Skillsoft
Technical Support Engineer
Brand: Skillsoft
Req#: 462565
# of Positions: 0
Updated: 03/13/2018
Job Type: Regular
Location: Fredericton NB
Category: Support
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Job Description

Job Description:

The Technical Support Engineer (Tier 2) is responsible for handling escalated cases, which may involve all manner of problem types.  They will also be accountable for working with teammates to increase competency and further ensuring quality.  The Technical Support Engineer will be called upon to participate in client engagements with Inside Sales.

 

Job Responsibilities:

In-depth understanding (“expert user”) of the functionality and capability of Technical Support tools

Ability to use his/her skills to effectively handle and resolve inbound customer service requests

Ability to handle calls of both a technical and non-technical nature

Ability to produce effective incident reports and documentation of procedures

Identifying opportunities to improve current work processes

Liaison with client and ensure clients’ needs are met

Provide constructive training and feedback to junior support personnel

Ensure service level agreements are being met within the Technical Support center at all times

 

Job Requirements:

Post-secondary education in a related field or an equivalent combination of training and experience

Previous experience (2+ years) working in a Technical Support function or a Customer Service Center for an e-business company, Internet Service Provider or software vendor, with experience providing service to both consumers and corporate customers. 

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

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

The ability to function in a team-oriented environment

Understand and utilize new technologies / systems

Strong analytical and troubleshooting skills; proactive in short and long-term problem solving

Ability and willingness to learn and participate in ongoing education

The ability to capture and manage client requirements and expectations

 

Skills Required:

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

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

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

In depth knowledge of common Internet communication protocols

Experience in Microsoft SQL administration and SQL programming

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

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