Technical Support Engineer / Shared Services Technical Support Engineer

The Americas Software Client Shared Services Technical Support Engineer role will act as a technical subject matter expert for the application: AgileTrac. This role will may also act as technical support, helping to resolve application errors, server errors and to monitor and resolve service ticket requests. This role will also be responsible for running weekly and monthly customer analytics reports using Excel and Tableau applications.

For the first 4-6 weeks, this role will be located in the Glen Allen office for training (hours: approximately 8am- 5pm). After that, this role will be located remotely (at home office) and will have the hours of 3pm-11pm, Monday thru Friday.

• Work with the functional engineering team in EU to grow domain expertise and become USCAN subject matter expert.

• Support USCAN project managers by performing system sweeps on install base and applying patches or plug-ins as needed.

• Act as a level 2 response service engineer as needed to resolve customer issues, including application errors, alerts, etc.

• Proactively monitor customer databases and resolve /communicate issues.

• Bachelor degree in Electronics, Computer Science, Information Technology, Biomedical or Associates degree and 4 years of related industry experience

• Demonstrated strong networking skills, including understanding of OSI model, TCP/IP, Routing Concepts

• Excellent communications and interpersonal skills, demonstrated ability to effectively interface with cross-functional teams and customers when needed.

• Experience managing and resolving customer requests through formal service ticket program such as ServiceNow

• Experience in providing remote technical support to external and internal customers