Support Engineer
Company Name:
Arca24.com
Salary period: Annual
Support Engineer Cary, NC 12 Month Contract
You re covered with CompuCom. We offer our temporary employees full benefits. Always have. Always will. Join us!
This position is responsible for providing Front End technical support to customers by providing solutions to most product usability and functionality questions, including performing minor recreations to deliver quality and customer satisfaction.
Key
Responsibilities:
Take ownership of technical customer requests and provides support for a product or product line using telephone and web-based solutions. Research and resolve all functionality and usability related issues; identify and direct complex or high impact issues to senior staff for resolution. Manage own time to appropriately prioritize assigned workload and backlog, escalate issues to next level according to product line procedures. Perform troubleshooting steps to recreate minor customer issues on approved test systems. Understand and accurately document complex product questions; determine the appropriate process to progress the issue to resolution. Maintain knowledge of support policies, procedures and systems; determine appropriate actions in line with Technical Support Handbook guidelines. Use the appropriate call tracking and other technical support systems to identify fixes, investigate customer problems, answer common questions, check entitlement, keep issues up to date and correctly documented. Update existing knowledge documentation and creating quality knowledge base documents. Promote the use of customer self-support tools by demonstrating functionality and effectiveness to customers. Some evaluation, originality or ingenuity required to perform tasks. Business travel of approximately 10 or less percent yearly is expected for this position.
Qualifications:
Bachelor's Degree or global equivalent in Computer Science or related discipline Help Desk experience, 1-3 years required Customer Relations experience, 1-3 years required Ticketing system experience, 1-3 years required Basic knowledge of Unix (Power User) required Knowledge of networking preferred Must be proficient with the product or product line for which they will be the Support Engineer Customer service, ticket handling experience, and other skills in Applications Support Ability to demonstrate customer service skills Good communication skills Ability to perform troubleshooting and analytical skills Good teamwork skills Ability to coordinate high pressure situations by involving the appropriate resources as necessary Appropriate certifications such as 100 level Top Gun (or equivalent) knowledge of a client product helpful Product or product line relevant OEM product certifications (Oracle, MCSE, DB2, Unix, SMP/E, CNE, etc.) preferred
CompuCom supports Employment Equity and Diversity Dallas-based CompuCom Systems, Inc. is a leading provider of end-user enablement, service experience management, and cloud technology services to Fortune 1000 companies. CompuCom partners with enterprises to develop smarter ways they can work, grow and produce value for their business. Founded in 1987, privately held CompuCom has approximately 11,500 associates and supports more than 4 million end users in North America.Estimated Salary: $20 to $28 per hour based on qualifications.
Arca24.com
Salary period: Annual
Support Engineer Cary, NC 12 Month Contract
You re covered with CompuCom. We offer our temporary employees full benefits. Always have. Always will. Join us!
This position is responsible for providing Front End technical support to customers by providing solutions to most product usability and functionality questions, including performing minor recreations to deliver quality and customer satisfaction.
Key
Responsibilities:
Take ownership of technical customer requests and provides support for a product or product line using telephone and web-based solutions. Research and resolve all functionality and usability related issues; identify and direct complex or high impact issues to senior staff for resolution. Manage own time to appropriately prioritize assigned workload and backlog, escalate issues to next level according to product line procedures. Perform troubleshooting steps to recreate minor customer issues on approved test systems. Understand and accurately document complex product questions; determine the appropriate process to progress the issue to resolution. Maintain knowledge of support policies, procedures and systems; determine appropriate actions in line with Technical Support Handbook guidelines. Use the appropriate call tracking and other technical support systems to identify fixes, investigate customer problems, answer common questions, check entitlement, keep issues up to date and correctly documented. Update existing knowledge documentation and creating quality knowledge base documents. Promote the use of customer self-support tools by demonstrating functionality and effectiveness to customers. Some evaluation, originality or ingenuity required to perform tasks. Business travel of approximately 10 or less percent yearly is expected for this position.
Qualifications:
Bachelor's Degree or global equivalent in Computer Science or related discipline Help Desk experience, 1-3 years required Customer Relations experience, 1-3 years required Ticketing system experience, 1-3 years required Basic knowledge of Unix (Power User) required Knowledge of networking preferred Must be proficient with the product or product line for which they will be the Support Engineer Customer service, ticket handling experience, and other skills in Applications Support Ability to demonstrate customer service skills Good communication skills Ability to perform troubleshooting and analytical skills Good teamwork skills Ability to coordinate high pressure situations by involving the appropriate resources as necessary Appropriate certifications such as 100 level Top Gun (or equivalent) knowledge of a client product helpful Product or product line relevant OEM product certifications (Oracle, MCSE, DB2, Unix, SMP/E, CNE, etc.) preferred
CompuCom supports Employment Equity and Diversity Dallas-based CompuCom Systems, Inc. is a leading provider of end-user enablement, service experience management, and cloud technology services to Fortune 1000 companies. CompuCom partners with enterprises to develop smarter ways they can work, grow and produce value for their business. Founded in 1987, privately held CompuCom has approximately 11,500 associates and supports more than 4 million end users in North America.Estimated Salary: $20 to $28 per hour based on qualifications.
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