Job Opportunity - Technical Support Engineer - Level II

Technical Support Engineer - Level II

Are you interested in working for a strategic established technology
company? If you would like to take your systems knowledge to the next level
and work in a high energy, casual environment with bright down to earth
people, then we would like to hear from you.

Expanding company that provides infrastructure services essential to running
Windows-based networks and providing access to critical business systems is
presently seeking Technical Support Engineers. This company is growing and
there will be opportunities to move up.

Great Technology!!  Awesome Location!!!!!    Please send resumes to:
tburrey@xxxxxxxxxxxxxxxx

Job Duties include:

* Research, document and manage the technical resolution of escalated
customer incidents.
* Establish immediate temporary procedures to relieve customer issues, when
standard procedures have failed, and ensure that all incidents are resolved
in a timely fashion in accordance with established Service Level Agreements.
* Determine third level escalations, requiring developer code changes,
utilizing appropriate internal resources.
* Apply knowledge of general networking, directory and application
functionality to customer environments, and use logical methods and
creativity, to identify potential issues and to suggest resolution options
and implementation plans.
* Research and document specific product knowledge regarding functionality,
common issues, and troubleshooting steps for all software products.
* Troubleshoots and develops technical solutions related to software and
setup errors for field engineers, technicians, and customers.
* Assist in communication with customers to expedite and successfully manage
reported product issues, including conference calls and remote desktop
sharing.
* Continuous resolution training for first level support personnel to
decrease resolution time for low to moderate complexity issues.
* Analyze and document improved first level escalation processes and
procedures


In depth training will be provided for Active Directory and company software
products.

** Candidates need to be willing to work varied shifts.


Skills/ Requirements   The ideal candidate will have 3 or more years of
systems experience, including 2 or more years of systems administration
and/or engineering experience in complex, large-scale IT environments.
Technology experience should be current.

Required Technical knowledge and skills:

Thorough knowledge of the following is required:
Microsoft Active Directory
Windows Server OS (2000, 2003)
SQL Server

Current knowledge of one or more the following is preferred:
Novell Netware
Linux
Unix
Visual Basic, C#, C++

General skills:

Self-motivated, organized individual with deep technical knowledge, strong
diagnostic skills and ability to deal effectively with customers.

*Proactive, with professional systems support and quality assurance skills.
*Customer-focused and process-oriented.
*Strong communication skills: written and verbal ability to clearly express
detailed information and analysis; ability to draft professional e-mails and
documents.
* Strong customer relations and interpersonal skills.
* Aggressive problem diagnosis and creative problem solving skills on highly
complex problems.
* Technical agility: eagerness to learn and develop skills to adapt to new
technologies.
* Ability to work independently with minimal supervision in a fast-paced
environment.

Education and certifications:

B.A/B.S in a related field preferred.
MCSE preferred.






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