Small software/engineering company is searching for a skilled, dedicated Software Technical Support Technician to work in its Customer Care Team and support customers using its software products.

Job Description

• Investigate the technical issues of company’s software products encountered by customers and communicate with the customer to resolve the issues.
  
• Research product documentation to help understand the software and help customers use its applications.
  
• Work with Product Managers and Developers to seek their inputs in resolving software problems.
  
• Log all the communications, phone calls, internal tests and activities.
  
• Enter software defects and enhancements with detailed descriptions in defect tracking system.
  
• Write Knowledge Base articles.
  
• Be on–call after hours by rotation (typically one week per month) through the use of company provided cell phone and VPN connection. The on-call support is compensated over and above the regular salary.
  
• Assist customers with software installations and troubleshooting via remote connection (Microsoft LiveMeeting).
  
• Proactively follow-up with customers and coworkers regarding software issues and questions.

Job Requirements

• Microsoft Certified IT Professional (MCITP) certification.
  
• Minimum 2 years experience in IT or software installation and support in the Windows environment.
  
• Thorough understanding of networking concepts, firewalls and DMZ setups.
  
• Experience in installation and configuration of MS SQL Server and Internet Information Server (IIS).
  
• Experience in setting up, configuring, and fault-finding web applications.
  
• Must be able to backup and restore MS SQL Server databases (SQL2005/2008).
  
• Must have excellent verbal and written communication skills.
  
• Ability to multi-task and resolve several issues at the same time.

·         Applicants must be a US citizen or permanent resident (green card holder).

Preferences

• Ability to write and execute SQL queries.
  
• Knowledge of, or experience in, processing plants (petro-chemical, refineries, power plant, etc.).
  
• Experience with Microsoft CRM software.