Technical Support Engineer Ii

Eden Prairie
Oct 01, 2017
Jan 03, 2018
Technical ProSource
Job Type
Employment Status
Full Time
Technical Support Engineer II
Location: Eden Prairie, MN 55344

Essential Duties and Responsibilities:

- Resolves IAM product questions and/or problems by telephone, e-mail, remote sessions, and/or in person. Most support is provided via telephone and e-mail. - Maintain current knowledge of all product offerings and technical support procedures in order to provide accurate solutions to customers. - Ability to answer Pre-Sales, Installation, and troubleshooting questions that would include attempting to reproduce the issue with a duplication of the customer environment. Troubleshooting includes wiring, configuration, configuration and firmware cards, reader operation, card questions/issues, download and installation of drivers and software, collecting logs and other items as necessary, and escalation of issues to level 3 and/or engineering as necessary to resolve customer issues. - Evaluates all IAM products to understand functions and features to support customers and assist employees with product information. - Provides feedback to engineering, operations and product management regarding product problems, enhancements, and customer requirements for new product features as requested.  - Maintains accurate records of customer contact information, summary of contact and problem resolution utilizing Salesforce CRM. - Instructs and trains partners/end users on use of assigned IAM products. - Provides updates, status, and completion information to supervisor, problem request tracking system, and/or users, via voice mail, e-mail, or in-person communication. - Advise the sales force, customer and potential customers regarding the resolution of technical or engineering issues that affect the sales, installation and utilization of organization products and/or services. - Assist with creation and maintenance of IAM technical support procedures. - Administer Salesforce support portal to include, but not limited to, trouble-tickets, FAQs, documentation, Solutions and other content.   - Test product function, performance and operating characteristics for engineering & marketing to evaluate suitability for specific customer requirements. - Promote accurate features, benefits, and value of products when helping customers, providing a positive solution to customer problems and providing proper guidance to help the customer select the right product to solve their business need. - Provide Pre-Sales support as requested by the Sales & Business Development teams.
Required Knowledge / Experience
- BA/BS degree in a technical subject, and/or 2-5 years of experience within an access control environment.  - Must have excellent telephone/interpersonal/communication skills.  
- Critical thinking and problem solving skills. - Familiar with client and server operating systems, such as Windows XP, Vista, 7, 8, Server 2003, 2008,  and 2012, Linux, and Mac. - Must be proficient MS Office applications, such as Word, Excel, Visio and Power Point, etc. - Basic knowledge of Windows and application logging. - Should have a basic understanding of virtualization and use of VM Ware. - Must have experience with operation and connectivity of networking devices (i.e. hubs/routers/modems/switches). - Experience with Salesforce CRM a plus.
In addition, successful candidates will have the following profile:
- Experience working with the technologies within Smart, Banking and Magnetic Stripe cards. - Ability to quickly engage in situations, assess alternative courses of action, anticipate issues and implement programs and tactics to drive effective change to customers   - Ability to quickly comprehend and make decisions by analyzing data and reviewing technical documentation  - Must possess excellent planning and organization capabilities. - Must be able to work as a part of both internal and external (working with customer(s)) team. - Will conduct and present themselves in a businesslike, professional manner and appearance at all times. - Compliance to all relevant company policies and procedures related to Quality, Security, Safety, Business Continuity, and Environmental systems. - Proficiency in MS Office Products (Word, Excel, PowerPoint) - Ability to effectively communicate in the English language verbally and in writing. - Basic to advanced understanding of Spanish is a plus.

Additional Information:

- Must be able to travel up to 25% to Customer sites either solo or as a team, therefore must be able to obtain a valid driver’s license and personal credit card for traveling.  
- Must be legally eligible to work in the United States.  - Minimal travel and fieldwork including international travel, therefore employee must possess or can acquire a valid Passport.  

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