Tech Support Engineer

SUPPORT ENGINEER IRVING, TX 12 MONTH CONTRACT

Take your career to the next level with COMPUCOM. We offer jobs with Fortune 1000 companies nationwide, AND invest in your career development through our generous, annual training contribution.

Our clients 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.

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.

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

PRIMARY RESPONSIBILITIES:

- Represent the client 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 customers 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.
- Actively participate in triage meetings to share knowledge with other engineers in order to resolve customer solutions efficiently.
- 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:

- Four year degree or 5+ years related work experience
- Windows Server and Client Support Skills Active Directory
- Deployment/Configuration/Troubleshooting skills
- Customer Service
- Ability to ramp quickly
- Must have 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

PREFERRED:

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

CompuCom, the leading IT outsourcing specialist, delivers IT your way. Our clients like working with us because they know that, with CompuCom, its 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.