Technical Support Engineer

Overview:

The Technical Support Engineer provides prompt and courteous post implementation application and technical support via telephone and remote access to clients and Company field staff. This position is responsible for documentation, end user training, problem analysis and resolution.

Responsibilities:

• Respond to incoming calls from clients, and manages call issues in an ACD environment
• Receive calls from clients for support of their deployed systems
• Application troubleshooting
• Application upgrades/installs
• Network related issues
• Application user rights
• Software defects
• Incorrect use of applications
• HL7/Interface issues
• Hardware issues
• Database issues
• Other issues as come in from clients

• Analyze and resolve complex client problems and issues
• Trouble-shoot requests using available tools and resources and follow appropriate procedures
• Recommend changes to client processes
• Identify client responsibilities and communicate effectively to technical and non-technical people
• Utilize company resources in a responsible manner

• Manage expectations with external clients and communicate effectively with internal team members
• Document troubleshoot processes and problem analyses and resolutions effectively and thoroughly to technical and lay customers in the incident management system
• Communicate issues thoroughly and clearly to management, senior engineers and team members
• Review and analyze client history to determine new or existing incidents
• If new incident is warranted, open new case and proceed with documentation
• If existing case, review notes with client and proceed with documentation and troubleshooting next steps

• Evaluate client support issues and tasks to prioritize issues requiring urgency
• Determine when to involve additional TTT personnel to resolve an issue
• Recognize issues that require escalation to senior engineers and management
• Balance incoming support requests with ongoing responsibilities, training and commitments
• Stay current with updated product procedures and department policies as communicated in intra-department emails

• Use and maintain assigned company assets, such as computers, phones, etc., for optimal performance in the support of clients

• Follow proper guidelines to maintain client security and confidentiality and comply with client information security agreements

• Provide exceptional customer service and courteous and professional behavior with clients to promote continued positive client relationships

• Work independently with limited direction

• Perform other duties as assigned

Qualifications:

EDUCATION and EXPERIENCE:

1. Must be high school graduate or equivalent
2. Must have some post secondary education in information systems or related subject or equivalent combination of experience and education
3. Must have two or more years of experience in a technical environment that includes:
1. Experience with remote access/networking required, and
2. Experience with Microsoft operating systems required
4. Experience with technical support preferred
5. Experience with MS Access or MS SQL a plus

SKILLS:

1. Excellent interpersonal and customer service skills
2. Considerable tact to deal effectively with clients to resolve problems
3. Excellent verbal and written communication skills
4. Time management skills with the ability to prioritize
5. Ability to develop rapport and build relationships with clients
6. Self-starter
7. Ability to work in a fast-paced and challenging environment
8. Strong analytical and problem solving/troubleshooting skills
9. Strong attention to detail
10. Able to identify and manage complex technical configurations and factors

OTHER:

1. Work rotating shifts
2. Work from home during overnight, weekend, holiday and on-call shifts