Senior Support Engineer

SENIOR SUPPORT ENGINEER - OnBase experience required

Are you interested in growing your skills in the OnBase world? Are you a consultant at heart, looking to help customer drive maintain efficiencies through technology? Then KeyMark looks forward to talking to you!

Description

KeyMark is an industry leader in business process automation and consulting. We sell, install and configure award-winning software solutions for our customers. KeyMark is looking for individuals with real-world OnBase experience to join our Support Team.

This is not a helpdesk position. Our support engineers are OnBase certified to handle any issue that may be reported from our customers. On any given day, engineers may be assisting with a wide range of OnBase issues such as upgrades, troubleshooting issues related to database performance, web servers, infrastructure, architecture, permissions, antivirus, networking, maybe even diagnosing issues with any number of OnBase modules, and possibly debugging C#, JavaScript, or HTML code.

Essential Duties & Specific Responsibilities

• Obtain and maintain OnBase certifications and training.
• Deliver direct technical support to customers via phone, WebEx, and email.
• Assist customers with product upgrades.
• Escalate customer issues to management as needed.
• Apply sound troubleshooting techniques and principals to solve complicated problems.
• Know when to ask for help and when to help others.
• Participate in after-hours/weekend support on-call rotation.
• Effectively document all activity and communication with customers.
• Assist with continued improvement and development of the Support Engineering processes.
• Travel to provide onsite support to customers as needed.
• Manage support workload and other assigned tasks.
• Build and maintain positive relationships with KeyMark customers, business partners, and other KeyMark departments

Experience

Three or more years of experience administering, installing, configuring, and supporting Hyland’s OnBase software.

Must have technical Support experience with OnBase

Education & Certifications

Bachelor’s Degree in Computer Science or Engineering, 2 Year degree or associate degree in a relevant field such as Computer Science, Computer Technology, Engineering, IT, MIS, or equivalent working experience required.

OnBase certifications preferred:

• Installer
• Workflow Engineer
• Workview
• Support Engineer
• API

Knowledge & Technical Skills 

• Proficiency in OnBase.
• Strong verbal and written communication skills necessary to work with customers, vendors, and other KeyMark teams.
• Strong documentation skills to detail customer interaction, problem definition, troubleshooting and issue resolution.
• Excellent troubleshooting skills with the ability to resolve complex technical problems.
• Working knowledge of Windows Server, Active Directory, Internet Information Server, and SQL Server
• Critical thinking, logical and analytical skills
• Proven ability to work both independently and with a team, as well as follow direction from management.
• Prefer experience upgrading complex systems
• Relevant product certifications with OnBase, AnyDoc, or Kofax, preferred
• Must have fundamental understanding of C#, HTML, JavaScript
• Development experience is a plus.

Other

• Disciplined work habits, attention to detail, and a strong sense of self-motivation.
• Ability to work well in a team environment
• Exhibits organizational and time management skills necessary to work on multiple tasks in parallel.
• Negotiation, communication, and influencing skills.
• Ability to take initiative and adapt to direction changes and challenges.

Travel Requirements

Less than 10%

Special Working Conditions

None.

Additional Information

Due to the nature of the business, some after hours and weekend work may be required and rare visit to customer site(s).