Under moderate supervision, provides technical support to field engineers, technicians, test engineers, and product support personnel who are diagnosing, troubleshooting, and repairing equipment, systems, software, or hardware. Provides technical support to customers, ensuring resolution of escalated issues.

ESSENTIAL FUNCTIONS  


* Interacts with product support personnel, and potentially the customer, when the customers problem cannot be resolved directly by first-level resources.

* Provides technical assistance to customers. Provides support to customers/users if product issues are encountered. Analyzes the problem as described by the customer and determines the best course of action.

* Interacts directly with the customer/user when the product is highly technical or sophisticated in nature, such as with systems level software where the user has a technical background.

* Includes all appropriate departments to facilitate a successful resolution to any client issue.

* Reports design, reliability and maintenance problems or bugs to software engineering. Creates defect records on all reported issues with supporting files and examples for development to create code fixes.

* Prepares test environment when necessary to simulate, document or recreate errors or problems reported by customer to determine appropriate action. May prepare test environment and test new enhancements or other internal quality testing.

* Maintains familiarity with company products by attending training classes, observing experienced support personnel, reading software documentation, and participating in on-line training programs.

* May bid and complete Customer Work Requests (CWRs) in accordance with company standards.

* May be involved in customer installations, upgrades, and training.


Requirements

MINIMUM QUALIFICATIONS  


* Bachelors degree preferred.

* Minimum of 18 months to three years of experience in related field; or

* An equivalent combination of education and experience sufficient to successfully perform the essential functions of the job

KNOWLEDGE AND SKILLS  


* Developing professional expertise. Works on non-complex to moderately complex projects. Exercises judgment within defined procedures and practices.

* Able to diagnose, troubleshoot and repair equipment, systems, software or hardware.

* Able to provide outstanding customer service to JHA clients.

* Able to complete bids and customer work requests.

* Able to assist in developing, designing, and documenting job related procedures.

* Thorough knowledge of applicable applications (and those that interact); general knowledge of other JHA products.

* Basic ability to troubleshoot software, hardware and networking issues. Basic knowledge of SQL, remoting and operating systems.

* General communication, interpersonal, and analytical skills.

WORKING CONDITIONS  


* Typical office setting is generally favorable, with environmentally controlled conditions.

* Able to work holidays, weekends, or extended hours as business needs dictate. Periodic assignment to after-hours support.

* Extended duration and frequent travel may be required as business needs dictate.

COMPANY CONFORMANCE STATEMENT  


In performance of their respective responsibilities, all employees of Jack Henry and Associates are expected to:

* Complete quality work within deadlines.

* Interact professionally with other employees, customers and suppliers.

* Work effectively as a team contributor on all assignments.

* Communicate and coordinate work efforts with other employees, customers and suppliers.

* Perform other duties as assigned.

* Attend work regularly based on the assigned schedule.


 

Education: Technical/Specialized Training
Department: Information Technology,Support/Installation
Career Level: Experienced

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