TIER 2 TECHNICAL SUPPORT ENGINEER Allegiance
The Tier 2 Technical Support Engineer will work as the second layer of technical support between Tier 1 Support and engineering/development teams. The Tier 2 representative will be highly skilled in troubleshooting, identifying root cause, and resolving issues and bugs and working closely with engineering teams for product fixes and enhancements. The right candidate is committed to gaining a thorough knowledge of Allegiance applications and environments and applying this to troubleshoot and fix system issues and bugs. This position reports to the Director of Implementation & Support Services.
Successful candidates have a working knowledge of Windows Operating Systems and a demonstrated knowledge of database architecture and system configuration. Proficiency with Microsoft Office suite (Word, Excel, Access, Outlook, PowerPoint) and in SQL query language is essential. Strong verbal & written communication skills and analytical abilities are vital to work with technical support, development and operations teams.
The ability to work as an individual or in a team, as well as interact with clients and project teams in a professional manner is essential. The ideal candidate will also be a detail-oriented self-starter who is willing to work under the constraints of strict deadlines and short turnaround times. Strong time management, organizational skills and an interest in business principles are a must.
Day-to-day responsibilities include the following:
Troubleshoot escalated issues from Tier 1 Technical Support team requiring in-depth technical researchProvide technical assistance and training to internal external users on product & system related topics in a professional, kind and tactful manner via email, phone calls, and web conferencingIdentify and document product bugs and escalate to development team for resolutionManage and track all issues through resolutionCommunicate complex technical details to a sometimes non-technical audienceMeet and exceed resolution goals by solving tickets in a timely manner, as escalated by Tier 1 technical support and internal teamsReview system generated error messages or log filesWork with client IT personnel to troubleshoot API, SDK integration issuesOccasionally be on-call for highly critical system issues and for strategic accountsCoordinate with database teams in creating scripts for streamlining support processes and reducing resolution timesIdentify, resolve, and communicate client and product satisfaction issues to leadershipContribute content to technical knowledge base used by client and internal staffProvide training and guidance to Tier 1 technical support representatives to increase their technical knowledge and ability to resolve ticketsProvide technical support for installed Allegiance solutions maintained in customer environments.Assume other special projects/assignments as directed
Independent thinker, creative problem solver, quick learnerExcellent written and verbal communication skills ? ability to explain complex technical concepts to non-technical peopleMust be an enthusiastic and positive individual who enjoys interactions with othersMust be extremely organized and able to effectively manage multiple issues/projects at the same timeSelf-motivated, flexible, and adaptableAbility to take ownership and drive projects/issues to completion quickly and accuratelyAbility to work under the constraints of strict deadlines and short turnaround timesStrong knowledge of Windows Server 2008 R2Familiarity with Windows Server 2012 and IIS 8.0Familiarity with SQL Server 2008 R2 and basic database administration tasksBasic knowledge of Exchange, SMTP, DNS, TCP/IP, Active Directory
Education & Experience
Bachelor?s degree or higherExperience with software in a Service Oriented Architecture or SaaS model3+ years general support or help desk experience1+ year Tier 2 support experience or equivalentIT Admin experience is a plus
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