JOB PURPOSE:
The Technical Support Engineer is responsible for providing business critical technical support to partners, highly-skilled customers, IT and functional staff, including Database Administrators, System Administrators, IT Managers and Directors, line-of-business Managers and Financial Controllers. In addition, the position requires frequent interaction with Product Development and Consulting Services, to deliver complete, comprehensive solutions and constant software and process improvement. In the role of Technical Support Engineer you will be providing telephone and/or Web based support for Kofax products.
KEY RESPONSIBILITIES:
- Take ownership of customer issues and see problems through to resolution and provide enterprise level technical support to our customers via phone, web, and email and other support channels as required.
- Research, diagnose, troubleshoot and identify solutions to resolve customer issues related to application use, design and configuration.
- Provide prompt and accurate feedback to customers.
- Effectively communicate complex technical issues to a broad range of customers and departments within Kofax, such as product management, software engineering, sales, and quality assurance.
- Mentor and provided advice to Associate Technical Support Engineers and other Technical Support Engineers as needed.
- Take issues elevated from Associate Technical Support Engineers as needed and directed by management.
- Elevate customer issues to senior support engineers as needed, providing detail description of problems along with steps taken to analyze the problem.
- Use approved protocol to communicate with Development engineers on the analysis of software issues.
- Elevate hot fix requests to support managers for processing based on approved protocol.
- Participate in regular support team meetings.
- Contribute to the body of knowledge by creating and maintaining knowledge base articles and other technical documents.
- Prepare test systems for replication of user issues.
WHILE THE JOB DESCRIPTION DESCRIBES WHAT IS ANTICIPATED AS THE REQUIREMENTS OF THE POSITION, THE JOB REQUIREMENTS ARE SUBJECT TO CHANGE BASED UPON ANY CHANGING NEEDS AND REQUIREMENTS OF THE BUSINESS.
Required Skills
Required Skills and Knowledge:
- Expert in network trouble shooting skills in an enterprise environment.
- Experience with network software diagnostic tools, such as Wireshark and Fiddler.
- Familiarity with Windows diagnostic tools, such as Process Monitor and Event Viewer.
- Knowledge of and experience with Microsoft Office (Word, Excel, Visio, PowerPoint).
Desired Skills and Knowledge:
- Mobile Device Support
- VMWare
- Microsoft IIS
- SQL
- Oracle
- Windows Server Operating Systems
- Load Balancing
- Microsoft SharePoint
- Proprietary Software Support
WHILE THE JOB DESCRIPTION DESCRIBES WHAT IS ANTICIPATED AS THE REQUIREMENTS OF THE POSITION, THE JOB REQUIREMENTS ARE SUBJECT TO CHANGE BASED UPON ANY CHANGING NEEDS AND REQUIREMENTS OF THE BUSINESS.
Required Experience
- A bachelor's degree in computer science, computer information systems or related experience.
- A minimum of 2 to 5 years providing enterprise level technical support experience.
- Resourceful team player with strong interpersonal skills.
- Result-oriented with strong problem-solving skills.
KOFAX, INC. IS AN EQUAL OPPORTUNITY EMPLOYER, M/F/D/V