General Summary
The Technical Support Representative interacts with international technical staff and end users on Tier I-III support requests identifying and resolving software issues related to our products. This position works with multiple groups to replicate, isolate and identify root cause while providing workarounds and testing hotfixes and patches. Support duties include troubleshooting Microsoft Server and Client operating system and application issues over local and wide-area networks and Microsoft Office applications. Candidates for this position should be excellent communicators that are able to multi-task and poses strong technical problem solving skills. Primary client contact methods include e-mail and phone.
Knowledge, Skills and Abilities Required
• Windows Server and Windows Client operating systems including Installation, configuration and security concepts
• SQL Server experience
• MS Internet Information Server (IIS) experience
• Networking, DNS, TCP/IP, Active Directory experience
• Strong knowledge of all MS Office applications with advanced MS Excel experience (Pivot Tables, Macros, Charting, etc)
• MS Internet Explorer configuration and support
Knowledge, Skills and Abilities that benefit the position
• New product development process experience
• Advanced SQL Server and or IIS experience (Administration level)
• Microsoft training and or certifications
• MS Project Professional and or Server
• Junior level VBA experience
• Relational database experience
Travel Profile Required
• Little to no travel
Education and Experience Required
• High school diploma and post secondary equivalent to an Associate Degree
• 1+ years Support experience
Proposed Compensation Plan
• Salary commensurate with experience
• Standard HR benefit package
Sopheon is an international provider of software and services for product life cycle management. Sopheon's Accolade® solution enables manufacturers and service providers to achieve sustainable market differentiation by synchronizing strategic roadmapping, idea development, and innovation process execution.
Our customers are in a range of industries, and include such companies as BAE Systems, BASF, Cadbury, Celanese, Electrolux, General Motors, Honeywell, PepsiCo, Motorola, and Verizon Wireless.