Server & Tools Support Technician

Position Description:

Server and Tools Support technicians assist customers in the installation, configuration, and operation of Helix Servers and encoding tools products via the phone and email. They may be required to reproduce elements of a customers environment in the course of troubleshooting. Some solutions are developed into FAQ articles and posted in public Knowledgebase.The primary focus of the Server and Tools Support Technician position is to provide industry-leading, world-class support to Real Network’s business customers. Successful candidates will accomplish this goal by taking on and owning all issues that may arise, from installation to server configuration and encoding support. Your responsibilities will include but are not limited to: •Answering initial and follow-up phone calls from customers who have service and technical support issues.•Responding to service tickets opened by customers.•Providing timely and thorough resolution of all issues raised by Real Networks business customers, as well as documenting all actions.•Owning all issues through to resolution, delegating and/or escalating if necessary.•Supporting and troubleshooting server configuration issues. •Supporting and troubleshooting client server connection issues.•Phone call and ticket queue awareness and ownership.•Maintaining consistent quality and performance metrics as set out by management.This position requires the following skills and experience:•Previous experience supporting server/enterprise software.•A thorough knowledge of current Windows and Linux operating systems.•Ability to handle and prioritize multiple contacts and tasks.•Some familiarity with the Sun Solaris operating system is helpful.•Strong working knowledge of TCP/IP and LAN concepts.•Excellent written and verbal communication skills, and an ability to maintain strict professionalism in all client communication.•Ability to keep a regular and consistent work schedule.•The desire to continuously improve your technical skills and knowledge.Essential Functions:1.Phone support to owners of RealNetworks servers and tools products, including enterprise desktop player and manager. 2.Supporting RN server and tools customers using Salesforce.com 3.Research of customer issues/interfacing with development/Platinum and other RN department. 4.Creation of Knowledgebase articles and/or other documentation. Thorough understanding of either Windows or Linux operating systems. Working knowledge of TCP/IP, HTML. Proven written and oral communication skills. Equally at home in a team environment and working independently. Thrives in a changing environment.Preferred:Working knowledge of web development languages. Multimedia encoding experience, working knowledge of SMIL, Solaris/Unix experience. Networking experience.Education, Certification, and/or Training:Minimum:High school diploma with related technical certifications.Preferred:Bachelor’s degree in Computer Science or related field.Experience:Minimum:Previous hardware or software Technical Support experience supporting enterprise software.Preferred:3 years experience in support

To Apply Visit RealNetworks, Inc.

Qualifications:

see above