Sr. Technical Support Engineer
Brand: Skillsoft
Req#: 462444
# of Positions: 0
Updated: 03/13/2018
Job Type: Regular
Location: Fredericton NB
Category: Support
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Job Description

Job Description:

The Sr. Technical Support Engineer supports internal teams and clients in the scoping, design, development and implementation of application integration solutions that facilitate the delivery of Skillsoft’s services to client audiences.    Additionally, this position is responsible for project managing complex and sensitive investigations into client reported issues that are impacting the successful use of Skillsoft applications within client environments.


Job Responsibilities:

Lead solution design initiatives that facilitate the delivery of Skillsoft’s services to client audiences

Facilitate the implementation of client application integration solutions

Field inbound customer support requests

Handle requests of both a technical and non-technical nature

Lead complex and sensitive investigations into client reported issues

Work closely with client account management teams to ensure customer satisfaction

Produce effective incident reports and documentation of procedures

Document details related to client specific deployment solutions

Demonstrate initiative in learning and assisting colleagues with new and existing technologies

Identify opportunities to improve current work processes


Job Requirements:

Post-secondary education in the Information Technology field, or an equivalent combination of training and experience

Previous experience (minimum 3 years) working in a Technical Support or Customer Service role for an e-business company, internet service provider or software vendor

Ability to function in a team-oriented environment

Experience providing service to both consumers and corporate customers

Demonstrated competencies in the areas of customer satisfaction and effective time management

Excellent analytical and troubleshooting skills

Ability and willingness to learn and participate in ongoing education

Ability to capture and manage client requirements and expectations

Excellent time management and organizational skills; you must be results and deadline oriented


Skills Required:

Ability to communicate information and ideas clearly and concisely, orally and in writing

Expert level knowledge of all Windows Operating Systems, Windows Active Directory, Microsoft Office Suite applications and all common Internet browser applications

Expert level knowledge of common Internet communication protocols, including SOAP and SAML standards

Experience in web based application development using common programming languages (Microsoft .NET/ASP, JSON, Java, PHP, etc…)

Experience in the administration of common web server applications such as MS IIS, Apache, Tomcat

Familiarity with common network security and management devices/applications, including proxy servers and firewalls

Familiarity with AICC / SCORM standards is beneficial

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Skillsoft is an Equal Opportunity-Affirmative Action Employer: It is the policy of Skillsoft Corporation to provide equal employment opportunities to applicants and employees without regard to race, color, national origin, citizenship, religion, sex, sexual orientation, age, marital status, disability (mental or physical), protected veteran status, genetic information or any other class protected by law