Technical Support Engineer - Rochester, NY

[Jame Gaston]

Position Summary:
The technical support engineer (TSE) is an experienced support professional who provides technical support for BCC’s enterprise-level software products in both Windows and UNIX environments.  The TSE will provide installation, configuration, and support services on complex installs involving multiple operating systems and various database systems (SQL Server, Oracle, MySQL, etc.)  Excellent troubleshooting, organizational, and communication skills are critical to the success of the job role.  

Responsibilities:
Troubleshoot and resolve complex technical support issues
Coordinate all support communications with customer, from case creation to resolution and closure
Ensures customer satisfaction by handling requests with accuracy, professionalism and speed
Provides support coverage via phone, email and Web
Act as a technical liaison between customers and BCC Support & Engineering Organizations
Escalate critical issues to the appropriate BCC entity
Attend appropriate Client meetings
Schedule and participate in regular support delivery reviews.
Maintain documentation of all support related information in BCC’s Onyx CRM software.
Assists with entering Change Requests / Work Tickets for defects and product enhancements.
Manage key accounts ensuring the customer’s needs and requirements are met.
Stay informed of and maintains a high proficiency with all product and service offerings.

Qualifications:
BS/BA in computer science, IT, or a related field plus 3 years of experience in the following areas:
  Windows Server (2003/2008)
  UNIX/Linux
  Database Systems (Oracle, SQL Server, MySQL)
  Web Servers (IIS, Apache)
  3 years of Customer Service / Field Engineering support
Dynamic; spirit of initiative; great problem solving skills & execution oriented
Demonstrated experience interfacing directly with customers
Demonstrated experience in writing technical      
Ability to work independently, prioritize, and manage multiple tasks at the same time as well as demonstrated project management skills and ability manage complex projects from conception to completion.
Demonstrated leadership skills and professional demeanor, and be client oriented.

Physical Requirements:
Ability to travel as needed to support business initiatives.

Availability Requirements:
Available to work a standard 8:00AM – 5:00PM shift
Available to work on call shifts as needed (evenings/weekends)
Available to travel (10-25% of time)


Lynn A. Fitzak, PHR
Manager, Human Resources
BCC Software Inc.
A BOWE Bell + Howell Company
75 Josons Drive
Rochester, NY 14623-3494
(585) 272-9130
(585) 341-3303 Direct Dial
(585) 340-8850 Fax
www.bccsoftware.com
www.bowebellhowell.com