Support Manager

2 tygodni temu


Wrocław, Województwo dolnośląskie, Polska Experis ManpowerGroup Sp. z o.o. Pełny etat
Job Tasks:
  • Responsible for all work performed by the support organization
  • Responsible for the Support work processes/tools and their implementation, documentation and continuous improvements
  • Handle emergency support calls during working hours (On-duty phone)
  • Handle incoming product support tickets in Jira Service Desk until resolution
  • Clarifying incoming support tickets and making sure all required information is available
  • Reproduce incoming support cases before handing them over to the Development teams and help find temporary or permanent workarounds
  • Assists the development teams with customer interaction including debugging, information gathering etc.
  • Work closely with Product Owners to ensure a correct prioritization, timing and need for maintenance releases
  • Facilitate re-occurring support status meetings with customers (as needed)
  • Maintain and update customer access, contact information and SW version usage (SW Versions Inventory on Confluence)
  • Maintain Support web page
  • Participate in the OSS/BSSUser Forums
  • Create and distribute product licenses to customers
  • Keep up to date with our products, dependent products, and technologies
  • Participate in reviewing changes to customers documentation (user guides, white papers, release notes)
  • Be an ambassador for the company and the products provided
  • Be part of the 24/7 On-duty if agreed with your manager
Requirements:
  • Experience in handling emergency support
  • Wireshark, tcpdump
  • Troubleshooting
  • Knowledge of networking issues (e.g. IP, switching/routing, Ethernet, PON, MPLS, IP, TCP)
  • English (B2+/C1)
  • CCNA certification (nice to have)
  • Scripting experience in TCL, Python (nice to have)
What We Offer:
  • Employment contract
  • Hybrid work mode
  • Central office location in Warsaw with easy access to public transport
  • Free access to the gym, bike parking/showers in the office building, with shops and restaurants inside
  • Medical care (LuxMed)
  • International working environment
  • Access to the Udemy learning platform
The offer applies to permanent work.
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