Support Engineer

SUPPORT ENGINEER IRVING, TX 5 MONTH CONTRACT

We are looking for an individual who thrives working directly with customers on the most technically challenging and complex problems our customers encounter. Come to work with leading edge customers implementing the newest beta software in their enterprises.

We re looking for bilingual candidates fluent in English/Portuguese or English/Spanish languages. This position may require you to work a rotational on-call schedule as well as work on 10x4 shift including Saturdays and Sundays.

RESPONSIBILITIES:

The Support Engineer will communicate with corporate customers via telephone, written correspondence, or electronic service regarding escalated problems in software products, and manage relationships with those customers. Frequently, these problems will be not only technically complex but will be politically charged situations requiring the highest level of customer skill. After receiving escalated issues, maintain ownership until resolved completely. These highly complex escalated problems require broad, in-depth product knowledge and may include support of additional product line.

The Support Engineer will apply deep knowledge of computer operating systems and network operating systems, languages, and development tools to investigate and resolve computer software and hardware problems by making use of trace analysis, source code, debugging, performance analysis, and other sophisticated troubleshooting tools to analyze problems and develop solutions to meet customer needs. Scope of work may involve writing code. Includes management of hot situations by setting customer expectations, devising action plans, being available 24x7, and professionally communicating to all parties involved.

JOB FUNCTIONS:

- Lead triage meetings to share knowledge with other engineers
- Develop customer solutions efficiently
- Act as a technical leader, mentor, and role model on a team of engineers
- Provide direction to others, review solutions and articles, and mentor new support engineers
- Design and implement sample software modules and applications for internal/external use and research and document product errors
- Write technical articles and sample programs for knowledgebase
- May be involved in leading technical triages and delivering technical training
- May be assigned to work on software technical support projects and other related projects

REQUIREMENTS:

- 3+ years of experience in systems development, network operations, software support or IT consulting
- 5+ years of industry experience with Microsoft Exchange Server products
- Spoken and written English and Portuguese (including technical writing) required; or English and Spanish (including technical writing) required
- Good knowledge of Windows Server and client operational systems
- Superior knowledge and demonstrated technical proficiency in Exchange 2003 Server, Exchange 2007, Exchange 2010 and Microsoft Outlook client, Active Directory, DNS, MS Cluster Server and other related areas with troubleshooting at the expert level within large network environments
- Strong knowledge of Office 365 and Exchange Online
- Must possess excellent knowledge of TCP/IP and other protocols including use of troubleshooting tools Scripting, resource kit diagnostic tools and packet sniffers and/or Netmon
- Excellent self-assessment to identify when other resources are needed; engage and collaborate effectively with others to resolve complex problems
- Solid understanding of Client Server, networking, and Internet technologies fundamentals.
- Strong customer service skills, communication skills, team work, problem-solving skills, interpersonal skills, leadership skills, negotiation skills, dealing with difficult customers and ambiguity
- Excellent demonstrated customer service skills
- Desired background in Technical Training
- Bachelor's Degree in Comp. Science, Comp. Info. Sys., Math, Engineering, Business, or related field

CompuCom, the leading IT outsourcing specialist, delivers IT your way. Our clients like working with us because they know that, with CompuCom, it's all about you. Our unique ITSM strategy blends your data center, network, voice, and end user computing environments in an innovative fashion. This radically simplifies your IT, allowing you to focus on growing your business and serving your customers. We are highly regarded by worldwide and regional organizations alike for our pragmatic approach, best practices, and highly skilled workforce. This balance provides the perfect alternative to address the evolving challenges facing you, today and in the future. More than a trusted advisor, CompuCom is your trusted doer.