Technical Support Engineer

at Rezult Group
Location Atlanta, GA
Date Posted September 9, 2021
Category All
Job Type Full-Time

Description

Rezult continues to make great strides toward enhancing the technology services community nationwide. We are consistently looking for qualified professionals to join us in achieving success. Currently we are searching for a Technical Engineer to fulfill an immediate vacancy.

Day to Day:

  • Provide remote product support for customers and troubleshoot product configuration issues.
  • Perform customer software installations and upgrades, typically in virtualized environments.
  • Research, resolve and respond to complex issues across the application product lines and product boundaries ensuring policy compliance.
  • Collaborate with other teams to help solve support problems, training problems, and other issues that may arise.
  • Submit customer enhancement requests to software development teams.

Must Have Skills:

  • 5+ years Software and/or Application Support experience
  • Experience in a Level 2 or Level 3 IT support environment (Service Now)
  • Experience supporting customers in a Windows environment (Windows 10, Windows Server, IIS, SQL Server, SQL , VMware, and/or Hyper-V).
  • This person will be 100% customer facing, and must have good communication and customer service skills.

Job Details/Benefits:

  • Excellent Medical Plan
  • Dental and Vision Insurance
  • Life Insurance
  • Short- and Long-Term Disability
  • Retirement
  • PTO package
  • Professional Development

Responsibilities:

  • Respond to product related customer issues and contact customers to triage problems.
  • Complete changes to Azure environments including Virtual Machine Re-Sizes, Adjustments to SQL Azure Elastic Pools, Database Create/Copy/Restore
  • Provide remote product support for customers and troubleshoot product configuration issues.
  • Perform customer software installations and upgrades, typically in virtualized environments.
  • Research, resolve and respond to complex issues across the application product lines and product boundaries ensuring policy compliance.
  • Collaborate with other teams to help solve support problems, training problems, and other issues that may arise.
  • Submit customer enhancement requests to software development teams.
  • Update and maintain technical knowledge base articles.
  • Assist in developing innovative solutions and building strong relationships with customers.
  • Ensure all interactions with customers are positive and handled with a high sense of urgency.
  • Lead by example and encourage information sharing, team-based resolution activity, cross training and putting an emphasis on resolving cases as quickly and effectively as possible.

Knowledge and Experience:

  • 5+ years Software and/or Application Support experience.
  • Experience in a Level 2 or Level 3 IT support environment.
  • Prior experience with any of the following products:
    • OneStream XF
    • Hyperion HFM, FDM, Planning, Essbase
    • SAP Outlooksoft BPC
    • SAP BOFC (Cartesis)
    • IBM Cognos or other EPM solutions.
  • Experience supporting customers in a Windows environment (Windows 10, Windows Server, IIS, SQL Server, SQL , VMware, and/or Hyper-V).
  • Knowledge of Finance and Accounting practices and principles.
  • Experience solving financial-driven support issues.
  • Experience documenting best practices and procedures in an IT knowledge base.
  • Experience with Microsoft Azure.

Benefits:

  • Discretionary bonuses 2x per year (Paid out in August and Feb) – employee must be there for 6 months prior to receiving the bonus
  • Medical, vision, and dental coverage
  • 2 weeks of PTO to start, after 2 years of service bumped to 3 weeks.
  • 9 paid holidays
  • 2 floating holidays
  • 2 volunteer days
  • 64 hours of sick time

Education & Experience:

  • College diploma or bachelor's degree in a technology-related field (or equivalent work experience)
  • Microsoft and Cisco Certifications a plus
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