Principal Technical Support Analyst

Job Description

Job Description

Provides technical support to company customers, field engineers and technicians who are diagnosing, repairing and debugging complex electro/mechanical equipment, computer systems, complex software and networked or wireless systems. Isolates or fixes problems in malfunctioning equipment or software.

Reports design, reliability and maintenance problems or bugs to design engineering/software engineering. May be involved in customer installation and training. Provides support to customer/users where the product is highly technical or sophisticated in nature. Normally receives general instructions on routine work, detailed instructions on new projects or assignments.

Job Responsibilities:

• Researches and resolves customer reported issues related to a product or discipline. Gathers data, tests and replicates problems. Answers questions related to configuration and operation by testing, reviewing code (if available) and reviewing documentation.

• Work with customers virtually to discuss and resolve issue.

• May install application and troubleshoot failure of installations.

• Write SQL queries to assist with troubleshooting or resolving issues.

• Consults with and coordinates the efforts of other technicians to resolve customer issues and questions in a timely manner.

• Perform other duties as assigned.

• Understand and adhere to all corporate policies to include but not limited to the ACI Code of Business Conduct and Ethics.

Knowledge, Skills and Experience required for the job:

• Bachelor's degree or equivalent experience in product/customer support.

• 2 years of related experience.

• 2 years of SQL experience.

• Knowledge of payment processing a plus.

• Knowledge Java.

• Knowledge of networks.

• Windows/Linux experience.

Work Environment:

• Standard work environment

• On-call is required, one week every four to five weeks.

• Travel required, may be domestic or international

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