Company: SumTotal Systems Job Type: Full Time Location: Windsor, UK Department: Technical Operations Category: Development/IT Salary: Salary Benefits: Benefits
Job Description As a member of SumTotal Customer Support, Technical Support Engineers provide real-time technical support on SumTotal Enterprise products by staffing the phones full time and using SumTotal's internal incident tracking system. We partner with our employees to provide an exciting work environment that everyone has an opportunity to shape. We value team players who are self-directed and want to influence the next wave in Internet technology. Please note this is not an IT desktop or systems administrator position.
Duties/Responsibilities:
Troubleshoot callers’ requests/problems and accurately record them. Solve basic common user problems in real time, including software functionality problems and questions; data communication/networking troubleshooting and installation problems and questions; PC configuration and network configuration; OS and browser related issues. Escalate top priority, production-critical issues to the appropriate technical staff. Streamline and improve current procedures and assist in documentation and training. Ability to adjust schedule to provide extra phone coverage as needed. Global Incident Routing. This includes validation, processing, triage, routing decision points and assignment. Meet individual productivity goals set by management.
Skills/Requirements Strong team player with excellent communication skills Self-motivated and self-managing Basic networking experience with tcp/ip and Windows network Practical experience with virtualization tools, VMWare experience desirable Basic system administration experience on windows and sql server preferred 2+ years’ experience as a technical support person in a call center. Significant practical experience with Oracle and SQL Server systems and Microsoft Windows NT in a web technology environment; .NET experience desirable. Skill with HTML, ASP JavaScript, SQL. ECommerce experience and professional IT experience are highly desirable. Personal schedule must allow for some flexibility Fluency in French, German, or Arabic preferred
