Technical Support Engineer |
| Jun. 30, 2009 - Oct. 30, 2009 |
| Location: | Phoenix, AZ |
| Salary Range: | $50,000 - $75,000 |
| Exempt/Non-Exempt: | Exempt |
| Employment Type: | Full Time |
| Employer: | Initiate Systems |
| Description: | Initiate Systems is the proven leader in Master Data Management (MDM). As a Technical Support Engineer, you will have the opportunity to work with an impressive customer base including many Fortune 500, government and large health care clients. The TSE's are relied on to use their technical expertise, product knowledge, and professionalism to deliver top notch product support to this customer base resulting in consistently high customer satisfaction. |
| Duties: | Description
The Technical Support Engineer is responsible for:
Providing technical support to internal and external customers and partners on the full suite of Initiate products by responding to telephone and web-based inquiries, and, using product expertise and independent judgment, recommending solutions
Appropriately using judgment to prioritize tasks with a focus on delivering a high level of satisfaction to all customers
Keeping accurate records of support cases and resolution and working together with Support, QA and Development teams to analyze trends in support cases and recommend patches or product enhancements as needed
Authoring knowledge base articles and technical notes
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| Qualifications: | 2-5 Years customer support experience in the Software space, enterprise software support experience preferred
1 year experience with software installation and troubleshooting
Experience with network connectivity concepts, operations methodologies, software utility usage, software troubleshooting and network/server administration preferred
Reputation for being a self-starter, a multi-tasker, working independently and embracing change
Especially strong verbal and written communication skills, conveying complex concepts in simple terms to non-technical audience and accurately capturing, documenting and communicating resolution of technical problems for reference documents and cross training.
Experience working in a help desk environment and operating case/ticket management software
Strong track record of delivering high quality customer service to corporate clients via phone and email
Experience installing and maintaining software, including application of patches, monitoring resources, and troubleshooting performance on at least one of the following operating systems, Microsoft Windows, AIX, Linux and Solaris
Demonstrated knowledge of relational database concepts and hands-on SQL skills. Experience with at least one of the following: SQL Server, Oracle, DB2, or Informix
Experience with scripting languages and Unix command shells (sh, csh, ksh, etc), shell scripts, basic Unix commands and the vi editor, preferred
Java knowledge/experience a plus
A known collaborator who thrives on working with others to brainstorm and resolve problems and shares knowledge by cross training
Experience / comfort in delivering Classroom/Webinar-based training preferred
Bachelors degree in Computer Science or related field preferred
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