Support Engineer

*HELP CUSTOMERS TODAY, SHAPE THE TECHNOLOGY OF TOMORROW*

Our client delivers exceptional product assistance to customers around the globe! As a Support Expert, you will be in the unique position of connecting people with technology, thereby having a positive impact on their lives every day.

Our 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, the support organization is not only a vehicle for empowering customers, but also a catalyst for innovation.

ROLE RESPONSIBILITIES:

- 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.
- Be capable to manage not only technically complex, but 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.
- Manage 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.
- Assist Account Manager teams in a technical capacity as needed.
- Report software bugs and customer suggestions as needed.
- Represent the company professionally in all media as well as on-site situations.

ROLE 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)
- Ability and desire to excel in a team environment
- In-depth, competent troubleshooting skills
- Ability to ramp quickly

TECHNICAL SKILL NEEDS:

- Microsoft Cluster and Storage
- Hyper-V/Virtualization (VMware a plus)
- Windows Server and Client support skills

PREFERRED QUALIFICATIONS:

- Hands-on experience with Microsoft enterprise products (Windows Server, Exchange Server, SQL Server)
- MCITP+ EA, MCSE, MCSA preferred
- Additional Technology Certifications always helpful - Cisco, Novell, Unix, Compaq, Dell, etc.

Duration of this assignment is expected to be 1 year.