Provides technical support to field engineers, technicians, and product support personnel who are diagnosing, troubleshooting, repairing and debugging complex electro/mechanical equipment, computer systems, complex software, or networked and/or wireless systems. Responds to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software. Reports design, reliability and maintenance problems or bugs to design engineering/software engineering. May be involved in customer installation and training. Provides support to customer/users where the product is highly technical or sophisticated in nature.
o Bachelor’s Degree in Computer Science, Computer Information Systems, or related field.
Knowledge, Skills, Abilities, Experience, or Characteristics
o 2 years of experience trouble shooting business processes, database analysis tools, customer support role supporting Windows or Linux based applications.
o Experience deploying hardware and software for production applications.
o Ability to identify trends and suggest improvements in products and processes.
o Ability to work independently and handle multiple priorities.
o Strong skills in SQL, UNIX, Windows NT and coding.
o Support either in an in-house or field environment.
o Strong analytical and problem-solving skills. Excellent customer service skills. Excellent verbal and written communications skills.
Helpful / Preferred
o C, C++, Access, Oracle, SQL Server and Perl.
o ITLL Training, CCNA, Network Plus.
o Six Sigma and/or ITLL/ITSM, customer service experience.
Physical and Mental Requirements
Job is physically comfortable; individual has discretion about walking, standing, etc.
Job requires a very high level of judgment, exceptional analytical ability and creativity in investigating major problems that require original and highly innovative solutions. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
Some travel may be involved for both training and customer facing issues.
The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.