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About the Role
The Sr. Technical Support Engineer ensures Park Place Technologies derives maximum benefit from the sale of its products by providing customers with high quality Technical Support.
Responsibilities
- Provide advanced support services including software deployments, specialized configurations, customizations, and other services as agreed with the customer.
- Run customer workshop sessions.
- Work closely with Sales Account Managers and Solution Architects.
- Mentor and guide others in resolving complex software operational issues.
- Advise customers how to configure and use Park Place Technologies’ software products to satisfy their operational needs.
- Trouble-shoot and identify the cause of customer software product problems.
- Resolve customer problems, ensuring workarounds and software patches are made available in accordance with agreed service levels.
- Ensure all customer problems and queries are logged in Park Place Technologies’ Helpdesk system, escalated where appropriate and tracked through to completion.
- Work closely with Software Development Teams on the resolution of customer problems.
- Engage with Sales and Pre-Sales Teams to facilitate successful Proof of Concept trials.
- Develop and maintain a full and current awareness of Park Place Technologies’ software products.
- Maintain an awareness of IT technologies relevant to the operation of Park Place Technologies' software products and services.
- Advise customers how to integrate Entuity software with corporate user authentication systems (e.g., Active Directory, LDAP, SAML, SSO).
- Advise customers how to customize Entuity software dashboards, reports, and exports.
- Develop and supply to customers customized rules and scripts using Groovy scripting language to change how Entuity Software processes alerts and forwards them to third-party software products.
- Develop and supply to customers customized configurations using Stormworks Statement language to change how Entuity Software collects and processes data.
- Issue customer licenses as required.
- Create and issue Device support software configurations and overrides to customers as required.
Requirements
- Bachelor’s degree required in a Computer Networking or Software related discipline.
- A minimum of 5-7 years’ experience of MS Windows, Red Hat Linux and VMware.
- 3-5 years’ Technical Support Engineer experience.
- Knowledge of network technologies and device types (routers, switches, load balancers, etc.).
- Advanced understanding of IT technologies relevant to the operation of Entuity products and services.
- Exceptional interpersonal, verbal and written communication skills.
- Proven ability to work in a professional manner to resolve customers’ technical issues.
- Network device vendor certifications (CCNA, JNCIA).
- Experience of operating and/or supporting Infrastructure Monitoring tools.
Skills
- MS Windows
- Red Hat Linux
- VMware
- Network technologies
- Groovy scripting language
- Stormworks Statement language
- Active Directory
- LDAP
- SAML
- SSO
Experience Level
- 5-7 years’ experience of MS Windows, Red Hat Linux and VMware
- 3-5 years’ Technical Support Engineer experience
Education Level
- Bachelor’s degree in a Computer Networking or Software related discipline