CAT | Direct-hire Technical Support Engineer Opportunity

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Direct-hire Level II Support Technician Opportunity in Dallas, TX

Job Description: ($48-53K)

SUMMARY

Provides client’s customers with full support, administration and deployment of encrypted email services.  Responsible to interface with the customer contacts, answering technical questions regarding companies services and monitoring compliance with customer service level agreements.  Successful applicant will be expected to complete HIPAA and SysTrust training and certification.

 

EDUCATION and/or EXPERIENCE

  • Technical degree from four-year college or university preferred; or the equivalent in work experience and/or training; or equivalent combination of education and experience.
  • 5-10+ years’ prior related technical/server activities, building/integrating server with network configuration experience.  Day day-to-day application maintenance and operation experience.
  • Specific hands on experience with ZixGateway, Voltage, or Cisco IEA/ESA encryption products
  • Experienced technical lead in rolling out applications corporate-wide impact.
  • Broad experience communicating with internal and external customers in varying support situations and supporting multiple product areas.
  • Technical understanding and experience demonstrating specific knowledge of multiple technology areas, such as:
    • Linux commands
    • Programming language, such as JAVA, Shell or Perl scripting
    • E-Mail Systems and administration
    • Database creation and/or management
    • DNS Systems and administration
    • TCP/IP protocols and services
    • Firewalls, router and other network devices
  • Experience in providing technical training to peers as well as others.

 

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned from time-to-time.

 

  • May be assigned to handle project related activities like software rollouts/product deployments or point of contact for specific customer.
  • Track progress on assigned projects and provide status reports and projections as needed.
  • Investigate and diagnose new issues with client’s software
  • Provides extended work hours, serving as on-call technical resource for user and or system problem escalations.
  • Assist with troubleshooting complex customer related issues.
  • Responsible for a high degree of customer satisfaction, as demonstrated with technical expertise, timeliness, integrity, availability and responsiveness.
  • May be involved in projects to improve engineering of products or services, often provides assistance to Quality Assurance Engineers in the test and coordination of bug fixes.
  • Communicates with programmers regarding bugs and follows-up to make sure fixes are received and tested.
  • Provides frequent prerelease engineering solutions and or supporting documentation assistance.
  • Demonstrates an awareness of and impact to relevant customer service level commitments and ensures instrumental company players recognize significance of maintaining these commitments for problem resolution.
  • Ensures all customer communications via email/phone are professional, accurate, timely, and complete, including supporting documentation.
  • Is asked to investigate and resolve potential customer security issues and can be exposed to sensitive information which must be protected against confidentiality or privacy compromise.  Assumes functional responsibility for the confidentiality and privacy of customer information contained in communications or gained during conversations, emails, inter-departmental instructions or documents or otherwise is not considered publicly known information.
  • Other duties and responsibilities include:
  • Lead peer training workshops.
  • Identify, lead and/or participates in team projects that enhance the quality or efficiency of support.
  • Provides for after-hours and extended work hours, serving as an “on-call” technical resource for customer issues.  Will require availability 7x24x365 in association with team member rotation of pager duties.
  • Assists customer’s front-line help desk or call center staff in support of highly complex products.
  • Assists in ongoing maintenance of a technical knowledgebase.
  • Acts as a consultant and resource to the Manager and Director, Customer Care
  • Consistently models the highest levels of support orientation, customer service, and professionalism.


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