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Job Information
Job title

Field Support Engineer

Company Interactive Intelligence, Inc.
Wage Not specified
Location United States, Iowa, Stuart
Employment type Full Time
Education Not Specified
Year Experience 4 - 5 Years of Practical Experience
Travel None
Published on 4/7/2005
Description
Position: Field Engineer
Reports To: Regional Manager
Location: Malaysia office

Description:
To provide quality support with a high degree of customer service, technical expertise, and timeliness. To continually learn and grow as much as possible in both technical and professional areas. This position has a specific career path within the Support organization and the continual growth of technical expertise is highly encouraged.

Travel requirement: Up to 50%.

Responsibilities:
  • Travel to customer sites and provide a stable base for advance problem resolution while providing reassurance for the customer.
  • Primary customer contact for providing accurate and creative technical solutions to user problems of moderate and difficult nature.
  • Research, resolve, and respond to questions received via telephone calls, email, web, and web chats in a timely manner, in accordance with current standards.
  • Assist in the resolution of user and support issues among company sites to assist in timely distribution of knowledge back to our customer base.
  • Acquire and maintain current knowledge of relevant product offerings and support policies in order to provide technically accurate solutions to customers.
  • Contribute knowledge to a company-wide knowledge base.
  • Participate in team projects that enhance the quality or efficiency of support service.
  • Assist in special product-related issues as needed.
  • Set appropriate customer expectations and fulfill customer commitments.
  • Continually enhance technical and professional skills.
  • Position requires some travel to customer sites when necessary.

Contacts:

This position has frequent contact with Support Services peers, Developers, and managers as well as constant customer interaction.

Qualifications Required:
  • Willingness to travel
  • Must have work experience interacting/dealing with people from different cultures within Asia Pacific.
  • Degree in computer science or equivalent in work experience
  • Good knowledge of the Windows 2000 Server operating system and technologies such as domains, Active Directory, and Exchange
  • Exceptional communication skills ? preferably a native English speaker
  • Three years of experience in troubleshooting and resolving difficult technical problems

Qualifications desired:
  • Must be multi-lingual - written and spoken skills in widely used languages such as Mandarin
  • MCSE
  • Programming experience in C++, .Net or other similiar language
    Cisco Network Engineer (CNE) certification
  • Knowledge of MSExchange, Lotus Notes, SQLServer, Oracle,
    Telecommunications, Server Hardware and/or Database platforms is desirable.
  • Knowledge of TCP/IP-based networking including routers, switches, network topologies, etc.
  • Ideally (but not necessarily) familiarity with voice over IP including the SIP protocol
  • Familiarity with telephony

Work hours: This position requires shift work and weekend work.df-tc

Experience/Skills
See Above

Other desired skills:
Field Support Engineer
This job has expired.