Job Description
The Technical Support Engineer, provides technical support to field engineers, technicians, test engineers, and product support personnel who are diagnosing, troubleshooting, and repairing equipment, systems, software, or hardware. Provides technical support to customers, ensuring resolution of escalated issues.
MINIMUM QUALIFICATIONS
Minimum of 18 months of experience in Networking.
Minimum of 18 months of experience in Linux.
Minimum of 18 months of experience in Customer Service.
PREFERRED SKILLS
Bachelor’s degree preferred or 3 to 5 years’ experience in IT.
.NET experience recommended.
MySQL experience recommended.
ESSENTIAL FUNCTIONS
Interacts with product support personnel, and potentially the customer, when the customer’s problem cannot be resolved directly by first-level resources.
Provides technical assistance to customers. Provides support to customers/users if product issues are encountered. Analyzes the problem as described by the customer and determines the best course of action.
Interacts directly with the customer/user when the product is highly technical or sophisticated in nature, such as with systems level software where the user has a technical background.
Includes all appropriate departments to facilitate a successful resolution to any client issue.
Reports design, reliability and maintenance problems or bugs to software engineering. Creates defect records on all reported issues with supporting files and examples for development to create code fixes.
Prepares test environment when necessary to simulate, document or recreate errors or problems reported by customer to determine appropriate action. May prepare test environment and test new enhancements or other internal quality testing.
Maintains familiarity with company products by attending training classes, observing experienced support personnel, reading software documentation, and participating in on-line training programs.
May bid and complete Customer Work Requests (CWRs) in accordance with company standards.
May be involved in customer installations, upgrades, and training.
Equal Employment Opportunity
Applicants for U.S. based positions with Jack Henry & Associates must be legally authorized to work in the United States. Verification of employment eligibility will be required at the time of hire. Visa sponsorship is not available for this position.
Jack Henry & Associates, Inc. is an Equal Employment Opportunity/Affirmative Action Employer and maintains a Drug-Free Workplace.
Females, minorities, veterans, and individuals with disabilities are encouraged to apply.