You would be working with a global software company leading a small team who support their various applications
Day to day activities include
Managing day-to-day operations of the team
Serve as an escalation point of contact for the team, working on Tier 3 level issues.
Diagnose and explain external hardware and software issues that affect the use and/or configuration of software products
Assist in the installation, configuration, use and maintenance of software applications that interact with the Windows Operating System
Test reproduce and document defects and feature requests – include the steps to reproduce, relevant logs and snapshots
Recommend possible workarounds, patches, and/or upgrades
Have the ability to work any shift in a 24x7 call center environment
Assist with licensing and activation issues
Maintain and manage “sandbox” systems – physical and virtual
Analyze and dissect complex technical issues.
Participate in software development lifecycle process – defect reporting/prioritization, documentation and usability reviews, project release teams
5-8 years of professional experience in a technical support software product call center environment troubleshooting Windows software applications
Experience with web technologies (i.e. IIS, AS2, EDI, PGP, PKI, S/MIME, Apache)
Basic Windows administration and configuration knowledge.
Basic knowledge of internet protocols (DNS, FTP, HTTP, LDAP, SMTP, SNMP, IMAP, SSL, POP3, SSH, WMI, TCP/IP, IPv4, IPv6 and IPSec)
Experience with a CRM or defect tracking system
Knowledge of troubleshooting tools such as: Telnet, Ping, TraceRT, NSLookup
SQL (MySQL, SQL, Oracle) knowledge and database administration (configuration, queries, Management Studio) preferred
Working knowledge of Windows and Networking
Nice to have
Managed file transfer, Network Management or E-mail and Messaging technologies
Windows and/or Linux/Unix system administration and configuration