The Associate Technical Support Engineer provides technical support to customers, troubleshoots software issues, collaborates with development teams, and ensures customer satisfaction through effective communication and service.
Associate Technical Support Engineer
The Associate Technical Support Engineer ensures Park Place Technologies derives maximum benefit from the sale of its products by providing customers with high quality Technical Support.
Responsibilities:
- Advise customers how to configure and use Park Place Technologies’ software products to satisfy their operational needs.
- Trouble-shoot and identify the cause of customer software product problems.
- Resolve customer problems, ensuring workarounds and software patches are made available in accordance with agreed service levels.
- Ensure all customer problems and queries are logged in Park Place Technologies’ Helpdesk system, escalated where appropriate and tracked through to completion.
- Work closely with Software Development Teams on the resolution of customer problems.
- Engage with Sales and Pre-Sales Teams to facilitate successful Proof of Concept trials.
- Develop and maintain a full and current awareness of Entuity products.
- Maintain an awareness of IT technologies relevant to the operation of Park Place Technologies’ products and services.
- Advise customers how to integrate Entuity software with corporate user authentication systems (e.g., Active Directory, LDAP, SAML, SSO).
- Advise customers how to customize Entuity software dashboards, reports, and exports.
- Develop and supply to customers customized rules and scripts using Groovy scripting language to change how Entuity Software processes alerts and forwards them to third-party software products.
- Develop and supply to customers customized configurations using Stormworks Statement language to change how Entuity Software collects and processes data.
- Issue customer licenses as required.
- Create and issue Device support software configurations and overrides to customers as required.
- Other duties as assigned.
Basic Qualifications:
- Bachelor’s degree required in a Computer Networking or Software related discipline.
- A minimum of 1-3 years’ experience of MS Windows, Red Hat Linux and VMware.
- Knowledge of network technologies and device types (routers, switches, load balancers, etc.).
- Self-confident and resourceful with a positive attitude.
- Well organized and able to stay focused when under pressure.
- Enjoys problem solving and interaction with others.
- Good communication skills and a sense of humor.
Preferred Qualifications:
- Network device vendor certifications (CCNA, JNCIA).
Travel:
- 0%
Top Skills
Groovy
Ms Windows
Red Hat Linux
VMware
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