Associate Technical Support Engineer

There's Only One Place; Highland Heights (OH); On-site; USD 55,000 - 75,000; Full time

Job summary

Park Place Technologies is seeking an Associate Technical Support Engineer to help Highland Heights, Ohio customers configure and use our software products, troubleshoot issues, and ensure timely, quality support. You will log issues, escalate as needed, and collaborate with development and sales teams on PoC trials.

A bachelor's degree and 1–3 years' experience with Windows, Linux and VMware are required, along with strong communication and problem-solving skills.

Qualifications

• Bachelor’s degree in Computer Networking or Software related discipline.
• 1–3 years’ experience with MS Windows, Red Hat Linux and VMware.
• Knowledge of network technologies (routers, switches, load balancers).
• Strong problem solving, communication and teamwork skills.

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 the 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

Windows administration

Linux administration

VMware

Troubleshooting

Customer communication

Education

Bachelor’s degree in Computer Networking or Software related discipline

Tools

Active Directory

LDAP/SSO concepts

Job description

Associate Technical Support Engineer

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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