Our recruiting firm client, eHire, is urgently recruiting a Manager of Technical Support for a Hiring Company in New York city.
Description:
1. Provides very complex technical support to field engineers, technicians, product support and customers when first-line product support has failed to identify or fix equipment or software issues.
2. In addition to some Technical Support Engineer duties, Manager of Technical Support implements and designs technical support processes, standards and strategies. Makes recommendations to management for improving technical support processes, standards and strategies. Occasional on-site work in the various customers, and at exhibitions, trade shows and conferences.
3. Assists the sales force and maintain frequent communication with development. Creation and testing of necessary tools, quality checks on current documentation and feedback to Development.
4. Mentor, train, and help develop the skills of new Technical Support Engineers and team. Uses professional concepts and company policies and procedures to solve a wide range of difficult problems in imaginative and practical ways. Broad application of principles, theories, and concepts in applicable discipline, plus working knowledge of other related fields. Works on problems of diverse scope where analysis of data requires evaluation of identifiable factors. Exercises judgment within generally defined practices and policies in selecting methods and techniques for obtaining solutions.
Qualifications:
Bachelor's Degree, or a minimum of five years technical experience, or two years technical experience plus certification(s) (i.e. MCSE, MCP, CNE, CCNA) that sufficiently demonstrates ability to analyze, meet deadlines, and problem solve in a product support environment. 4-6 years of experience with networking and security software. Direct customer support experience is essential. Exceptional verbal and written communication, customer service, and troubleshooting skills are required for this position as well as organizational skills, high-level troubleshooting, and the ability to meet deadlines.
Technical requirements:
-Significant experience working with database systems is required. Of particular interest are Oracle, Microsoft SQL Server, Sybase, and IBM DB2.
-Broad Operating System experience is a big plus. We work primarily with:
-Microsoft Window -Solaris -Linux -AIX-HP-UX-Z-Series / OS-390
For immediate consideration, please send your resume to monica @ kalypxo-unbundled . com
Experience: Please see above.
For immediate consideration, please send your resume to monica @ kalypxo-unbundled . com
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