Tier 2 Technical Support Engineer

Do you enjoy working as part of a team and directly with customers to resolve challenging technical issues?

We are looking for a highly qualified Tier 2 Technical Support Engineer specializing in handling customer support issues, diagnosing problems, determining appropriate corrective action, escalating issues to Tier II support and monitoring issues until resolution. Additional duties include maintaining ticket information and preparing knowledge base articles along with reporting on SLA performance metrics to management.

Core Responsibilities:

• Work directly with Customers to resolve complex technical issues
• Work with support personnel to troubleshoot and resolve technical issues related to the deployment and use of company applications
• Contribute to the growing knowledgebase of documented technical solutions
• Use a variety of tools and techniques to isolate and diagnose application issues
• Accurately document Customer environments as part of the installation process
• Re-create software/hardware environments in order to troubleshoot application issues
• Collect, summarize, and clearly articulate information on software-related issues to Development
• Support of international Customers based in EMEA and APAC

Qualifications and Skills:

• Degree in Computer Science or equivalent experience
• Ability to recognize and articulate complex problems
• Experience troubleshooting and/or developing complex distributed systems
• Experience troubleshooting and/or developing windows and Web applications, windows services, and Web services
• Experience directly supporting end-users of commercial off the shelf software
• Ability to effectively plan and organize your work
• Ability to effectively and efficiently address multiple concurrent demands
• Experience with Microsoft SQL Server 2005 deployments, databases, tools and the Structured Query Language.
• Experience troubleshooting applications built on Internet Information Services and the Microsoft.NET Framework
• Good working knowledge of MS Office applications, MS Visio, MS Project

Personal Attributes:

• Excellent Customer facing skills
• Excellent Telephone manner
• Enjoys the challenge of solving technical issues
• Ability to transition between multiple roles
• Breaks complex issues in to constituent parts for more productive troubleshooting
• Interacts easily with both technical and non-technical people
• Excellent communication and influencing skills, including clear and logical presentation skills
• Self motivated and proactive
• Ability to work with little supervision
• A fast and willing learner
• Meticulous about documentation and record keeping
• Ability to focus on critical issues when presented with multiple distractions
• Ability to work well in a team environment

Desirable experience and skills:

• Knowledge of C# and the .NET Framework
• Technical Training background
• Experience with Active Directory and Windows security
• Developed software toolkit to assist with troubleshooting
• Experience with the following Programming/Scripting Languages: C#, Perl, and Python, SQL

Required Technologies:

• MS Windows 2003 Server
• SQL Server 2005
• SQL Server 2005 Reporting Services
• IIS 5.0
• IIS 6.0
• .NET 2.0
• Media Players
• High Availability Storage