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Technical Support Engineer

Company Name:
Jack Henry and Associates
Job Description
SUMMARY
Technical Support Engineer under general supervision, provides technical support to field engineers, technicians, test engineers, and product support personnel who are diagnosing, troubleshooting, and repairing equipment, systems, software, or hardware. Provides technical support to customers, ensuring resolution of escalated issues.
Position can be in Monett, MO or Springfield, MO.
ESSENTIAL FUNCTIONS
Interacts with product support personnel, and potentially the customer, when the customer's problem cannot be resolved directly by first-level resources.
Provides technical assistance to customers. Provides support to customers/users if product issues are encountered. Analyzes the problem as described by the customer and determines the best course of action.
Interacts directly with the customer/user when the product is highly technical or sophisticated in nature, such as with systems level software where the user has a technical background.
Includes all appropriate departments to facilitate a successful resolution to any client issues.
Reports design, reliability and maintenance problems or bugs to design engineering/software engineering. Creates defect records on all reported issues with supporting files and examples for R&D to create code fixes.
Prepares test environment when necessary to simulate, document or recreate errors or problems reported by customer to determine appropriate action. May prepare test environment and test new enhancements or other internal quality testing.
Writes and creates scripts and tools.
Documents job related procedures.
Provides mentoring/training to less experienced peers.
Maintains familiarity with company products by attending training
classes
, observing experienced support personnel, reading software documentation, and participating in on-line training programs.
Bids and completes Customer Work Requests (CWRs) in accordance with company standards.
May be involved in customer installations, upgrades, and training.
MINIMUM QUALIFICATIONS
Minimum of five years of technical experience in a related field; or
An equivalent combination of education and experience sufficient to successfully perform the essential functions of the job.
Preferred:
Experience with Microsoft Business Intelligence Stack - SQL Server, Analysis
services
, Integration Services, Reportng Services
Ability to work on complex and diverse projects
Excellent customer service skills
Equal Employment Opportunity
Jack Henry & Associates, Inc. is an Equal Employment Opportunity/Affirmative Action Employer and maintains a Drug-Free Workplace.
EOE-M/F/Vet/Disability
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REQNUMBER: 8645-1A

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