Technical Support Engineer I
Job Type: Contract to Hire
GUIDING PRINCIPLES: We take pride in our mission and are grateful for the opportunity to do noble work · We value honesty and treat others with respect · We innovate to solve problems and create elegantly simple offerings · We hold ourselves and one another accountable · We relentlessly pursue continuous improvement and challenge the status quo · We contribute positively to meaningful outcomes for our partners and for healthcare · We make sound decisions and operate efficiently in order to sustain employment and grow the business JOB
SUMMARY: Provides post implementation technical support via telephone to clients and our internal staff to ensure that incidents and problems are accurately resolved in a prompt and courteous manner.
PRIMARY DUTIES AND RESPONSIBILITIES · Responds to incoming calls from clients, and manages call issues in an ACD environment according to departmental guidelines and policies to ensure prompt and courteous service. · Collaborates with peers, senior TSEs, management, other internal departments, and clients to troubleshoot, provide workarounds, and solutions to internal and external clients in a timely manner. · Escalates cases based on departmental guidelines. · Submit software defects and enhancements as per departmental guidelines to ensure software design changes are properly documented and prioritized. Perform application testing to ensure software functionality meets agreed upon specifications.
EDUCATION · Bachelors in Computer Science, Software Engineer, MCSE or related is preferred · Associates in Computer Science, Software Engineer, MCSE or related is required Licenses and Certifications · A+, Network+, Microsoft is preferred
EXPERIENCE · Experience providing external end user application or desktop support. · Experience supporting Microsoft SQL server. · Experience supporting Microsoft server. · Experience providing external IT support.
SKILLS · Excellent interpersonal and client support skills · Excellent communication skills both written and oral · Excellent problem-solving and troubleshooting skills · Working knowledge of Microsoft SQL Server Software · Working knowledge of remote access software such as RDP, Cisco VPN, Bomgar, etc.