On-Site Technical Support Engineer - RT

On-Site Technical Support Engineer - RT

Cincinnati, Ohio 45950

Functioning as onsite technical support for a major customer.

To be involved in supporting all technical support issues for products and integration of those products in that customer’s environment.

Assist professional services in service delivery for that customer.

Handle tickets from all customers on an as-needed basis.

Participate in the shared on-call responsibility with the rest of the North American support team. This is a 24/7/365 responsibility and thus includes nights, weekends and holidays.

Re-creating customer problems and testing customer configurations to help diagnose problems.

Leading and managing activities to address customer needs.

Escalate customer issues and request assistance as appropriate.

Acquire, maintain, and expand knowledge of relevant product offerings, partner products, current support policies, and methods of support delivery in order to quickly provide technically accurate and complete solutions.

Constantly seek to proactively identify opportunities for improvement in all processes, communication, and documentation.

Occasional travel to Headquarters or other worksites.

Work closely with the rest of the support team to support the entirety of the customers.

Required Knowledge, Skills, and Abilities: (Submission Summary)

1. BSEE/BSCS or equivalent work experience.

2. Linux operating systems.

3. Excellent written and verbal communication skills.

4. Strong analytical and troubleshooting skills.

5. Must be able to quickly learn a broad array of technologies and apply knowledge to real-world problems.

6. Must be a flexible team player that is willing to jump in to help others wherever necessary and act with a sense of urgency.

7. Proven track record of positive customer interaction and interface between vendor and client.

8. Ability to handle difficult or sensitive situations with diplomacy and tact.

9. Demonstrated self-starter.

10. Demonstrated ability to work in fast paced, high demand environment.

11. 5-7 years of experience in field services or technical support - Preferred

12. Knowledge of at least one of the following: - Preferred

o Web based client/server applications, especially WebLogic, Web Services and Apache

o Experience supporting iOS and Android Apps

o IP networking, routing configuration and protocols

o Oracle or Microsoft SQL RDBMS

13. Present Salary?

14. Salary Expectation? 15. Must be a US Citizen or Green Card holder?

16. Current Address?