Technical Support Engineer

Provides regular updating of support cases to record progress of open issues in call tracking system, hosting shared sessions with customers to diagnose reported problems, interacting with Sustaining Engineering for items that require escalation, and documenting technical solutions and product information in the knowledge base. This is an advanced support group : act as an SME in a broad range of topics, owning and resolving all but the most complex of issues from start to finish.

• Typically requires proven knowledge of Windows or Linux Server management experience
• Knowledge of Email systems and Networking experience in a technical support / help desk environment
• Proven understanding of email, TCP / IP, HTTP, SSH, DNS, SMTP, FTP, LDAP, Linux, MySQL & Exchange
• Ability to independently troubleshoot software applications and complex distributed system environments involving multiple configurations and protocols
• Solid experience in problem analysis and resolution of software problems