Service Center Technical Engineer

hace 2 semanas

San José, Costa Rica Micro Focus A tiempo completo

**_ Responsibilities: _**
- Integrates technical knowledge and business understanding to create superior solutions for the company and for customers.

Incident Management:

- Resolve single
- and cross
- technology incidents independently.
- Work with team members to resolve unusually complex or cross
- technology incidents.

Escalation Management:

- identify, manage, and lead escalations through L3.
- Work with others to help manage escalations through L5.

Problem Management:

- Proactively and reactively look for solutions to prevent problems from occurring in team/technology area.
- Change Management/Implementation: Independently review, implement, and verify changes/solutions of high complexity and risk to meet customer and/or trade/IT infrastructure needs.
- May lead or participate in a Change Advisory Board.

Patch and Security Management:

- Proactively monitor the environment for patch compliance.
- Analyze patches for compatibility with each customer or internal infrastructure environment.
- Configuration Management: Ensure Configuration Management Database (CMDB) entries are complete and accurate.
- Solution Design: Applies the company solutions to meet highly complex customer and/or trade/IT infrastructure needs.

Quality:

- May provide feedback/influence change in internal and/or vendor-provided products/service offerings.

Project Management:

- Participate, propose, and/or lead customer and internal projects across technology customers and/or internal businesses/end users areas, including transformation.

Customer Relationship Management:

- Influence with customers and/or internal businesses/end users regarding operational details, solutions, and proposals.
- Becoming a trusted advisor to the customer.

Teamwork:

- Work as part of a team, which may be virtual, global, and/or multi-functional.
- Lead teams which address operational processes and policies in work area.
- Seen as a resource to the team in one or more technical or business areas.
- Becoming a trusted advisor inside and outside the team/technology area.

**_ Education and Experience Required: _**
- Bachelor's degree in Computer Science, Engineering, Business, or related field or equivalent work experience.
- May have Master's degree in related field.
- Often holds entry-level certification(s) in work field.
- May hold intermediate-level certification(s) in work field.
- Typically 5+ years of relevant experience.

**_ Knowledge and Skills: _**
Typical skills include:

- (strong) understanding of technology in direct responsibility (developing) understanding of other technology sub-areas.
- General understanding of related technologies.
- (strong) Customer Service.
- General Project Management.
- (developing) Influencing Others.
- (developing) Customer/Vendor Management.
- (developing) Business Analysis.
- (developing) General Financial Management.

**Job**:
Services

**Micro Focus is proud to be an Equal Opportunity Employer. Prospective employees will receive consideration without discrimination because of race, colour, religion, creed, gender, national origin, age, disability, marital or veteran status, sexual orientation, genetic information, citizenship or any other legally protected status

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