Technical Support Engineer Actiance Inc.
THIS JOB HAS EXPIRED Join Actiance and Enable the New Internet!
Are you an avid social media user? Do you love communicating via Facebook, LinkedIn, and Twitter? Do you use social collaboration tools so you can work more efficiently? Are you interested in helping customers use new forms of communications to engage customers in a way that meets governance and compliance guidelines? Do you love your job?
At Actiance, we do!
We're growing lightning fast, and you've got a chance to get in on the ground floor. We play in the social media, social business, and unified communications spaces. Our award-winning solutions provide marketing, governance and compliance, and eDiscovery capabilities for a range of communications channels (like the ones mentioned above). Our target audience spans marketing, compliance, legal, and IT folks. We're all about working collaboratively with the same end goal: growing the company and dominating the markets in which we play!
The successful candidate will provide 2nd and 3rd level post sales technical support to Actiance End User Customers via phone, e-mail and web. Strong fault isolation and root cause analysis skills are required to diagnose and solve complex technical issues and provide timely solutions to customers in a professional manner. He/she should have the ability to manage multiple priorities in a fast paced environment, using proper discretion in evaluating/escalating customer issues and diffusing difficult situations. Regularly updating support cases and documenting technical solutions and product information in the knowledge base is required. Work to reproduce customer issues and test potential fixes. Interface with Development, Sales, QA, Marketing teams and Partners to build a positive customer experience. Traveling may be required to customer sites to assist in fault isolation and root cause analysis.
Technical account management for end-user customers.
Managing support cases to ensure issues are recorded, tracked, resolved, and follow ups are done in a timely manner.
Consistent fault isolation and root cause analysis.
Diagnose and resolve application, operating system and hardware level issues.
Publish Technical Support Bulletins and other technical documentation in the Knowledge Base.
Review of technical documentation for training materials, technical marketing collateral, manuals, troubleshooting guides, etc.
Manage weekly customer conference calls.
Provide on-call support 24x7 on a rotational basis.
Perform other activities and duties as requested.
Excellent written and verbal communication skills.
Ability to work in a team environment.
Superior organizational and analytical skills.
Outstanding customer service skills.
Strong ability to independently debug broad, complex, and unique networks with mixed media and protocols.
Ability to effectively manage many different tasks simultaneously.
Minimum 3 years experience as a Technical Support Engineer having:
- Advanced knowledge of Windows operating systems.
- Advanced knowledge of Windows network environment (domain structures).
- Knowledge of LDAP and directory services (Active Directory, Sun One, Domino).
- Troubleshooting expertise with Windows/Linux operating systems.
- IP networking knowledge, including the use of network sniffer to analyze network traffic.
Minimum 2 years experience as a Technical Support Engineer having:
- Knowledge of interconnected systems, DHCP, TCP/IP, LAN/WAN.
- Knowledge of DNS.
- Knowledge of load-balancing.
- Knowledge of proxy servers.
- Knowledge of networking protocols and distributed computing environment concepts.
- Knowledge of SQL and Microsoft SQL Server.
Desired Qualifications (a plus)
Instant Messaging (Public and Enterprise) knowledge and troubleshooting experience.
Microsoft Certified Systems Engineer (MCSE).
||Atlanta, GA |
THIS JOB HAS EXPIRED