Technical Support Engineer
|November 11, 2017 - February 09, 2018|
|Location:||Salt Lake City, UT|
|Employment Type:||Full Time|
The Technical Support Engineer (TSE) provides in depth, high-level technical support to MasterControl customers. The TSE maintains systems-level expertise and root cause-level troubleshooting while resolving advanced technical issues for our customers. TSEs work with fellow team members, service consultants, sales operations and other company resources to increase customer satisfaction and loyalty.
TSEs are responsible for the identification of software defects and the reporting of such to engineering while providing interim solutions and workarounds when necessary. This position works with other internal resources to ensure that issues are resolved in a timely fashion. TSEs follow technical support industry standard best practices, concepts, and procedures. A certain degree of creativity and latitude is required.
Responds to incoming technical support email and telephone calls.
Logs software defects in the defect tracking tool.
Creates cases and logs in the issue management system.
Maintains and works on open cases while focusing on root cause analysis and trouble shooting.
Performs software implementation, installation and upgrades to MasterControl customers.
Updates and maintains reports for customers and key internal contacts.
Provides backup support to other TSE team members.
Works directly with engineering support to assure resolution of P1 issues.
Provides and participate in technical training and knowledge transfer for new or complex products.
As directed, performs special projects.
Writes knowledge base articles.
Other duties as assigned.
KNOWLEDGE, SKILLS, AND ABILITIES:
Excellent customer relationship and advocacy skills. Demonstrated history preferred
MS SQL experience / knowledge required
Solid general networking experience (LAN, WAN etc.)
Solid understanding of PC and server architecture and inter-connectivity
Programming experience / knowledge (Java Script, HTML) helpful
LDAP & Active Directory experience / knowledge desirable
Oracle experience / knowledge desirable
Superior Trouble shooting skills
Experience with Enterprise networks (servers, topology, connectivity etc.)
Attention to detail
Solid writing and communication skills
ITIL Certification preferred
Four-year technical degree or equivalent experience is required
Experience with providing customer centered technical support
Why Work Here?
MasterControl is a place where Exceptional Teams come together to do their best work. Hiring Exceptional Teams, including the best talent in our industry, is a core value of ours. MasterControl employees are surrounded by intelligent, motivated individuals every day. We like to call it #TheBestTeamOnThePlanet.
We value every employee and their contribution to what makes MasterControl successful. We give right back to the employee through a generous benefits package, great flexibility, and continuous opportunities for advancement.
Not only do we hire Exceptional Teams, but we work hard to keep them here by developing and challenging their skillsets, encouraging professional development and growth, and offering a culture that can't be found elsewhere. Which is why we say - #WhyWorkAnywhereElse?
To put it simply, working at MasterControl is fun, challenging, and rewarding. From our Fitness Clubs to our awards programs, from our company parties to our competitive benefits, you can't really go wrong. MasterControl could be your next (and last) career move!
We are growing quickly and always looking for talented individuals to add to #TheBestTeamOnThePlanet!
Here are some of the benefits MasterControl employees enjoy:
Generous PTO package of three weeks, increasing after just three years of employment
Competitive compensation with annual merit increase reviews
100% medical premium coverage (yes, you read that right!)
Employer Paid Life Insurance Policy ($50K)
Wellness Programs (every employee gets a Fitbit!)
Applicants must be currently authorized to work in the United states on a full-time basis.
For more information, or to apply now, you must go to the website below. Please DO NOT email your resume to us as we only accept applications through our website.
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