Technical Support Engineer 1

The Technical Support Engineer I (TSE I) resolves technical issues via telephone or web services for Scriptlogic’s customer/partner install base.  In addition, the TSE I may provide pre-sales technical assistance when needed.  The TSE I plays an integral role in the success of the support team.  ** The schedule for this position is 11:00PM to 8:00AM. RESPONSIBILITIES: Receives and records incident related information using a variety of tools, techniques and procedures. Conducts analysis, gathers information (i.e. logs, scripts, screen shots), troubleshoots and resolves or recommends resolutions to moderately complex customer problems. Uses judgment within defined practices and procedures. This level has developed an understanding of their assigned product to the capacity to independently carry out the duties. Issues to be resolved require a broad range of troubleshooting skills related to:  software functionality, installation, deployment, and configuration of ScriptLogic’s products on Windows-based networks. Works alone on a problem, within existing specifications and standards; unusual problems which may require exceptions to procedures or processes are referred to a more senior engineer. Participates in implementation of tactical resolutions for customer problems. May work directly with other support teams, as needed to resolve customer issues and request enhancements for our products. Maintains solid customer relationships by handling their questions and concerns with speed and professionalism. Is accessible and available to multiple customers. Establishes priorities and communicate rationale and time frame clearly to customers. Overcomes constraints to meet established deadlines. Actively contributes to a growing knowledge network that improves the effectiveness of our team and the information available to our clients.  Provides exceptional client management inclusive of excellent communications, responsive follow through, and advocacy for client issues within internal departments.  Manages customer expectations through to successful completion and user satisfaction . QUALIFICATIONS:- Minimum 1+ years of experience in Microsoft Windows network administration and/or support of network administration software products. - Associates degree in technical discipline is a plus. - Excellent skills in troubleshooting software product configuration, installation, deployment and usage issues. - Excellent customer facing, verbal and written communication skills.- Analytical, methodical, detailed individual.- Strong desire and passion for learning new technologies, investigating technical problems and helping customers.See Job Description