We are looking for another good tech. Please email me your resume (cdtrack51 at gmail) if you're qualified and interested. I believe salary starts at 55k.The office is located in Englewood. I-25 and Dry CreekTechnical Software SupportPosition Purpose:The Technical Software Support Specialist is responsible for the installation, administration, and ongoing support of CardWizard Solutions on customer server hardware, Windows Active Directory/ DNS/ WINS/DHCP, as well as Windows 2003/2008/2012. Servers in web, application and database environments to our customers in the US and channel partners around the world.Responsibilities:Technical Phone Support 35%
- Provide 2nd level support to assist customers and technicians with difficult technical issues
- High availability for support contact to ensure timely and accurate response to all inquiries.
- Responds to inquiries for support requests from customers, distributors and Sales people in a timely manner
- Utilizes phone, email and remote connections to investigate customer issues
- Diagnoses underlying cause of customer complaints or performance issues
- Create and maintain documentation to assist in future problem resolution
- Resolves customer issues escalated from 1st level Phone Support and on-site technicians, escalating to engineering for additional support when needed
- Support end-user installations, configurations, updates and migrations through problems. Act as direct contact with internal and external customers.
- Provide 24/7 on-call support after hours
- Provide cross training to other colleagues.
Customer Installation and Training 55%
- Provide onsite installation of CardWizard solutions onto existing customer server systems
- Delivering software operations training for customers and IT personnel
- Interact with System Administrators to apply software patches and perform upgrades to existing customer systems.
- Provides remote installation support for hardware and software as requested
Learning and Development 10%
- Participate in company sponsored personal development and quality initiatives
- Complete all company training and development courses required by Datacard
- Reads journals or other market sources to ensure knowledge of market changes and or advances
Basic Qualifications:
- Excellent verbal communications and customer skills
- Associates degree in Information Technology or equivalent
- 3+ years of experience in an IT environment
- Proficient problem solving and troubleshooting skills
- Experience in general networking technologies and concepts
- Experience configuring and maintaining Windows Server 2000/2003/2008/2012 associated tool and utilities.
- Willingness and ability to work flexible hours and travel 50%
- Previous experience in a customer service environment
Preferred Qualifications:
- Previous job experience in the Financial Institution industry
- Advanced technical education
- Professional technical certification such as A+, MCSA, MCSE or similar
- Networking and/or Software Certificates such as Network+ and CCNA
- SQL, IIS, TCP/IP, VMware, Cisco, SAN, LAN/WAN knowledge and experience
- Experience supporting remote and mobile users and computing/communications
- Experience with systems backup and recovery technologies
Originally Posted by Suki
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