The successful candidate will provide 2nd and 3rd
level post sales technical support to Actiance End User Customers
via phone, e-mail and web. Strong fault isolation and root cause
analysis skills are required to diagnose and solve complex
technical issues and provide timely solutions to customers in a
professional manner. He/she should have the ability to manage
multiple priorities in a fast paced environment, using proper
discretion in evaluating/escalating customer issues and diffusing
difficult situations. Regularly updating support cases and
documenting technical solutions and product information in the
knowledge base is required. Work to reproduce customer issues and
test potential fixes. Interface with Development, Sales, QA,
Marketing teams and Partners to build a positive customer
experience. Traveling may be required to customer sites to assist
in fault isolation and root cause analysis.
Responsibilities
- Technical account management for end-user customers.
- Managing support cases to ensure issues are recorded, tracked,
resolved, and follow ups are done in a timely manner.
- Consistent fault isolation and root cause analysis.
- Diagnose and resolve application, operating system and hardware
level issues.
- Publish Technical Support Bulletins and other technical
documentation in the Knowledge Base.
- Review of technical documentation for training materials,
technical marketing collateral, manuals, troubleshooting guides,
etc.
- Manage weekly customer conference calls.
- Provide on-call support 24x7 on a rotational basis.
- Perform other activities and duties as requested.
Required Qualifications
- Excellent written and verbal communication skills.
- Ability to work in a team environment.
- Superior organizational and analytical skills.
- Outstanding customer service skills.
- Strong ability to independently debug broad, complex, and
unique networks with mixed media and protocols.
- Ability to effectively manage many different tasks
simultaneously.
- Energetic/enthusiastic demeanor.
- Minimum 3 years experience as a Technical Support Engineer
having:
- Advanced knowledge of Windows operating systems.
- Advanced knowledge of Windows network environment (domain
structures).
- Knowledge of LDAP and directory services (Active Directory, Sun
One, Domino).
- Troubleshooting expertise with Windows/Linux operating
systems.
- IP networking knowledge, including the use of network sniffer
to analyze network traffic.
- Minimum 2 years experience as a Technical Support Engineer
having:
- Knowledge of interconnected systems, DHCP, TCP/IP,
LAN/WAN.
- Knowledge of DNS.
- Knowledge of load-balancing.
- Knowledge of proxy servers.
- Knowledge of networking protocols and distributed computing
environment concepts.
- Knowledge of SQL and Microsoft SQL Server.
Desired Qualifications (a plus)
- Oracle knowledge/expertise.
- Instant Messaging (Public and Enterprise) knowledge and
troubleshooting experience.
- Microsoft Certified Systems Engineer (MCSE).
Education: BS degree (preferably in
CS, CE, CIS, EE) or equivalent experience is required.
If you are interested in this position, please e-mail your resume to
mminowitz@actiance.com,
and reference job Sr Technical Support Engineer in the subject line.
Actiance is an equal opportunity employer.