the other hand, he should have good client facinng skills.
MCP/MCSA certification on Windows NT 4.0 or 2000/2003
Minimum 2 years basic hands on experience in the high tech industry
Minimum 2 years basic knowledge of Microsoft Windows NT/2000 or UNIX (AS/400 or S390) Operating Systems.
Trend Product TCSE (L2 certified) for any or all Trend products would be an advantage
Minimum 2 years experience in one or more of the following: Server/Desktop Operating Systems, Networking Architecture, Messaging Servers, Firewalls, Inter-relational Products and Peripherals customized to each client network.
Minimum 2 years experience basic troubleshooting and management experience in multi-protocol (TCP/IP) routed network environment
One or more of the following certifications or related experience: MCSE Certification NT 4.0 or MCSE 2000 Certification, UNIX System Administrator/Solaris Administrator, Certified Lotus Professional, CNE or CAN

Strong multi-tasking and problem resolution abilities
Ability to effectively instruct or guide customers onsite, online and via telephone
Ability to manage own time effectively
Quick learner with desire to learn new tools and techniques
Strong verbal and written communication skills, customer service, account management and negotiation skills with the ability to interface with a diverse set of clients
Excellent English written and spoken communication skills
Previous experience working with multi cultural teams

Qualifications/Education/Experience:
BS degree or equivalent combination of education and technical support experience in computer systems and/or computer networks


Location: France _ Rueil Malmaison
Excpected Starting date: September 2009
Package : up to 55 k€ on 80 base, 20 Variable


Abraxas plc is a leading specialist recruitment agency for the IT industry. Abraxas is also one of the founding members of The Association of Professional Staffing Companies (APSCo). Due to the high level of applications we receive, please be aware that you may not hear from us immediately, as we can only respond to those applicants whose skills and qualifications are suitable for this position. If you would like Abraxas to help you find a similar position, or for a complete listing of all our current vacancies, please visit our website at www.abraxas.com and register your details. Please note that no terminology in this advert is intended to discriminate on the grounds of age, and we confirm that we will gladly accept applications from persons of any age for this role.