Advanced Technical Service Associate

Provides technical support to field engineers, technicians, engineering, and product support personnel who are diagnosing, troubleshooting, repairing and debugging complex electro/mechanical equipment, computer systems, complex software, or networked and/or wireless systems. Responds to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software. Reports design, reliability and maintenance problems or bugs to design engineering/software engineering. May be involved in customer installation and training. Provides support to customer/users where the product is highly technical or sophisticated in nature. The position job generally interacts directly with the customer/user where the product is highly technical or sophisticated in nature, such as with systems level software where the user has a technical background. Provides technical service management and technical support for customer programs. Assures all repairs are in accordance with company policy and procedure and customer quality requirements.

Responsibilities

Provides technical support to field engineers, technicians, engineering, and product support personnel who are diagnosing, troubleshooting, repairing and debugging complex electro/mechanical equipment, computer systems, complex software, or networked and/or wireless systems; Responds to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software; Reports design, reliability and maintenance problems or bugs to design engineering/software engineering; May be involved in customer installation and training; Provides support to customer/users where the product is highly technical or sophisticated in nature; The position job generally interacts directly with the customer/user where the product is highly technical or sophisticated in nature, such as with systems level software where the user has a technical background; Provides technical service management and technical support for customer programs; Assures all repairs are in accordance with company policy and procedure and customer quality requirements

Requirements

Sec + or other IAII certification required at time of hire; Network/ IT systems management; SQL server; Software administration; Troubleshooting in a windows environment; Experience with failure and root cause analysis reporting; Knowledge of CA Spectrum One Click software suite; Experience with Oracle CRM; Microsoft Terminal Server; HBSS; Anti-Virus; network monitoring tools; Asset management software; Associate's degree or equivalent is required plus a minimum of 3 years of relevant experience

Nice to have

Direct customer service and/or direct customer interaction experience is a plus; Microsoft Windows Active Directory tools a big plus; Support of DoD or DHS systems is desire