TECHNICAL SUPPORT ENGINEER - ELITE - BUSINESS OBJECTS

Job Summary
Reporting to the Support Manager, this role is part of the Premium & Elite Team within our EMEA Customer Support Centre. The Premium & Elite Support engineer will be responsible of delivering superior technical support mainly via telephone or email assisting with problem reproduction, bug logging, escalations to engineering, Emergency bug fix testing and delivery to Premium or Elite customers. Once gained the technical experience necessary the occasional onsite visit might occur.

Profile/ Prerequisites
* Excellent Customer Services skills at all levels
* Excellent Communication skills, both written and verbal.
* Is able to manage time and workflow to meet service levels.
* Adjust language and terminology to meet service levels.
* Exercises judgement in seeking advice.
* Handles stressful situations effectively.
* Provides reliable customer follow-up.
* Projects a positive and professional image.
* Develops effective team-working skills.
* Strong self-motivation; Team Player
* Understands departmental and company policies, procedures and business practices.

Theoretical or working knowledge

Essential
Proven experience in diagnostics and problem analysis;
Strong troubleshooting skills, comfortable with testing
Excellent overall understanding of the whole Business Objects Product suite
Business Objects server products (WebIntelligence, Broadcast Agent, etc.) deployment skills, specifically on Unix
Complete familiarity with Windows environments
Good knowledge of Unix (Solaris / HP UX / AIX)
Excellent understanding of Client / Server concepts, server architecture and performance tuning concepts
Good Understanding of web related concepts to include protocols e.g. ftp etc.
Good knowledge of RDBMS (Oracle / IBM DB2 / Sybase / Informix)
Good Understanding of connectivity in the Client Server environment
Understanding relational database theory to include normalisation, SQL (DML & DDL)

Desirable
Performance Management, Dashboard & Analytics Business Objects products knowledge
Data Integrator Business Objects products knowledge