Customer Engineer
Job Information
- Job ID
- 102987
- Job Title
- Customer Engineer
- Recruiter
- Adept Group Inc.
- Division
- Technical Support
- Company Type
- International Company
- Non-Japanese Ratio
- Majority Japanese
- Job Type
- Full-time
- Location
- Tokyo - 23 Wards
- Train Description
- Akasaka Mitsuke
- Salary
- 8 million yen ~ 14 million yen
- Date Refreshed
- November 3rd, 2008 05:58
General Requirements
- Minimum Experience Level
- Over 6 years
- Career Level
- Mid Career
- Minimum English Level
- Business Level
- Minimum Japanese Level
- Native
- Minimum Education Level
- Associate Degree/Diploma
- Visa Status
- Japanese national or permission to work in Japan required
Job Description
Provide world-class technical support via email, web, telephone, and onsite (if necessary) to the company's customers, partners, and sales team. Activities may include pre-sales, post-sales and/or beta support for all aspects of Packeteer products such as installation/setup, key generation, configuration, performance tuning, diagnosis, upgrades, hardware failures (RMAs) and general problem resolution.
Work closely with escalation engineers and sustaining engineers to research, verify and resolve technical problems and complex product issues. Individual will have the responsibility of ensuring that the FAQ and/or information library contain accurate, up-to-date product and technical information.
Verify service contract entitlement and fully document all reported problems/bugs, solutions, workarounds, feature enhancement, and other product related activities in the CRM, RMA, and Bug databases.
Participate in weekend, holidays, after-hours standby rotation in support of critical problems. Individual may be occasionally asked to travel to customer sites.
Deliver and reinforce high level of customer satisfaction through an effective execution of customer service skills.
Required Skills
Minimum of 3-5 years LAN/WAN Technical Support experience working with ISP, Carrier, and/or Enterprise level customers utilizing phones, email & web tools.
A strong written and verbal communications skill in English and Japanese language is a must.
CCNA+ certification or comparable level of technical networking expertise is highly desirable.
Undergraduate degree (or equivalent) in computer science, engineering or a related discipline is desired.
Extensive troubleshooting knowledge and hands on experience with the following:
- Layers 2-4, (especially Ethernet, Fast-Ethernet, IP protocols and applications)
- Networking devices (routers, switches, FRADs, load balancers, firewalls, VPN, etc.) and the industry standards involved with these technologies.
- Routing protocols (RIP, OSPF, BGP)
- WAN technologies (including Frame Relay, Serial, DSL, etc.)
- Sniffers, probes and other network diagnostic and performance measurement devices.
- Network security technologies and protocols (Firewalls, VPNs, and SSL accelerators).
- Operating systems, NT/Win2K/XP, Linux and various flavors of UNIX.
Fully competent with support tracking and knowledge-base system is preferred.
Company Description
Adept Group is a Human Capital Consulting firm that was formed by an experienced team to deliver a superior service based on 'people',
'vision' and 'progress'.
We are “Professional Services” firm that provides the most cost effective service and creative solution to your hiring process.
Reliable, efficient, and constantly exploring new methodologies to ultimately save our clients their most precious resource, time.
We are currently open to dynamic individuals interested in joining our team.
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