Technical Support Analyst Be part of something special; come join the BlackBerry Technical Support Team! BlackBerry® the iconic brand you know and trust is now a market leading security software and services company.
As the Internet of Things (IoT) has become the next great wave in business transformation, BlackBerry already secures over 500 million endpoints.
We are leading the way with a single platform for securing, managing and optimizing how intelligent endpoints are deployed in the enterprise, enabling our customers to stay ahead of the technology curve.
BlackBerry’s top customers include all the G7 governments, 9 of the top 10 global financial institutions, automotive OEMs, aerospace, defense, healthcare and media companies.
Our mission is Intelligent Security. Everywhere. The time is right, and the market conditions could not be better for us.
We’re posting record-breaking software and services revenue growth. Three years of positive operating income and an enterprise cyber security software and services business that’s growing at double digit rates, delivering $955 million of total company revenue in FY20.
This profitable growth is a confirmation that we have successfully pivoted to become an enterprise software and services company.
We’re no longer about the smartphone, but the smart in the phone and in cars and containers, medical devices and wearables, consumer appliances, industrial machinery, and ultimately the entire Internet of Things (IoT).
We have made great strides in executing our business strategy. With such growth and opportunity, you couldn’t consider join us at a more exciting time.
Are you the person we are looking for? At BlackBerry we offer our customers comprehensive, cloud-enabled software that helps manage and secure the Enterprise of Things.
The totality of the BlackBerry solution is called BlackBerry Secure and is grounded in the new BlackBerry mobile software security platform.
BlackBerry software is the key ingredient that allows our customers to confidentially and reliably transmit sensitive data between endpoints to keep people, information, and goods safe.
As a Technical Support Analyst, you will be joining our global Customer Support Organisation, dedicated to ensuring the smooth and seamless usage of BlackBerry products by our customers.
Working alongside Software Development and Technical Account Management teams, you'll play a pivotal role in ensuring the technical success and customer satisfaction with our products and solutions.
In return for your talent and enthusiasm we will provide you with professional tools and training with fantastic opportunities for development, and the chance to thrive in a dynamic environment, working alongside outstanding colleagues.
In short, you bring the talent and we provide the environment, tools and resources for you to build your skillset and accelerate your growth & personal development.
In this role, you will : You will take ownership of cases and bring resolution to customer’s issues by being a representative of BlackBerry for product specific customer inquiries / support and issues via inbound voice and email interactions Provide world class customer support to customers directly while also assisting with technical consultations and escalations from internal and external partners Collect information and perform deep dive analysis, diagnosis and troubleshooting of BlackBerry Unified Endpoint Management & Unified Endpoint Security, BlackBerry Protect, BlackBerry Persona, BlackBerry Optics, Linux, iOS®, Android™, Windows, Mac OS®.
Experience with database technologies (MySQL, Oracle, etc.) Show ability to configure Windows Operation Systems to capture crash dumps, and do preliminary dump file analysis Have familiarity with network topologies, edge devices (routers, proxies, etc.
and troubleshooting techniques Identify and document potential software / hardware defects Research, author and review technical documentation and take ownership, correcting any non-conformances with respect to processes and documentation Create new / update Knowledge Base documentation as required Work with support departments to ensure product improvement and enhancements Foster open communication within the team and sharing knowledge openly Reproduce issues and determine root cause Other duties as may be reasonably required such as : Preparing escalations for approval to Software Development.
Managing escalations that are waiting on Software Development to ensure traction and movement is occurring Participating in several beta tests of new BlackBerry software / hardware, early testing of new product offerings, version releases and service packs Taking on specialized training as required Ideally, you will have : Post-Secondary Education in a technology related discipline Experience in support-related experience dealing with customers (in a technical support environment) Advanced level knowledge and hands-on experience with the following : Linux, Windows Server, Windows Desktop, Lotus Domino Server and / or Microsoft Exchange Server 2010 / 2013 and / or Novell GroupWise, Lotus Notes Client and / or Microsoft Outlook, and / or Apple OS / X environment, Apple sync services and how it functions (Exchange experience is preferred) Demonstrated professionalism and diplomacy, fostering a customer-centric culture, with a true passion for customer service and the ability to empathize with concerned customers Fosters a customer-centric culture i.
e. doing what is necessary to resolve customer issues Builds passion through each customer interaction to promote BlackBerry brand loyalty and retain customers by building trust and confidence in our support capabilities Strong sense of professionalism, demonstrated diplomacy and leadership, with an ability to think outside "the box" Proven application of sound troubleshooting strategy under conditions of critical severity with enterprise customers and / or mission critical organization Strong problem-solving skills and must be capable of working effectively at a technical level with internal partners Demonstrates ability to track and manage issues until they are fully resolved (regardless of ownership of the issue), and committed to seeing the issue through to resolution Excellent attention to detail matched with a keen sense of discovery and investigation Ability to work well within a positive team environment, with mentoring abilities and willingness to share knowledge and help educate others in a manner which is supportive and positive Ability to organize and present data in a clear and concise manner.
Comfortable presenting conclusions and recommendations to stakeholders at various levels within the organization, including management and senior management Strong knowledge of data flow, logging awareness, interpretation, methodology and systematic troubleshooting, enterprise activation and handheld code installation Excellent comprehension and communication skills, both oral and written Strong ability to multi-task in a dynamic, fast-paced environment Security experience An Absolute Commitment to Equality It is the policy of BlackBerry to ensure equal employment opportunity without discrimination or harassment on the basis of race, color, creed, religion, national origin, alienage or citizenship, status, age, sex, sexual orientation, gender identity or expression, marital or domestic / civil partnership status, disability, veteran status, genetic information, or any other basis protected by law.
EEO Minorities / Females / Protected Veteran / Disabled BlackBerry strives to create an accessible and inclusive application and selection process and is committed to working with and providing reasonable accommodation to job applicants who may require provisions to participate in the selection process.