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Technical Support Specialist (Engineering Services & Support)

Folsom, CA

Posted: 05/09/2019 Employment Type: Direct Hire Position Industry: Technical Job Number: 41051.1
We are recruiting a Technical Support Specialist to join the Americas team with a technology company providing environmental software solutions to clients worldwide. Our client offers strong professional growth opportunities for self-driven and proven individuals. The Technical Support Specialist will respond to inbound queries to Investigate, resolve or escalate incidents including complex systems or application issues. Involved with new systems installations and deployment of application updates ensuring quality of deliverables.

Responsibilities: Manage inbound phone and online customer software technical issues. Troubleshoot all incoming Level 1 and 2 ticket queries to provide resolution. System installation, configuration and tuning for hosted and deployed environments. Product Defect recognition and escalation to Development team. Creation of customized processes that do not require a product release. Installation of applications completed in agreed timeframe. Prompt review and accurate update of all allocate CMS tickets, including action plans. Resolution of allocated CMS incidents. Complete technical assessment and analysis in the rectification of incidents and problems.Create and test script changes prior to implementation via Change Management process. Installation and upgrade of software application systems. Ensure all product defects are effectively escalated. Provide guidance and support toother team members and Operations.

Requirements: 3-5 years' experience in Client Systems Integrationand Technical Support Center. Proactive in contributing to the achievement of Quality Objectives and Client Servicedelivery. Knowledge of Aviation, Construction or Technology Service industry desirable. Familiarity with basic administration of Oracle Database. Software Application Installation and support on Microsoft Platform. PERL and Shell scripting (at least 2 years' experience). Network operations including data communications over various technologies. Proven skills in installing and supporting UNIX environments. Proficient with IT Support principles (ITIL). Ability to communicate clearly and concisely (both written and verbal).

Elizabeth Mann

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