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Job Information:

Title: Technical Support Engineer III

Job Location: Norcross, GA 30092

Facility: S1 Norcross

Assignment Type: Permanent

Position Type: Full Time Position

Posted On: 6/3/2008 4:06:16 PM

Job Ref. #: 2633

Job Description:

Technical Support Engineer 3

Challenging position as a Software Support Engineer, providing technical
support to clients using software products developed by Postilion for the
financial industry. Earn a highly competitive salary while applying your
skills as member of a focused, technically competent Customer Services
team that prides itself in providing excellent service levels to our
clients. This position requires a passion for problem solving, deep
understanding of database applications and operating system interactions,
and the ability to learn new concepts quickly.

Required Skills:
oBachelor’s degree in CS/MIS or related field – or – equivalent
technical/training courses/programs – or – equivalent work experience (6+
years).
oStrong technical analysis and troubleshooting skills, including research
of software application errors, issue re-creation, read/diagnose log
files. Ability to “think outside the box”.
oProven Customer Service/Support skills, supporting internal and external
customers. Requires exceptional verbal and written communication skills.
oStrong Windows (XP; 2000/2003 Server) and SQL Server experience.

Preferred Skills:
oExperience working with or supporting Relational Databases (preferably MS
SQL Server 2000/2005), with the ability to write moderately complex SQL
queries.
oExperience interpreting source code (preferably Java or C#). Programming
skills not required, but would be highly beneficial.
oExperience implementing and supporting products and solutions in a
banking or retail environments would be a plus.

Position Summary:
The Technical Support Engineer 3 position provides technical support via
phone and email to Postilion customers. The TSE is responsible for
diagnosing, troubleshooting, repairing and documenting complex computer
system, software issues and product related questions.

Essential Duties and Responsibilities include the following, which must
be performed satisfactorily. Other duties may be assigned as needed:
oProvide technical support via phone and email to external financial
institutions.
oEfficiently troubleshoot and resolve complex problems in a highly
technical environment. Customer issues may be related to SQL Server
performance, code defects, product configurations, networking, platform,
hardware configuration or other issues commonly encountered in systems
operation in a networked environment.
oMust be able to manage and prioritize an individual open case queue.
oThoroughly document all research/conversations utilizing a case tracking
system.
oRegularly update customer of ongoing troubleshooting and resolution
efforts.
oDocument and report application defects to Development teams.
oMay implement data repairs or application fixes in a production
environment, requiring extreme care and attention to detail.
oDevelop and maintain effective relationships with Development teams and
Postilion customers.
oParticipate in rotating 24x7 “on call” support coverage for severity 1
issues, once a high level of technical proficiency is achieved.
oCommunicate customer status, concerns, and issues to management as
needed.

Keywords:
Technical Support, SQL, Java, C#, Windows

Additional Requirements:

Travel Required: None

Background Check Required: Yes

Skills Test Required: Technical Staff Evaluation

Degree Required: Bachelors

Years of Work Experience: 6

Sponsor candidates who are not authorized to work in US: No

Job Skills

Job Skill	Importance	Experience	Last Used	Expertise Rating
Communication (Written & Oral)	Required	5-10 Years	< 6 Months	Excellent
SQL Server	Required	3-5 Years	< 6 Months	Excellent
Technical Support	Required	5-10 Years	< 6 Months	Excellent