Technical Support Engineer APAC Information

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Qlik Technologies Inc

QlikTech was founded on the belief that business intelligence (BI) should be about business users. Traditional BI solutions have become bloated, complex software stacks, leaving users confused and frustrated. For 18 years, QlikTech has focused on simplifying decision making for business users across organizations. We pioneered new approaches to accessing, managing, and interacting with data. Our QlikView Business Discovery platform is recognized as a groundbreaking solution. Combined with a r... Read More

Address	Global Headquarters 150 N. Radnor Chester Road Suite E220 Radnor, PA 19087
Website	www.qlikview.com/us/
Holding	No Holding Details

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Technical Support Engineer APAC

KEY RESPONSIBILITIES & TASKS according to Strategic Business Plan (primary tasks and responsibilities in the job)

    * Incident handling (65% to 70%) – restoring the disruption in service as quickly as possible
         1. Registration of incidents, received by web, e-mail and phone, in CRM system
         2. Classification of incidents
         3. Resolving incidents using existing Solutions DB, Knowledge Base, manuals or other reference materials
         4. Investigation and resolution of Incidents without known solutions
         5. Contribution of solutions to Knowledge Base
         6. Replication and logging of reported bugs in CRM system
         7. Liaise with Snr TSE or Principle TSE on complex cases, as appropriate
         8. Escalation of cases to 3rd Line and R&D, as appropriate

    * Customer Care (10%)
         1. Participation in Customer/Partner events
         2. Onsite visits

    * Scheduled Shifts to work over public holidays/weekends (Up to 20%)

    * Case Reviews for Jnr TSE’s and other TSE’s (5%)

COMPETENCIES & SKILLS (list core 8 – 12 core competencies considered key to success in the role and where possible detail expected behaviours against those competencies)

    * Excellent communications skills - written and spoken

    * Troubleshooting/Problem Solving

    * Multi-tasking

    * Customer Service/Customer Satisfaction

    * Teamwork

Qualifications and Experience

Qualifications

    * Bachelor equivalent mandatory in computer science, informatics or equivalent work experience

Languages

    * Business level English and Japanese mandatory
    * Business level Mandarin or Korean desirable
    * Other relevant languages would be an advantage

Experience (technical, commercial, industry / product / functional expertise, etc.)

    * Previous work experience in an IT/software support environment - 2 to 4 years
    * Experience of Microsoft environments
    * In depth knowledge of some of the following areas:
         1. Windows OS
         2. IIS
         3. AD
         4. Windows security
         5. Web services
         6. XML, HTML, ASPX
         7. Citrix
         8. SQL Server
         9. C++/C#, .NET

    * Knowledge of ITIL – certification a plus
    * Customer Service related certifications a plus
    * Mobility - 10% of travel time required

Other Job Information

Vacancy type:	Full Time	Contact Mode:	not provided
Fax:	+1 (610) 975-5987	Contact Name:	not provided
Job Duration:	not provided	Phone:	+1 (888) 828-9768
Email:	infoca@qliktech.com