Associate Technical Support Engineer

Park Place Technologies; Highland Heights (OH); On-site; USD 52,000 - 70,000; Full time

Job summary

Park Place Technologies is seeking an Associate Technical Support Engineer to help customers configure and use our software products, troubleshoot issues, and ensure problems are resolved within agreed service levels.

You will work with development teams and sales to support Proof of Concept trials, while maintaining up-to-date knowledge of Entuity products and related IT technologies. Collaboration and strong communication are essential for success.

Qualifications

• Bachelor’s degree in a Computer Networking or Software related discipline.
• 1–3 years’ experience with MS Windows, Red Hat Linux and VMware.
• Knowledge of network technologies and device types (routers, switches, load balancers, etc.).
• Self-confident and resourceful with a positive attitude.
• Well organized and able to stay focused when under pressure.
• Enjoys problem solving and interaction with others.
• Good communication skills and a sense of humor.

Responsibilities

• Advise customers how to configure and use Park Place Technologies’ software products to satisfy their operational needs.
• Troubleshoot and identify the cause of customer software product problems.
• Resolve customer problems, ensuring workarounds and software patches are made available in accordance with agreed service levels.
• Ensure all customer problems and queries are logged in Park Place Technologies’ Helpdesk system, escalated where appropriate and tracked through to completion.
• Work closely with Software Development Teams on the resolution of customer problems.
• Engage with Sales and Pre-Sales Teams to facilitate successful Proof of Concept trials.
• Develop and maintain a full and current awareness of Entuity products.
• Maintain an awareness of IT technologies relevant to the operation of Park Place Technologies’ products and services.
• Advise customers how to integrate Entuity software with corporate user authentication systems (e.g., Active Directory, LDAP, SAML, SSO).
• Advise customers how to customize Entuity software dashboards, reports, and exports.
• Develop and supply to customers customized rules and scripts using Groovy scripting language to change how Entuity Software processes alerts and forwards them to third-party software products.
• Develop and supply to customers customized configurations using Stormworks Statement language to change how Entuity Software collects and processes data.
• Issue customer licenses as required.
• Create and issue Device support software configurations and overrides to customers as required.
• Other duties as assigned.

Skills

Bachelor’s degree in computer science/

Windows/Linux/VMware experience

Networking concepts

Strong communication & problem solving

Education

Bachelor’s degree in Computer Networking or Software related discipline

Tools

Helpdesk system

Job description

The Associate Technical Support Engineer ensures Park Place Technologies derives maximum benefit from the sale of its products by providing customers with high quality Technical Support.

Responsibilities

• Advise customers how to configure and use Park Place Technologies’ software products to satisfy their operational needs.
• Trouble-shoot and identify the cause of customer software product problems.
• Resolve customer problems, ensuring workarounds and software patches are made available in accordance with agreed service levels.
• Ensure all customer problems and queries are logged in Park Place Technologies’ Helpdesk system, escalated where appropriate and tracked through to completion.
• Work closely with Software Development Teams on the resolution of customer problems.
• Engage with Sales and Pre-Sales Teams to facilitate successful Proof of Concept trials.
• Develop and maintain a full and current awareness of Entuity products.
• Maintain an awareness of IT technologies relevant to the operation of Park Place Technologies’ products and services.
• Advise customers how to integrate Entuity software with corporate user authentication systems (e.g., Active Directory, LDAP, SAML, SSO).
• Advise customers how to customize Entuity software dashboards, reports, and exports.
• Develop and supply to customers customized rules and scripts using Groovy scripting language to change how Entuity Software processes alerts and forwards them to third-party software products.
• Develop and supply to customers customized configurations using Stormworks Statement language to change how Entuity Software collects and processes data.
• Issue customer licenses as required.
• Create and issue Device support software configurations and overrides to customers as required.
• Other duties as assigned.

Basic Qualifications

• Bachelor’s degree required in a Computer Networking or Software related discipline.
• A minimum of 1-3 years’ experience of MS Windows, Red Hat Linux and VMware.
• Knowledge of network technologies and device types (routers, switches, load balancers, etc.).
• Self-confident and resourceful with a positive attitude.
• Well organized and able to stay focused when under pressure.
• Enjoys problem solving and interaction with others.
• Good communication skills and a sense of humor.

Preferred Qualifications

• Network device vendor certifications (CCNA, JNCIA).

Travel

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