Technical Support

Technical Support

Primary responsibility is to provide technical, post-support to customers. Position is based in our Salem, NH office. 

 

Responsibilities include but are not limited to:Work with customers over the phone, and through email, to properly open, prioritize, resolve, manage and close customer issues through trouble ticketing system following Valco's defined Customer Service processes.Gather required information and troubleshoot customer reported issues. Implement acceptable workaround while troubleshooting to root cause of issues.Escalate in a timely manner to management and/or engineering, when required.Write and keep up-to-date, concise customer problem definitions, troubleshooting steps, and status. Communicate status and plans to customers on timely basis.Create and follow software installation and upgrade plans.Participate in on-call pager rotation.Assist in the development of Support documentation (FAQ's).Contribute to Technical Support ongoing process improvement.



Experience/Skillset:

• Minimum 3 years experience in a post sales technical support role.
• 3+ years supporting Microsoft Windows based applications.
• Good understanding of TCP/IP networking, Windows administration (adding printers, updating device drivers, installing hardware), and SCSI peripheral device installation.
• Available to carry a pager.
• Ability to multitask.
• Good writing and verbal communication skills.
• Extremely organized, dependable, accurate, and efficient.
• Able to work independently and be self-directed in a small company environment.
• Familiarity with Meditech HCIS Magic or Client/Server systems is a plus
• Experience installing Windows OS, system hardware and RAID configuration and hardware.

 

Educational Experience Required:

BA/BS Computer Science or related experience.

 

www.valcodatasystems.com

 

Email resumes to employment@valco-data.com