Senior Technical Support Engineer -# 2046

Job Description-

ESSENTIAL DUTIES AND RESPONSIBILITIES

• 4+ years of experience supporting enterprise software applications and system integrations.

• Under minimal supervision, serve as Tier 2 triage/troubleshooter for Nexidia Hosted and On Premise deployments.
• Communicate with customers directly via telephone and e-mail in a professional and diligent manner. Ensure customers are satisfied prior to closing support issues.
• Coordinate with team members to manage and contribute to daily team workload.
• Performs and documents root-cause analysis as needed to resolve or escalate software and deployment issues.
• Work with QA, Professional Services, IT, and Deployment Services to gather and document technical information needed to resolve or escalate product issues.
• Contribute to process and troubleshooting documentation in the support knowledge base.
• Help foster innovation in tools and processes to make the team more effective and efficient.
• Adhere to defined technical support process and offer improvements as necessary.
• Understands and adheres to Nexidia compliance standards as they appear in the Employee handbook, Corporate Compliance Policies, Code of Conduct and Conflict of Interest Policy.
• SQL Server (DBA activities, experience with SQL queries, functions, and stored procedures)
• Windows server (IIS, Windows security, optimization, and troubleshooting)
• Networking fundamentals (TCP/IP, LAN, WAN, VPN routing, Audio codec,)
• Security and encryption fundamentals (SSL/TLS, SSH, PGP)
• Ability to read and understand program source code.
• Web technologies (ASP.NET, XML, XSLT)
• Meticulous about documentation and record-keeping
• Strong communication skills (verbal, listening, reading and writing skills)
• Demonstrated problem solving , troubleshooting and analytical skills
• Work successfully in a strong team environment
• Basic understanding of Virtualization and AWS concepts.

EDUCATION AND EXPERIENCE

 BS in Computer Science, Engineering, or Mathematics; equivalent work experience considered.