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Employment
- Senior Technical Support Specialist
| Department: |
Technical Support |
| Reports
to: |
Director of Technical Services |
Principal
Responsibilities
This position assists customers by providing phone support and troubleshooting of Sensitech products, computer hardware, software and servers. Position is responsible for maintaining a high standard of customer satisfaction while following Sensitech policies, procedures, and warranties. We are seeking a professional with the following skills:
Information Technology Experience
- Network (LAN/WAN) adminstration
- Working knowledge of TCP/IP protocols, internet connectivity
- Windows adminstration
- A basic understanding of the principles of network security
- Basic Understanding of the following technologies XML, Visual Studio 2005, NET Framework, MS SQL Server, HTML, Javascript, Web Services/SOAP
General Responsibilities
- Process Improvement - Participate in Technical Service team process improvement activities designed to improve service quality and proactively address product/customer issues
- Periodically review existing procedures (Work Instructions) to ensure compliance with current practice and Sensitech's Quality System
- Ability to learn and conduct electronic fault finding to component level
- Knowledge and experience in measurement equipment such as Oscilloscopes, Multimeters and Spectrum Analyzers
- Researching, responding, and resolving various customer inquires received via telephone, e-mail, and voicemail. Ability to learn the company's products and applications
- Collaborating with internal departments ensuring that major technical support issues are properly addressed. This will include performing or assigning any other duties necessary related to technical support to achieve customer satisfaction
- Provide monthly metrics and detailed reports to management as required
Essential
Knowledge & Skills
Processes the ability to handle customers with tact and patience, and perform a variety of tasks under pressure, often changing assignments on short notice as required. A minimum of 2-years in a customer service/technical support field with direct customer contact and prior experience building, upgrading, and troubleshooting systems is required. Technician certification (CNE, MCP, A+) or a Bachelors Degree in CS or Electrical Engineering preferred. MCSA is desirable.
- Hand-on expertise in adminstration, implementation and support of Microsoft environment including Windows 2000/XP/2003, IIS, TCP/IP, and SQL 2000/2005
- Must have strong attention to detail, analytical, and problem solving skills
- Strong organizational, writing, and documentation skills are a must
- Ability to multitask, respond quickly, and follow established procedures
- Successful candidate must have the ability to talk to the end user at their level of expertise to solve problems via face interaction, telephone, and/or email
- Mix of languages, platforms, and/or operating systems in work history
- Strong experience testing on the Microsoft platform
| Interested, qualified candidates,
please forward your resume, cover letter, and salary history to: jobs@sensitech.com |
| Address: |
Sensitech, Inc.
800 Cummings Center, Suite 258X
Beverly, MA 01915-6197 |
| Fax: |
978-921-2112 |
| E-mail: |
jobs@sensitech.com
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