Job Details

ID #21579370
State Florida
City Stpetersburg
Job type Contract
Salary USD Depends on Experience Depends on Experience
Source Computer Enterprises, Inc.
Showed 2021-10-23
Date 2021-10-18
Deadline 2021-12-16
Category Technical support
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Sr. Technical Support Engineer SQL, Technical Customer Support

Florida, Stpetersburg, 16066 Stpetersburg USA

Vacancy expired!

We currently have a contract to hire position for a Sr. Technical Support Engineer in St. Petersburg, FL.W2 Candidates Only.

Shift: Monday-Friday with a variable start between 2-4 PM ET.

Must be able to work onsite at least 2 or 3 days a week. The Senior Technical Support Engineer is responsible for providing support for all customers. This position is responsible for troubleshooting issues in many areas such as, mechanical, hardware and pneumatic failures, software issues, network analysis and user related questions. The Engineer must exercise independent judgment to determine the source of the problem and the most appropriate way to resolve. The Technical Assistance Center provides technical support on a 24/7/365 basis.The role will provide technical support for products installed throughout the customer base. The role will support all interactions, via phone, e-mail, direct consultation and must assure prompt, courteous and professional service to our customers by effective communication, timely follow-up, technical expertise and adherence to department policies and standards. They will also need a clear understanding of when to escalate more complex and urgent issues.

Responsibilities:
  • Answer incoming support requests from internal/external sources to maintain acceptable service levels
  • Provide technical support for internal & external customers on multiple Products
  • Provide a pleasant and professional customer experience with all customers
  • Accurate documentation of the product issue, troubleshooting steps, and all customer interactions
  • Provide a timely response to all customer calls and/or escalations
  • Troubleshoot technical issues and identify root cause and solve issues, quickly determine more complex issues and escalate as needed
  • Follow all company processes, policies, and customer requirements
  • Educate customers as necessary to allow them to support themselves or resolve their issues
  • Utilize the department s knowledge base to determine proper troubleshooting course of action
  • Guide customers through manual resolutions when necessary
  • Provide remote connectivity support via any of the available methods
  • Manage assigned tickets, providing timely updates and/or resolution to meet the customers expectations
  • Utilize all commonly provided tools necessary to accurately support the issue
  • Collaborate with other team members to assist with a timely resolution
  • Identify new problems and contribute information necessary to document resolutions
  • Proactively identify trends at customer sites with respect to hardware and software that can lead to problems
  • Strive to meet individual, departmental and company goals & objectives
  • Provide database support services, gathering & analyzing statistical data for initial root cause
  • Attend customer conference calls and maintain ownership of complex issues while working towards resolution
  • Provide leadership to the team when management team is not available
  • Display leadership qualities and provide mentoring to Technical Support Engineers and Associates

Knowledge and Skills:
  • Experience using SQL database systems or Oracle, preferably in-depth troubleshooting.
  • Proficient in Microsoft Office & Operating Systems
  • Advanced understanding of computer hardware, network, and application support
  • Ability to maintain calm, professional demeanor when under pressure
  • Ability to multitask and manage a large workload
  • Advanced ability to troubleshoot hardware up to and including mechanical, electrical and pneumatic equipment
  • Strong organization skills

Basic Qualifications:
  • Bachelor s degree (In lieu of a Bachelor s degree, an Associate s degree and a minimum of 3 years of experience servicing equipment)
  • 1+ years experience working in a healthcare or technical customer support function
  • Work experience in SQL

Preferred Qualifications:
  • 4+ years of experience implementing and supporting of clinical solutions within healthcare
  • 1+ years experience implementing and supporting of clinical solutions within healthcare
  • Familiar with IV support functions

Work Conditions:
  • Office environment
  • Occasional work from home (requires functional, quiet environment)
  • On-Call Rotation
  • Must be able to work weekend shift
  • Occasional travel (5%)

Vacancy expired!

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