Support Engineer

HELP CUSTOMERS TODAY; SHAPE THE TECHNOLOGY OF TOMORROW

Our client's Support Organization delivers exceptional product assistance to customers around the globe. Support experts are in the unique position of connecting people with technology, thereby having a positive impact on their lives every day.

The Platforms Support staff endeavors to empower a wide range of customers, from small and medium business to large-enterprise Systems Administrators. They also use their connection to the customer to capture the product feedback needed by development teams when designing new products and services. In this way, support is not only a vehicle for empowering customers, but also a catalyst for innovation.

The support organization enables customers do their very best today and helps shape the emerging technologies of tomorrow.

ROLE RESPONSIBILITIES:

- The primary responsibility of this role is to represent the company and communicate with corporate customers via telephone, written correspondence, or electronic service regarding technically complex escalated problems identified in software products.
- Solve highly complex problems, involving broad, in-depth product knowledge or in-depth product specialty; may include support of additional security technologies. Frequently, these problems will not only be technically complex, but will be politically charged situations requiring the highest level of customer skill.
- Collaborate on cross-team and cross-product technical issues by working with resources from other groups as needed to resolve customer issues including Technical Leads and Escalation resources when appropriate.
- Responsible for managing relationships with customers and partners including thoroughly documenting case work and driving the quickest resolution possible to the customer's issues.
- Develop specialized low level expertise in complex technologies. Mentor others and share information to help improve overall knowledge of group or organization.
- Mentor front line support organizations, providing mentor and escalation support for complex technical and political issues.
- Represent the client professionally in all on-site situations.
- Actively participate in triage meetings to share knowledge with other engineers in order to resolve customer solutions efficiently. Share best practices with team members.
- Act as technical resource for broad and complex issues, and assist Account manager teams in a technical capacity as needed.
- Report software bugs and customer suggestions as needed.

REQUIREMENTS:

- 4 year degree or 5+ years related work experience
- Strong customer service, accurate and logical problem solving, and communication skills (written and spoken English), and the ability and desire to excel in a team environment
- In-depth competent troubleshooting skills
- Experience in Windows Server and Client Technologies

STRONG SKILLS IN ONE OR MORE OF THE FOLLOWING:

- Troubleshooting blue screens
- No boot/reboot scenarios
- Failover Cluster
- Hyper-V
- VSS and Storage

PREFERRED QUALIFICATIONS:

- Strong customer service skills
- Ability to ramp up quickly and work independently
- Hands-on experience with enterprise software (eg Windows Server)
- MCITP+ EA, MCSE, MCSA preferred
- Additional Technology Certifications helpful: Cisco, Novell, Unix, Compaq, Dell, etc.

This contract position is expected to be 1 year in duration.