ScanSource Communications Support Engineer 2008-014

Job Summary:

This position provides technical expertise to Value-Add Resellers (VARs) in the form of technical support (via telephone, e-mail, web and other channels) on specified technologies; produces documentation; tests products; provides or performs demonstrations of equipment or software as needed.

 

Job Duties/Essential Functions:

The essential functions include, but are not limited to, the following.

 

· 80% Answers, evaluates, and prioritizes incoming telephone, voice mail, and e-mail requests for assistance from users seeking information about or experiencing problems with hardware and software from specified technolgoies; interviews user to collect information about problem and leads user through diagnostic procedures to determine source of error; determines whether problem is caused by hardware or software; handles problem recognition, research, isolation, resolution and follow-up for routine and complex problems; logs and tracks calls using problem management database, and maintains history records and related problem documentation; calls software and hardware vendors to request service regarding defective products.

 

· 15% Provides demonstrations of hardware and/or software as needed; consults with customers to recommend solutions and/or configuration changes; installs hardware, software, and peripheral equipment to duplicate customer problems; peforms product testing; produces documentation for internal and external use; attends training.

 

· 5% Perform other duties as assigned.

 

 

Accountabilities: 

Upon satisfactory performance (measured in terms of productivity, demeanor, and customer satisfaction), the Support Engineer will receive salary increases or bonuses appropriate to his performance and general business conditions.

 

 

Experience/Specialized Skills:

 

Interpersonal Ability:

· Pleasant phone manner

· Pleasant demeanor in person

· Ability to resolve conflict

· Self-starter, initiative taker

· Ability to work as a member of a Team

 

Language Ability:

· Ability to speak English plainly and to be easily understood over the phone.

· Ability to understand spoken English, both technical and colloquial.

· Ability to respond to common inquiries or complaints from customers or other members of the business community. 

 

Reasoning Ability:

· Ability to define problems, collect data, establish facts, and draw valid conclusions.

· Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

· Ability to learn quickly

 

Computer Skills:

· Thorough understanding of PC architecture.

 

Educational Requirements:

· Bachelor’s Degree preferred.

· MSCE a plus, but not necessary.

· NET+ a plus, but not necessary

 

Physical Requirements: 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. An essential function for this position, based on business necessity, is that the employee must be physically in attendance at his/her workstation at the designated company office location during the normal business hours designated for the position.

 

· While performing the duties of this job, the employee is regularly required to sit and talk or hear. The employee is frequently required to stand; walk; use hands to handle or feel and reach with hands and arms.

· The employee must occasionally lift and/or move up to 50 pounds.

 

Supervision Given/Received:

Support Engineers receive supervision commensurate with knowledge, experience, and initiative.  Supervision may include technical advice, coaching on interpersonal interaction, or instruction in broad policies and quality standards.  The goal of supervision is to develop the engineer to the point that he requires decreasing supervision and is able increasingly to make independent decisions.

 

Internal & External Contact:

The Support Engineer has daily personal contact with co-workers and immediate management; daily phone contact with customers and vendors; occasional contact with executive management.

 

 

In addition to the customary employee benefits, like health insurance and paid vacations, we also offer these programs and services: Fitness Center, Healthy Life Wellness, and extensive training opportunities to help you gain product knowledge and new skills.

 

You have an important decision to make as you take the next step in your professional career.  Does ScanSource, Inc. sound like the company for you?  If so and you meet these requirements and enjoy working in a team environment, please apply by clicking here.

 

ScanSource, Inc. is an Equal Opportunity Employer

 

EOE/M/F