On-Site Technical Support

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General Information

On-Site Technical Support Engineer  

Job Description:

  • Functioning as onsite technical support for a major customer.

  • To be involved in supporting all technical support issues for products and integration of those products in that customer’s environment.

  • Assist professional services in service delivery for that customer.

  • Handle tickets from all customers on an as-needed basis.

  • Participate in the shared on-call responsibility with the rest of the North American support team. This is a 24/7/365 responsibility and thus includes nights, weekends and holidays.

  • Re-creating customer problems and testing customer configurations to help diagnose problems.

  • Leading and managing activities to address customer needs.

  • Escalate customer issues and request assistance as appropriate.

  • Acquire, maintain, and expand knowledge of relevant product offerings, partner products, current support policies, and methods of support delivery in order to quickly provide technically accurate and complete solutions.

  • Constantly seek to proactively identify opportunities for improvement in all processes, communication, and documentation.

  • Occasional travel to Headquarters or other worksites.

  • Work closely with the rest of the support team to support the entirety of customers.


    Skills Required:

  • Linux operating systems.

  • Excellent written and verbal communication skills.

  • Strong analytical and troubleshooting skills.

  • Must be able to quickly learn a broad array of technologies and apply knowledge to real-world problems.

  • Must be a flexible team player that is willing to jump in to help others wherever necessary and act with a sense of urgency.

  • Proven track record of positive customer interaction and interface between vendor and client.

  • Ability to handle difficult or sensitive situations with diplomacy and tact.

  • Demonstrated self-starter.

  • Demonstrated ability to work in fast paced, high demand environment.


    Skills Preferred:

  • 5-7 years of experience in field services or technical support

  • Knowledge of at least one of the following:

    o   Web based client/server applications, especially WebLogic, Web Services and Apache

    o   Experience supporting iOS and Android Apps

    o   IP networking, routing configuration and protocols

    o   Oracle or Microsoft SQL RDBMS


    Education Required:

  • BSEE/BSCS or equivalent work experience.

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