【仕事内容】
大容量データ(ビッグデータ)を取り扱うDWHの運用/保守/サポート業務を想定します。国内および海外の顧客から問合せ対応やコミュニケーションなどで、国際色豊かなメンバーとプロジェクトに取込む機会もあり、世界の技術に触れるチャンスが豊富です。
テクニカル・サポート・スペシャリスト(TSS)は、日々ハイボリュームな障害対応を行います。現場エンジニアと連携して、顧客問題解決に必要な技術・知識と共にプロセス管理を提供します。TSSはリモート接続による顧客環境からログやダンプファイルなどを抽出し、分析を実施します。情報収集のほか、問題定義や対顧客コミュニケーションの責任もあります。また、TSSはグローバル環境でグローバル・サービス・プロセスに参画します。
The Technical Support Specialist (TSS)works in a high volume support center environment.The TSS will provide the incident management along with technical/functional knowledge necessary to resolve customer’s problems.The TSS works directly with the customer,on-site the company customer support representatives,3rd parties and the company Global Support engineers to understand the problem,capture appropriate failure information and search knowledge for complex known solutions using available systems,tools,and resources to resolve problems.The TSS is responsible for presenting and gaining agreement for problem isolation,solution creation and implementation plans.Isolating complex problems and monitoring and reacting to events for all customers.TSS is responsible for extracting logs,dumps,error files from customer systems and performing back trace analysis via appropriate tool set.Will gather information from a wide range of sources to resolve problems with unknown solutions including internal organizations and third party vendors.Provide remote support to on-site resources.In addition the role is responsible for identifying gaps in knowledge applications and serviceability improvements.Manage team projects that are global in nature and participation in the preparation of deployment of global service process and related infrastructure.Implements and maintains knowledge management material and recommends improvements to knowledge application features.
【求める経験・スキル】
・対顧客、対社内におけるコミュニケーション能力
・コールセンタやテクニカルサポート経験のある方
・UNIX/MP-RAS/Linux/Windowsについての経験
・SQL/DWH/RDB等に関する基礎知識
・情報収集および分析・処理能力
・テラデータの経験があれば尚可
・英語の高い運用能力を望ましい
<Skills>
・Strong interpersonal skill in a team sharing environment.
・Project/proactive management skills
・Ability to isolate problem areas through problem recreation
・Knowledge of the company support tools including the installation of remote tools.
・Knowledge of UNIX MP-RAS,Linux,Windows and other current operating systems.
・Excellent oral and written communication skills.
・Work on CORE incidents and proactive projects to conclusion where solutions are imminent with limited supervision or guidance.
・May involve remaining engaged beyond 8 hour shift.
・Incident creation,pulling logs and evaluation
・Create knowledge (KCS contributor)
・Ensures that the IM process and capabilities are adequate,and are improved when necessary
・Evaluate support mechanisms such as reports,communication formats,and escalation procedures
・Integrates established disciplinary knowledge within own specialty area with basic understanding of related disciplines and industry practices.
・Applies professional judgment based on the analysis of quantitative data and information
・Screens,categorizes and resolves data integrity issues
・Identifies one or more Areas of Focus (AOF),gains and applies functional knowledge in those areas.
・Applies proper use of indirect support tools and basic the company support tools
・Develops skills to manage projects involving method and procedure development
・Applies knowledge of broad Support Center policies and operations
・Able to work virtual as required with minimal supervision
Required Qualifications
・Bachelor’s degree in Computer Science or equivalent experience
・Will require local language and English
・the company Support Professional Certification (preferred)
・Flexibility at shift work (Including overnight shift 17:30 -9:15 JST)