Technical Support Engineer / Shared Services Technical Support Engineer

Collabera • Glen Allen, VA

16d • Remote

About The Position

The Americas Software Client Shared Services Technical Support Engineer role will act as a technical subject matter expert for the application: AgileTrac. This role will may also act as technical support, helping to resolve application errors, server errors and to monitor and resolve service ticket requests. This role will also be responsible for running weekly and monthly customer analytics reports using Excel and Tableau applications. For the first 4-6 weeks, this role will be located in the Glen Allen office for training (hours: approximately 8am- 5pm). After that, this role will be located remotely (at home office) and will have the hours of 3pm-11pm, Monday thru Friday.

Requirements

• Bachelor degree in Electronics, Computer Science, Information Technology, Biomedical or Associates degree and 4 years of related industry experience
• Demonstrated strong networking skills, including understanding of OSI model, TCP/IP, Routing Concepts
• Knowledge of Windows Server, UNIX and SQL.
• Knowledge of SQLServer and MySQL
• Strong customer interaction skills and customer focus
• Excellent communications and interpersonal skills, demonstrated ability to effectively interface with cross-functional teams and customers when needed.
• Experience managing and resolving customer requests through formal service ticket program such as ServiceNow
• Experience with MS applications Excel and Tableau

Nice To Haves

• Experience in providing remote technical support to external and internal customers

Responsibilities

• Work with the functional engineering team in EU to grow domain expertise and become USCAN subject matter expert.
• Support USCAN project managers by performing system sweeps on install base and applying patches or plug-ins as needed.
• Act as a level 2 response service engineer as needed to resolve customer issues, including application errors, alerts, etc.
• Proactively monitor customer databases and resolve /communicate issues.

Benefits

• Collabera offers a full range of benefits to its employees including paid vacations, holidays, personal days, Medical, Dental and Vision insurance, 401K retirement savings plan, Life Insurance, Disability Insurance.

What This Job Offers

• Career Level: Mid Level