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Job Title: *Systems Technical Support Analyst* Location: Reston, VA Type of position: Full-time Reports to (Position): Technical Support Manager Division/Department: Operations General Description: · Provide front-line software technical support, investigating and resolving questions and problems associated with all systems (hardware and software) supported by Company · Master products and related technologies to provide quality customer support and to assist other technical support staff. · Reviews and prioritizes assigned customer reported issues to ensure that issues are being effectively addressed · Write and review documentation including User Guides and/or other documents required when communicating with Company's customers. · Ensure all response time commitments and call back commitments are met · Identify recurring support problems and makes recommendations for correcting. · Maintain technical and knowledgebase documentation. · Record and/or maintain accurate activities in the problem tracking database for their incidents · Work independently on assigned projects. · Assists project teams in conducting analysis and gathering information for new or existing projects. May provide emergency support during non-business hours, including some weekends and holidays, as required by customer operating demands. Basic Requirements (e.g. communications skills, technical skills, physical requirements, travel): · Strong customer interaction skills · Strong hands-on SQL skills and experience · Demonstrated proficiency with Windows XP, TCP/IP, Routing, DCOM, CCTV, Video Switchers, and Multiplexers. MCSE or equivalent experience preferred. · Proven track record in an end-user technical support role supporting a software driven product at remote customer sites. · Strong configuration management skills · Ability to work independently and as part of a team in a customer-driven, fast-paced environment · Previous experience in the CCTV security market segment highly desirable. · Familiarity with Salesforce.com CRM applications a plus Limited Business Travel but potential for some night and weekend work Work Experience Requirements Minimum: · 3 – 5 years or more of in-depth technical support experience · 3 – 5 years experience with installing and troubleshooting network devices/appliances · 1 – 3 years hands on experience with Windows Server products. · Familiarity with IP network protocols and services Microsoft MCSE, Network+ and/or A+ certifications are a plus Education Requirements Minimum: Bachelor’s Degree Preferred: Bachelor’s Degree Computer Science, Information Systems, or related Thanks&Regarsd Roop K Source Inc The Source for Talent [email protected] | www.ksourceinc.com 9555, Lebanon Road, Suit # 103, Frisco, Texas – 75035 248-458-1322 x 203 | 248-458-4100 x 203 | Fax: 248-498-6173 -- You received this message because you are subscribed to the Google Groups "ORACLE DWH DBA" group. To post to this group, send email to [email protected]. To unsubscribe from this group, send email to [email protected]. For more options, visit this group at http://groups.google.com/group/oracle-dwh-dba?hl=en.
