Advanced Technical Service Associate

Acara•Scottsdale, AZ

22d

About The Position

Acara Solution is seeking an Advanced Technical Service Associate for our client, located in Scottsdale, AZ. Provides technical support to field engineers, technicians, engineers, and product support personnel who are diagnosing, troubleshooting, repairing, and debugging complex electro/mechanical equipment, computer systems, complex software, or networked and wireless systems. Responds to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software. Reports design, reliability, and maintenance problems or bugs to design engineering/software engineering. Involved in customer installation and training. Provides support to customers/users where the product is highly technical or sophisticated in nature. The position generally interacts directly with the customer/user where the product is highly technical or sophisticated in nature, such as with systems-level software, where the user has a technical background. Provides technical service management and technical support for customer programs. Assures all repairs are in accordance with company policy and procedure and customer quality requirements.

Requirements

Associate Degree with 3 years of experience.
Minimum 3 years of experience in failure and root cause analysis reporting.
Minimum 3 years of experience in Oracle CRM.
Upon offer of employment, the individual will be subject to a background check and a drug screen.
In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.
Active Secret Clearance.

Nice To Haves

Sec + or other IAII certification.
Network/ IT systems management.
SQL Server.
Software administration.
Troubleshooting in a Windows environment.
Direct customer service and direct customer interaction experience.
Knowledge of the CA Spectrum One Click software suite.
Microsoft Terminal Server.
HBSS.
Anti-Virus.
network monitoring tools.
Asset management software.
Microsoft Windows Active Directory tools.
Support of DoD or DHS systems.

Responsibilities

Provides technical support to field engineers, technicians, engineers, and product support personnel who are diagnosing, troubleshooting, repairing, and debugging complex electro/mechanical equipment, computer systems, complex software, or networked and wireless systems.
Responds to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software.
Reports design, reliability, and maintenance problems or bugs to design engineering/software engineering.
Involved in customer installation and training.
Provides support to customers/users where the product is highly technical or sophisticated in nature.
Provides technical service management and technical support for customer programs.
Assures all repairs are in accordance with company policy and procedure and customer quality requirements.

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