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Technical Support Engineer I
Brand: SumTotal
Req#: 165781
Updated: 01/15/2013
Job Type: Regular
Location: US-FL-Gainesville
Category: Support
Salary: Salary + Bonus
Benefits: Benefits
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Job Description

As a member of SumTotal Customer Support, Technical Support Engineers provide real-time technical support on SumTotal Enterprise products by staffing the phones full time and using SumTotal's internal incident tracking system. We partner with our employees to provide an exciting work environment that everyone has an opportunity to shape. We value team players who are self-directed and want to influence the next wave in Internet technology. Please note this is not an IT desktop or systems administrator position. 


  • Troubleshoot callers’ requests/problems and accurately record them.
  • Solve basic common user problems in real time, including software functionality problems and questions; data communication/networking troubleshooting and installation problems and questions; PC configuration and network configuration; OS and browser related issues.
  • Escalate top priority, production-critical issues to the appropriate technical staff.
  • Streamline and improve current procedures and assist in documentation and training.
  • Ability to adjust schedule to provide extra phone coverage as needed.
  • Global Incident Routing. This includes validation, processing, triage, routing decision points and assignment.
  • Meet individual productivity goals set by management.
  • All other assigned tasks.
  • Basic networking experience with tcp/ip and Windows network
  • Practical experience with virtualization tools, VMWare experience desirable
  • Basic system administration experience on windows and sql server preferred
  • Practical experience with Oracle and SQL Server systems and Microsoft Windows NT in a web technology environment; .NET experience desirable.
  • Skill with HTML, ASP JavaScript, SQL desired
  • ECommerce experience and professional IT experience are highly desirable.
  • Personal schedule must allow for some flexibility


More about SumTotal: SumTotal Systems is the global leader in strategic human capital management (HCM) software, and offers an integrated line of solutions dedicated to managing companies’ most valuable asset- its people. As the largest and most profitable independent HCM company in the industry and recognized by analysts as the most complete solution, SumTotal is proud to include over half of the Fortune 500 as our customers. We are looking for people who are passionate, dedicated, and motivated by lifelong learning. We provide each employee not just a competitive salary structure, bonuses, and a benefits plan, but also a chance to develop your talent. If you’re creative, forward thinking, and have a passion for excellence, SumTotal is the right place for you.  To learn more, visit the SumTotal website: SumTotalSystems

SumTotal is an EEO/AA employer.

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