As a Software Support Engineer I am responsible for supporting business infrastructures ranging in size from small to that of global, Fortune 500 companies which utilize the ESS suite of software solutions. With the following role:
· Assist customers with software configurations
· Troubleshoot complex, technical issues
· Document procedures and technical resolutions in a ticketing system and in a technical knowledge base
· Process customer requests via phone, email and instant messaging
· Available on-call from time to time
Skill:
· Knowledge of client / server architecture
· Working knowledge of operating systems (Windows, Unix, Linux, etc…)
· Ability to troubleshoot and solve complex technical problems
· Excellent verbal and written communication skills
· Working knowledge of TCPIP networking
· Working knowledge of application level protocols (HTTP, SMTP, LDAP, IMAP, SSL, S-----------, XML, etc..)
· Experience providing desktop support or acting as a network/systems administrator
· Customer Service experience
· Working knowledge of Notes and Domino, Lotus Traveler, and Sametime
· Ability to utilize debugging tools
