Technical Support Engineer II

Job Information

Job Title:   Technical Support Engineer II
 Department:  Technical Support

Job Summary:

Provides post-implementation technical support via telephone to clients and TeleTracking internal staff to ensure that incidents and problems are addressed in a prompt and courteous manner. This position also provides assistance to TSE I’s in the resolution of more complex cases. The TSE II completes projects for both internal and external business needs as assigned. Conducts process and product training for technical support engineers as needed.

Primary Duties and Responsibilities:

Responds to incoming calls from clients and manages call issues in an ACD environment according to departmental guidelines and policies to ensure prompt and courteous service.   60%
 Collaborates with peers, senior TSEs, management, other internal departments, and clients to troubleshoot, provide workarounds, and solutions to internal and external clients in a timely manner.  10%
 Provide technical and procedural advice to TSE 1 staff.  10%
 Submit software defects and enhancements as per departmental guidelines to ensure software design changes are properly documented and prioritized.  5%
 Perform application testing to ensure software functionality meets agreed upon specifications.  5%
 Conducts training sessions related to products and processes as needed.  5%
 Escalates cases based on departmental guidelines.  5%

Reports To:                                Direct Reports:
 Manager, Technical Support                   N/A
Interacts with:  External Clients, Technical Support, Technology & Product Management, CSMs

TeleTracking Leadership Principles:

• Be Daring
• Innovate, push boundaries, and think big. Take calculated risks. Don’t be afraid to try something new and take action.  
• Be An Owner
• Do what is right for the business. Know the business and understand the short and long-term impact of your decisions. Be fiscally responsible.
• Be Willing to Challenge
• Better never stops. Have courage to challenge and also to accept a challenge. Discuss and unite - once a decision is made commit to it and move forward.
• Be About Results
• Take ownership of your work and your results. Collectively execute to achieve the desired outcome.
• Be Caring
• Obsess over our clients and their patients - their experiences, their outcomes, and their lives. Care for your team and company the way you care for your clients.
• Be Sharing
• Collaborate to understand the business and solve problems together. Success is an “us” thing. We win as a team, or we fail as a team.

 Education:

Degree                         Discipline                                                                    Required or Preferred 

Bachelors                     Computer Science, Software Engineering, MCSE            Preferred

Associates                    Computer Science, Software Engineering, MCSE            Required

Licenses and Certifications                                                                             Required or Preferred

A+, Network+, Microsoft                                                                                    Preferred

Experience:

Work Related Experience:                                                                       Required or Preferred

Experience providing external and user application support for     
TeleTracking products                                                                                        Required
Experience supporting Microsoft SQL Server                                                      Required
Experience supporting Microsoft server                                                              Required
Experience providing external IT support                                                            Required
Experience organizing and presenting technical information                                 Preferred
 

Required Skills: 

Excellent interpersonal and client support skills.

Excellent problem-solving and troubleshooting skills.

Working knowledge of Microsoft SQL Server Software.

Working knowledge of Microsoft Server Software.

Working knowledge of remote access software such as RDP, Cisco VPN, Bomgar, etc.

Demonstrated ability to maintain workload and assist others.

Work Environment:

The work environment characteristics described here are representative of t