Intermediate Analyst - BlackBerry Premier Support
Job Number:
0905832
Description
Research In Motion Limited® (RIM)® is a world leader in the mobile communications market and has a history of developing breakthrough wireless solutions. RIM's portfolio of award-winning products, services and embedded technologies is used by thousands of organizations around the world and includes the BlackBerry® wireless platform, the RIM Wireless Handheld™ product line, software development tools and software/hardware licensing agreements. RIM is seeking driven individuals who can take our wireless data products to the next level in the global wireless market. Are you ready to make a difference in the world of mobile communications with RIM?
POSITION SUMMARY
The BlackBerry Direct Advanced Response Team (DART) of Research In Motion's Premier Support group is responsible for providing end-to-end Tier 3 premier support to our Fortune 100 customers for the legendary BlackBerry handheld devices.
The BlackBerry Direct Advanced Response Team (DART) of Research In Motion's Premier Support group is responsible for providing end-to-end Tier 3 premier support to our Fortune 100 customers for the legendary BlackBerry handheld devices.
Whether by phone, email, web-chat, or even in person - we provide exceptional end-to-end technical solutions to support RIM's Fortune 100 customers. We are a collaborative team of self-driven individuals, who thrive on working in a fast paced environment, constantly organizing priorities and setting goals to consistently deliver on expectations of our Premier Enterprise customers. Being a highly visible team throughout RIM, we are the unquestioned experts in our field of supporting the BlackBerry solution, often sought out to assist with creation and delivery of training, speaking at conferences and working with development/product management to continually improve the BlackBerry product.
We currently have an exciting opportunity on the Direct Advanced Response Team (DART) for an Intermediate Analyst to assist with supporting a unique BlackBerry customer base.
We currently have an exciting opportunity on the Direct Advanced Response Team (DART) for an Intermediate Analyst to assist with supporting a unique BlackBerry customer base.
RESPONSIBILITIES
Reporting to the Team Leader of Premier Support and working on a team of 75 Analysts around the globe, you will be primarily responsible for providing highly effective, efficient and professional Tier 3 support. You will troubleshoot highly complex customer issues utilizing various internal and external knowledge-based systems. You will also research and execute robust solutions by analyzing and troubleshooting the output of various Performance Monitoring Tools and Network Packet Captures, and then debugging information as necessary.
The successful candidate's responsibilities will also include:
- Providing technical solutions, advice and counsel by telephone, web-chat, email and/or in person (25% of your day)
- Maintaining systems in a lab environment to prototype and test operation of the BlackBerry software, infrastructure and its inter-dependencies, as well as to recreate customer issues for in depth data analysis (60% of your day)
- Researching and authoring technical articles for submission to the Technical Knowledge Center
- Providing world-class support and reinforcing customer confidence when resolution is yet to be discovered
- Playing a key role in beta programs, providing input on feature specs, supportability and quality
- Partnering with Development Support / Senior Analysts / Support Account Managers to provide the best support for Premier customers
Qualifications
ESSENTIAL SKILLS AND QUALIFICATIONS
- Post Secondary education in a computer related discipline
- Advanced level knowledge and hands-on experience with the following: Windows 2000/2003 Server, Windows 2000/XP, Lotus Domino Server and/or Microsoft Exchange Server 00/03/07 and/or Novell GroupWise, Lotus Notes Client and/or Microsoft Outlook
- Proven application of sound troubleshooting strategy under conditions of critical severity with very large enterprise customers and/or mission critical organizations
- Effective management of time and tasks
- Flexibility to either work overtime or travel on short notice (must have valid passport)
- Professional experience providing technical support through a variety of channels
- Demonstrated ability to communicate clearly, concisely and professionally and to think in a cognitive and autonomous nature
- A consistent desire to establish and maintain a strong relationship with premier customers
- Technical Certifications such as ITIL, CLP (Lotus), MCP or MCSE
- Bilingual in English and French, Spanish, Portuguese, Mandarin, Cantonese, or Japanese
- Experience working on Sev1 issues
- Previous working knowledge of the BlackBerry Enterprise Server/ handheld
- Past experience working either with or in Fortune 100 companies
If you're driven to take wireless technologies to the next level, it's time you join the team at RIM. We offer a challenging environment that fosters creativity and rewards excellence. Employees also have use of our award winning BlackBerry!
© 2009 Research In Motion Limited. All Rights Reserved. The BlackBerry and RIM families of related marks, images and symbols are the exclusive properties of Research In Motion Limited. RIM, BlackBerry, "Always On, Always Connected" and the "envelope in motion" symbol are registered with the U.S. Patent and Trademark Office and may be pending or registered in other countries.
© 2009 Research In Motion Limited. All Rights Reserved. The BlackBerry and RIM families of related marks, images and symbols are the exclusive properties of Research In Motion Limited. RIM, BlackBerry, "Always On, Always Connected" and the "envelope in motion" symbol are registered with the U.S. Patent and Trademark Office and may be pending or registered in other countries.
Research In Motion is an Equal Opportunity Employer.
Job
: Customer SupportPrimary Location
: Canada-Nova Scotia-HalifaxSchedule
: Full-timeHire Type*
: Experienced (Regular)Travel
: Yes, 20% of the timeRelocation*
: Not Available
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