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Software Support Engineer - Pittsford, United States - TEKsystems
Description
:
The end client develops a comprehensive product portfolio to protect buildings, people and assets; providing innovative security products that include advanced software and hardware, IP solutions, wireless communications, electronic locking systems, and mobile applications.
On a day to day this candidate will be providing the direct support for these specific products so they need to have the ability to be able to pick up new technology quickly.
They are also going to need to be able to troubleshoot network issues as well.The majority of their products run off of the network so if there are connectivity issues, they are going to need to be able to identify the issues and troubleshoot as necessary.
Essential Job Functions:Exceptional follow through, excellent written, verbal and interpersonal communications skills
Answer incoming phone calls, emails, and other inquiries into the Technical Support Center.
Identify and document the problem summary and description as described by the customer as well as record the call details in the Customer Relations Management (CRM) tool following the documented processes.
This will include step by step results of the troubleshooting performed, as well as all customer statements of importance, and any supported documentation.
Work with escalation departments (e.g.,Product Management, Engineering, Sales) as necessary to ensure customer inquiries, issues and problems are addressed timely and effectively.
SalesLogix, Knowledge Base, CA Agile, Smartsheet, SharePoint, Google, WireShark, Microsoft Suite, etc. to research problems for known and existing solutions.
Follow documented processes to ensure callers are certified as outlined in the Value Added Reseller (VAR) certification program and have current qualified support agreements in place.
Work with management to dynamically prioritize in order to deliver the best possible service levels while maintaining and improving established service levels.
May be required to provided 24x7 support, compensation would be provided, or non-standard shifts.
Hands-on experience in system administration in Windows
Team player - ability to work on multi-functional teams
Log reading; good understanding of Windows OS's and software and exposure to other operating systems; good understanding of TCP/IP and networking in general
Skills:
networking protocols, customer service, software support, application support, technical support, sql, command prompt
Top Skills Details:
networking protocols, customer service
Additional Skills & Qualifications:
Skill Training:
Our client provides complete certification training to become capable in supporting our range of security products.
We also offer ongoing training and recertification to keep you on the cutting edge of knowledge and skill Software Support Engineers also undergo a period of job shadowing and mentoring before becoming capable and confident in handling technical calls on their own.
About TEKsystems:We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity.
We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia.
As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change.
That's the power of true partnership. TEKsystems is an Allegis Group company.
The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
