Technical Support Engineer

Company Description

insightsoftware is a growing, dynamic software company that helps businesses achieve greater levels of financial intelligence across their organization with our world-class financial reporting solutions. At insightsoftware, you will learn and grow in a fast-paced, supportive environment that will take your career to the next level. We are looking for future insighters who can demonstrate teamwork, results orientation, a growth mindset, disciplined execution, and a winning attitude to join our growing team!

Job Description

Work Timings: Rotational Shift (Night: 5:30 PM to 2:30 AM, or 6:30 PM to 3:30 AM, or 10:30 PM to 7:30 AM)

Responsibilities: 

• Provide resolutions and/or workaround advice in response to customer queries as appropriate.
• Contribute directly and secure and coordinate any additional resources required to deliver appropriate resolutions.
• Respond positively to all customer queries.
• Reproduce reported problems for diagnosis/further analysis, passing acknowledged product errors to the software development team for fixing, and details of the replication to the test team.
• Assist Development and Product Verification in confirming and diagnosing escalated issues.
• Track support calls through to closure and is prepared to justify actions taken.
• Contribute to, and share in, the learning of the team.
• Part of a professional, customer-facing team who works with users and administrators of Magnitude software products, product developers, testers consultants, pre-sales, and sales consultants.
• Provide first-class customer service to external and internal users.
• Ensure that service levels are met for each assigned incident.
• Determine the urgency of users’ issues and potential effects they may have.

Qualifications

Technical Requirements:

• Highly experienced working with Excel and MS Office suite
• Support and troubleshoot Windows OS (including Windows Server)
• Knowledge of Windows Active Directory and Azure Active Directory
• Experience with SQL Server/SQL Server Management Studio
• Knowledge of Dynamics ERP Systems (NAV, GP, BC)
• Experience configuring/troubleshooting https websites in IIS including SSL Certificates
• Experience troubleshooting networking/DNS configuration
• Troubleshoot Windows Scheduler tasks including SMTP mail configuration
• Troubleshoot Windows Services

Personal Requirements:

• Excellent Oral and written English communication skills
• Strong and structured analytical skills, Good problem-solving skills.
• Willingness to own problems and see them through to completion.
• Able to balance between customer empathy and constraints of supporting a commercial product.
• Involvement in on-call and/or shift work, as necessary.
• Desire to continually improve technical and problem resolution skills and strive for excellence.
• Team player with an ability to work under pressure.
• Ability to see the bigger picture, not just the issue as presented.
• Remaining objective in all dealings with customers.
• A positive attitude towards solving customer problems.
• Ability to accurately prioritize tasks and accomplish them in a timely fashion.
• A passion for customer success and technology
• Attention to detail

Additional Information

All your information will be kept confidential according to EEO guidelines.

** At this time insightsoftware is not able to offer sponsorship to candidates who are not eligible to work in the country where the position is located. **

insightsoftware About Us: Hear From Our Team - InsightSoftware (wistia.com)