Associate Technical Support Engineer
Cleveland Headquarters Office
Associate Technical Support Engineer
The Associate Technical Support Engineer ensures Park Place Technologies derives maximum benefit from the sale of its products by providing customers with high quality Technical Support. Responsibilities include advising customers on how to configure and use Park Place Technologies' software products to satisfy their operational needs, troubleshooting and identifying the cause of customer software product problems, resolving customer problems, ensuring workarounds and software patches are made available in accordance with agreed service levels, ensuring all customer problems and queries are logged in Park Place Technologies' Helpdesk system, escalating where appropriate and tracking through to completion, working closely with Software Development Teams on the resolution of customer problems, engaging with Sales and Pre-Sales Teams to facilitate successful Proof of Concept trials, developing and maintaining a full and current awareness of Entuity products, maintaining an awareness of IT technologies relevant to the operation of Park Place Technologies' products and services, advising customers on how to integrate Entuity software with corporate user authentication systems, advising customers on how to customize Entuity software dashboards, reports, and exports, developing and supplying to customers customized rules and scripts using Groovy scripting language to change how Entuity Software processes alerts and forwards them to third-party software products, developing and supplying to customers customized configurations using Stormworks Statement language to change how Entuity Software collects and processes data, issuing customer licenses as required, creating and issuing Device support software configurations and overrides to customers as required. Other duties as assigned.
Basic Qualifications: Bachelor's degree required in a Computer Networking or Software related discipline. A minimum of 1-3 years' experience of MS Windows, Red Hat Linux and VMware. Knowledge of network technologies and device types (routers, switches, load balancers, etc.). Self-confident and resourceful with a positive attitude. Well organized and able to stay focused when under pressure. Enjoys problem solving and interaction with others. Good communication skills and a sense of humor. Preferred Qualifications: Network device vendor certifications (CCNA, JNCIA). Travel: 0%
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