Technical Support Specialist

2 semanas atrás

São Leopoldo, Brasil Fortive Tempo inteiro

The Technical Support Specialist is responsible for providing technical support for Accruent’s Enterprise Solutions and is a point of escalation for support issues. Responsibilities include working with internal and external customers to troubleshoot, document, identify root cause, and resolve technical problems. The Technical Support Engineer I will need to have an understanding of each piece of the technical stack from the hardware layer to the application code.

The ideal candidate will be highly motivated and have a passion for technology, customers, and problem solving. If you are self-driven, enjoy working in a team environment, have a pioneering spirit and enjoy helping others be successful, Accruent may be a fit for you.

ESSENTIAL DUTIES & RESPONSIBILITIES

  • Maintain a working knowledge of Accruent-supported products and technologies.
  • Act as technical resource for Software Support Teams.
  • Identify, document, confirm product defects.
  • Work with all levels of support to document resolutions and continually drive first call/first touch resolution.
  • Interact with customers, partners, field teams, and software developers to provide technical advice and assistance and define requirements.
  • Prioritize, research, troubleshoot, and resolve escalated technical issues. As needed, identify workarounds and communicate to customers.
  • Troubleshoot and analyze databases, application servers and new technologies.
  • Participate in root-cause analyses, communicate options for resolution and provide recommendations to customer-facing technical problems.
  • Contribute to documentation of technology best practices.
  • Ensure the Support team is proactive in pursuit of new solutions and efficiencies within our technology practice.
  • May be asked to train and mentor other Support members.
  • May be involved in deployment or training opportunities internally and with customers.
  • Duties and technical issues may sometimes require extended work hours, including weekends and holidays.
  • Consistently demonstrates Accruent’s values: Customer Obsessed, Strategic, Courageous, Innovate for Impact, Inspiring, Build Extraordinary Teams, Deliver Results, Adaptable and Lead with FBS.
  • Complete other duties as assigned by Accruent management.

KNOWLEDGE, SKILLS & ABILITIES

  • Excellent written and oral communication skills to a variety of audiences at different levels and with different backgrounds.
  • Works well in a team environment, as well as independently.
  • Enjoys and excels at problem solving and assisting others.
  • Strong troubleshooting and problem solving skills.
  • Ability to multi-task and prioritize multiple projects/clients simultaneously.
  • Highly organized and detail-oriented; strong organizational skills.
  • Strong interpersonal and leadership skills.
  • Ability to make sound decisions based on customer needs and product knowledge.
  • Self-motivated and able to work under pressure to deliver high-quality solutions.
  • Ability to anticipate potential problems, determine and implement solutions.
  • Ability to express and understand complex technical concepts.

REQUIRED SKILLS/EXPERIENCE

  • Prior Experience in a product support role.
  • Experience with the various portions of an enterprise software solution’s technical stack and the technology products used in them, such as:
  • Database (ORACLE or MSSQL, PLSQL, DML/DDL, backup/restore, complex queries and mass updates) – Oracle preferred
  • App Server and Scripting (JAVA, WebLogic, Oracle Forms, JavaScript, XML, HTML, VB or .NET) – Java preferred
  • Networking and Authentication (Network topology, firewall, troubleshoot connections, performance, SSO and SSL)
  • Server OS (Windows server, performance, resource monitoring, event viewer, maintenance and security)
  • Cloud and Virtualization (Azure, VMWare and Citrix)
Web Server (IIS, Apache/Tomcat)BI and Reporting (Cognos, MicroStrategy and Business Objects)

DESIRED SKILLS/EXPERIENCE

  • High School Diploma or Equivalent Required. Bachelor’s degree in related discipline preferred.
  • One Year Accruent product knowledge strongly preferred.
  • Experience with MS Active Directory user and group management.
  • Written and spoken multi-lingual skills (German, Spanish, Portuguese, and French).
  • Experience with the various portions of an enterprise software solution’s technical stack and the technology products used in them, such as:
  • Server OS (Linux)
  • BI and Reporting (Data Warehouse and ETL)
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